Songs
When will I get my song?
Songs are ready immediately — the full song and any discount codes are emailed to you right after purchase. If you don't see it, check your Spam, Junk, or Promotions folder, as our emails occasionally land there.
A name in the song sounds wrong — can you fix it?
A song's audio can't be edited once it's made, so fixing a name means creating a brand-new song — which only takes a moment. When you make the new one, use the Phonetic Pronunciation box just under the child's name and spell it the way it sounds — for example Sabrina → suh-bree-nuh or Pepaw → pee-paw. That's the surest way to have every name sung exactly right.
Can you fit everything I wrote into the song?
We do our best to weave in all the details you share. That said, a song can only hold so much and still rhyme, flow, and make sense — so if you send a very long list of things to include, we may not be able to fit every single one. A handful of meaningful details makes for the best song, so please keep your list reasonable and lead with what matters most.
Videos
How long does my video take?
Videos are usually ready within 24 hours of purchase — occasionally a little longer during busy periods. We'll email you the moment it's done, so there's nothing to do but wait.
Can the character be changed after I approve it?
Once you approve your character, it can't be changed — any change means generating the whole video again from scratch. So please look closely at the character you've built before continuing: hair, eyes, skin tone, and outfit are all final at that point. One important note: we build the video from the character you approve, not from written notes. Typed requests about wardrobe or appearance won't override your selections, so please make sure the character itself looks exactly right rather than adding notes about how they should look.
Why don't the background characters look like our family or friends?
The background characters are created automatically and are intentionally generic — they aren't meant to be any specific person. Your child is always the star of the video; the others are simply there to bring each scene to life around them.
How do I watch the video on my TV?
Open the video link on your phone, then tap the Cast icon (a little screen with curved lines in the corner) and pick your TV — your phone and TV just need to be on the same Wi-Fi. On an iPhone with Apple TV you can also use AirPlay. Or simply open the link in your smart TV's YouTube app and sign in. Once it's playing, you can put your phone down — it streams straight to the TV.
The captions on the video look wrong — can you fix them?
We don't add captions to your video. Any captions you see are auto-generated by YouTube, so they sometimes mishear a word — and we aren't able to change them. You can turn them off anytime by tapping the CC button in the video player. The song itself is never affected.
Delivery & privacy
How is my song or video delivered?
Everything is delivered digitally, by email, as a private link you can play and share. We don't mail physical copies — there are no CDs, DVDs, or discs. Your link is yours to keep, replay, and share with family anytime.
How do I download my song or video?
Open your link and scroll to the bottom of the song or video page — you'll find download and share options there on every song and video page.
Is my child's video private?
Yes. Each video is hosted on YouTube as an unlisted link, which means it can't be searched for and won't appear on any channel or in any results. The only people who can see it are you and anyone you choose to share the link with. It's yours to keep and share as you like.
