Frequently Asked Questions

Print & Create Standard FAQs below | Premium FAQs please scroll down ↓

Getting Started

Click the “Join Now!” link located on the upper right hand side of the screen to create a new account with our service. Your email address will be your user name. Enter the password of your choice.

Creating an account allows you to upload images into albums and gives you exclusive access to those images and albums.

*If the store uploads images for you from film or from a kiosk and you do not yet have an account, you will have 20 days to accept the terms and conditions in order to keep the images online.

You can upload an unlimited number of images for editing, printing, and sharing. The images will be stored in your account as long as you have logged in within a six month period to let us know you are still using your online photo account. Should you forget to log in, you will receive an email stating your images are in danger of being deleted.

Our basic service is free. You can upload an unlimited number of photos for editing, sharing, printing, and gift creation. The only charge is for products you order..

If you have forgotten your password, click on the “I forgot my password” link located on the "Log In" page. If you do not receive the email within about 10 minutes, we recommend checking your Junk and Spam folders as it occasionally gets filtered by these automatic applications.

Features

You can choose to download a specific image from your online account back onto your computer. Unfortunately, at this time, you can only download the images one at a time.

  1. Click on the “My Albums” link located on the right hand side of the screen above the "My Cart" text
  2. Select the album where the image is saved
  3. Locate the image and double click on it. The image will enlarge to a pop up overlaying the "My Albums" page
  4. At the top you will see a "Download: sm | L" option. The "sm" option will download a small version of your image and is good for emailing purposes. The "L" option will download your image at the original resolution

We provide a basic photo editor that allows you to crop or rotate your images as well as apply special effects like black & white or sepia. To get to our "Edit Tools":

  1. Click on the “My Photos” link located in the My Account dropdown menu located to the left of the "My Cart" icon
  2. Select the album where the image is saved
  3. Locate the image and click on the pencil icon in the bottom right hand corner. The image will enlarge to a pop up overlaying the "My Photos" page

When you are done editing, you can save a copy of the edited image in your album or save over the original image. The new edited image can then be ordered like a regular print.

Images are organised in to albums or folders. By default, the album name is the date the images were uploaded. But you have full freedom to change the name, either during the upload process, or in "My Photos" once they are already in your account.

To learn how to change the name of the album as you are uploading, please see our FAQ "How do I change the name of the album I am uploading to?"

Yes. Red Eye Removal is available using our Edit Tools.

For additional information on our Edit Tools, please visit the FAQ "Can I edit my images using your service?"

To share via email:

  1. Click the “My Photos” link located on the right of the screen under the "Welcome" section.
  2. Note that you only share the entire album. So by selecting one image and then clicking the "Share" option you will be sharing all images within that album.
  3. Click the “Share” drop down menu that is on the tan bar above your images, and select “Email”.
  4. Place the recipient's e-mail address in the “TO” field. You can share photos with up to 20 recipients in a 24 hours period, or with an unlimited number of people if you have spent a total of $10 or more on the site. Make sure you are separating the e-mail address with a semi –colon (;) if you are sharing with more than one email address.
  5. Add a Subject and a message if you want.
  6. If you would like to give your recipients sharing preferences, check the sharing preferences boxes.
  7. Click the “Share” button towards the bottom left of the screen.

Basic – Get Started:

  • Drag images into image placement boxes from you album folders at the bottom on the screen.
  • To replace an image simply drag another image on top of the image you want to replace.
  • To move, zoom or rotate image just select the image and click on the edit tool, choose action you want and the click
  • and move your mouse till the images is where you want, or zoomed to the size you want.
  • To insert or edit text – select the text box and you can see the copy on the product as you edit.
  • Inside the configuration tool you can save your project and complete later, and you can also upload more photos to use within your project.

Advanced:

  • To access all features click the “Customize” button at the bottom right of the builder.
  • You can drag clip art, backgrounds, and borders directly onto your project.
  • To resize or change image placement just select the image and the move your mouse till the image is in the correct place.
  • To crop your image just select the image and then click a box and drag it till desired cropping is shown.

The Order Process

Post out orders can take up to 10 business days ( generally closer to 5)

In store pick up orders, generally 24 hours however contact your store direct if you need them sooner, we can have your order ready in as little as 1 hour just have your order number and name ready so we can locate your order quickly.

There are two ways in which you can crop your images.

The first is prior to ordering anything. When viewing your images in your online folders, you can click the Pencil icon to access the Edit Tools. Please see the FAQ "Can I edit my images using your service?"

The other option is to wait until checkout to crop your photos. If your images need cropping, then you will be given three cropping options.

  1. Auto crop: will be done automatically, but can result in heads cut off if your subject is near the edge of your images.
  2. No Crop: fits the entire image on the print, so that the largest side fits on the paper. The empty spaces that are left by the smaller dimensions are then filled with white space.
  3. Manual: which lets you see and do the cropping.
For pick up locations in your area please visit the "Locations" link located in the upper right hand corner of the site.

There are two possible payment types.

Pay Online: If Pay Online is offered, we process prepaid online orders via a PayPal gateway. You do not need a PayPal account, it is just the way we process payments. You can use a Credit card and bypass by clicking "Continue as a Guest." Or you can log into your PayPal account and checkout using whatever payment methods you've setup for your account.

Pay In Store: If Pay In Store is an option you will pay when you pick up your order. However, there may be a limit. For example if the order is over $20 it may prompt you to pay online due to being a larger order.

When placing an order, enter the coupon or promotion code in in the field on the Order Summary page. Then make sure to hit "Apply" button and the shopping cart will automatically total the remaining balance, if any, from the combination of the credit on your account and the coupon.

Please note, if you are combining free prints, dollars off and a coupon on the same order, the free prints are applied first, the dollars off credit is deducted from the sub-total, and then the coupon/promotion code is applied to the order. Please note, you cannot combine a credit, a coupon code, and a Deal in the same order.

Contact our online help team if you have any issues with promotional codes

Unfortunately, you can only use one coupon/promotion code per order. You always can split your order into multiple orders and use the separate codes on the separate orders.
  1. After you have selected images in "My Photos" for ordering they are listed in the shopping cart.
  2. You can click on the shopping cart icon, to see the items current in it at the top. (The bottom section will allow you to add other sizes to the cart.)
  3. Next to the product name is an "Edit Item" link. This will open a pop up window that will allow you to edit all images currently selected as this product. You can change the product, change the finish, and change the quantity, and it will make this change to all images that were selected.

Or under an individual image you can click the QTY link and edit the quantity of that image. For example if you needed to change it from 1 copy to 2 copies of a specific image.

Aspect Ratio is the size (width x height) of the image. The aspect ratio tells a lab technician what size(s) the image can be printed without requiring cropping. For example, an image with an aspect ratio of 4x6 can be printed at 4x6, 8x12, 12x18, etc without any cropping, because 8x12 and 12x18 are the same ratio as 4x6.

Many digital point and shoot cameras now capture images in a 4.5x6 ratio. This means that most digital images taken with a point and shoot camera will need to be cropped slightly.

DSLR generally take photos using the 4x6 aspect ratio. Some compact or CSC cameras may use the 4.5x6 ration, check your menu setting you may be able to change this setting.

For more information on cropping and cropping options available on the site, please read the question, "How do I crop the pictures in my order?"

Please refer to the Terms and Conditions of the website. It is also recommended that you call and speak with your local lab/store for specific information.

My Albums

The albums are fully editable. To rename or delete an album: Go to "My Photos"
  1. Click on the cog wheel to the right of the album you wish to rename or delete.
  2. Chose "Rename" or "Delete"

To create a new album:

  1. Click on the “My Photos” link, located on the right hand side of the screen under the "Welcome" section.
  2. Click the plus sign to the right of "My Albums".
  3. You will then be able to name your new album.
  4. And Click "Add".
  5. Your new album is now located in the album list!

To move or copy your pictures from one album to another, you will need to have already created the album you want to move the pictures to. For directions on how to create a new album, please see FAQ "How do I create a New Album?"

  1. Click "My Photos" located on the right hand side of the screen under the "Welcome" section.
  2. Open the album where the photos are currently located.
  3. Select the images you would like to move.
  4. Click "Move/Copy" from the navigation above the images.
  5. You will be presented with a drop down list of albums currently in your account. Select the album you want the images moved to.
  6. Click either the "Copy or "Move" button.
    • Copy: places a new version of the image in the album.
    • Move: places the original image in the new album.
  7. Then click "Save Changes"
  8. The images are now located in the new album.

Order Status

Cancel: Due to the high speed at which the orders are fulfilled, we cannot cancel an order once it has been placed.

Change: Orders are sent as packaged non-editable JPG files to the lab that produces them. Thus an order cannot be edited or changed once it has been placed.

You can check the status of your order at any time by clicking the "My Orders" link located on the right hand side of the screen under the "Welcome" section. Click on your order number to see the details of that order.

One of our Live Help technicians can look up the tracking number for your order. Depending on the order, the technicians may not have direct access to tracking the order. However, if you give the technician your order number and the store you ordered from, they can look it up and get back to you.

Ground Shipping: Unfortunately, we cannot track orders that are mailed via standard ground shipping. If it has been more than the 7-10 business days since you received the "Order Shipped" email, please contact our Live Help technicians, so we can check on your order and reship if necessary.

Uploading Images

After adding images to your shopping cart and choosing the prints you would like to order, proceed to checkout and the resulting page is where you enter your billing and shipping information. At the bottom of this page is an area where you can enter the coupon code. Enter the code in this box and click Continue. The coupon value will be subtracted from the subtotal and the revised total will appear on the resulting page.

You can upload an unlimited number of images for projects, printing, ordering, editing, and sharing. The images will be stored in your account as long as you log in at least once every six months to view the photos. Logging in once every six months lets us know you are still using your online photo account. Should you forget to log in, you will receive two emails stating your images are in danger of being deleted due to inactivity. If you fail to log in after the second notice, your images will be deleted.

Please Note: All images are converted to JPEG for printing purposes. And extremely large images may be compressed to help facilitate printing. This occurs at the time of uploading. So while we do store your images as stated above, re-downloading the images may not be the exact file type and size initially used to upload to us.

Check the Terms and Conditions link at the bottom of the page for more information.

We accept the following file types: JPEG (.jpg)

We do not accept: PSD (Photoshop .psd), PDF (.psd), Word Documents (.doc, .docx), or RAW files.

To add photos to your online account via the website, please do the following:

  1. Click the “Add Photos” link located on the upper right side of the web page under the "My Account" section.
  2. Note: This does us Adobe Flash Player, so if you are having trouble update to the latest version.
  3. You will then select a speed. Regular is recommended for best quality.
  4. By default it will create a new folder with Today's Date, but you can click "Change Folder" to choose an existing folder, or choose a name for a new folder.
  5. Next you will click "Select Photos." This will open a pop up browser window of your computer that only you can see. You can then navigate to the folder where your images are located.
  6. You can the select multiple images within the same folder by using the SHIFT key to select images next to one another, or hold down the CTRL key to then select various images within the folder.
  7. You will then click "Open" in the bottom right of the pop up. The pop up will close, and the upload will start. You will be able to see the progress of the upload. Once the upload is completed the page will re-direct to the newly upload web folder.
  8. You now can order these images as prints or use them in a project or make a photo gift!

Trouble Shooting

You can update your email address, change your password, or edit your home address at any time.

  1. Click on the "Edit Account Info" link located on the right hand side of the screen in the "My Account" menu.
  2. On this page you can update your email address, change your password, edit your home address, check your orders, upload photos or choose your preferred Ted's store for pickups

If you have forgotten your password, click on the “I forgot my password” link located on the "Log In" page. If you do not receive the email within about 10 minutes, we recommend checking your Junk and Spam folders as it occasionally gets filtered by these automatic applications.

 

Photo books are a relatively new product category that provide customers with the ability to create their own coffee table style photo albums.

Photo books are different to traditional photo albums in that each photo is printed directly onto the page instead of numerous individual photos being stuck to a page, making for a much slimmer album that is a lot easier to share. No more thick heavy photo albums with individual photos of a set size being added 3 to a page.

Now you can design each page exactly as you'd like it, adding text, background colours and photos, which can be easily resized resulting in an album that lets you tell your own story in your own unique way.

To create your own Print & Create Premium Photo book, simply download and install the editor from our website and start creating your own Photo book.

The editor is FREE and easy to use and our Support Centre has answers to nearly every question imaginable.

If you're unable to find answers to your questions here, our friendly staff are just an email away..

To have your Photo book created, you'll need to design it using our free and easy to use editor.

We provide an end to end production service with our editor giving you all the tools you require to create your own personalised album, with a wide range of layouts and design features.

Unfortunately we're unable to provide a design service as well. There are design companies out there that may offer this service, however you'd generally be looking at a couple of hundred dollars to design an album.

Unfortunately we don't have the ability to produce custom products.

All of the products we produce must be created and uploaded from within our editor, meaning that you can only use products within our product range and as specified by our product range.

For a full listing of all our products, please visit the products page.

Our service level is to dispatch within 7 business days from upload to completion, however there is a chance that it will be completed and dispatched a bit quicker than this.

We always recommend customers allow the full service level to ensure they receive their product in time though, as quicker production cannot be guaranteed. We produce all our products as quickly as we can, so unfortunately there isn't anything extra we can do to speed this up (even for a fee).

To provide some additional information, there are many factors that contribute to the amount of time it takes to produce our products, so unfortunately we're unable to be more definitive about exactly how long it will take and can only provide estimates.

There can be up to a dozen different machines used for a single item, and while Quality Assurance issues are rare, they do occur (just like in any production system) so we always recommend allowing the full 7 business days for the production of your order.

In regards to delivery of your order, our larger albums (A4 and larger) are delivered via Toll Priority's Overnight service, while we offer the choice of delivery via either Australia Post or Toll Priority for our smaller items.

If your item is being sent via Toll Priority, and if you're within an Australia Post next day delivery zone you should expect to receive your album the next working day or two after it's dispatched (Toll Priority don't provide a guarantee on this though).

To see a list of postcodes that are within the next day delivery zone, please see the Australia Post website. If your item is being sent via regular Australia Post mail, it may take 1-5 working days to arrive.

You can also track your order online via our Track My Order page, by entering your email address and Order ID.

Unfortunately not, we only offer Gift Voucher redemption on the main www.teds.com.au site

If your order is being delivered via the overnight courier service, this enables you to track the delivery progress of your order.

You can locate the consignment note for the delivery of your order in the Track My Order page. Consignment notes are updated at approximately 6pm on the day of dispatch, so please check after this time for up-to-date tracking.

If your order is being delivered via Australia Post, unfortunately this means we're unable to trace the delivery of these products as Australia Post do not provide a tracking service for us.

System Requirements

The minimum system requirements to use our editor are:

  • Mac OSX 10.4 or higher; Windows XP, Vista, 7 or 8 at or above a 2.66 GHz processor
  • 2 GB RAM
  • 2 GB free hard disk space
  • An active internet connection
  • We recommend a fast broadband connection, and when uploading your project to our servers we recommend against a wireless, satellite or Dial-up connection as these connection types can cause uploading issues.
Yes, our editor is 100% compatible with Mac operating systems. Our editor has been tested and works on Mac OS 10.4.x and higher.

Our editor has been tested and works on the Windows XP, Windows Vista, Windows 7 and Windows 8 Operating Systems.

There's evidence that the editor works on older versions of Windows (such as 98, 2000, ME, NT etc..), however it has only been tested on Windows XP, Windows Vista, Windows 7 and Windows 8 and we only offer support for these four versions of Windows.

Yes, in order to use our editor you will need an active internet connection.

We recommend a fast broadband connection, and when uploading your project to our servers we recommend against a wireless, satellite or Dial-up connection as these connection types can cause uploading issues.

In theory, any internet connection should be sufficient to upload your project to our servers. Unfortunately in practice this isn't always the case.

Dial-Up, Satellite and Wireless based internet connections are notoriously unreliable, and while you may not notice this in general web browsing, there can sometimes be issues sustaining a large file upload.

We'd highly recommend using an ADSL, ADSL2+ or Cable broadband internet connection when uploading to our servers.

It may take a 'fair' while to upload an album on a Dial-up or satellite connection, but it should work. If you do experience difficulties when uploading via a Dial-Up or Satellite connection, please contact us and we'll help resolve this with you.

Getting Started

To start creating your own Premium product, you'll first need to download and install the editor. This can be done from the download page.

If you are using a Windows operating system, your browser should provide you with the option to either 'Run' the install file or 'Save to Disk'. Click 'Run' and the installer file will start downloading.

Once the download is complete, you will be presented with the installation wizard that will step you through the installation of the Premium editor.

After the installation is complete, an icon should appear on your desktop and the Premium editor should also appear in the Start Menu.

To then run the editor, just double click the icon on your desktop or select the Premium from your Start Menu.

If you are using a Mac operating system, depending on the browser you use, the download will either start automatically, or you will be prompted to click 'Save File'.

Once the download is complete, simply double click on the installation file and follow the installation prompts (drag the editor folder into the Applications folder), then you should be able to open the editor directly from your Applications. You can also drag the icon down to the dock for easier access.

The Premium editor allows you to save your project and return to edit it as many times as you like, in the same way you would with a document or spreadsheet. It's not necessary to complete your project in one sitting.

It's not possible to increase the quality of your photos as the resolution of each photo is determined by the camera used to take the photo. As such, there's no process that you can apply to photos you've already taken to improve their quality.

If you received the photos in an email from another person, or have saved the photos from Facebook, it's possible these may be lower resolution versions. In this case it might be possible to obtain the original photos (which are greater in size and quality) from the person who has the images. Similarly, if you've pre-processed your photos to a smaller size, it would be worth sourcing the original photos directly from the camera.

There are many variables which can affect the quality (real or perceived) of the photos that you use in your project, including the camera used to take the photos, camera settings, focus and light factors, compression and so on. As a general guide, the resolution of the photos used is the most common way to judge the quality of photo.

If you have a camera that is 6 megapixels or above, you don't need to worry about the quality of your photos for the purposes of our editor.

The editor will warn you with a red exclamation mark in the middle of the image if the resolution of the photo is too low for the area it's covering. If you're receiving this warning, your photos may appear grainy and pixellated if printed, so we would recommend using either a higher quality photo or reducing the size of the photo on the page.

Many camera phone photos will also be usable within the editor, though they may not be able to be used as full page images as they tend to be of a lower resolution and quality.

The optimal number of photos per page depends on the kind of album you're creating.

The more pictures on a page, the 'busier' the page is and someone browsing your album is less likely to be drawn to any particular photo.Conversely, the less photos on a page, the bigger you can make them and the more attractive these photos become.

The power of our albums is the capability to spread photos over a large area. This draws the eye to these photos and provides a significant amount of detail.You can also supplement these large photos with smaller, less crucial photos on the opposite page.

In general, our artistic customers tend to have less photos per page, more full page photo spreads, but obviously they don't fit as many photos in their album. On the flip side, you may not want to be creating an artistic representation and merely want to include all relevant photos.

We suggest customers should experiment with different styles using full page spreads, photos as backgrounds, and smaller photos on one page.See what looks good for the type of album you're creating.

To create a Photobook product through us, the Premium editor must be used.

The production process we use is completely automated from start to finish. To get a file into the correct format that our system can understand, it must be uploaded to our servers via our editor as there are various formatting steps required.

Unfortunately we're unable to receive a file any other way.

Unfortunately we can only accept orders that are uploaded via the Premium editor.

The system we use is a highly automated system from start to finish. When you upload your order all its associated details are submitted into the system via a specialised file that integrates with our back-end database. It is the format of this file that allows a smooth and efficient process giving us the opportunity to provide such quality products at the current price.

When using a printing process, the photos are never going to be printed 100% exactly the same as the version you see on your computer monitor. This is independent of the printer that is used and is an artifact of printing (not just our own production process).

Because of the difference between the way colours are created on a monitor and when printed, there will always be a slight difference, both in colour representation and brightness levels.

A computer monitor will always be able to display a wider range of colour than a print, as the print colour is dependent on the inks used and how they can be 'mixed'. Many monitors are also set to a very high brightness setting, which results in the print appearing darker than what you see on-screen.

Although there are some differences, we're confident we can provide high quality Photo Books that customers will be happy with. We calibrate our printers daily before we print to ensure consistent print quality across all our products over time. We have selected a calibration level that best represents skin tones as well as natural colours for landscape type photos.

If you want to calibrate your monitor to the print output, we can provide you with some A5 print samples, and the image used on the samples. You can then adjust your monitor so what you see on-screen resembles what will be printed.

To arrange for some samples to be sent to you, please contact us directly using the button below and let us know your address and we'll get them sent to you as soon as possible.

Scanned photos turn out well in the final product if they're scanned at a high enough resolution.

We have many customers who have successfully created superb albums using scanned photos.

When scanning your images, make sure they're free of dust or dirt otherwise these imperfections will turn up in the final product. You may also need to crop your photos after scanning to ensure there are no white edges.

If you have the computer resources it would be beneficial to scan all your photos at a high dpi value (600). This will allow you greater freedom when deciding where and how to display your photos in your album.

We highly recommend against scanning at higher than 600 dpi as this won't introduce any greater quality but it will slow down your computer as the files will become very large. This may also introduce file processing issues if the files are too large.

The error you are getting is the result of your current security settings.

What you will have to do is:

  1. Try to open the program by right clicking and selecting 'Open'. If you do not have the option to right click, try holding down shift and clicking.
  2. You will then get the warning stating our editor is 'from an unidentified developer. Are you sure you want to open it?' with the options 'Open' and 'Cancel'. Click 'Open'.
  3. You will receive a warning that it is not a recognised program and this should direct you how to open the program.

Ordering / Payment

We have two levels of security in place:

Firstly, we employ 128bit SSL encryption between the albumworks editor and our back end systems. The albumworks editor is used to design and order your product, a separate process is then invoked for the payments process. The information passed during the ordering process is your contact details, the address you would like products delivered to and which product you are ordering. All this information is encrypted using SSL.

Secondly, our payments are processed via the NAB Transact system which uses all the latest encryption and security measures. The payment process involves the passing of an AlbumID to NAB Transact plus your payment details. We cannot see this information as the connection occurs only between you and NAB Transact. We are simply informed by NAB Transact that payment was successful for a given AlbumID. This means that we do not see and do not store any credit card information.

If you've been provided a promotion or voucher code to receive a discount, it is important to ensure you do use it during the ordering process as we're unable to apply a discount once an order has been processed.

To use your voucher code, simply enter it into the 'Voucher Code' field on the 'Order Confirmation' page during the ordering process. Once you have entered the code, click 'Set'. This will apply the code to your order and will adjust the price accordingly.

It's a good idea to check the total price to ensure the discount has been applied correctly.

Please note that only one promotion/voucher can be used per order. Multiple vouchers cannot be used or combined.

To re-order an album, simply create a duplicate copy of your project, then open the duplicate copy and step through the normal ordering and payment procedure again.

To duplicate your project:

  1. Click 'Open an Existing Project'.
  2. Click once on your project name that you wish to re-order so that it is highlighted in the list.
  3. Click the 'Duplicate' button towards the bottom of the screen.
  4. Give the duplicate project a new name and click ok.

Then open the new duplicated project and click on the shopping cart to place your order again.

If you are re-ordering hardcover photobooks, please make sure that you re-specify the cover option that you would like, along with any extras such as the optional engraving.

Unfortunately it is not possible for us to place a new order from a previous upload on your behalf, due to privacy, copyright and technical issues.

Unfortunately this is not possible. When you order multiple copies of an album they will all be sent to the Shipping Address that is specified during the ordering process.

You can order multiple copies of the same product on a single payment.

When doing this, all copies will be sent to the shipping address that you specify during the ordering process.

However, we're unable to merge separate products onto a single payment - because they are different products, they must be ordered and paid for separately.

The order is not complete until the project has been uploaded.

Once the order form is complete the editor will show the option to 'Upload Finished pages'. (Please make sure that 'Upload Finished Pages' is selected, and not 'Save Finished Pages', unless otherwise instructed by our Customer Service Team).

The software then has 2 significant steps it completes. It needs to create the order data for your product and then upload it.

During the 'Creating the order data' step, your images will be resized to create the best sized file possible to upload, while retaining as much detail in them as possible. This is a very CPU intensive process and on older computers it can take a long time (over 20 minutes for larger albums). On a modern multi-core processor this can take less than 5 minutes.

The time it takes to create the order data and also upload the project is directly related to the size of your product, the number of pages and photos included, the resolution of your photos, the number of effects used, and specifically for the upload time, the speed of your internet connection.

You can click on the 'Test' button if you want the editor to check the page sizes and the internet speed to give you an indication of how long it will take to upload the project. The time will be displayed next to 'Upload Finished Pages'.

The editor will upload your project a page at a time, so if there are any interruptions to your internet connection, the editor should be able to pick up after the last successfully uploaded page after selecting 'Retry'.

We make sure that all products are produced and delivered as quickly as possible for all customers. Due to the automated system in place for production, there is no process we can throw extra resources at to speed this up.

Over 90% of orders go through our system as per a best case scenario, however there are a number of very real variables that are out of control that may affect this and so we recommend allowing for our full service level for the production of your order.

As such, we're unable to place any guarantees on our delivery period, however we will do everything reasonably within our power to ensure swift production of all our products.

Yes, you can change the size of an album once you have started.

Changing the product type of your project is really easy. Simply click on the icon with the double-ended arrow on the middle toolbar (located right next to the 'zoom out' magnification icon) and choose the product type you'd like to continue your project on.

Once you've made the change, make sure that you double check every page to make sure nothing is out of place or has been changed. Once you're happy with how the project looks (the best way to do so is by using the 'Preview' function), you should then be able to proceed with ordering the project.

While we do everything we can to ensure your product is of the very high standard we expect, there are rare circumstances where this doesn't occur.

If you're not happy with your product, please contact us via email (with photos showing what you are unhappy with) and we'll do everything we can to ensure you receive a product you're happy with.

Please note: There is a 6MB email attachment limit on our servers, so please make sure your attachments do not exceed this limit; or alternatively please spread the attachments over multiple reply emails.

If it's the quality of the product you're not happy with, please return it to us and we'll happily provide you with a full refund.

If you have placed your order, but not yet completed your upload, please re-open the editor, click 'Open Existing Projects', highlight your project and click 'Send Files'. You will need to accept the Terms and Conditions again, then select 'Upload'.

If the 'Send Files' option is not available, you may be using an old version of the editor (v2.5.x or earlier). If this is you, you will need to open your project and click on the 'Order' button (the green shopping cart icon). You will need to accept the Terms and Conditions again, then select 'Upload'.

You will know that your upload has been received by us when we send you the next 'Order Status: Part 2 of 2 Project Received' confirmation email.

If you have any trouble uploading your files, please check your firewall, or click here for more information.

Products

Our albums are digitally printed on 170 GSM semi-gloss acid-free paper or 230GSM Luster paper.

This paper is considered optimal for albums due to its increased thickness and quality while still remaining pliable enough to fulfill the requirements of our albums.

Our Calendars, posters and the covers on our softcover album are all printed on a heavier 350 GSM card and have the same semi-gloss and acid-free characteristics.

Here are some definitions of the terms used to describe the paper:

Semi-gloss - defines how 'shiny' the paper is. A semi-gloss paper gives it that slightly wet look that traditional photos have.
Acid-free - means that the paper has been treated to neutralise it's natural acidity. Without this the paper would slowly turn yellow over time, similar to an old newspaper.

As long your photobook is cared for and it's stored in a cool dry location out of direct sunlight, we'd expect it to last for generations.

Our albums use a binding method called perfect binding.

The pages of an album are glued together with the latest technology using a glue called PUR glue. This form of glue is exceptionally strong and ensures your album will last for generations.

By gluing your album instead of sewing it together, we ensure it lays as flat as possible and none of your beautiful photos are lost in the binding.

We're currently the only Photobook producer in Australia to use the superior PUR glue to bind our albums.

Our A3, A4 and 30x30 sized albums have a minimum of 30 pages, however the 21x21, 15x15 and A5 sized albums have a minimum of 20 pages.

To delete any unwanted pages to the minimum, you need to make sure you are on a double page spread, then select 'Page' then 'Delete'. Please note that pages need to be deleted in pairs and cannot be deleted individually.

For the maximum number of pages, you can have up to 200 pages in all albums, except for the A3 sizes which have a maximum of 90 pages.

The number of pages we allow in our albums is based on the binding process we use. Any more or less pages will result in a less than satisfactory binding of your album that we are unwilling to provide.

For clarity, a page is considered one side of a sheet of paper and are always added/deleted in pairs and cannot be added/deleted individually.

The cover title involves a laser etching process that places a nice bronze coloured text on the bottom right corner of the front cover of a hard cover album with a material cover type.

This position is determined to be optimal because it is very prominent while still remaining subtle. The font used for the cover title is Arial.

The cover title costs an extra $6.95 and allows you to further personalise your album.

Please keep in mind that there is a 25 character limit on the cover text of our albums (NB: a character refers to any text including letters,numbers, symbols and spaces).

The option to add a cover title can be found during the ordering process.

The Photocover is a printed page which is bonded to the front and back cover of the album and replaces the regular cover options. The Photocover allows you to insert your own photos and text and design your cover (front and back) in the same way as any other page in your album. It is similar to a dust cover but is physically bonded to the cover rather than loose.

Within our editor, the left hand side is the back cover and the right hand side is the front cover.

A Photocover is added by default to your project when you start it.

If you do not want a Photocover then you can ignore the cover pages when editing your album. The selection then of the Material cover (with optional cover title) is made during the ordering process on the first page after logging into the orders system.

If one of our other cover options is selected, this will replace the Photocover.

Please note, the Photocover cost is not included in the base price of the album.

For our hard cover albums, the options for cover type and colour are as follows:

Faux Leather: Red, Blue, Black
Linen: Red, Blue, Black, Brown

We also provide a laser etching service that places a nice bronze coloured text on the bottom right corner of the front cover of a hard cover album. This costs an extra $6.95 and is only available on linen and faux leather covers.

We also provide a Photocover option. This is similar to a dust cover except fully bonded to the cover of your album.

Each product created has a Photocover added by default, which will enable you to design a cover with your own photos and text. The Photocovers are printed in full colour and are gloss laminated.

If you do not wish to have a Photocover on your album, simply ignore the cover pages when editing your album. When you reach the first page in the ordering process, you can change the cover type from the Photocover to another cover type by clicking on the 'Change' link (located below the photocover image).

Delivery

Our large albums (A3, A4 Hardcover and 30x30 sizes) are delivered via Toll Priority's Overnight service, while we offer the choice of delivery via either Australia Post or Toll Priority for our smaller items.

If your item is being sent via Toll Priority, and if you're within an Australia Post next day delivery zone you should expect to receive your album the next working day or two after it's dispatched (Toll Priority don't provide a guarantee on this though).

To see a list of postcodes that are within the next day delivery zone, please see the Australia Post website.

If your item is being sent via regular Australia Post mail, it may take 1-5 working days to arrive.

We package our hardcover albums in secure cardboard packaging that contain significant buffers to protect your album from damage during transit.

We've found this packaging method to be extremely resilient with next to no complaints surrounding a damage in delivery item.

Our other products are packaged using the appropriate packaging, such as poster tubes and stiff board packaging, which again we've found to provide excellent protection for our products.

We're deeply sorry, but unfortunately we're unable to organise international delivery of our products as we're only able to deliver within Australia

Our service level is to dispatch within 7 business days from upload to completion, however there is a chance that it will be completed and dispatched a bit quicker than this.

We always recommend customers allow the full service level to ensure they receive their product in time though, as quicker production cannot be guaranteed. We produce all our products as quickly as we can, so unfortunately there isn't anything extra we can do to speed this up (even for a fee).

To provide some additional information, there are many factors that contribute to the amount of time it takes to produce our products, so unfortunately we're unable to be more definitive about exactly how long it will take and can only provide estimates.

There can be up to a dozen different machines used for a single item, and while Quality Assurance issues are rare, they do occur (just like in any production system) so we always recommend allowing the full 7 business days for the production of your order.

In regards to delivery of your order, our larger albums (A4 and larger) are delivered via Toll Priority's Overnight service, while we offer the choice of delivery via either Australia Post or Toll Priority for our smaller items.

If your item is being sent via Toll Priority, and if you're within an Australia Post next day delivery zone you should expect to receive your album the next working day or two after it's dispatched (Toll Priority don't provide a guarantee on this though).

To see a list of postcodes that are within the next day delivery zone, please see the Australia Post website. If your item is being sent via regular Australia Post mail, it may take 1-5 working days to arrive.

You can also track your order online via our Track My Order page, by entering your email address and AlbumID.

To re-order an album, simply create a duplicate copy of your project, then open the duplicate copy and step through the normal ordering and payment procedure again.

To duplicate your project:

  1. Click 'Open an Existing Project'.
  2. Click once on your project name that you wish to re-order so that it is highlighted in the list.
  3. Click the 'Duplicate' button towards the bottom of the screen.
  4. Give the duplicate project a new name and click ok.

Then open the new duplicated project and click on the shopping cart to place your order again.

If you are re-ordering hardcover photobooks, please make sure that you re-specify the cover option that you would like, along with any extras such as the optional engraving.

Unfortunately it is not possible for us to place a new order from a previous upload on your behalf, due to privacy, copyright and technical issues.

If your order is being delivered via the overnight courier service, this enables you to track the delivery progress of your order.

You can locate the consignment note for the delivery of your order in the Track My Order page. Consignment notes are updated at approximately 6pm on the day of dispatch, so please check after this time for up-to-date tracking.

If your order is being delivered via Australia Post, unfortunately this means we're unable to trace the delivery of these products as Australia Post do not provide a tracking service for us.

Troubleshooting

The empty page warning will appear if you have a blank page in your album, that is, a page that has no design on it at all.

So long as you're happy with the affected page as it appears in the work area and 'Preview' function of the editor, you can safely ignore this warning and continue with the ordering process.

Please note, due to our highly automated system and variable page allowance it is impossible for our production system to recognise blank pages that are unwanted. Therefore if you have any blank pages in your project at the time of upload, please be aware that they will be bound into your album.

You can delete unwanted pages by selecting them, then either 'Page' from the top menu then 'Delete', or 'Ctrl-D' on your keyboard. Pages are only able to be deleted in pairs also.

If you are unable to delete pages, then it is likely you have reached our binding minimum for the album you have created. The number of pages we allow in our albums is based on the binding process we use. Any more less pages will result in a less than satisfactory binding of your album that we are unwilling to provide.

The empty photo frame or empty text box warning is used by the editor to draw your attention to the fact that there is a frame or text box in your project that doesn't contain a photo/text. If you can't see this frame, it's possible you've covered it with other photos or text.

So long as you're happy with the affected page as it appears in the work area and 'Preview' function of the editor, you can safely ignore this warning and continue with the ordering process. Please rest assured that empty photo frames or text boxes won't be printed in the final product.

If your upload has not completed, you can start it again by following the below instructions:

  1. Open the editor program, click the 'Open Existing Projects' button.
  2. When you see the list of projects, select (click only once) on the project you would like to upload.
  3. Click on the 'Send Files' button at the bottom of the list.

You will then see the Terms and Conditions and then you'll be taken straight through to the upload options. Once you get to this window, please click on the 'Upload Files' via internet option (the first option from the left) and the upload process should then start automatically for you.

Due to the automated system in place and our batch printing production method, we're not able to alter or cancel an order once it has been placed.

We do not have edit access to our customers projects to be able to make any changes, which is why you are asked with the Terms and Conditions if you have checked your order and wish to continue.

With regards to cancellation, when an order is placed it is immediately and automatically submitted to production and combined with other orders to create a batch. In cancelling any given order we'd need to cancel the whole batch which we obviously cannot do.

It is this level of automation and integration that provides us with an efficient process allowing us to create quality products at the current prices. Without this automation, our costs and therefore product prices would be significantly higher.

If you're receiving a warning advising of missing photos, or photos that you have added before now have a red exclamation mark in the middle of them, then this means that the editor is unable to locate the photos.

You will still be able to see a thumbnail version of the photos though, to assist you in re-adding the correct photos to the correct spot.

The most common cause of this is if your photos are saved on USB/CD or to an external hard drive. As these are removable sources of media, the editor is unable to successfully locate photos stored on them. To avoid this happening, we would recommend to save all the photos you wish to use directly to the computer.

Another cause of this is if you have moved or renamed the photos from the original location where you took them from - as they are no longer there, the file path that the editor has remembered is no longer valid.

To add your photos back into your project, when you open it a window will pop-up saying 'The following pictures are missing...'. Click on the 'Find Pictures' button. The editor will then continue with a 'Find missing pictures.. ' window, which has the pictures listed there. Click on one of the pictures and click the 'Update' button.

A window should come up to allow you to choose the photo folder (you will not be able to copy them straight off the CD, so please make sure you copy the photo folder to an easy to find location, such as 'My Documents' or the Desktop).

Once you've located the photo that you were intending to update, select the photo and click 'Select'.

After a moment, the editor should recognise that the other 'missing' pictures are located in the picture folder (if they are all located in the same folder) and will ask you if you would like to update the other missing photos as well. Click 'Yes' and every photo should now be updated and you should be able to click on the 'Continue' button to proceed to editing your project.

If you are receiving the error message 'Cannot connect to server', or your upload does not commence (or keeps restarting), then this means that you most likely have a firewall restriction that is preventing the editor from uploading your file.

If you're using a work network, most work places have network firewalls in place so we'd recommend contacting your network administrator to see if they can add an exception in the network firewall, otherwise you may need to do this from home.

To resolve this issue, you'll need to add an exception to your firewall to allow our editor to upload your project. You can do this by following the below steps:

  1. Go to START > Control Panel
  2. Click on 'Security Center'
  3. Click on 'Windows Firewall' or 'Allow a Program through Windows Firewall'
  4. Click the 'Exceptions' tab, or click the 'Change Settings' option
  5. Highlight 'albumworks' and click 'OK'
  6. This will allow the albumworks editor access to the internet.

If our editor is not showing in the drop down list, you may need to click on 'Add Program' or 'Allow Another Program' and select it from the second drop down list that comes up.

If you use a 3rd party firewall (ie. McAffe, Norton, Avast etc..), please consult their website for instructions on how to create an exception. If you're still unable to get around your firewall, please let us know and we'll try to help as best we can.

If your upload stalls part way through, or keeps stopping and starting, then it may be your firewall kicking in and blocking the upload partway through. Following the above steps should resolve this issue.

If you're uploading wirelessly, we highly recommend directly connecting your computer to your modem and trying again. A wireless internet connection works well for bursty traffic such as web browsing, however for sustained uploads such as uploading your project to our servers, wireless connections can be quite unreliable.