Support

Email support@ourfamilydances.com and a person will read it. We reply within one business day, usually sooner.

Send it from the email address you ordered with, or tell us which address you used. That is how we find your order — there is no account or password to dig up.

My song has not arrived yet

Songs are not instant. Most orders are ready the same day, and we email you the moment the first track finishes. If it has been longer than a day, email us and we will check whether the generation failed and restart it.

A name is wrong or said incorrectly

This is the thing we most want to get right, so we redo that track free. Tell us the name and roughly how it should sound, spelled out the way you would say it aloud — like "ZAY-nab" or "MACK-seem" — and we will regenerate it.

One track of my album is missing

Album tracks arrive one at a time, so a gap usually means that track is still being written. Your player page shows how many are ready. If one never turns up, email us and we will retry it. The tracks that finished stay yours either way.

I cannot find my player link

Check the delivery email first, including spam. You can also open Find my songs and enter your order email to pull up everything you have bought. If the order went through with a typo in the email address, write to us and we will move it to the right one.

How do I download the files?

Every finished track on your player page has a download option. The files are yours to keep, so save them somewhere safe rather than relying on the link forever.

Who gets a song of their own?

The album is one song for the whole family, with everybody called out by name, plus a song of their own for each kid, up to 2. Grown-ups and pets are shouted out in the family song rather than getting a solo track. If you filled the form in the wrong order and the wrong person got a solo song, email us and we will regenerate it.

Can I change the song after I hear it?

If something is wrong — a name, a missing track, a song that clearly does not match what you asked for — we fix it or refund you. Tastes are harder: if you simply wanted a different sound, tell us what you were hoping for and we will see what we can do.

Refunds

Ask and we will look at it. Because each song is generated to order we handle refunds case by case, and we would rather redo a track you will actually play. Full details are in our terms.