About the Photos:

Q: How do I get my student code if I did not receive a proof card or if it was lost?
A: Please email us the following information:

1. A good clear digital image of the child with the missing code.
2. The school and/or campus your child attends. (i.e. CCLC Shores)
3. The class your child is in.
4. A description of what your child was wearing that day.

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Q: What if the pictures in the photo gallery look too orange, blue, yellow, red, or dark?
A: Color correction is automatically applied to images when printed in order to have natural looking skin tones. If you are concerned about the color or levels of light or dark in your photograph, please feel free to mention this in the Special Notes section of the online order form. PLEASE NOTE that home and/or work computer monitors may not be calibrated to view photos causing the color and exposure to appear 'off'.  [Back To Top]

Q: What if the picture previews look too orange, blue, yellow, red, or dark?
A: We automatically "color correct" the images when we print them in order to have the skin tones look natural. If you are concerned about the color or levels of light or dark in your photograph, please feel free to mention this in the Special Notes section at the bottom of the online order form.  [Back To Top]

Q: Though photos are color corrected before they are printed, my child’s hair is still green, blue, or orange. Why?
A: Our photos are color corrected for the skin tones. This can sometimes leave the hair slightly off color due to the child being photographed in play structures or under tarps which will cast a blue, green, or red-orange light. Should you dislike the color of your ordered prints, please contact us and we will try to make appropriate adjustments. PLEASE NOTE that the basic retouching fee of $9.00 PER IMAGE will apply to any changes.  [Back To Top]

Q: Do you crop the photos?
A: The images you see on the website are full frame previews. All images will be cropped to fit the 8" x 10" or 5" x 7" aspect ratio when we print your photos. If you have specific cropping instructions please include them in Customer Notes section at checkout.  [Back To Top]

Q: Can I get proofs or hardcopies of the images?
A: The images you see on the website are full frame previews. All images will be cropped to fit the 8" x 10" or 5" x 7" aspect ratio when we print your photos. If you have specific cropping instructions please include them in Customer Notes section at checkout.  [Back To Top]

Q: Why doesn't my child have as many photos as my friend's child?
A: We do our best to get great images of each child in a 3-4 minute time frame. Some children are more receptive to having their photo taken than others. The more outgoing child will tend to have more photos than a shy or reserved child.  [Back To Top]

Q: Normally my child loves to have their photo taken. Why didn't I get very many or any at all?
A: Children enjoy having their photos taken by family and friends; they often balk at having them taken by a stranger. While we do our best to put your child at ease, the lack of familiarity and/or anxiety can lead to fewer pictures. Other factors can also be the physical conditions such as lighting, weather, etc... which may have created bad exposures or blurry, out of focus photos which are not included in the online gallery, possibly affecting the whole selection of the child’s photos.  [Back To Top]

Q: What about class photos?
A: Over the years we have found that including a class photo does not satisfy all of our customers as many prefer to select the size of the print. Class photos are available for individual purchase should one be available for viewing in the photo gallery. Simply select the class photo and click the SHOPPING CART button below the image to order. Digital images of class photos are NOT available and are NOT included in any Gallery CD or Favorites CD purchase.

Legally we are not allowed to sell the digital version of the class photo because the majority of the subjects are minors, and we do not have permission from all of the parents to allow the use and allow the ability for others to post these images for personal use.  [Back To Top]

Q: Is there a Makeup day? (Bay Area schools)
A: Please see below:

*FOR BAY AREA SCHOOLS: For the spring and fall we will coordinate with the schools and set up one make up day per season.

*FOR OUT OF TOWN/STATE SCHOOLS: As we are located in the San Francisco Peninsula in California, we will not be able to provide a makeup day. We try our best to photograph every child and rely on the teacher's help to ensure that every child who is present be photographed. On occasion, a gallery will not be available as the child refused to have their photograph taken or our photographers were not be able to get quality photos.  [Back To Top]

Q: How do I place an order?
A: Please follow the steps below:

1. Once the proof card is received from the center, please visit our website: www.iclicksmiles.com to view the online gallery.
2. On the home page, please enter the school code and student code exactly as shown on your proof card in the spaces provided (school code must be ALL lowercase and one word)
3. The next page will ask for an email address. Please provide a current address as reminders and notices are sent regarding your child’s photo gallery. Please contact us should you want to be removed from the email list.
4. The next page will be the photo gallery. Select your favorites by clicking on the HEART button below each image.
5. Once your favorites have been selected, click on MY FAVORITES located at the top of the photo gallery page
6. Click on the small shopping cart below the first image (this brings you to the Price Sheet)
7. ADD items to your shopping cart for that image (thumbnail to the left). PLEASE NOTE the scroll bar for the Product listing to view all items.
8. To order for the next image, click NEXT below thumbnail image to the left
9. REPEAT steps 7 and 8
10. Once all items have been added to the shopping cart, click on VIEW BASKET located at the bottom of the page.
11. REVIEW your order and PROCEED TO CHECKOUT by clicking the button at the bottom of the page.
12. Complete the billing and shipping information and click SECURE PAYMENT FORM at the bottom of the page
13. Enter your payment information by using a Visa, Mastercard, or Discover card and REVIEW your order information. Click SUBMIT ORDER at the bottom of the page for order processing. **PLEASE NOTE that changes CANNOT be made once order has been submitted.
14. If you are unable to place your order through the website, please contact us directly at 888.289.0744 or cs@iclicksmiles.com

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Q: How do I place one order if I have more than one student code?
A:Please follow the steps below:

1. Select all your favorites from the FIRST STUDENT CODE by clicking on the HEART button below each image
2. Click CHANGE EVENT located at the bottom of the page
3. Enter the school code and 2nd student code (please make sure to enter the SAME email address for ALL student codes as the favorites selection is saved to that email address)
4. REPEAT steps 1-3
5. Once all the student codes have been accessed and favorites selected, click MY FAVORITES located at the top of page.
6. Click on the small shopping cart below the first image (this brings you to the Price Sheet)
7. ADD items to your shopping cart for that image (thumbnail to the left). PLEASE NOTE the scroll bar for the Product listing to view all items.
8. To order for the next image, click NEXT below thumbnail image to the left
9. REPEAT steps 7 and 8
10. Once all items have been added to the shopping cart, click on VIEW BASKET located at the bottom of the page
11. REVIEW your order and click on PROCEED TO CHECKOUT to continue

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Q: Why was my order declined?
A: Please see below:

1. Incorrect credit card information, usually due to a typo. If that happens a card will not be charged and the order will not be processed.
2. A bad Internet connection can lead to an incomplete order.
3. "Cookies" on your browser have not been enabled. Check your browser's Help to find out how to enable Cookies.
4. If you have just moved sometimes a card won’t be allowed to be processed.
5. If you have recently made a lot of purchases, sometimes an online order can be declined by the card company to make sure there is no fraudulent use.

To resolve this issue, either use another form of payment OR call us and we’ll be happy to help with your order. Please have the following available:

1. your school code and student code(s)
2. all of the image numbers you would like order
3. what you would like to order for each image number (i.e. A package, a single print, or a digital option)

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Q: What if I can’t log in to view my pictures?
A: Please see below:

1. Please check and make sure the school code is ALL lower case and one word and spelled exactly as written on your proof card
2. Please make sure the second page loads and asks for your email address
3. Check that your web browser is up to date. We recommend the use of Safari (Macs) or Firefox Mozilla (Macs and PCs.) To download the latest version of Firefox please go to: http://www.mozilla.com/en-US/firefox/upgrade.html
4. Clear your web browser’s cookies and caches. See steps below:
   
   *For Internet Explorer: Click on TOOLS then INTERNET OPTIONS. Under BROWSING HISTORY click DELETE COOKIES and YES to confirm.
   
   *For Firefox: Click on TOOLS then CLEAR PRIVATE DATA. Check box COOKIES and click CLEAR PRIVATE DATA NOW
   
   *For Safari: Click SAFARI then PREFERENCES. Under the SECURITY tab click SHOW COOKIES and click REMOVE ALL and click REMOVE ALL to confirm.
5. Check your firewall protection (especially work computers) and make appropriate changes.

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Q: What if I don’t want a package?
A:We also have single sheet options (found below the packages on the Price Sheet page by using the scroll bar) for anyone who wants to order additions for their packages or for those who would like to order multiple poses/images in print form.  [Back To Top]

Q: Are frames available online?
A:At this time frames are not available online. If you are interested in framing options, please call us and we’ll be happy to help you. PLEASE NOTE that shipping and handling rates start at $25.00 to ensure proper shipping method.  [Back To Top]

Q: What is the High Resolution Digital Image?
A:A High Resolution Digital Image is a jpg file that is printable up to 20”x30”. When purchased, it includes the image and the copyright to reprint the images anytime and anywhere or email to family friends. These files are for PERSONAL USE ONLY and commercial use is not permitted.

High Resolution Digital Images are available for $45 for EACH image, a Gallery CD for $149 (includes all the images in the photo gallery), or a Disc of Favorites for $249 should you have more than one student code.  [Back To Top]

Q: What is a Gallery CD?
A: A Gallery CD contains all of the images in the photo gallery of the student/child for each student code. This disc does not include the class photo. We are not allowed to sell the digital version of the class photo (please see ‘what about class photos’ above for more information). All of the images on the CD are High Resolution Digital Images in jpg format and printable up to 20”x30”. The cost for a Gallery CD includes the copyright to reprint the images anytime and anywhere or email to family and friends. These files are for PERSONAL USE ONLY and commercial use is not permitted. [Back To Top]

Q:How do I order a Favorites disc? (applies to multiple student/child- you have more than 1 student code)
A: Please follow the steps below:

1. Select all your favorites from the FIRST STUDENT CODE by clicking on the HEART button below each image
2. Click CHANGE EVENT located at the bottom of the page
3. Enter the school code and 2nd student code (please make sure to enter the SAME email address for ALL student codes as the favorites selection is saved to that email address)
4. REPEAT steps 1-3
5. Once all the student codes have been accessed and favorites selected, click MY FAVORITES located at the top of page
6. Click on the small shopping cart below the first image (this brings you to the price sheet)
7. ADD the DISC OF FAVORITES FROM MULTIPLE GALLERIES item to your shopping cart (use scroll bar in Product listing) and it will request that photos in package be set
8. In the Product listing (right below ‘Disc of Favorites From Multiple Galleries), there are blank squares for HIGH RESOLUTION DIGITAL IMAGE. Click the first blank square and the image to the left will appear in the space.
9. Click the NEXT button under the image to the left and to view the next image of your Favorites
10. Click the next blank square for HIGH RESOLUTION DIGITAL IMAGE
11. Repeat this process until square spaces are full or all your Favorites have been added
12. Click VIEW BASKET or CONTINUE SHOPPING at the bottom of the page to continue

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Q: Why are you more expensive than previous photographers?
A: We acknowledge that we are a bit more expensive than other school photographers. Unlike the majority, we do not require payment from schools or do we prepayments for photo orders that have not been viewed. We also do not provide the typical photos taken by other school photographers and try photo a variety of images capturing the child’s personality. As our photographers are all professionals with their own studios, hiring people with this skill level costs a bit more than the normal school photo companies. We've had so many great compliments about photography and we hope you are pleased with your photos and can see the difference in quality.  [Back To Top]

Q: Why are the prints not cut when we receive them?
A: Our prints are printed in sheet formats which help to keep costs down. We understand and acknowledge this can be difficult since many customers are worried about miss-cutting their prints resulting in ruined prints. If we were to have our lab print each photo individually or to cut the sheets this would result in higher prices as more labor is involved in each of these processes.
If you are worried about cutting your prints there are a few options available to you:

*You can send prints back to us with a note to have the images cut. Please send them to the address on your proof card or on our Contact page.

*If you are local you are welcome to make an appointment to bring in your prints for cutting or mail them to us with a note to have the images cut.

*If you do not want to visit the office or you are not in the local area, please take your prints to any of the following places: Office Depot Copy Center, Kinkos, Staples Copy Center, or any Copy/Print center. These places have large format paper cutters where you can cut your prints yourself or they should be able to cut your prints for you at no charge or small fee.  [Back To Top]

Q: Why is there a deadline/expiration of 2-3 weeks?
A: As our business is purely speculative and require no payment from schools or prepayments for photo ordering from parents/family, an expiration date is set for school photo events to ensure a revenue stream for orders. In most cases, expiration dates are extended and photo galleries are available at a later time for a $12 fee to re-upload the gallery.  [Back To Top]

Q: Why is your Return Policy?
A: If you are not completely satisfied with your purchase, we offer a 100% money back guarantee on all print products.

We're unable to accept returns on Image CDs, but will offer a free replacement in the event of a damaged CD.

Simply return the product, along with your receipt, within 21 days for a full refund to:

iClickSmiles
590 Taylor Way, Suite D
San Carlos, CA 94070
Attention: RETURNS

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