FAQ's
These are commonly asked questions. Please use our contact form with any other concerns and we will get back to you promptly.
 
PLEASE BE ADVISED WHEN USING CHECKS THERE IS A $30 BOUNCED CHECK FEE ADDED. CARDS ARE THE RECOMMENDED PAYMENT METHOD. 
 

ORDER FORM QUESTIONS?

1. I have my order form from the school - what is my CLASS 'number '?

All classes are ordered by a NUMBER only. The school will provide a numbered class list prior to the shoot. It will also be at the Administration Table the day of the shoot.
**** Please check that YOUR group is being TAKEN at all that day. 

2. Can I fill out one form for all costumes and classes? 

NO. Please use a separate form for EACH COSTUME (per child). Forms are turned in AS EACH PHOTO IS TAKEN.
If there are no more forms, it may be copied or your school has a PDF you can use to print out more as well. 

MULTIPLE CLASS PHOTO MAY BE ADDED to any form.

3. Do I get a DISCOUNT FOR MULTIPLE COSTUMES?

YES. Discounted packages ( F & G) are offered right on the form. You MUST purchase as least (1) Regular A-E Package within your family to be eligible for the discounted ( F & G) Packages. 

4. Why can't I order the Website Only photo gifts as a Pre-Order at one time and why are some items different?

Some schools have Pre-Order Photo gift options right on their form. They are specific products that are produced faster and can be offered to arrive WITH your order only if photos are shipped to the school directly. Website only gifts have more variety and are available to all schools online after the shoot and will be mailed directly to your home.   

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PRE-ORDERED EMAIL OPTION CONCERNS:

1. What if I never received my e-mail files?

  • Please check your junk or spam folder first for missing e-mails. The email will have your child's name in the subject. 
  • If you are sure the entire school has received them, please use our Contact Us page to inquire. Please note: Some schools take multiple days to process. If you have more then one photo, please wait a few days before emailing. 

2. What if I have problems downloading photos from my email or the photos are embedded in the body of the email?

  • Request a zipped file via email if trouble opening your .jpgs. (Simply reply back from your email to us.)  

    **** Suggested download location is a COMPUTER. Always make a safe back up.

PROBLEMS ORDERING FROM THE ONLINE SITE?

1. How do I order MORE Prints, Digital Versions, Additional Class pictures or Photo Gifts?

AFTER the photos are delivered, have your white envelope and go to our site's home page, www.dsmcustomerservice.com 
- Enter your school's ACCESS CODE on the bottom or on the client gallery page to sign in and order.

The code is printed on your envelope following: 'OtherInfo' (see yellow highlight below)
- For further ordering instructions, click here. 

2. What if I can't find my access code or just have digital email versions?
Please fill out this required form for code request. We will validate and answer you shortly.  
 

3. What if there is a PROBLEM with my printed photo order or the order I placed online? Missing something?
No need to contact your school. DSM will help you directly! Select the page Contact Us, completely fill out the form and describe the problem with file names (if applicable). The more information the better! We will contact you shortly. 

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4. What if I am not satisfied with the portraits? What are the policies?

- LIMITED PORTRAIT WARRANTY -

  • DSM will always do our best to take the best photo possible, but is not responsible for child's refusal to smile or issues with hair, makeup or costuming. 
  • If your portraits are not technically/photographically acceptable, then return them to our office within 10 business days of accepting delivery at your school or your home. The postmark can be marked on the TENTH day. 
  • Do not return photos to the school. Mail to DSM directly. 
  • Retakes are not available.
  • Posing is done to the best of the child’s ability and to compliment the costume.
  • DSM is not responsible if the school poses the required pose.
  • Backgrounds are preselected by the school.


If you reviewed the terms and are returningALL PHOTOS must be returned to: 

DSM Productions  21 New Freedom Rd.  Medford, NJ 08055
Please include your School Name and Contact Information. (Postage will not be reimbursed)

EMAILED PHOTO ISSUES: Please email us with your concerns. We will inspect the photo and see if any of your concerns may be addressed in photoshop and emailed back. Please note: We always strive to send the best smile and dance correct photo is chosen from the options of that day. 

 

5. What if my order is damaged in the mail?

The post office does not cover damaged photos, but we do.  Return ALL prints in the original envelope to our office within 
10 business days of accepting delivery at your home for a replacement.  (Return postage will not be reimbursed.)

 

6. Where is the FILE NAME located for my photo?
 
On Prints: File name is located on the back of the photo itself. (EX: DAV3855.jpg) 
The zeros are NOT needed at the end to refer to.
 
On Digital Downloads: The name of your file IS your file name. (see above photo)
 
Class Photos: have their own file name as well and will start with a number. Please DO include the #. It always helps to include costume color as well.
(ex: 05_DSM1212 - green glitter costume. The group number assigned to the class the day of the shoot = Group 5)
 
 
 
7. What do I receive with a Digital Download from the Online Site?
 
  • Instantly purchase and download high resolution .jpg files of your photo to your computer. After payment. No email alert. 
  • Print or distribute as many as you wish. 
  • Photo release is included at time of download for reproduction. Please print this and keep for your future use. 
  • This product is located on the 'Select Category' after you hit the BUY button under DOWNLOADS.
  • Back up all downloads to a safe place. 


PROBLEMS ORDERING FROM THE ONLINE SITE? (www.dsmcustomerservice.com)

STEPS TO ORDER:

  1. Enter your Access Code and Email to sign in.
  2. Scroll all pages to locate your photos. (SHOW ALL button located on bottom of page)
  3. If multiple photos, ADD TO FAVORITES as you go for quick access. (Click TOP LEFT of screen "FAVORITES: MY SELECTION (#)" to review.
  4. Ready to order? Double click on image, choose product and quantity and hit BUY and assign desired product(s) and ADD TO CART for checkout with a credit card.

    SELECT CATEGORY for items you want to purchase: PRINTS, DIGITAL DOWNLOADS, APPAREL, SPECIALTY CUPS, STATUETTES (under showcase), ect. Use the BACK button to get back to main category menu.
  5. When ordered, go to CHECK OUT. AT THIS TIME QUANTITIES, CROPS, ADD MORE PRODUCTS WITH THIS PHOTO, CUSTOMIZATION will occur prior to check out.
  6. Hit CHECK OUT NOW when order is reviewed.
     
  7. Products will be shipped to your home or desired shipping address. (*Please note items many be shipping separately)
     

PROBLEMS WITH YOUR ORDER:

  1. Please email Support@zenfolio.com if (ONLINE SUPPORT ORDERING ONLY)
  2. Missing your Digital Download you paid for online? Log in to your account and download from the online link. 


 

Still questions? Select Contact Us page and use the form to describe the problem and we will respond shortly.


Thank you!