Frequently Asked Questions

Please read our FAQ before sending us a message.

Shipping Information
Q. Do you ship internationally?

A. Yes, we ship to most international locations.


Q. How long will it take to receive my personalized item?

A. Your personalized item sent via standard shipping method should arrive in 8-10 business days (3 business days’ process + 5-7 business days in transit). We offer rush shipping by Express for additional charges. Orders with Rush handling will arrive in 5-6 business days (3 business days’ process + 2-3 business days in transit).


Q. How much does shipping cost and what are my shipping options?

A. Shipping charges vary by the product you are ordering and by location you are shipping. We offer Standard Service and Express Service. Please click here to check:


Q. How will I know when my order has been shipped?

A. You will receive email notification that your item has shipped and will include tracking information to check the progress of your shipment through the postal system. The shipping notification will be sent to the email address you provided to us when ordering. There are instances when tracking is not available. In those cases, an email will notify you of the date of shipment only.


Q. How can I track my order online?

A. Your shipment notification will provide a link allowing you to track your item on the postal service site. You may also track your order online at by clicking on “Order Status” at the upper right of our home page. It will provide you with information on the status of your order.


Q. Can I send my personalized gift to an address other than my billing address?

A. Enter your desired address in the shipping address section if you want to send a gift to someone else. If your shipping address is the same as your billing address, simply put a tick in the checkbox labeled “Shipping same as billing address”.


Q. Can I ship my item to P.O. Boxes?

A. We do not ship to PO boxes or APO & FPO addresses.


Q. Will I be charged taxes upon delivery?

A. There will be no import tax and custom duty issues for shipments to US addresses. There will also be no import tax and custom duty issues for shipments to Australia (on orders of up to $850.00 excluding shipping costs), Canada (on orders of up to $18.00 excluding shipping costs) and to UK and EU countries (on orders of up to $300.00 excluding shipping costs shipped via standard shipping method). For all other international shipments and conditions, recipients are responsible for any custom duty or taxes imposed by that country, which are collected by the carrier upon delivery, if any. Please check with your local government agency or contact us for more information.

Placing an Order
Q. Is there a setup fee?

A. No setup fee is required for any of our personalized products. There are no hidden charges. You pay for all the personalized products you want, plus the applicable shipping charge. That’s all.


Q. What is the minimum quantity required to order?

A. Due to our advanced digital process, there is no minimum quantity required to order. You can order one of each of our products, or you can order a thousand of each of our products. It’s entirely up to your needs.


Q. Do I have to create an account in order to shop?

A. No. Although there are advantages to creating an account and logging in before you start to personalize your items so that you can check your order status at our website.


Q. What is your pricing policy?

A. While we make every effort to ensure that all prices shown on our websites are accurate and up to date, sometimes error do error. Should this happen, reserve the right to alter the product prices on the website.


Q. What payment methods do you accept?

A. We accept payments by Visa, MasterCard, Discover, American Express, Bill Me Later and PayPal. We also accept payments by telegraphic transfer for bulk orders upon further agreement with our customer services.

You will need Adobe Reader to view above PDF files. Download here if required »


Q. Is it safe to use my credit card for purchase from your store?

A. Yes, it is. Rest assured both your personal and credit card information submitted to our site is safe, thanks to the Secure Sockets Layer (SSL)* technology we utilized. With the use of SSL technology, your information sent to us will be encrypted as it travels through the network, which only we can decode it. It helps preventing your sensitive information (such as credit card number, registered information, photo uploaded) from failing into the wrong hands!

Also we use PayPal* as one of our secure payment gateway for transactions. If you choose to pay for your gifts using PayPal, for sure you know that your information is under the flag of its Industry-leading fraud prevention technology and policies.

For more information, go to:


Q. How do I know you received my online order?

A. You will receive confirmation from us by email as soon as your order is received, and again the day your order is shipped. Our shipping confirmations include tracking numbers with quick links to Post Offices and USP, for up to the minute tracking!


Q. Can I cancel or modify my order?

A. Your order enters our production facilities immediately upon placement of your order, it is extremely important that you review your order for correctness prior to submission. Check your spelling, dates and names very carefully. Cancellations or changes to personalized orders cannot be accepted once you have completed and placed your order. Completion of your order confirms and acknowledges that you have reviewed and verified the accuracy of your entire order before it was sent.

Q. Why does my promotional code come up as invalid?

A. Check that you have entered your code correctly and make sure that the code is not expired.


Q. Do you offer Quantity Discounts?

A. The more you order. The more you save. We offer quantity discounts on large orders of the same item. If you are organizing a family reunion or planning your wedding, check out our quantity discount at product details.


Q. Are there any credit card transaction fees?

A. International credit card transactions may incur an international transaction fee or a foreign transaction fee, which are generally a percentage of your overall purchase price. Please contact your credit card issuing bank for further details on how much they charge.


Q. How to Re-order? (Same Design / Modify design)

A. Follow the steps below for a quick reorder checkout:

  1. Step 1: Login to “My account” at homepage and then click “My orders”
  2. Step 2: All pervious orders you have made will be shown in “My orders” page
  3. Step 3: Click invoice number to review your previous order. Click “Reorder” button located on the top right of the page
  4. Step 4: You will see shipping and billing address, shipping mode, pay mode, personalized items and order quantity in your last order. If you require no additional changes, you can click “Submit Order”
  5. Step 5: (Optional) If you wish to change your design, you can click on “Preview” button under your previous personalized item thumbnail and click “Edit these images” in the popup. You can then modify your design using our builder. When you are done making modifications, you will return to the order review page to continue with your order.
  6. Step 6: Review your billing and shipping address, shipping method, pay mode and order quantity. Click “Submit Order”.
  7. Step 7: This page includes a final summary of your order, when you are sure everything is correct, click “Payment”.
Q. Why can’t I get your product builder to work properly?

A. In order for our product builder to run optimally and smoothly, your internet browser must meet certain requirements which you can check out our compatibile browsers page.

You will also need to install Flash Player version 9.0 or above (or Flash Player version 10.2 or above for our calendar builder). This is freely available at the Adobe Website Flash Player download page.


Q. I can’t find the “upload images” button?

A. The most likely reason that you can’t find the big green “upload images” button in our product builder is because you haven’t got Flash Player installed on your browser. Please see the previous FAQ point for Flash Player requirements and download.


Q. Why does my images takes an age to upload?

A. Your images may take a long time to upload due to a variety of reasons including the below:

  • Your images are very large in size
  • You selected too many images to upload in the one go
  • You have a slow internet connection
  • Your PC or Mac is an old machine
  • Experiencing high load on your network
  • Timed out

If you are experiencing problems during your image upload, you can try to reduce the number of images that you upload in the one go (for example selecting to upload 5 images will be a lot faster than selecting 50 images). Spread them out on different batches for upload. If this doesn’t solve your problem on multiple attempts, you can try to do it again 5-10minutes later when your network is less busy.


Q. Why does your builder not work on the iPad, iPhone or other handheld devices?

A. Our builder currently does not work fully on these devices as it requires Flash Player in order to run properly, which is a limitation on Apple products. We are currently in the process of creating a new platform for iPads and iPhones to meet the needs of people who use handheld devices, so watch out for our launch!

Credit Card Payment Failure

Payments by credit card may fail because of a number of reasons, such as bank authorization and fraud prevention systems. When you have trouble with making a payment via credit card, you may use PayPal to process your credit or debit card payment, even if you do not have a PayPal account. It’s easy, fast and secure to make payment with PayPal.

See how to Switch your payment options over to PayPal (PDF)*

Technical Troubleshooting Guide

Common error messages and solutions

A small number of our customers are experiencing technical difficulties when using our online builder. 95% of page errors such as 404 errors, 2038 upload errors, Java & Flash errors, and other security & compatibility issues are able to be resolved on your own by following the instructions below.

1. Make sure you are using a web browser that supports

The following internet browsers are supported on personal computers:

Windows PC

  • Internet Explorer 9, 8, 7, 6
  • Firefox 3.0 and above
  • Safari 3.0 and above
  • Chrome 5.0 and above

Apple Mac

  • Firefox 3.6 and above
  • Safari 4.1.3 and above
  • Chrome 4.0 and above

Click here for details.

2. Clear your browser’s private data, cache & cookies

For Internet Explorer users,

  1. Select “Internet Options” from the “Tools” menu.
  2. In the General Tab > Browsing History section, click “delete”.
  3. Cache is removed by clicking delete files from the “temporary internet files” section.

For Firefox users,

  1. Select “Clear Private Data” from the “Tools” menu
  2. Check all, but the “saved passwords”
  3. Click on the “Clear Private Data Now” button
3. Adjust security settings & pop-up blockers in your browser
  • adjust your security settings to the “Default” or “Medium” level for your browser.
  • Add to the list of trusted sites.
  • Disable any pop-up blockers in your browser or add as an exception to pop-up blockers.
4. Download the current Flash plug-in version

You will need to install Flash Player version 9.0 or above (or Flash Player version 10.2 or above for our calendar builder) on your browser. This is freely available at the Adobe Website Flash Player download page.

5. Restart your computer

If your computer is acting sluggish or programs are failing to run, you may need to turn off your computer and restart it. Restarting your computer essentially clears your computer’s memory and starts it up fresh. You may also require to restart your computer after installing updates or other software in order to complete an installation or update.

If you are continuing to experience a complication while using our site after performing the steps listed above, please do not hesitate to contact our Technical Support Team at [email protected] for further assistance.

Error code 301 solutions

Error 301 may occurred when you use chrome to browse to pages and it can be solved very easily by following steps below

Solution 1:
Step 1: In Google Chrome web browser, click on the wrench icon located to the top right.
Step 2: Choose Options, from the drop down menu.
Step 3: A new Google Chrome Tab with web browser’s personal settings will open, choose Under the Hood.
Step 4: Under the Privacy, click on Content Settings.
Step 5: From the new menu, listed under Cookieschoose All Cookies and site data.
Step 6: Clear the cookies and other data, click on Remove All button.
Step 7: Close the settings tab completely. Restart the Google Chrome web browser.

Solution 2:
Step 1: Right click on your time on the Windows Taskbar and select Adjust date/time.
Step 2: Click on Internet Time.
Step 3: Click on change settings and make sure it’s set to and then press Update Now.
Step 4: Manually adjust the date of your calendar to today’s date and adjust the time to todays time.
Step 5: Close Chrome and re-open it and reload the webpage that was having the issue.

Contact us

Please fill in the form and provide as much information as possible in your enquiry for us to understand your needs and provide you with a solution. Please allow 1-3 business days for a reply.

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