Frequently Asked Questions
1. When will my child's pictures be available to view?
Pictures are generally posted 7-10 days after they're taken. If you think your child's photos should already be online, please contact us at schoolpics@ismilestudios.com!
2. 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.
3. If I have more than one child, can I combine their photos and/or access codes into one pack?
Packs are designed for one child per pack.
4. I love more than one pose, can I buy multiple?
Of course! Many of our packs come with the ability to select from ALL poses. Smaller packs offer one pose.
5. How do I change the selected pose?
Click on the "Add Pose" button and select the pose you'd like, and then deselect the pose that was already chosen. It may appear as though you'll be charged to change your pose, but you'll only be charged extra if you select more than one pose. Certain packages include multiple poses.
6. Where can I see the status of my order?
The easiest way is to click the link within your order confirmation email. You can also 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."
7. How long will the delivery take?
The delivery time depends on the payment, what you’ve ordered, and the delivery method. 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. Orders with direct shipping to your home should be received 15 business days after ordering.
For digital products, your digital files will be available for download once your payment has been processed. Look for instructions in an email within 24 hours of your payment.
8. Is the logo (watermark) going to be removed from the image?
Of course! The watermark is only used to protect your work against illegal downloads.
9. I can’t see the image through the watermark, can you email me without it?
Sorry, but in order to keep our prices low and prevent theft of our images, we are unable to remove the watermark before purchase. You can request that we apply a different watermark to your images, which should allow you to see the parts that may have been obscured with the original watermark. To request this please email us at schoolpics@ismilestudios.com. Please note, once you order digital images or prints they are not refundable or replaceable.
10. Can I crop the images?
Definitely! After you select the photo and the size you would like to order, you can use the cropping tool located on that same screen to adjust the appearance of your image. Your child’s gallery contains images that are photographed in both vertical and horizontal orientation.
11. How long do I have to purchase pictures?
Pictures are available for about a month after picture day. Once you sign up your email, you'll receive notice of when the photos will no longer be available. Make sure not to miss your coupon deadline either!
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, simply head back to that previous page before you complete your order.
13. What is the refund policy?
We want you to love anything you purchase from us! Please examine everything before before you make your purchase. ALL sales & image downloads are final, no refunds are given on copyrighted material. There are absolutely no returns or replacements on downloaded images.
14. What happened to the sibling discount?
Now everyone gets a discount! Check your child's Photo Information Sheet for a coupon!
