General Ordering & Help

For specific information about Getting Started or any Product Category we recommend you go to the FAQ & Video tab, select your topic, and play the relevant Video Tutorial. The Video Tutorials have been made to give you insight and helpful tips about all FAQ topics.


Q: How do I redeem the $1 photo book offer?

A: The $1 photo book (+ $8.25 delivery) is applied automatically during the Checkout process to your first order of a 12x12" Personalised Hard Cover Photo Book (20 pages). We encourage all new Members to take advantage of this tremendous offer to gain valuable experience using the Online Software, and to receive a sample of our production quality using your images.


Q: Is there a discount for ordering large quantities of the same product?

A: Yes. Within this website Members have access to the Volume Discount pricing structure that applies to every product in the range. When ordering multiples of any product, we strongly recommend that you order 1 sample first to make sure it is the quality you expected. The Volume Discount pricing information for each product can be viewed (when you are logged in as a member) by opening the Product Specifications page for each product.

Please note: Volume discount only applies to the same product and image/s. e.g. A run of 20 identical Photo Books.

Website – Example of Volume Discount pricing structure
Website - Example of Volume Discount pricing structure for a large Canvas print


Q: Who can provide technical assistance?

A: Contact our Online Support team This e-mail address is being protected from spambots. You need JavaScript enabled to view it for technical assistance during normal business hours in NSW.


Q: I am Logged In as a Member, but the Launch Software button is not working?

A: This error can occur when your session within the Online Software runs-out after being left open, but inactive, for two hours or more. To fix this issue; close the Online Software and Log Out. Then complete Member Login and now Launch Software.


Q: Can I cancel an order after submitting it for production?

A: No. A mandatory checkbox within the Online Software requires you to confirm that you have reviewed your order and asks you to confirm that it is correct. All care must be taken before submitting any orders, as once an order is submitted for production, no changes, alterations or cancellations can be made. The system will produce what you have submitted for production. For large orders, we strongly recommend that you order 1 sample first to make sure it is the quality you expected.

Online Software - Mandatory checkbox to confirm your order
Online Software - Mandatory checkbox to confirm your order


Q: How do I pay for my order?

A: Within the Online Software, all orders must be paid prior to submission via the PayPal payment process. PayPal is a safe and secure way to complete payment of your order using your existing PayPal account, or via MasterCard or Visa.


Q: How do I check the status of my order?

A: The production status of your order can be checked via the Online Software. At the Main Menu, select the My Orders button and check the Status column to see if your order has been shipped. Delivery time will vary depending on your location and Australia Post normal delivery times.

Online Software – My Orders button displays order status
Online Software - My Orders button displays order status


Q: How are my orders delivered?

A: Australia Post delivers all orders. Star Track Express may deliver any order over 20kgs.


Q: What are the delivery charges?

A: A flat delivery charge structure allows you to submit unlimited quantities per product category, per order. The product categories are defined in the Main Menu of the Online Software. The flat delivery charge for all categories is $8.25, except Canvas, which is $9.95.


Q: Can all products from the same category be ordered together to save on delivery charges?

A: Yes. You can load any multiple of different products from the same category into your Shopping Cart and submit this for production as one combined order. A flat fee delivery is charged for unlimited quantities, per category, per order.


Q: How long does it take receive an order?

A: After your order submitted for production, allow 2 to 3 working days for production* (subject to workload) then transit time to your address. Transit time will vary depending on Australia Post normal delivery times as quoted below:

State Working Days In Transit
QLD City 3 days, Regional 4 days
NSW City 2 days, Regional 2 days
VIC City 3 days, Regional 4 days
SA City 4 days, Regional 5 days
WA City 5 days, Regional 6 days
NT City 6 days, Regional 7 days
TAS City 5 days, Regional 6 days.

*Except Woven Products (Photo Gift Category) allow approx. 15 working days for delivery.

 

Q: Can orders to be sent by Express Post?

A: At this stage Express Post is not available. We will inform you via email newsletter updates when Express Post becomes a delivery option.


Q: Can orders be delivered directly to my customer?

A: Yes. To complete this process, add your customer's address when finalising Delivery details within the Checkout process within the Online Software.


Q: Who do I contact regarding late delivery, quality issues, freight damage or requests for resubmission?

Contact Customer Care via email This e-mail address is being protected from spambots. You need JavaScript enabled to view it or call 1300 688 874 within 28 days of the original invoice date. In the majority of cases orders will be resubmitted at no charge.


Q: Who do I contact if there are products missing from my order?

A: Report any short delivery to Customer Care This e-mail address is being protected from spambots. You need JavaScript enabled to view it within 48 hours of receipt of your order.


Q: What sample products or catalogue's are available?

New Members receive a Photo Create Trade Catalogue upon joining. Sample products are not supplied. Members are encouraged to create and display sample products using your own images on products that best suit your marketing strategy.


Q: What guarantee do you offer on your products?

There are no defined guarantees across our personalised product range. We aim to produce consistent quality using strict guidelines and all products are manufactured to perform well under normal conditions. Any enquiry will be investigated thoroughly, and if found that a product is inferior due to a production error it will be credited or redone no charge.