How do I find my Newborn Portrait?
By clicking on the WebNursery® link at the top of every page or from the Our365.com homepage, there are three easy ways to search for a baby on Our365.com:
Search by Family Name
We require four pieces of information: Baby's birthday; the first three letters (at least) of Mom's last name; the state or province where Baby was born; and the country in which Baby was born.
We'll return a list of babies that's organized according to the hospitals in which they were born, shown under Mom's first name. Click on the mom of the baby you want to see.
Search by Hospital
Enter two pieces of required information: the state or province and the country in which the baby's birth hospital is located. If you know the baby's birthday and hospital city, that will help narrow your search.
See the list of hospitals in that state or province that offer Our365 Newborn Portraits, then click on Mom's first name in the hospital search results to visit her baby's Newborn Portraits page.
Search by Customer Number
Enter your 6- to 16-digit Customer Number. Your Customer Number is your personal Newborn Portrait ID. It was printed on the paper that you received when your Newborn Portrait was taken in the hospital (it might have been called a "Cart ID," "Baby ID," or "Photo ID"). If you can't find it, please call Customer Service at 1-800-620-8479.
Search by Access Number
Enter your 9- to 16-digit Photo I.D. number. It should be on the registration papers given to the patient in the hospital when she signed up for Newborn Portraits. If you can't find it, please call Customer Service at 1-800-620-8479.
back to top
Who can see my baby's portraits?
Depending on the hospital where your baby was born, your baby's Newborn Portrait page may or may not be protected by a Visitor Password. To limit access to the page, just go to Edit Profile. You will be asked to enter your Username and Password from your WebNursery® Welcome e-mail. If you did not receive a welcome e-mail from WebNursery®, or if you registered with WebNursery® prior to July 30, 2008, we'll tell you how to obtain a new Password on the Log In page. You can change your Visitor Password to whatever you like. Our privacy safeguards ensure that your baby's identity and image are protected against any misuse or fraudulent activity online. Only those who know your Customer Number can purchase Baby's portrait.
back to top
How do I order Newborn Portraits?
Either order online in the "Gifts" section of Our365.com or contact Customer Service at 1-800-620-8479.
back to top
How do I return an order?
Your satisfaction is important to us. If you have questions or concerns, please contact our Customer Service Department at 1-800-620-8479 within 10 days of receiving your package. (Sorry, shipping/handling and C.O.D. fees are not refundable.)
back to top
Where can I find my I.D. number?
Your photo I.D. is a 9- to 16-digit number located on the order form that you received from the Our365 photographer in the hospital. Still can't find it? Please call Customer Service at 1-800-620-8479.
back to top
When are Baby's photos posted?
The portraits are usually posted within 24 to 36 hours of the baby leaving the hospital, and baby photos are available online for at least six months. If during this timeframe you cannot view the photograph, reconfirm the password with the baby's mother and try again.
back to top
How do you choose the pose I receive?
If you are not in a hospital that allows you to preview the baby's photos, you can view them in WebNursery® at Our365.com. After finding your baby in WebNursery® you will be able to view available pose(s).
back to top
Ordering Gifts
To order gifts please click on the "Gifts" button that appears at the top of all web pages. You will be able to order prints, announcements and keepsakes in a few easy clicks.
Shipping & handling will automatically be added to your order at checkout. If you'd like to calculate these charges prior to finalizing your order, go to the "Shopping Cart" link and click on Shipping & Handling.
back to top
Is it safe to order online?
Our365.com understands the importance of your family's safety. All orders and personal information are protected and secured with encryption and the use of a VeriSign site certificate. You can feel confident that your order information can only be read by an Our365.com representative.
back to top
I can't view some things on your Web site.
The Our365.com Web site is best viewed using:
Internet Explorer version 6.0 or higher
Netscape version 7.0 or higher
If you are unsure of which browser version you have, in most cases you can find this information under the Help menu, under "About Internet Explorer", "About Navigator", "About Netscape", or something similar. Macintosh users can also find these options under the Apple menu.
If you want to get the most out of your experience at Our365.com, you should also download Flash now.
Due to the wide variety of settings and capabilities of individual monitors, it is difficult to display the exact color and details of images. If you feel that the color of a gift item you ordered from Our365.com is not what you thought it would be, feel free to return or exchange it.
back to top
How can I bring Our365 services to my hospital?
Our WebNursery® program is a great way to set your hospital apart. It lets new parents share the news with family and friends in two ways: by e-mail with our custom announcements feature, and on the Web with our own WebNursery® and family album features.
We have a variety of options available for WebNursery® to best suit your needs. Click here for more information on how your hospital can become a WebNursery® partner.
back to top
How can I contact you by phone?
If you need to contact us by phone, please call Customer Service at 1-800-620-8479.
back to top
My question isn't answered here.
Still don't see what you're looking for? Send us an e-mail and we'll get back to you as soon as we can.
back to top
How do I check my order status?
To check you order status please call Customer Service at 1-800-620-8479.
back to top
What is a Hospital Cart ID?
Your photo I.D. is a 9- to 16-digit number located on the order form that you received from the Our365.com photographer in the hospital. Still can't find it? Please call Customer Service at 1-800-620-8479.
This ID allows you to more easily find your photos in the Our365 WebNursery and share them with your family and friends.
back to top
Do you accept product returns?
To enquire about product returns please contact Customer Service at 1-800-620-8479.
back to top
What is in a family scrapbook?
A Family Scrapbook is a collection of memories, words, pictures and observations that uniquely tell your family's story. To get started today go to the Family Scrapbook section of "Our Moments" and start telling your story.
back to top
Why can I only upload a jpg file type?
Currently the Our365 website only supports the upload of "jpg" or "jpeg" formatted images - the most printer-friendly picture format. Please save your pictures in “jpg” or “jpeg” format for easy upload. Our365.com recommends that the photo files you upload are 3 mg or under.
back to top
Is my information secure?
Our365.com understands the importance of your family's safety. All orders and personal information are protected and secured with encryption and the use of a VeriSign site certificate. You can feel confident that your baby's information, and you personal information can only be read by an Our365.com representative.
back to top
How do I invite my family and friends to be part of my family site?
Sharing your moments with friends and family is at the heart of the Our365 experience. To invite your friends and family to be a part simply add them to your address book. The next time you have something you want to "share," invite them to take a look and they can automatically sign-up to become a part of your family group.
back to top
Who sees my Moms Express questions?
The only people that can view your Moms Express questions are friends and family whom you have specifically designated and invited when you set up your Moms Express list.
back to top
Where is the data from Baby Namescape from?
The data for Baby Namescape is drawn from more than 2500 Our365 participating hospitals across the U.S. and Canada.
back to top
What is Our365 Club?
The Our365 Club is the leading provider of services to new and expectant parents. We deliver offers from our corporate partners directly to club members through mail, e-mail, and phone-based programs.
As a member of the Our365 Club, you'll receive discount offers, coupons, and free samples of products you and your baby need, from trusted brands like Scholastic, Gerber Life Insurance, and Parents magazine. Your free membership also includes "milestone gifts". These age-specific gifts are useful and relevant items designed to make your parenting experience even more rewarding.
back to top