Frequently Asked Questions
Questions about your order/ordering? Review our handy guide below for our most frequently-asked questions before contacting us.
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 2 to 4 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 Airman 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 Access?
You will receive two emails from Support@LacklandPhotos.com after you 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 LacklandPhotos.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?
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 action 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 Action Photo account must be at least 8 characters, contain it least one number, at least one capital letter, and contain it least one special character.
Example:Abc123-$!
How do I find my Airman's Flight's Training Photos?
When visiting LacklandPhotos.com, click "View" on the landing page. You can register for a free account to view low-resolution thumbnails or return to the "SHOP" to purchase Premium or Basic Access to Action Photos.
Action Training Photos will be organized by your Airman's Flight Number. The current training cycle's subfolders will NOT have a grad date appended to the folder name. Previous cycles will have the Flight number followed by the Flight's Grad Date.
Example: The current Flight 574 folder would be labeled 574. After the August 25, 2022 Graduation, this folder would be labeled 574_20220825.
How do I find out my Airman's Flight and TRS numbers?
That information will come from your Airman 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 Flights by their nicknames/mottos so the correct Flight, TRS, and grad date will be needed to place an order.
If your Airman was transferred or recycled at any time during training, we recommend learning which Flight they were photographed with, using that information when ordering, and visiting our FAQ page prior to ordering. Please include the information regarding the Unit changes in the notes of your order at the cart.
When can I start seeing Training Photos of my Airman's flight?
It can take 2 to 4 weeks (usually sooner!) for photos to be processed and posted to our site. The current training cycles will NOT have a grad date appended to their folder name. Previous cycles will have the Flight Number followed by the date they graduated.
Example: The current Flight 574 folder would be labeled 574. After the August 25, 2022 Graduation, this folder would be labeled 574_2022082
Do you photograph every Airman and BMT training activity? Can you take requests of specific Airman?
We strive to photograph all Airmen but we do not guarantee that all Airman or activities will be photographed. We cannot take requests to photograph specific trainees. If you want to see more of your trainee, tell them to get in front of our cameras!
When do you stop photographing the BMT Action Photos?
We stop photographing Action Photos about 2 weeks before graduation.
I see the same Training Image folders/images in two or more Flight's Folders. Is this a mistake?
No, this is not a mistake. Depending on the activities or drills, Flights often train together. When this occurs, our photographers note this and those images will be uploaded to all Flight Folders for those Flights participating in that activity/drill.
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 AIR FORCE as well.
How long do you archive Training Photos for viewing and downloading?
Per our agreement with Lackland AFB, we are only able to archive Training Photos for about 6 months.
Do you service Tech Schools or other programs and academies for Training Photos at Lackland AFB?
We do not photograph Tech Schools or any other programs or academies at Lackland AFB. We only capture Basic Military Training (BMT) Official Portraits, Flight Photos, and BMT Action Photos.
Prints & Downloads
What types of portraits are available?
We only photograph portraits of trainees in their Dress Blues. An example of the type of portrait that we take can be found as the product image on the Portrait Print product pages.
I placed an order for a Flight that has not yet graduated. When will I receive my order?
Orders begin to be shipped 3-5 weeks after a Flight's graduation date. This does not include Downloads, they have their own shipping times as stated on their product pages.
We highly recommend communicating with your Airman prior to ordering to learn of any transfers or other issues that may have occurred which would affect receiving accurate prints.
I placed an order for a Flight that has already graduated. When will I receive my order?
Turnaround time is about 3-5 weeks from order date. This does not include Downloads, they have their own shipping times as stated on their product pages.
We highly recommend communicating with your Airman prior to ordering to learn of any transfers or other issues that may have occurred which would affect receiving accurate prints.
My Airman just arrived at Lackland AFB. When do you photograph their portraits and Flight Group Photos?
Airmen portraits and Flight Group photos are photographed around week 4 of training.
We highly recommend communicating with your Airman prior to ordering to learn of any transfers or other issues that may have occurred which would affect receiving the accurate prints.
Can I purchase a Portrait Image Download on LacklandPhotos.com?
No. The Individual Portrait Image Download is offered exclusively to Airmen in training and is no longer available for purchase online. If this is an item you would like to receive, please coordinate with your Airman so they can order a package that contains a Individual Portrait Image Download during their photo session while in training.
My Airman started in one Flight and then transferred to another because of an injury, or some other issue. What set of information should I provide?
We recommend using the most current information when placing your order, however, please note: If your Airman has been transferred at any time in BMT and your order contains the Flight Group Photo 8" x 10", we recommend communicating with your Airman to learn which Flight Group your Airman was photographed with before ordering and use those credentials when placing your order.
We are not responsible for the cost to replace and ship the Flight Group photo if the print we sent was for the Flight submitted with your order.
I placed an order for a Digital Flight Book Download and/or Basic Military Training Video Download. How do I obtain my Download(s)?
You will receive two emails from NoReplies@Leonards.com once the production of your Download has been completed (all items, including download emails, will be provided 6-8 weeks after the Flight's graduation date). One email will contain the link to visit to obtain your download. The other will have the password needed to receive your download.
Please note; the amount of time to download and how this is displayed to you depends on many factors including internet download speeds, connection quality, device type, browser type etc. We recommend viewing your device & browser user guides for specific help with your download.
Can you tell me what my trainee ordered during training?
We cannot provide personal information about trainees or their purchases, however, below is a list of the items that are offered exclusively to your trainee attending BMT at JBSA-Lackland to compare to products listed online and avoid ordering duplicates. These are offered by our parent company, Leonard's.
-Portrait Download(offered exclusively to Airmen during training only)
-Flight/Group Print - 11"x14"(online on LacklandPhotos.com we offer 8"x10" only)
-Portrait 11x14- (we do not offer 11x14 sized prints online on LacklandPhotos.com)
-Airman's/Space Force Creed 11x14- (online on LacklandPhotos.com we offer 8"x10" only)
How long can I order from LacklandPhotos.com after my trainee has graduated BMT?
We can fulfill orders for prints for up to 9 months after graduation from your order date. Flight eBook Digital Downloads and BMT Training Video Downloads are available for 30 days after your Airman's Flight's graduation date.
After that time, we are not able to fulfill an order for your Airman or their graduating Flight.
My Flight's Hardcover Flight Book is not listed on the product page?
We no longer offer the Hardcover Flight Book and this product is now exclusive to Airmen on base. However, we offer the Digital Flight Book Download which has the same contents as the hardcover it's just a digital download instead that is sent to you via email.
Returns
Can I return my prints if I'm unhappy with them?
Due to the custom nature of the prints we produce at Lackland Photos, we are unable to offer returns. Your custom prints are designed with care and are personal to your Airmen and Flight.
Shipping
What are your shipping times?
All items may be shipped about 3-5 weeks after graduation/purchase whichever is later. You may experience longer shipping times during peak holiday season, up to 6 weeks.
What are your shipping charges?
We charge $10 flate rate shipping.
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.
Orders will arrive within 10 business days once you receive your Shipping Confirmation email.
I've heard of other families of Airmen from my Airman's FLT/TRS have received their orders, where is my order?
Turnaround times for orders are unique for each order and dependent upon many factors. These factors include portrait and group photo session schedules, process & editing schedules, order date, graduation dates, products in an order, production schedules, etc. Basically, no two orders are the same regardless of your Airman's Flight or Squadron. We do not send updates as orders are being produced, however, we will always send an email when orders have been shipped from our facility.
You can also view the current status of your order by clicking "View Your Order" in your original Order Confirmation Email. This Order Status page will always include real time information on your order status even if our emails cannot reach you for any reason.
Will all of my items arrive in the same shipment?
Unfortunately, due to the way we receive the photos from the base, each item in your order may all be shipped separately.
When will I receive my Hardcover Flight Book?
The Hardcover Flight Books are shipped 8 weeks AFTER YOUR AIRMAN'S FLIGHT'S GRADUATION DATE IF YOUR AIRMAN REGISTERED WITH THE QR CODE WITHIN 15 DAYS OF GRADUATION. The Hardcover Book Shipments do not include tracking information. Allow 14 days for delivery after receiving your Shipping Notification Email.
Failure to register within the allotted time frame means you will need a refund for your book. Please contact Leonard's at Lackland to initiate this refund.
They can be reached by emailing: lackland-afb@leonards.com
Please Note: We are currently experiencing supply issues regarding the hardcovers for these books. We will have supplies in May, until then we thank you for your patience.
Contact Us
Mon-Fri 9am-4pm EST
Please note, 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 Airman. Specific questions about your Airman should be directed towards the base where they are stationed.