FAQs
you've got questions.
we've got the answers.
not seeing your question below? please email us at hey@soona.co and we will respond within 24 hours!
frequently asked questions about soona
what's included?
get ready to add some festive flair with our spring holiday pack. this pack includes 5 holiday-centric photos. a GIF. and a hand model. it is everything you need to make your spring holiday campaigns pop!
how can I prepare for my video shoot?
preparing for a video shoot can be a daunting task. but it doesn’t have to be! if you know exactly what types of video assets your brand needs - provide us with a detailed shot list that separates each clip by angle. if you’re newer to video product process we can help! we expertly curated our video packs to meet both creative and technical best practices. if you’re still unsure you can schedule a call with sales or email us at hey@soona.co and they will guide you through our video process. chatting with our team ensures that your final video product will exceed your expectations.
my shoot is over - how do I make sure I get the video that I want?
be sure to include notes on where you'd like the video to begin and end as well as any music choices you may have. our editors will read your notes! if we need additional clarification - our customer support team will send you an email.
what if I want photo and video?
photo and video shoots are booked separately to ensure there is enough time to achieve all your goals. please create two separate bookings if you need both types of content.
what if I want a GIF?
GIFs are possible in a photo booking. you'll be able to build GIFs using the photos in your gallery.
what type of video booking should I make?
want a complete video with a locked price? pick one of our video packs designed for specific business needs. you can build your own video too. each video clip is $93 and editing add-ons start at $9 each. you will pay a $93 booking deposit for your first video clip today to book your build your own shoot. you can buy as many clips as you like during your shoot.
is editing included in the cost?
video clips are the start and stopping of a recording up to 2 minutes long. at 1 camera angle. you can purchase the clips individually at $93 per clip and edit them on your own. or a soona pro can edit your clips together for $93 per clip plus a $99 flat fee. we also have editing add-ons. you can also select pro services (such as a model or styling). this is a prepaid nonrefundable fee and cannot be applied to the purchase of content.
what's included?
stay seasonally relevant and make your socials pop with this sweet Valentine’s Day pack. it includes 3 photos. a GIF. a hand model. and festive props!
what's included?
this pre-built photo shoot includes our most robust offering for a fashion brand. this pack includes 8 photos with a mix of model poses and mannequin styling to give customers a full view of how the clothes will look and fit.
what's included
this pre-built photo shoot includes 6 photos that encapsulate all the angles of your product and 1 360 spin video clip to show off the details. perfect for starting or building a gallery of all your ecomm imagery needs.
I’m a nail product brand
book with our custom manicure.
are there plus size ghost mannequins available?
plus size mannequins are available at select studios. please send us a note at hey@soona.co for more info.
do you shop at restaurants?
no. we currently restrict shopping to grocery stores local to our studio. please use a food delivery service to deliver food from restaurants to our studio.
what if an item is out of stock or out of season?
when an item is not available - our stylist will text you to offer a substitution or skip the item. you must opt-in to texting to receive stylists’ texts.
you can check item availability at major grocery stores we frequently shop at: Whole Foods. Sprouts Farmers Market. Natural Grocers. Kroger. Safeway. Trader Joes. Target Grocery.
who shops for my groceries?
stylists hand-select your items and drop them off at our studio before your shoot.
what stores do you shop at?
we shop at grocery stores local to our studio. we commonly shop at major grocery stores: Whole Foods. Sprouts Farmers Market. Natural Grocers. Kroger. Safeway. Trader Joes. Target Grocery.
what is grocery shopping?
grocery shopping is the service that allows you to select 20 items found at grocery stores that our stylists hand select before your shoot.
can I use ghost mannequins for a video?
ghost mannequins are a photo-based technique and are not available with our current video offering.
can I use a model instead of a mannequin?
for the “floating” ghost mannequin effect we recommend using one of our ghost mannequins with removal pieces that allow us to photograph your product consistently and efficiently. if you’d like a model showcased in the photo - we recommend booking a full body model.
what are the mannequin measurements?
what apparel products work with ghost mannequins?
tops:
- shirts
- blouses
- sweaters
- jackets
- coats
bottoms:
- jeans
- trousers
- shorts
- skirts
other:
- dresses
- underwear
- socks
- swimwear
- hats
what is ghost mannequin styling?
ghost mannequin refers to the post-production technique that removes a mannequin from a photo to achieve a seamless “floating” effect with your product. the final result showcases your products’ tailored shape and fit.
is styling included with furniture assembly?
an additional styling service is required to have your product styled in a lifestyle scene or with props during your shoot.
how much time do you spend assembling?
our crew will spend up to 1 hour for assembly before the shoot and up to 1 hour of disassembly after the shoot. if your products require more than 2 hours for assembly and disassembly - you may be required to add multiple furniture assembly add-ons.
I’m a nail product brand, how can I showcase my product on models?
to get your nail brand or product looking its best on a model - book with our custom manicure [link] service. the model(s) will take your product to a local salon and have a professional nail tech apply your product before the shoot.
please prepare to send an extra set or two of your product. one for photographing. and another for our models to take to the nail salon.
how much experience do your models have?
we pride ourselves on bringing everyday people local to our studios into our model directory. this allows us to celebrate diversity. accessibility & inclusivity. we offer a wide range of relatable models who have different levels of experience in production. all soona models undergo a test shoot and all operate under the same soona standards and expectations.
what if I don't need a model for the entire shoot?
we suggest you make a booking dedicated to just model shots. this may mean you create two bookings - one for model photos and another for non-model photos. for example: if you need 16 photos with no model and 12 photos with a hand model - we suggest you book one hand model shoot in the 10-15 photo range. and book another shoot without a model in the 16-25 photo range. if you have special shoot needs or need help with booking reach out to hey@soona.co for suggestions!
do I need to join my shoot if I book a model?
yes! attendance is mandatory for all shoots with models. this is to ensure that you can give live feedback to the model(s) and we can capture your content just the way you need it. if you are not in attendance for your virtual shoot with models - we will shoot for 1 hour. in these cases: if you would like more content with the model(s) you must create another booking.
what's the process of booking and scheduling a model?
1. create a booking on book.soona.co
2. select the number of images you are looking to purchase
3. select your models and any upgrades
4. pay the model booking fee and book your shoot
5. select your top model preferences + model details in your created booking's pro services tab
6. sit back and relax as we book your most preferred available model
7. join your shoot + watch the magic happen!
where can I browse the models that soona offers?
all of our models for each city are featured on models.soona.co. you will be able to select your top choice models for your shoot after you book. if you need more specific details on the models (such as measurements) we will be able to supply those details for you during or after your selection process.
how do soona prices compare to a modeling agency?
you pay a one-time fee for every soona model and that's it! there are no usage and renewal fees - so you never have to worry about where or when you can use your content! model prices at modeling agencies can be variable and booking fees can differ from model to model. there are also usage + renewal fees to use the content after the shoot and there may be extra fees added due to contract negotiations.
what do I need to do after I book?
ship your products and share what you want to create. not sure what shots you need? soona has packs that make it SUPER easy for you. check them out here!
what to expect during your shoot:
your creative team will closely follow the predetermined shot list. but wait. there’s more! our team will take as many photos as we can in our allotted time slot allowing you to always come back and re-shop your gallery for the standard $39 a la carte pricing.
how was soona started?
soona was founded by Liz Giorgi and Hayley Anderson after realizing how hard and expensive it is to create professional photo & video. Liz and Hayley are a dynamic founding creative team with a shared vision of using tech to enhance the work of creatives and improve access to high-quality custom content.
where are my photos?
your photos live in your gallery! scroll down on your account until you see the “gallery tab”.
do I get to choose my date and time for my shoot?
our schedulers pick a date and time that works best for our schedule to make sure you will get the best experience based on your shoot goals. you will receive an email with the date and time. have a conflict with the time? please let us know asap and we will do our best to get you rescheduled for a time that works better.
can I reschedule or cancel my headshots for all booking?
there is no canceling or rescheduling of the free headshots for all bookings.
what is fast pass?
with the fast pass you can:
- store your package at the soona studio
- get fast pass access to scheduling
- early access to new features
fast pass allows up to two 20 x 20 x 20 boxes. oversized items are subject to additional fees. the $39 recurring fee is billed monthly on the day you signed up to the last card on file. should you cancel storage prior to the end of the month there is no proration in billing.
note: when making your next booking select the “my product is already at soona” option. after you create your booking: under the details tab please “add your product” under the shipping section and select “add from account” to let us know which of your stored products we’ll be using on that shoot. your shoot cannot be scheduled without this!
I am outside of the US - do I still get a free shipping label?
at this time the free shipping label is only good for shipments within the US.
I’m not shipping a product because it’s already at your studio - how do I proceed?
visit the details tab of your booking and scroll down to “add package” + “add from account”. this will notify us that your products are already in studio 😊
I shipped my product! where do I add tracking?
visit the details tab of your booking and scroll down to “add package”. click that + add your tracking info. this lets us know your product is on the way, so we can keep an 👀 out for it!
can I bring my own model?
absolutely! you are more than welcome to coordinate your own model for your shoot. please just let us know in the details tab of your booking that you will be doing so.
will we have a call to plan before the shoot?
your kickoff call will take place at the start of your scheduled shoot. you will be able to go over the creative details + shot list and the goals for your shoot. add a producer to your shoot if you would like to have a designated point of contact prior to your scheduled shoot time. learn more about this additional service here.
can I edit or cancel my order?
email hey@soona.co to make any changes to your order. soona does not provide refunds.
what is the turn-around time?
your edited order will be delivered within 24 hours after you check out from your shoot.
can my team members join the shoot too?
absolutely! sign into your account and select "view account profile". scroll down. there is a "contributors" section where you can add teammates they will need to accept the invite and create a profile with the email address you added.
what is the usage policy?
when you purchase content you purchase the license to use the photos in perpetuity. in other words: anywhere for any amount of time! this includes our models as well!
to dig into this more, it's in section 5 of our terms 🤓
how do I join my live shoot?
join your live shoot via the little blue chat bubble on your dashboard. your crew will be there waiting for you!
how do I add a promo code?
enter the promo code on the downpayment screen where it says "promo code". make sure to enter this code when booking (NOT when checking out after a shoot). you can apply one promo per booking and cannot apply a promo to an existing booking.
how many headshots can I get?
we are offering everyone one free headshot! you can buy additional photos for $39 each.
can I bring a friend or team or pet for a group shot?
headshots for all is about YOU! create a regular headshot booking with us and we’ll have fun with everyone.
can I bring different outfits?
we ask that you show up wearing the outfit you feel most confident and comfortable in! we’ll make sure you’re looking good so you can leave feeling good.
can I pick a different background color?
each month we will choose a different backdrop color. check the website or follow us on social to find out what color is next.
what's the difference between headshots for all and a regular headshot booking?
headshots for all shoots are on the backdrop color of the month and are 15 minutes. want to have multiple wardrobe options? pick your own backdrop color? bring a friend? book a regular photo booking with us to customize your shoot.
contact info
we offer email and chat support.
email: hey@soona.co. we respond to all emails within 24 hours.
chat: little orange bubble on the bottom right! we respond to all chats within 15 minutes. Monday-Friday 8am-4pm MST.
the live shoot includes built-in time for kickoff call with your crew to review details!
quick links to resources:
- pro services - soona offers models + styling + producer services + more
- packs- explore our options for Shopify + Amazon + Instagram
- soona props - see what props are available in studio. send additional props you’d like with your product.
- soona surfaces - see what surfaces are available in studio to add dimension + texture to your product
- backdrops colors - see the colors we have available for your shoot
- inspiration pages - explore what’s possible at soona and sort by industry
rescheduling + cancellations + refunds
we want to ensure your shoot time works! you may reschedule your shoot one time by emailing hey@soona.co no later than 24 hours before your booking. we’ll do our best to accommodate a better time.
soona does not provide refunds. if you are not thrilled with your content we want to make it right! please reach out at hey@soona.co and we’ll work together to create content you love.
is it required for me to join my shoot?
yes! we require participation on your first soona shoot and any shoots with pro services. we want to capture your real time feedback so you leave with content you LOVE.
keep an eye out for an email with your scheduled shoot time and be sure to reach out to hey@soona.co ASAP if the time does not work. you may reschedule up to 24 hours before your shoot time.
how do I know if I need the styling pro service?
your soona shoot includes one photographer. a stylist provides an extra pair of hands to assist with things like:
- 5+ items in a single shot
- swatches or cosmetic textures
- food or ingredients
- apparel that needs to be steamed + styled + folded + pinned
- you want to recreate the style of a shot you saw somewhere else
after you book we review your goals and shot list. some shoots may require the styling pro service to be executed successfully.
does soona provide models?
yes! soona offers full body models + hand models + pet models. learn more about soona’s models here. you will select your preferences via the pro services tab after you complete your booking.
see our models 👇
you received my product - how long until we can shoot?
we aim to schedule your shoot at the next available time within 1 week after we receive you product. this time can vary. shoots with pro services require additional coordination which may extend the time to schedule your shoot. please double check that you’ve filled out any & all forms on the pro services tab of your booking. you will receive an email confirmation once we have you on the calendar.
how does shipping work?
soona provides your first USPS label free! click on the details tab of your booking and scroll down - select help me ship for your first free label!
what about return shipping?
during booking you’ll share your preference for what to do with your product post-shoot.
store: soona’s fast pass program stores your product and props in studio until your next shoot. $39 per month.
return: we’ll send it right back for the cost of the label and a $20 return handling fee.
discard: we’ll safely discard your product in a way that protects your brand.
what editing is included in the $39 photo cost? what are the $9 editing add-ons?
what are the $9 editing add-ons?
we offer editing add-ons for $9 per add-on:
- change background color or pure white
- product touch-up (such as removing barcodes or scratches)
- transparent background PNG export
- buy the RAW uncompressed file
- smooth skin
- create a pattern using your product
- photoshop it
what editing is included in the $39 photo cost?
each purchased photo + video includes standard editing to brighten + crop + make your content ready to post. below is an example of a before and after of a standard edit:
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photos are delivered in 2 versions: a full-resolution JPEG and a web-ready JPEG.
I need a quote. how does pricing work?
at soona you book what you need and buy what you love. your booking downpayment covers your first $39 photo or $93 video clip + the cost of any pro services you may have added.
$39/photo
$93/video clip
packs start at $259
you may also choose to add pro services such as a model or styling. pro service pricing is a one time flat rate + tiered based on the amount of content you need.
I’m not sure what to book! can soona recommend a booking?
here to help! we offer 2 types of shoots:
select “build your own” to choose each detail of your shoot + pay a la carte. want a pre-built pack? select a pack! these shoots are prepaid. discounted. and created with ecomm and social media best practices in mind.
still have questions? email our team at hey@soona.co and we will create a customized booking for you based on your goals.
what is soona? how do I get started?
soona is the first virtual studio for product photography. our platform makes it possible for brands to create affordable content from anywhere. our mission is to provide quality content for all.
1. book and share your content goals
2. ship us your goods (your first label is on us! select “help me ship” on the details tab of your booking to generate your label)
3. join your shoot via the blue chat bubble on your dashboard
4. collab with your photographer and give real-time feedback
5. shop your content a la carte immediately after your shoot + get edits back in 24 hours
we can’t WAIT to create together. book here to get started. learn more via soona’s live demo.
if I choose grocery shopping: can soona just pick out things for my shoot?
we want to get exactly what you want for your shoot! we’ll send a form for you to fill out and make a shopping list for us. need some ideas? check out our inspo page to see what’s possible at soona!
please note: fresh ingredients are sourced at local grocery stores near each studio. seasons can affect which fruits, vegetables, plants, or flowers are available.
what if i want to show more than just hands during the shoot?
the hand model pro service is just for hands. please choose a full body model instead if you’d like to show a full body, face, or feet.
does styling include props?
stylists have access to our standard studio props! any props outside this list can be shipped to our studio. book our grocery shopping services for any fresh ingredients you may need.
