Frequently Asked Questions

We know ordering performance memories can come with questions — so we’ve made everything simple and clear below 💗

Register For Your Event

How do I know when photos are live?

The easiest way is to register.

Once your gallery is live, you’ll receive:
• The gallery link
• The event password
• Ordering instructions

If you don’t register, you’ll need to wait for your studio or event organiser to release the password.

Viewing Your Photos

How do I view my photos?

Visit:
galleries.onstagemediaaustralia.com

Enter your event password and you can view and order directly online.

When will photos be uploaded?

Dance Competitions
Photos are usually uploaded within 3–5 days after the event.
For very large competitions, please allow up to one week, as we capture around 6,000 images per day and sort them carefully before uploading.

Kindergarten & Childcare Centres
Please allow 3–4 weeks from the start of your centre’s booking.
We photograph over 1–2 weeks at each centre before uploading galleries.

Where do I find the password?

If you registered — it will be emailed to you once the gallery is live.

Dance Competitions — an email is generally sent 5–7 days after the event.

Stage School Australia — passwords are emailed directly by Stage School Australia.

Kindergarten & Childcare Centres — your centre will provide your child’s personalised password.

Please check your junk folder before contacting us.

Videos

Can I watch my competition video before buying?

No.

Videos are not uploaded to the gallery due to privacy and file size limitations.
Previewing before purchase is not available.

Do I need to pre-order?

No.

We record all performances so you can sit back, relax and enjoy the show.
You’re welcome to order after the event when you’re ready.

Pre-Orders

What are the benefits of pre-ordering?

Pre-orders receive a 10% discount.

Pre-ordering also secures your performance in advance and means you don’t need to remember to order later.

What if my child does not perform?

If there is a non-appearance, your pre-order can be:

• Refunded
or
• Credited toward a future performance

Please contact us within 7 days of the event to arrange this.

Can I cancel a pre-order after the event?

If the performance has taken place and been recorded, pre-orders are processed as purchased.

Pre-orders cannot be cancelled due to change of mind once the performance has occurred.

Packs & What’s Included

How many photos are included in a dance competition pack?

Dance competition packs include all images taken of that selected performance.

If it appears in the gallery for that item — it’s included.

What about concerts or Stage School performances?

Package details and image counts are clearly displayed during checkout for those events.

Can I order troupe photos?

Troupe orders require written permission from the choreographer or studio principal before release.

We contact the studio directly for approval, which may cause a short delay.

Editing & Image Presentation

Images are uploaded as photographed.

We do not individually edit images prior to upload or ordering.

Please note:

• We photograph under live event lighting
• Lighting is controlled by the event organisers, not our team
• Some venues use coloured, pulsing or low lighting
• Painted or textured backdrops may show natural variations
• Minor background inconsistencies are part of live performance photography

We capture what is presented on stage.

If you have specific editing requests, please contact us prior to ordering to discuss what may be possible.

Delivery & Turnaround Times

We regularly update current turnaround times on our website.

Standard Timeframes

Digital gallery orders:
Usually delivered within 7 days after purchase.

Video and package orders:
Typically processed within 1–2 weeks from the order date.

Peak Season Notice

During busy competition and concert periods, processing times may extend to up to 3 weeks.

Please note:
Shipping time for USB and physical products is not included in the processing timeframe and depends on Australia Post delivery times.

If your order has exceeded the published timeframe, please contact us.

Payments & Refunds

Orders are processed once full payment has been received.

All purchases are considered final, so please choose carefully before completing your order.

Before purchasing, we recommend checking:

• Your child is clearly visible
• You are happy with lighting and background
• They are in the foreground if that is important to you

Dance competitions are lit for audience viewing, not specifically for photography.
We capture what is presented on stage.

Privacy

We respect your privacy.

Personal details are used only for order processing and communication.

Photos are not provided to event organisers or any third party without prior approval (unless outlined in your event entry agreement).

Competition videos are not publicly viewable for privacy reasons.

Still Have Questions?

If you’re unsure about anything before ordering, please reach out.

We genuinely want you to love your memories 💗