Q: I never received my yearbook.
A: If you haven’t received your yearbook, there could be several reasons. Prior to June 2024, all physical books were shipped directly to departments. Please first check with your department to see if they have it. In some cases, the book may still be in the design phase due to delays in receiving necessary content from the department. We truly apologize for any inconvenience. As of June 2024, we've moved to a digital-first model to prevent these delays. If you still need assistance, please contact us at support@heritageemail.com.
Q: What’s the difference between a hardcover book program and a digital book program?
A: Prior to June 2024, we offered hardcover books upfront, which could be purchased either individually or as part of a package. The challenge was that delays often occurred if departments didn’t provide content on time. Since June 2024, we’ve shifted to a digital-only pre-sale model. This means we no longer take payment upfront for the physical book. Instead, we finalize the digital version first. Once the digital yearbook is completed and approved, we then offer the hardcover version, ensuring there are no unexpected delays.
Q: How can I purchase my pictures?
A: To purchase your pictures, please email us at orders@heritageemail.com with your name and department. We’ll provide you with an online link to view and purchase your photos.
Q: What if I never received my digital products?
A: If you haven’t received your digital products, please check your spam folder first. Your download link should have been emailed to you at the address you provided on location. If you’ve lost the link or need it re-sent, just reach out to us at support@heritageemail.com and we’ll make sure you get access.
Q: How can I get my album?
A: You can purchase your album through our online store. All albums listed there are fully completed in the design phase, so once you order, we’ll ship them as soon as we reach the required quantity for a print run. This ensures you get your album promptly.
Q: Are you in bankruptcy?
A: Yes, Heritage Portraits & Albums is currently in Chapter 11 bankruptcy, which is a restructuring process. This does not mean we have stopped operations. We are still here to serve you, and many well-known companies have undergone similar restructurings. Rest assured, we remain committed to fulfilling all our obligations to our customers.
Q: After you close, will I still receive my product?
A: Yes, absolutely. We are working diligently to ensure that all orders are fulfilled either by us or our sister company even after we close our doors. For hardcover books, once the digital version is done and the order window is open, you’ll have a designated time frame to purchase the physical book. We’ll make sure you get what you ordered.