Frequently Asked Questions (FAQs)

GENERAL

Q.

Can I send my photo book as a gift to friends locally or to an overseas recipient?

A.

Yes you can. Your mailing address can be different from your billing address. However do make sure that the address given is accurate as additional costs for re-shipping will be charged to the customer if the address given is wrong.

Q.

Can I order books using the same template but with different specifications (cover type/binding/no. of pages/ sizes) at the same time?

A.

No. You may order only the exact product in the same specifications you have created your photo book for. To order the same photo book with different specifications, you may replicate the photo book, and select your desired options and send in a new order. However, you can order more than one copy of the photo book with the exact same specification.

Q.

Can I change my book template or size after embarking on the photo book project?

A.

Unfortunately no, once you have selected the template you are unable to change the type of template or size so please ensure that you have selected the suitable specification for your photo book at the start. This is because the difference in the design template may affect your design for print production.

Q.

Can I edit my files after they have been uploaded?

A.

Unfortunately no as all files will be sent for production once your order has been processed and uploaded.

Q.

Do I have to do everything online or can I submit files and/or make payment/ collection offline?

A.

You can select to do everything online or choose to submit files/make payment or collect your photo book at our stores instead of opting for delivery.

Q.

What are the various modes of payment?

A.

Paypal(online)/Credit Card (online/ stores) /Cash (stores)/ Nets (stores)

Q.

How long would it take for me to receive my photo book once the file is uploaded to your server?

A.

Production of the photo book generally takes about 4–7 days while shipping generally takes about 3 – 14 days depending on the country you are situated at.

Do note that shipping time is dependent on various factors like custom clearance in the country, the delivery speed of shipping partner and the season of your delivery (peak season during festival period might take longer than non peak season). *You are responsible for paying any duties, sales tax and custom clearance charges that may occur during the entry to the country of your delivery location. *These incurred charges will be invoiced to you by our shipping partner and to be paid upon delivery.

Q.

My photobook arrived damaged due to courier delivery, am I entitled to a replacement photobook?

A.

Yes, you will be entitled to a new photobook with all charges waived if it is indeed damaged due to courier delivery (eg: side/s of the book bent). Take pictures of the damaged photobook with the damages shown clearly and email them to customercare@photogenie.com.sg within 3 days upon delivery.

Photogenie has the right to pick up from customer when required and keep the damaged photobook.

Q.

My photobook arrived with a printing/binding defect, am I entitled to a replacement photobook?

A.

Yes, you will be entitled to a new photobook with all charges waived if it is established that there is printing/binding defect on your book. Take pictures of the damaged photobook with the damages shown clearly and email them to customercare@photogenie.com.sg within 3 days upon delivery.

Photogenie has the right to pick up from customer and keep the damaged photobook when required.

Q.

I received my book in good printing/binding condition. However the images (photographs) printed are not to my expectation. Am I entitled to a replacement photobook?

A.

Unfortunately, for issues which are due to customers' slight misjudgment – colour discrepancies / low resolution images, etc we will not be sending a replacement.

For optimal printing, please furnish us with high resolution images (at least 300dpi and above) and calibrate your monitor regularly.

Q.

I would like to track my order's whereabouts, how do I track?

A.

You can track your order by typing your order number in the TRACK ORDER page. Click here to track your order now.

Q.

Can I change my mailing address after my order has been submitted?

A.

You are able to change your mailing address within 6 hours of submitting your order.

You may email your order number and the new mailing address to customercare@photogenie.com and we will send you a confirmation email once it has been changed. Please ensure that you receive the confirmation email from our customer care personnel as that is the indication that the mailing address has been rectified for you.

SHIPPING

Q.

How much do you charge for standard shipping?

A.

The shipping charges vary depending on your location or country. Please place your order in the Shopping Cart to view shipping charges.

Q.

I've just placed an order online. When will I receive my photo book?

A.

Production of your photo book will take about 4 – 7 working days, while shipping generally takes about 3 – 14 days, depending on your location or country.

Do note that shipment arrival is dependent on various factors like custom clearance in the country, the delivery speed of our shipping partner and the season of your delivery (peak seasons during festival period might take longer than non-peak seasons).

For bulk orders above 50 copies, please note that production and delivery time frame is different as per individual book order. Please contact customercare@photogenie.com for more information.

Q.

What can I do if my photo book is damaged upon delivery?

A.

If there is damage to the package caused by courier or shipping, or if one of your purchased products is missing, please keep the product (if available) as well as the original shipping carton and contact us immediately so we can issue a damage claim with the carrier. Take a picture of the damage and email us the picture together with your order number and your contact details. Please do not return the damaged product without going through these steps, as it delays the communication in establishing the cause of damage.

As we would like an accurate report on all damaged and missing product, please contact us with the necessary picture and details within 2 days after receiving your order.

Please refer to Return Policy for more information.

Q.

How can I track my order?

A.

You can track your order by clicking here. Enter the Shipping Order number or email address associated with the order.

Q.

How can I order online and pick up my photo book from the store?

A.

Photogenie offers you the convenience of picking up your photo book at our retail store located in the East or Central area of Singapore.

Simple steps:
1. Choose the 'Collect from Store' option during Checkout.
2. You may pick up your order during these hours
3. Bring the following when picking up your order:
   - Your Identity Card (IC)/Student Pass or driver's license
   - The purchasing credit card
   - The confirmation order email (printed version)

Note: Only the person who placed the order and is listed on the purchasing credit card may pick it up. If the person who placed the order is unable to pick up the order, he/she can authorize another person to pick up on his behalf with a letter of authorization, photocopied IC (or similar capacity) of the person who ordered the product, order confirmation email printout and email the customer service at least one day prior to the date of pick up.

Please pick up your item within 2 weeks of arrival (in-store) as the store has limited space and will only be able to keep your product for maximum 2 weeks. It will be sent back to the warehouse after 2 weeks and the next delivery cost to stipulated store will be borne by customer upon pick-up.

Q.

What are your store pick-up hours?

A.

Bedok South store - 9.30am – 6.00pm (Monday – Friday)
Loyang store - 8.30am – 5.30pm (Monday – Friday)
North Bridge Centre store - 9.30am - 7.00pm (Monday - Sunday)

For more information on our stores, please visit our Contact Us page.

PAYMENT & DELIVERY

Q.

What are the acceptable payment methods?

A.

Online Payment - Master/Visa credit Card or Paypal
Offline Payment - Cash/Credit Card/Cheque (takes 3 – 5 working days for cheque to clear before production can commence)

Please look out for the confirmation email once payment has been made (within 6 hours) as your order will only commence production after the order confirmation email has been sent. If you have not received the confirmation email after the stipulated timeframe, please email to customercare@photogenie.com.

Q.

What are the collection methods available?

A.

For Online ordering, customer needs to select Shipping during check out.
For Offline ordering (payment / collection in-store), customer needs to select Collect in Store during check out.

TECHNICAL / SOFTWARE FAQ

Q.

What is unique about Photogenie and the material/production of your photo books?

A.

We offer quality photopaper as the pages of your photo book. Thus, your book will be full of beautiful and rich coloured images. To present your photo book with a seamless appearance, we offer leporello style/ lay flat binding which allow your pages to literally lay flat, which have pages bending in to the middle of the book (spine area). This type of binding is especially useful when you have panoramic images that span across two side-by-side pages.

Q.

Am I able to edit my images in the software?

A.

Limited image editing is available as the software is essentially not a photo-editing tool. You may use the Picture Enhancement tool to remove red eye/ change the orientation of the picture, etc. However for more professional editing you may wish to edit the images on another software before using them in Photogenie.

Q.

Can I copy the photo book project files to CD/Thumbdrive and bring them to your stores if I prefer to submit them offline instead of uploading it?

A.

Yes you can. Select Save Finished Pages and Order Offline option and copy the files to either CD / Thumbdrive and bring it down to any of our stores.

Q.

My photo book has arrived but I find the pictures too dark.

A.

To avoid colour discrepancies, do ensure your monitor is calibrated. For a start you may set the target standard to match the European ISO Fogra 39 (Artpaper) or European ISO Fogra 29 standard (Woodfree paper). The printed version might not match perfectly to what you see on your monitor but it will be a close match. Do note that the above setting serves mainly as a guide to customers and Photogenie will not be liable for any issue that may arise.

Q.

Why do I need to upgrade the software when there's a new version?

A.

Upgrades are usually released when there are new templates and options made available, so upgrading will provide you with the latest options. Occasionally, the software upgrade provides significant improvements to the software.

Q.

Do I need to back up any design files before upgrading the software?

A.

Upgrading the software will not change your design files thus you are not required to back up your files.

Q.

Does the software support foreign fonts and language?

A.

The software currently runs in English only. While different fonts may be supported, foreign language characters are not supported.

Q.

Does the software work on Linux?

A.

It does not support Linux currently. The software fully supports Window Vista, Window 7, Window XP, Mac OS 10.3.x, Mac OS 10.4.x. and Mac OS 10.5.x. Intel and Power Mac.

Q.

How do I know the DPI of my image?

A.

For Mac users, open the file in Preview. Select Tools from the top menu and choose Adjust Size / Resolution. A pop-up window will appear which will depict the height/width and resolution of your image.

For PC users, right click on the image file click Properties and then select the Details/Summary tab. You will find your image's DPI under the image segment.

Q.

Can I switch the pages in the software?

A.

If you have already completed the design layout and you would like to switch the pages, you can. You just need to select Page from the software menu and choose Rearrange Pages. This function allows you to view & edit the page sequence of your photo book.

Q.

How do I add pictures?

A.

To increase the list of images in the Picture List, simply click the 'Add' button. A window will open asking you to select the folder that contains your pictures. Select the folder and click OK. It will be displayed in the Pictures Window at the side of the software.

Q.

How do I align my text boxes/images?

A.

Select the images/text boxes and hold down the "Shift" key, click on the items you would like to select, right click and select 'Align/Space'. You may then select the way you would like to align the text boxes/images.

Q.

How do I adjust the margin and line spacing for text?

A.

Select Text Tool from the right hand side column of the software and you may proceed to choose your text alignment/margin size and line spacing.

Q.

How to install Photobook Designer software?

A.

Pick the right software meant for your computer (MAC/PC) and download the software at our Download page.

For PC Installation you will need to locate the installer you have downloaded (DESKTOP or DOWNLOAD folder) and double click on the Photogenie Software icon to start the installation wizard and follow the directions given to install the software. Once installation is completed, proceed to click on the Photogenie icon and you may start your photobook project creation!

For MAC Installation you will need to drag and drop the Photogenie icon/software into the APPLICATIONS folder. Proceed to open the Photogenie folder and double click on the Photogenie icon/software to start the application.

Q.

How do I check the size of my image(s)?

A.

Select the Manage Picture icon at the Pictures Column and select Show Dimensions in the drop down list. Dimensions of each image will be reflected below the image thumbnail.

Q.

Am I able to track where my pictures have been used in the photo book project?

A.

Yes you are able to. You can right click onto the image thumbnail and proceed to Picture Usage and it will reflect the page/s in which the picture is being utilized.

Q.

Do I have to do a photo book in one attempt?

A.

You need not complete your photo book in a single attempt. You can quit the application and resume your photo book project anytime you want. Just remember to save your project!

Q.

Are there any formats that I need to adhere to while selecting the photographs to be used for my photo book project?

A.

The suitable formats are JPEG, TIFF and PNG images.

Q.

Is there any minimum resolution size for images to be used in the photo book project?

A.

Yes, the general rule of the thumb for images in a photo book project is to be at least 300dpi and above.

RETURN POLICY

Q.

My photo book arrived damaged due to courier delivery. Am I entitled to a replacement?

A.

Yes, you will be entitled to a new photo book with all charges waived if it is indeed damaged due to courier delivery (eg: side/s of the book bent). Take pictures of the damaged photo book with the damages shown clearly and email them to customercare@photogenie.com within 3 days upon delivery.

Photogenie has the right to pick up from customer if required and keep the damaged photo book.

Q.

My photo book arrived with a printing/binding defect, am I entitled to a replacement photo book?

A.

Yes, you will be entitled to a new photo book with all charges waived if it is established that there is a printing/binding defect on your book. Take pictures of the damaged photo book with the damages shown clearly and email them to customercare@photogenie.com within 3 days of delivery.

Photogenie has the right to pick up from customer and keep the damaged photo book when required.

Q.

I received my book in good printing/binding condition. However the images (photographs) printed are not to my expectation. Am I entitled to a replacement photo book?

A.

Unfortunately, there will be no replacements for issues such as colour discrepancies, low resolution images, and so on.

For optimal printing, please furnish us with high-resolution images (at least 300dpi and above) and calibrate your monitor regularly.

With really good design background and experiences, you'll definitely love your professionally custom-designed book.

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Note: We are closed on 24 and 31 December at 2:30 pm and 27 to 30 January 2017.