Frequently Asked Questions

Which Web browsers do you support?
Answer: Of the major browsers Internet Explorer 8.0 and 9.0 are by far the least standards compliant and should be avoided were possible. We recommend using a browser with regular updates such as the latest versions of Firefox and Chrome. Of these, Chrome is updated most frequently and is therefore normally the one to implement the new standards fastest.

Is this site secure?
Answer: We use a secure server for all the transactions involving sensitive information. A secure server guarantees the privacy of data transmitted through the Internet, including credit card information, through an SSL protocol that encrypts the information. All transactions are recorded.

I forgot or do not have my login information, what should I do?
Answer: If you do not have your login information or have forgotten your password, click on the “Login” link at the top of the page, then the “Forgot your Password” link at the very bottom underneath the Login area. You’ll then submit your email address and reset instructions will be sent to you. If you don’t receive a response email, that means you may have entered your original email incorrectly, entered an alternative email address or the email response is being blocked by a firewall or spam filter.

If I’m trying to register and I get an ALERT telling me my email is already registered, what should I do?
Answer: This means that email address is already registered in our system. Please follow the steps above to recover your login information or email Customer Support. Please do not create another account.

How many images can I upload?
Answer: There is no limit to the number of images you can upload and store in your gallery for building projects. You can upload up to 300 images to a gallery at one time.

What is the size limit for uploading photos?
Answer: 20MB. We recommend organizing your images and sorting them into folders before uploading to save time searching for the image online after upload. If the upload is interrupted due to a broken internet connection, note what image was being uploaded in the dialog box, click X to cancel, then restart the upload for that image.

How do I upload photos from Instagram?
Answer: From within the editor, click the Instagram icon to access your account. From there you can log-in and begin designing.

What is file format and what format is recommended?
Answer: When you take a digital picture the camera “saves” that picture in the camera’s standard file format. As you load photos into your computer they are saved in the same format. Once you transfer or upload those files to us, you will be asked to first make sure the file is saved in a common language file format to enable our computers to read it. We prefer JPEG or JPG. Most computers offer these formats for you to select.

What is picture resolution?
Answer: Picture resolution is the digital size of the image, measured in pixels. This is measured by the width and height of the picture and is calculated automatically by your camera or your computer.

What picture resolution is required?
Answer: Always send the original photo from the digital camera, shot in the highest resolution the camera will support. When uploading photos, our service will alert you if the photo size is too small (this is a calculation of actual dimension and pixel size), so please follow the instructions if it asks to upload a higher resolution photo.

What steps should I take to ensure I have the right settings?
Answer: 1. Choose high quality JPEG images for best reproduction. 2. Make sure file resolution size is a minimum of 300 DPI for a portrait photo. The maximum acceptable file size is 20MB. Note: The larger your file size the longer it will take to upload.

Can I upload pictures taken by others, or taken by professional photographers?
Answer: By uploading any images to us you have agreed to our standard Terms and Conditions that includes ensuring you have authorization to do so. Also, you must not upload any images that are offensive or harmful to others such as any defamatory, inciting, pornographic or abusive material. We do reserve the right to refuse to print any image for any reason; however, you do accept responsibility for any images you upload or are used.

What should I know about copyrights?
Answer: By making a purchase on this website you agree to not upload any photographs or content to print that could cause infringement on any copyrights or trademarks held by the original photographer, artist, designer, author or owner of the content. We reserve the right to refuse to print any order that, in our opinion, may be illegal in nature or infringe on the rights of any third party, or can be construed as harmful and offensive to others, however in any event, as the user you will indemnify us and assume all legal and financial responsibility against any third party claims.

What is your product satisfaction policy?
Answer: All products are guaranteed for quality. If you are unsatisfied with your materials because they are damaged, defective or for any valid reason, please email Customer Support within 14 days of receipt and we will do our best to ensure your satisfaction. Under the Distance Selling Regulations, you have the right to a full refund, provided the materials are not personalized or made to your specification.

We create custom-designed photo products created by you. Because these are custom built, we cannot refund orders with customer-related errors, this includes but may not be limited to:

  • Typos and misspellings

  • Poor image quality or low resolution

  • Layout errors and missing images

  • Blank pages or mistakes in product design

  • Content quality

  • Product selection mistakes (i.e. product size, style or cover choices)

  • Color differences between your home computer and our professionally calibrated printing systems

What is your return policy?
Answer: Once you have contacted Customer Support you will be notified of our planned action, including account credit, refund or replacement of purchased items. This does not affect your statutory rights. If your materials are damaged during shipping or defective, we will provide a return shipping label for you. You may be required to submit proof of damaged materials to Customer Support as requested. If your materials are unsatisfactory for other reasons, you may be required to cover return shipping costs. Please see the above list under “Product Satisfaction” that outlines issues where refunds may be declined.

What is your shipping commitment?
Answer: We know you’re anxious to get your order and we are committed to ensuring it’s prompt delivery. We commit to process and ship your order within 10 business days after receipt of order, however regardless of service selected, delivery schedules vary according to destinations, holiday schedules or inclement weather. We will make every effort to have your order shipped to you within the indicated shipping time but is not responsible for deliveries exceeding that time. PLEASE NOTE: DUE TO PRODUCT PACKAGING REQUIREMENTS, SOME ITEMS MAY BE SHIPPED SEPARATELY. ADDITIONALLY, THERE IS NOT AN OPTION TO PAY FOR RUSH ORDER PRINTING (PROCESSING/PRODUCTION), ONLY PRIORITY SHIPPING. ALL ORDERS NEED 5 TO 10 BUSINESS DAYS FOR PRODUCTION PRIOR TO SHIPPING!

What are my options for shipping?
Answer: U.S. Standard shipping: This is the least expensive shipping option. Orders are scheduled to deliver within 4 to 7 business days from date of shipment. U.S. Priority shipping: This expedited shipping option ensures a more timely delivery of your order. Orders are scheduled to deliver within 2 to 3 business days from date of shipment.

When will my order be delivered?
Answer: See above.

What holidays do carriers observe that I will need to consider?

Answer: When placing your order, please allow additional delivery time during any holiday. Although we will do our best to ensure your package is delivered within the indicated time, we do not have control over carrier operations. Below is a list of holidays you’ll need to consider when placing your order:

  • Martin Luther King, Jr. Day

  • Washington’s Birthday

  • Memorial Day

  • Independence

  • Labor Day

  • Columbus Day

  • Veteran’s Day

  • Thanksgiving Day

  • Day after Thanksgiving

  • Christmas Day

  • New Year’s Eve

  • New Year’s Day

How much is shipping and how is it calculated?
Answer: Shipping costs are determined by the shipping option you selected and the size and weight of the shipping package. Once you select your shipping option, the cost will appear above your order total under "Delivery."

Will I receive confirmation when my order ships?
Answer: Yes, you will receive an email confirmation of your order shipment once it is scheduled for pick up with our shipping carrier. You will also receive a confirmation email when you initially place the order, as well as a receipt of order from Zsunami, Inc’s accounting department for your payment.

If my order has to be re-printed how will it be shipped?
Answer: Replacement orders will be shipped using the same method selected when the initial order was placed.

Can I make a change to my order after it’s submitted?
Answer: We are not able to make changes to orders once they are submitted. You will need to cancel your order completely and resubmit it.

Can I cancel my order?
Answer: If you need to cancel your order, please email Customer Support within one hour of placing order to cancel your order. Once orders are processed, they cannot be cancelled.

Can I still cancel my order if it has already shipped?
Answer: Orders cannot be cancelled once they have been processed.

If a refund for my purchase is issued, how long will it take to process?
Answer: Any refund will be issued within 30 days to your financial institution or credit card provider.

Who is Zsunami, Inc. and why are they on my credit card statement?
Answer: Zsunami, Inc. is our managing partner and processes all financial transactions.