Frequently Asked Questions
1. Is it possible to place a single order for multiple siblings?
Yes! Click on "Did you get another access code?" under the main menu "Login". You can enter up to five access codes at the same time. This way you will have access to all available photos. You can combine the order and save on shipping costs.
2. I received one child's photos in an email but not the other?
To minimize the emails sent to families, both your children can be accessed through the gold link in the one email that was sent. We've combined siblings into one gallery to help you mix and match just the right package for your family. If you do not see all your children's photos in the gallery please let us know and we will fix it right away!
3. Do you offer retouching to photos?
Yes! We are so happy to offer photo retouching services. The process is simple! Just visit this link to purchase the retouching package you would like. You can choose to either have all of your images edited or purchase retouching for single images. Once you select the option you would like, you will be prompted to fill out a form that will give us the info we need to retouch your photo. Please allow 3 to 5 days for the editing, and then the retouched images will be inserted back into your child’s gallery. From there, you can go ahead and purchase all the prints and digital images that you would like using the newly retouched photos.
4. Can I crop the images?
Absolutely! Once the photo is selected in the size that you want you can add it to your cart. Once in your cart you can hit the gold "adjust crop" button to crop it how you would like to see it printed. Your child’s gallery contains images that are photographed in both vertical and horizontal orientation. If you would like, you can also use the cropping tool to switch the orientation of the photo. Please be aware that not all images will look ideal when the orientation is adjusted- there needs to be enough of the black background around the child in order to avoid cropping too much of their body or face.
5. I received an access card with an access code - how can I order my photos?
If you have received a access card with a personal access code, go to the "Login" page, enter the access code and click on "Open Album."
6. I received an email with login information - how can I order photos?
After you have placed an order or registered with the online shop, you will receive an email with login credentials. Using your email and the new password, you can use the "Customer Login" to enter your personal gallery, order photos, and check the status of your orders.
7. Where can I see the status of my order?
The easiest way is to click the link within your order confirmation email. Alternatively, you can log in with the password and email address you received via email. Once you’ve logged in, your order details can be found under "My Account."
8. How long will the delivery take?
The delivery time depends on the payment, the products you’ve ordered, and delivery method. The payment must be confirmed before your order can be processed. Orders which include free shipping to schools are processed in bulk 5-10 business days after the order deadline. Delivery time may also vary depending on the type of products ordered.
For Print Orders: Once all orders are paid we will begin processing and preparing your photos to be printed. You should see an envelope on your doorstep within 4 weeks.
For Digital Downloads: Your purchased files will be available for download once your payment has been made. Look for instructions in an email within 24 hours of your payment.
9. Is the logo (watermark) going to be removed from the image?
Of course! The watermark is only used to protect against illegal downloads.
10. What is the quality of prints, posters, etc.?
We are committed to offering only the highest quality. If you are not satisfied with the quality of your photo products, please feel free to get in touch. We are devoted to your satisfaction.
11. I rarely order online - how can I order my photos here?
Select a photo that you like from your album and click "Order photo.” Then select the product of your choice, enter the desired quantity, and click on "Add to cart." When you have placed all of the photos you like into your shopping cart, click "Cart" on the top right of the screen and follow the instructions.
12. I can’t find the place to enter my promo code. How can I make sure I receive my discount?
Don’t worry! The promo code box is located on the page before you get to the final checkout screen. If you have gone too far, simple head back to that previous page before you complete your order.
13. Why isn’t my child’s class photo included in my digital downloads order?
The class photo is only available as printed item to ensure that it’s not downloaded by multiple families from one photo order. Additionally, there are times when the photo is best printed in a specific size to avoid cropping difficulties. When that is the case, we make the class photo available in the print size that is best suited for that image.