Frequently Asked Questions
Questions about your order/ordering? Review our handy guide below for our most frequently-asked questions.
Training Photos
How often are Training Photos updated?
There is not a set schedule for each Base or Unit. Once we gain access to photograph training activities, we post the images as soon as possible. It can take 1 to 3 weeks (usually sooner!) for photos to be processed and posted to our site once we've captured the images.
We do not guarantee that all soldiers or activities will be photographed. If you want to see more of your trainee, tell them to get in front of our cameras! Our photographers are very visible.
I have purchased Basic or Premium Access. How do I activate my Basic or Premium Access?
You will receive two emails from Support@FtWoodPhotos.com after your successful transaction. One is your Order Confirmation Email with a summary of your order and the other prompts you to set a password for your account that we created using the email address you used to place the order. You can also visit FtWoodPhotos.com/Login and select "Forgot Password" to set your password. When using "Forgot Password", please make sure you are using the email address you've used to place your order.
We experience a lot of customers who submit orders and an Autofill will submit an email address that they were not expecting or one that they do not have access to any longer. We recommend viewing your Order Confirmation Email after you purchase and carefully look at the order details to make sure you have used your desired email address.
How do I log in to view Training Photos?
NOTE: YOU CAN ONLY LOG IN IF YOU HAVE PURCHASED DOWNLOADS.
You can log in by clicking on the "VIEW NOW" button on our homepage or "VIEW" button on our Main Menu. In addition, you can click on the account icon and there will be an "Training Photo Log In" button.
Please keep in mind that you have two separate accounts. The training photos have their own account that use the email address you input when ordering to create your account.
This account needs to have a password created first before being able to access photos. Use the email that we send or click on "Forgot Password" to set one.
I am having trouble setting up my password. What is the password criteria?
Your password for your Training Photos account must be at least 8 characters, and contain at least one number, capital letter, and special character.
Example:Abc123-$!
How do I find my Soldier’s Unit's Training Photos?
Training Photos will be organized by the first letter of your Soldier’s Company name and the Battalion/Regiment numbers. The current training cycle's subfolders will NOT have a grad date appended to the subfolder name. Previous cycles will have the company name and battalion/regiment numbers followed by the Grad Date.
Example: The current Echo Company 2/10 subfolder would be labeled E210. Around the February 23, 2023 GRAD DATE, this subfolder will changed to be labeled E210_20230223.
When can I start seeing Training Photos of my soldier's unit?
It can take 1 to 3 weeks (usually sooner!) for photos to be processed and posted to our site from the date the activity took place.
The current training cycles will NOT have a grad date appended to their subfolder name. Previous cycle's subfolders will have the company letter and number followed by the date they graduated.
Example: The current Echo Company 2/10 subfolder would be labeled E210. Around the February 23, 2023 GRAD DATE, this subfolder will changed to be labeled E210_20230223.
Do you photograph every soldier and BCT training activity? Can you take requests of specific soldiers?
We strive to photograph all soldiers but we do not guarantee that all soldiers or activities will be photographed. We cannot take requests to photograph specific trainees.
When do you stop photographing the BCT Training Photos?
We stop photographing Training Photos about 2 weeks before BCT graduation.
Do you service AIT for Training Photos?
We do not photograph AIT. We only capture Basic Combat Training (BCT) Training Photos.
How long do you archive Training Photos for photo viewing and downloading?
Per our agreement with Fort Wood and the ARMY, we are only able to archive Training Photos for about 6 months.
Can I post photos that I download to social media or any other website/platform?
We please ask that you do not upload photos from our site to social media or any other website or platform. Images are for personal use only. This is a stipulation that not only comes from us, but from the base and the ARMY as well.
However, you are more than welcome to inform others that photos have been uploaded or link to our site.
Portrait Photos
How long do you archive Portrait Photos for print?
We are only able to archive Portrait Photos for 9 months from graduation date.
If you cannot select the Month, Day, and Year of the Grad Date for your Soldier, ordering is closed for this Unit and we can no longer fulfill orders for this Soldier or Unit.
How do I find out my soldier’s Battalion/Regiment name & number?
That information will come from your soldier in training (usually in the form of a phone call or letter home). As the photography company on base, we are not provided with individual information.
We do not catalog units by their nicknames/mottos so the correct battalion, platoon and grad date will be needed to place an order.
If your SIT was transferred or recycled at any time during training, we recommend learning which unit and platoon they were photographed with, and use that information when ordering.
My SIT was transferred what unit should I enter for my order?
We do not receive record of which Soldiers are transferred so we recommend ordering based off of the unit and platoon information your SIT had at the time we photographed them (during reception).
If you happen to input the incorrect information when ordering we recommend contacting us by submitting our Contact Us form below.
We are not responsible for incorrect products received because of these transfers/unit name changes if we have not been provided the update by our customer.
I'd like to order prints of my trainee in Dress Uniform?
At this time we do not offer prints of trainees in their Dress Uniform online. This is only offered on base during reception at this time.
Can you tell me what my soldier ordered on base to avoid ordering duplicates?
We are unable to provide personal information of any kind about your soldier.
Please note: While the portraits are available during reception on base, we offer different sizes online and online ordering is not meant to replace ordering on base. They will continue to have more product options and packages due to our contract.
We always recommend communicating with your soldier before placing an order.
Do I have to wait until Graduation to place my order?
No, as soon as you know your SIT's Unit credentials you can place your order. We may not be able to fulfill certain orders or portions of orders until close to or after graduation but we can process the order at any time.
Do you provide a portrait digital download option?
At this time we do not offer digital downloads for any of our portrait products found on FtWoodPhotos.com.
Digital download options are available exclusively in packages offered on base.
Do you service AIT for Portraits and Training Photos?
We do not photograph AIT. We only capture Basic Combat Training (BCT) Official Portraits, and BCT Training Photos.
I'd like to order a single print or create a custom package of certain print sizes.
We can only sell the products and packages currently offered on FtWoodPhotos.com per our agreement with Fort Wood.
Can I ship my order to my SIT at Fort Wood?
We DO NOT recommend having your order sent to your trainee at Fort Wood. Some items may not be available or arrive and process through Fort Wood until your trainee has already moved on. Also, Drill Sergeant's limitations on items allowed can result in items being returned.
WE ARE NOT RESPONSIBLE TO REPLACE ORDERS THAT HAVE BEEN SHIPPED TO FORT WOOD AND ARE RETURNED AS UNDELIVERABLE.
If your order is returned to us, we may require additional shipping and handling fees to re-ship your order to a deliverable address.
I'd like to order items of 2 or more different soldiers or order products of 2 or more different units?
Each order can only refer to 1 soldier or 1 unit's credentials. To order for multiple soldiers or units please place a separate order for each soldier or unit.
Failure to follow this may result in delays with your order or incorrect photos being sent out. If you mistakenly do this, please contact us and we can look into fixing your order.
Returns
Can I return my prints if I'm unhappy with them?
Due to the custom nature of the prints we produce at Ft Wood Photos, we are unable to offer returns. Your custom prints are designed with care and are personal to your Soldier and their Unit.
If your prints were damaged in shipping or are incorrect please submit a contact us form below.
Can I get a refund if I order a photo package but my Soldier never had their photo taken?
If we can not locate a photo to match to your order, we reach out to you and attempt to find them under a different name or unit.
If we unfortunately conclude that there is no photo of your Soldier in our database, we provide a full refund of all photo items in your orders.
Shipping
What are your fulfillment times?
All items are custom and made to order. All items may be fulfilled (shipped) about 2-4 weeks after order date. You may experience longer fulfillment times during peak holiday season, up to 6 weeks.
What are your shipping times?
Once fulfilled, we ship via USPS First Class Mail. For the Contiguous US, these typically take 5-8 business days to arrive. You may experience longer shipping times during peak holiday season.
See our Shipping Policy for more information.
What are your shipping charges?
We charge $10 flat rate shipping & handling.
We currently only ship to the USA.
Do you provide tracking information to track my order once it has shipped?
No. Our orders are shipped using USPS First-Class Mail. No tracking is provided for this service.
Will all of my items arrive in the same shipment?
Yes, they will all arrive in the same shipment.
Contact Us
Mon-Fri 9am-4pm EST
Please note, for photo prints we are unable to make any order changes at this time, including cancellations, after 24 hours of your order being placed.
Your feedback and satisfaction are very important to us. Please provide as much information as possible in the form below.
We do not have individual information about your Soldier. Specific questions about your Soldier should be directed towards the base where they are stationed.