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. Please be advised however, that if you have pre-paid a deposit before the scheduled photo day, only one coupon code will be credited. The ONLY way to receive both credits would be to place the order for each child separately. See #14 below for more information.
2. How can I place an order for two or more siblings together in the same photo?
There are a couple of ways this can be done. First, be sure to inform the photographer that you need a photo of your children together.
METHOD #1: There is a standalone package called "Sibling Package" if you wish to order prints of the children together. This does not come with a team photo however. Team photos would need to be ordered a la carte and added to your order.
METHOD #2: After ordering an individual package for each child, add the sibling photo as an "add on" product. The sibling photos will be added to an access code that you received at photo day.
Unfortunately, you would not be able to order sibling photos as "add ons" without ordering at least one package.
3. I received an access card with an access code - how can I order my photos?
If you have received an access card with a personal access code, go to the "Login" page, enter the access code and click on "Open Album."
4. 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.
5. 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."
6. 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. After the order has been placed, the photographer will review the order and send the order to print. Once the order has been sent to print, delivery time, depending on your shipping option will be 3-7 days.
7. Is the logo (watermark) going to be removed from the image?
Of course! The watermark is only used to protect the photographer against illegal downloads.
8. 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.
9. Can I crop the images?
Yes. You will find this option within the shopping cart. If you crop the image, an enlargement of the selected area is created. Look for the stars which indicate whether the photo's resolution is sufficient for the enlargement.
10. 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.
11. If I purchase a download, what are the restrictions?
All prints and downloads can be used for private non-commercial use. You may share them with friends and share them on social media. Downloaded images can also be printed at home or at the printing lab of your choosing. You would NOT be permitted to sell the image to any third party entity nor would you be permitted to give the photo to a third party entity that intends to profit from it. When it question, it is always a good idea to contact the photographer if there is any question regarding usage. Please note that all download products are NOT REFUNDABLE under any circumstances once the order is placed and the order is released on our end.
12. Is it possible to request a different background or request a black and white of a color photo in my my child's gallery?
Unfortunately, we are not able offer requests for this service. We try to offer a balance of color/black and white variations with different backgounds when creating your child's proofs. The proofs being shown are the only ones that are available for purchase.
13. Can team photo downloads be made available for purchase?
Unfortunately, download purchases are only limited to individual photos.
14. What are the restrictions and policies regarding coupons, vouchers, and pre-order credits?
Coupons, vouchers, and pre-order deposit credits are only valid for the gallery/event/photo shoot in which they are issued. They must be used while the gallery remains active on our website (typically 90 days). Once the gallery expires, the gallery is removed from our website along with any unused coupons, vouchers and pre-order credits, and will no longer be valid for any other photo shoot. Coupons, vouchers, and pre-order credits must be used by the person they are issued to and cannot be transferred or sold to any other person, nor can they be transferred to another shoot.
15. I have multiple children that I'm ordering for and only ONE coupon code is being credited. How can I fix this?
Unfortunately, this is one of the limitations of pre-ordering credits and we are working with our online sales merchant at GotPhoto for a better solution. For now, if you have a pre-order credit for more than one child, you will need to place the order for each child separately in order for each credit to be applied. If you have already placed items in your cart for all children, here is what you'll need to do in order to fix the problem.
- Clear out the cart of all items.
- Log out of your account and return back to the login screen.
- Enter the access code for ONE child, choose your photos, and add the desired packages and products to your cart. Proceed to checkout and complete the order.
- Log back out of your account and repeat the process for the additional child(ren).
