Support & help
Frequently Asked Questions
Answers to common questions about our products, your order and delivery. For order-specific queries, get in touch with our team.
Getting Started
Which file formats do you accept for your software and online editor?
We accept image files in JPEG/JPG or PNG format, using an sRGB or RGB color profile. If your file is in another format (such as PDF, HEIC, BMP, or PowerPoint), please convert it to JPEG before uploading to our design platform.
Is there a limit to the images/resolution size?
Yes, there are some specifications to follow. Please ensure your images are under 50 megapixels, with both width and height not exceeding 20,000 pixels.
For low-resolution images, the software will display a warning when selected. You may still proceed with printing, but please note that the final print quality may be reduced.
How do I start a Photobook on your website?
How to Create a Photobook
To start a photobook on the website, the process generally follows these steps:
1. Sign Up or Log In : Create an account or log in to your existing account on the website.
2. Select Photobook Category : Choose the type of photobook you want (e.g., hardcover, softcover).
3. Choose a Template or Start from Scratch : Select a theme or layout, or start with a blank template for full customization.
4. Upload Your Photos : Add the images you want to include in your photobook.
5. Arrange and Customize : Drag and drop your photos onto the pages. Adjust image sizes, add text, backgrounds, and other design elements as desired.
6. Preview Your Photobook : Review each page carefully to make sure everything looks perfect.
7. Order and Payment : Select your size, cover type, and any additional options, then proceed to checkout to complete your order.
Why is my online project not reflected in the mobile app?
Photobook offers two platforms for creating your projects: on computers (via the Online Editor on the website or the Photobook Designer Software) and on smartphones (via the Photobook App). Please note that projects created on these platforms are separate and are not synced across devices.
Can I use scanned images to print my product?
Yes, scanned images can be printed. To ensure good print quality, we recommend:
- Scanning at minimum 300 DPI.
- Saving as high-quality, low-compression JPEG (.jpg) files.
Please note: we do not provide image-scanning services. Also, carefully check your scanned images for artifacts, scratches, or imperfections, as these may become more noticeable in large-format prints.
Is it possible to combine projects from different accounts?
Unfortunately, this is not possible. Projects are exclusively linked to the registered account, and orders can only be placed through that same account. Projects cannot be transferred to another account.
My Canva images look blurry in my Photobook. How can I fix this?
To ensure high-quality printing, here’s a clear step-by-step guide for Canva Photobooks to get high-res (300 DPI) JPGs so images won’t be blurry:
- Step 1: Set the correct page size
Check the final size of your Photobook (e.g., 8×10 inches).
In Canva, go to File → Resize (if available) or set custom dimensions when creating the design. Multiply inches by 300 to get pixels:
8 × 300 = 2400 px
10 × 300 = 3000 px
Make sure each page matches these pixel dimensions or larger.
- Step 2: Download as high-quality JPG
Click Share → Download.
Choose JPG as the file type.
Under Size, select High Quality.
Click Download.
Tip: Do not resize your images smaller after downloading, this will reduce quality.
- Step 3: Use in the Designer
Import the downloaded JPGs into the Designer.
Zooming in should no longer make them appear blurry, as the images are at print-ready resolution.
Note: Some features, such as high-resolution downloads or custom page sizes, are available only with Canva Pro.
Do reach out to the Support team should you need further assistance.
How do I start a Photo Prints project using the online editor?
To get started, visit our website and go to the 'Shop' category. Select 'Shop All', then choose 'Prints' to begin your project.
Online Editor
How long are my Online projects stored for?
Project Deletion Policy
Projects are scheduled for deletion 180 days after the creation date or the last saved date, whichever is later. Any edits made to a project (for example, on day 30, 90, or 179) will extend the deletion date to 180 days from the most recent save.
Examples:
- A project created on 2025-01-01 is scheduled for deletion on 2025-06-30.
- If the same project is edited on 2025-03-01, the deletion date is updated to 2025-08-28.
Important Notes:
The creation date remains unchanged.
The last edited date updates with each save and determines the deletion schedule.
Deletion information will be displayed as: “Will be Deleted by: YYYY-MM-DD.”
Why do my photos look blurry when I upload them into the Online Editor/Photobook Designer?
The Online Editor automatically generates a thumbnail (a smaller, lower resolution version) of each photo you upload. This is used during editing and preview to reduce the amount of data your web browser needs to process, ensuring smoother performance and faster loading times. As a result, images may appear slightly less sharp while you are working on your project.
For printing, the system always uses the original, full resolution version of your uploaded photos to ensure the best possible print quality.
If a photo you uploaded is too low in resolution for printing, a red/yellow exclamation mark will appear on the page. This warning indicates that the image may appear blurry or pixelated in the final printed product. We recommend replacing such images with higher resolution versions for the best results.
Can I add text on a Photobook spine?
Yes, you may position your text vertically on the spine. Please ensure that the text is placed within the spine area and leave a small margin between the text and the edges to account for minor binding variations.
How do I add more pictures and text to my project?
You can add photos or text to your project by clicking the “Add Photo” or “Add Text” icons on the toolbar. These icons are located on the left and right sides of the design page for easy access.
How can I make my image brighter / enhance my images?
Select a photo and use the editing tools to adjust Brightness, Contrast, and Saturation, or apply filters.
For books, you can edit each photo individually for the best results.
Note that the results may look slightly different in print than on screen, for specific preferences, editing photos individually is recommended.
How can I move a page?
You can rearrange pages only in a spread (2 pages) by dragging the spread to the page number you wish to move it. Unfortunately, you cannot move a single page to another page number. However, you can copy the page layout you designed to another page by selecting the entire page then use CTRL+C to copy and CTRL+V to paste the designed picture boxes with layout into another page.
Can I use my own fonts on the Online Editor?
Online Editor: The font selection on this platform is fixed and cannot be changed.
Photobook Designer: The software automatically detects fonts installed on your computer, allowing you to use them in your project. You can also add new fonts downloaded from online sources, which will appear in Photobook Designer once installed.
Why do I see Poor Photo Quality warning on my images in project?
This warning indicates a low-resolution image that may result in unclear printing. You should use a higher resolution image or reduce the size of the photo box. You can check the Preview to see if the quality is acceptable to you.
How do I adjust the brightness and contrast of my photos?
Select the photo, then click the "Adjust Brightness, Contrast and Colors" icon in the toolbar. This opens the Adjustments panel, where you can fine-tune Sepia, Brightness, Contrast, Saturation, and Hue-Rotate using the sliders. Click Reset Filter anytime to undo your changes.
My photo keeps getting cropped in the photo box. How do I show the whole photo?
Select the photo, then click the "Crop + Rotate Image" icon in the toolbar. From there, you can adjust the zoom and positioning to fit the entire photo within the frame.
How do I crop or only show a part of my photo in the photo box?
Select the photo, then click the "Crop + Rotate Image" icon in the toolbar. This allows you to crop the photo or rotate it to display only the part you want within the photo box.
How can I swap photos?
Select the photo you'd like to swap, then click the "Swap Image with other Frame" icon in the toolbar (the icon showing two overlapping squares with arrows). This will swap the selected photo with another photo/frame on the page.
How do I copy a page design?
At the moment, this feature is not available.
Can I use my own photos as background picture?
At the moment, this feature is not available.
Can I create my own background colors?
At the moment, this feature is not available.
Can I convert a product I have designed to another product from a different product family? (Eg. Flush Mount to Photobooks, Canvas to Desktop Plaque, Canvas to Canvas Air, etc.)
At the moment, this feature is not available.
Rejected photos error in Online Editor. What should I do?
This usually means the photo's resolution is too low for quality printing. Please replace it with an image of at least 300 DPI to ensure the best print output.
Can I upload photos automatically on each page without having to drag and drop manually?
At the moment, this feature is not available.
Why are my images uploading so slowly / not uploading in the Online Editor?
This can be due to several factors below:
1) The image file size is above 5mb.
2) There are too many images being uploaded at a point of time
3) The stability of your internet connection.
4) Your image may scanned with 600 DPI and above. (Maximum setting that we print = 300DPI)
We recommend that you upload 5-10 images at a time, and ensure that the “blue progress line” completely disappears before proceeding to exit your project.
Can I open two projects at one time?
Online Editor: Yes, you can. However, please note that elements cannot be copied or pasted from one project to another.
How do I know my images are in the safe area with the bleed lines for inner pages of my album?
When editing your project for the inner pages, the red line represents the safe area, this is where your important text or key photo elements should stay within, to avoid being affected by trimming. The blue line represents the actual trim/bleed edge of the page.
Due to the nature of the printing process, trimming can vary slightly by 2-3mm on either side of the blue line. To avoid unwanted white edges after trimming, please drag your photos all the way to the blue line. Using the full-page layout is the easiest way to ensure everything is aligned perfectly.
We recommend keeping any important text or key parts of your photos at least 1cm inside the red (safe) line. This helps prevent important elements from being accidentally trimmed due to minor inaccuracies during the cutting process.
Can I lock specific photos in a page while working on other images from the same page?
Yes, click the "Frame Locked" icon in the top toolbar to lock a specific photo's frame in place. This keeps the locked photo unaffected while you continue editing other images on the same page.
How do I view all the pages of my project in one screen?
Click the "Arrange Pages" icon at the bottom toolbar. This displays a thumbnail view of all the pages in your project on one screen, making it easy to navigate, arrange, and review your layout.
Can I copy a particular Readybook page to another project?
No, unfortunately this is not possible. Each Readybook is designed specifically for its template only.
How do I remove a picture from the image placeholder/box in my design but still keep the empty image placeholder/box?
At the moment, this feature is not available.
Can I adjust the transparency of the background?
At the moment, this feature is not available.
I am unable to begin a Readybook project in the Online Editor.
Please check your Internet connection, clear your browser’s cookies and cache, and if the issue persists, try using a different browser such as Google Chrome or Mozilla Firefox.
Can I view instructions in my native language?
At the moment, this feature is not available.
Account Registration
Do I need to create a new account on your new site?
Yes, it's quick and takes just a minute! We've upgraded our platform with stronger security and a smoother shopping experience, so all customers need to set up a new account. It's a small step that keeps your data safer and makes ordering easier going forward.
How do I delete my account?
We’re sorry to hear that you’d like to delete your account.
To proceed, please submit your request to our support team here.
Please note:
- Requests to delete personal information are treated as account closure requests and may not include the removal of all photos associated with the account.
- Account deletion is permanent and cannot be undone.
If you have any questions or need further assistance, feel free to reach out, we’re here to help.
How does Photobook protect my account information?
Photobook Worldwide is committed to protecting your personal data in accordance with internationally recognised data protection principles and security standards. This includes the use of encryption, strict access controls, and adherence to global privacy practices, such as GDPR-style requirements.
For more information, you may refer to our Privacy Policy and Terms & Conditions by clicking here.
Multiple Account Access Using The Same Login Details
If you’re sharing your Photobook account or login details with family or friends, we recommend limiting access to one user at a time for security reasons. Multiple users accessing the same account may unintentionally change personal information or passwords, which could result in being locked out.
For a smoother experience, we suggest each user create their own account or use a shared project to collaborate. You may also share images through platforms like Dropbox or Google Drive, so everyone can access and download the files. These can then be used to create photobooks, calendars, or photo gifts.
This approach helps ensure everyone can easily access the content while avoiding any confusion or access issues.
Why am I unable to login into my account?
Just a gentle note that while email addresses are not case-sensitive, passwords are. If you’ve registered with us before, please ensure the correct use of capital letters when logging in, or try resetting your password if needed.
If you’ve previously placed an order with us, an account may already be linked to your email, so resetting your password could help you regain access.
If you’ve received our promotional emails, this doesn’t necessarily mean you already have an account. In that case, you’re welcome to create a new account to get started.
How do I recover my username/login ID?
Just a gentle note that while email addresses are not case-sensitive, passwords are. If you’ve registered with us before, please ensure the correct use of capital letters when logging in, or try resetting your password if needed.
If you’ve previously placed an order with us, an account may already be linked to your email, so resetting your password could help you regain access.
If you’ve received our promotional emails, this doesn’t necessarily mean you already have an account. In that case, you’re welcome to create a new account to get started.
I am trying to login but got this “authentication failed” message. What do I do?
You can reset your password by selecting “Forgot password” and entering your email address. Just follow the instructions sent to your inbox to set up a new password.
If you need any help along the way, feel free to let us know.
I attempted to reset my password but did not get an email.
It’s possible the account was created using a different email address, such as an older one. Kindly try entering your username or any alternative email you may have used. Also, please check your spam or junk folder, as the password reset email might have been filtered there.
Ordering & Payments
Where can I see the pricing for additional pages and paper upgrade?
Our Photobooks come with a standard number of pages (please check the product description). Adding extra pages or choosing upgraded paper will incur additional charges. You can preview these charges directly in the editor, pricing updates are shown at the top right corner, next to the "ORDER" button, and will automatically reflect any changes you make. The final charges will also be shown in your shopping cart during checkout.
If you prefer not to pay these charges, you can edit your project to reduce the number of pages, adjust your photos to fit the desired page count, or click the 'Change' option to select a different paper type.
Can I still make adjustment or edit a project that has been ordered?
Once a book has been created and ordered, further edits or adjustments are not possible.
However, you can still order additional copies of the existing project through your online Photobook account by selecting 'My Orders' from your dashboard:
Under 'My Orders,' you can either click the 'Reorder' button to purchase the same product without any modifications or select 'Duplicate' to open the project and make adjustments before placing a new order.
I am being charged additional payments after entering the voucher code during checkout.
Please check your shopping cart to see if any extra pages, paper upgrades, or accessories have been added. Additional charges may apply for these items, as they are not covered by the voucher code
Why am I being charged additional amount in my shopping cart?
Any additional charges in your shopping cart are usually due to paper upgrades or extra pages. To avoid these charges, you can select the standard paper by clicking the Change option.
Saved credit card information.
Are you seeing outdated credit card details when trying to pay for your order? Please note that Photobook’s website does not save credit or debit card information. Your browser or operating system may be auto filling these details during checkout. (You can save addresses to your Photobook account, but not payment information.)
To fix this, we recommend:
Searching for “delete saved credit card” along with your browser name (e.g., Chrome, Safari, Firefox, Edge).
If needed, searching for “delete saved credit card” along with your device’s operating system (e.g., Windows, Mac, iOS, Android).
Once removed, you can enter your updated payment information at checkout.
Can I cancel an order that I have already made?
Once an order is placed, changes or cancellations aren’t possible, as we process orders immediately to ensure fast delivery. Please review your order carefully before confirming.
Can I change an order after it has been placed?
Once an order is placed and files are uploaded, changes or cancellations are not possible as our automated system immediately queues your product for production.
However, the shipping address can still be updated, as it does not affect the production process. Please contact us immediately if you wish to change the address, as this requires manual assistance from our team.
Can I add stamping on Slipcase or Presentation Box?
Yes, stamping can be added during the checkout process in the shopping cart, before proceeding with any additional payments (if applicable).
Step 1: Adding the accessories in your cart.
Step 2: Choose either to add a Slipcase or Presentation Box.
Step 3: To add/remove stamping, click on 'Change'.
Step 4: Adding text or wordings to stamp in 1 or 2 lines (up to a maximum of 25 characters per line).
Step 5: Ensure the stamping option is now showing correctly in the Shopping Cart details.
Why am I charged an International Transaction Fee?
An International Transaction Fee (also known as a Foreign Transaction Fee) may be charged by your credit or debit card provider when a purchase is made outside your home country, or when the payment is processed through an overseas bank. This can occur for several reasons:
Currency Conversion: If a transaction is made in a foreign currency, your card issuer may convert it into your local currency and apply a fee for this service.
Foreign Payment Processing: Even if you are purchasing from a website based in your country, the transaction may still be processed through an overseas payment gateway, which can trigger an international fee.
Bank and Card Network Charges: Card networks such as Visa, Mastercard, or American Express may impose a small processing fee for international transactions, which is then passed on by your bank.
Additionally, due to regulatory changes introduced on July 1, 2018, some banks may apply a cross-border fee (typically around 3%) when transactions are processed via overseas platforms such as PayPal.
Please note that this fee is determined and charged by your bank or card provider, not by Photobook or PayPal. We recommend checking directly with your bank for further clarification, as some cards may be exempt from these charges.
Can I request to remove barcode on the last page of the photobook?
Unfortunately, we are unable to accommodate this request. Please note that we have recently upgraded our printing processes to enhance efficiency and product quality. The barcode on the last page is now a standard feature across all of our books, with the exception of Lay Flat Photobooks and Flush Mount Albums.
Why can't I reorder my old order created before 2021?
Photobook has upgraded to a new platform, and as a result, older order records are no longer available online. However, if you would like to place a reorder, please provide us with your previous order number. We will check our database to see if your files are still accessible. If they are, we can process your reorder manually, which may include requesting your voucher code (if applicable) and sending you a payment request.
My order has been placed. What do I do next?
Online Editor: After completing your payment, you will receive an order number. Your files will be automatically transferred to our servers, and you can track your order online.
Photobook Designer: Once payment is completed, you will receive an order number, and the Photobook Designer will prompt you to upload your files.
How do I pay for my order?
We currently accept payments via PayPal and debit/credit card for all countries. Please note that some countries may also offer additional local payment options. For the available payment methods, kindly refer to the shopping cart or checkout page on your country’s website.
What forms of payment does Photobook accept?
Photobook accepts credit cards (Mastercard, Visa, and American Express) and PayPal. In select countries, online banking may also be offered as a payment option.
I do not own a credit card, are there any other modes of payment?
You can also use a debit card if it functions like a credit card, simply enter the card number, security code, and other required details at checkout, just as you would with a credit card.
How do I place an order?
How to place an Order:
Once your design is complete, click the “Order” button located in the top-right corner of the screen and follow the checkout steps.
Do I have to have a Paypal account?
No, you can either log in or register for a PayPal account, or choose to check out as a guest on PayPal’s payment page. You will only need a valid credit or debit card to complete your payment.
Are there any discounts for bulk orders?
If you are interested in ordering more than 20 copies, please complete our bulk order form and provide as many details as possible. A representative will contact you shortly.
I received an error message! What should I do?
Have you encountered a technical problem on our website? To help you find a solution to the problem, please take a screenshot (a picture of your screen with the error message visible) and email it to our Customer Experience team at support-ww@photobookworldwide.com or Chat with us. Do provide the following information in your email:
1) Are you using a desktop computer/laptop or smartphone?
2) If you use a smartphone, is it an iPhone or Android phone?
3) If you are using a computer, which browser do you use (e.g., Firefox, Safari, Chrome)?
4) Where did the error occur? What were you trying to do when you see the error message?
Tip: If you are using a computer, try using another browser. This solves most problems. We recommend Google Chrome.
Why am I charged USD1.00 by Paypal?
PayPal uses a USD $1.00 charge to verify that your credit card is valid. This amount will be automatically refunded within a few days and will not appear on your credit card statement.
I am not given an option to pay using credit card. Why?
Check if you have a linked PayPal account in the cart or if the 'Save PayPal for future use' option is selected. To enable the 'Pay with a Bank Account or Credit Card' option, unlink the account or deselect the 'Save PayPal' option under the 'Buy Now' button.
How do I remove a debit or credit card from my PayPal account?
Here's how to remove a debit or credit card:
1. Go to the PayPal website and log into your account using your email address and password.
2. Find your card: In the "Wallet" section, you'll see a list of your linked payment methods (debit/credit cards, bank accounts, etc.).
3. Select the card you want to remove: Click on the card you wish to remove.
4. Confirm the removal: PayPal will prompt you to confirm that you want to remove the card. Click "Yes" to confirm.
Additional guides to take note:
1. You cannot remove a card if you have a pending transaction or if your card was the backup payment method for a recent instant bank payment. Please wait for a few days and try again.
2. You may not be able to remove your card if you have a negative balance in your PayPal account. In this situation, you must bring your balance to zero or higher to remove your card.
3. If you remove your only card and have a confirmed bank account, you’ll no longer be able to make instant bank payments. Instead, they’ll be sent as eChecks, which will take 3 to 4 working days to process.
I have completed payment. Why have I not received an order number?
Try to login into your account and go to “My Orders” to locate your order number. If you do not find it, please contact us via this link for further assistance.
Can I pay by bank transfer?
Unfortunately, we do not accept payments by manual bank transfers, check, purchase orders, or invoices.
Why is my credit card information not being accepted?
If you encounter an error message regarding a credit card failure when attempting to submit an order, please follow these steps:
Verify Information Accuracy: Double-check that there are no typos or misspellings in your name, street address, city, state, and postal code.
Match Billing Details: Ensure that the billing name (including any middle initials) and address on your credit card statement exactly match the information entered. Please refer to a mailed statement for confirmation.
Re-enter Security Code: Try re-entering your CVV or security code. If your card is saved, consider entering it as a new card.
Please note that each submission may place a temporary hold on the total order amount. These holds will generally be removed within 1-7 business days but can take up to 30 days depending on your issuing bank. For further inquiries, please reach out to your bank.
How to checkout with Maybank QRPay?
1. Check your shopping cart details, choose QRPay and click order now.
2. Scan QR code to complete the payment.
3. Follow the instructions on the screen to complete the transaction.
4. Please allow our website to fully load once your transaction is completed to prevent floating orders.
How can I view and print the order receipt?
Once your order is successfully confirmed, our system will automatically send a receipt to your email. You can click the Print button in the email to print a copy of your receipt.
Can I request to not include the invoice with the photo product when it is delivered?
We do not include a physical invoice with the album. After placing your order, a receipt or invoice will be sent directly to your registered email address.
My payment was successful, but I did not get any order confirmation. Help!
Once your payment is successful, an automated confirmation email will be sent to you. Please also check your spam or junk folder. If you do not receive the email within an hour, you can contact us here or via chat for assistance.
I am trying to make payment, but I am not directed to the payment portal. What should I do?
Please make sure to disable any popup blockers before making payment, as some payment gateways open the payment page in a new browser window.
How long will it take to upload a file through the Internet?
The uploading process can take between 10 to 120 minutes. This depends on the size of the images that you use, which would ultimately affect the overall size of your file.
This will also depend on the speed of your Internet connection.
When am I charged for my order?
After you have placed your order, your online payment will be charged the moment your order is completed and successful. We will then proceed to print your book.
What if I’m having problems using Paypal?
Please check to see if your card has available funds and/or if the card details and billing address has been entered correctly. It could also be a restriction by the issuing bank or if your destination country and billing country differs. Further information can be found in PayPal’s Help Center. You can contact PayPal’s support department by email or phone.
Can I upload a book using a dial-up connection?
Uploading a book via a dial-up internet connection is theoretically possible but not recommended due to the large size of high-resolution pages sent from Photobook Designer. Dial-up connections are prone to time-outs during uploads. To avoid frustration, we recommend using a high-speed internet connection for uploading and ordering
What is the credit card authorization procedure?
When placing an order with us, payments will be handled by our payment portal; Paypal and they will request an authorization for the total amount of the purchase from your credit card company. If there are insufficient funds available, the transaction may be declined.
I keep getting re-directed back to the login page after proceeding from the first page of the cart.
Please clear your browser’s cookies and cache, then try again to see if the issue is resolved. If the problem continues, we recommend using a different browser, such as Mozilla Firefox or Google Chrome. For the best experience, you may also consider setting the new browser as your default.
How secure is the credit card facility?
Photobook processes payments using PayPal or other secure payment gateways, depending on your country. Your credit card details are transmitted via Secure Socket Layer (SSL) directly to a secure electronic vault. You can verify this by the small ‘padlock’ icon in your browser. At no point are your credit card details stored by us.
How do I find out my order number?
Once your order is successfully placed, a confirmation email will be sent to you. You can also log in to your Web Shopping Cart account on the Photobook website to locate your order number.
Note: If you do not see an order number on the confirmation screen or receive a confirmation email within an hour, please contact us with your transaction details for assistance.
Shipping & Delivery
Will my order arrive on a specific date and time?
Shipping times are estimates and cannot be guaranteed. Delivery time may vary depending on the shipping method selected and the type of product ordered. Please note that certain items, such as photobooks, may require additional production time.
Kindly be aware:
- While we understand you may have a specific delivery date in mind, delays can occasionally occur due to peak periods, holidays, weather conditions, or other unforeseen circumstances.
- The estimated delivery date shown in tracking is for reference only; please allow an additional 2–3 days for final delivery.
- We recommend placing orders in advance to help avoid any potential delays.
- You may track your shipment at any time using the provided tracking number for the latest updates.
If you have any questions or need further assistance, please feel free to contact our Support team—we’re happy to help.
How do I track my order?
Once your order has been shipped, you will receive a shipping confirmation email containing your tracking details.
You can also track your order online using the tracking link provided for your shipping destination. If your package has not arrived within the estimated delivery timeframe, or if you have any questions about your shipment, please don’t hesitate to reach out for assistance.
Our Support team is available via Live Chat on our website or by email, and we’ll be happy to help you further.
What is the production and delivery time for my photo product?
We offer several shipping options for your photo products, with estimated production and delivery times as follows:
1. Standard Shipping: 6–10 business days
2. Premium Express: 4–7 business days
3. Super Rush: 3–5 business days
Please note:
- Business days exclude weekends and public holidays.
- Tracking is included with all shipping options.
- We are unable to deliver to PO Boxes or APO/FPO/DPO addresses.
- These timeframes are estimates only and may vary depending on your location or during peak seasons and holidays, which may cause delays.
If you have any questions, our Support team will be happy to assist you.
Can I combine orders to save on shipping?
Yes, you can combine orders to save on shipping for projects created through our website or mobile app.
For website orders, simply use the “Add Project” option in your shopping cart to include additional projects in the same checkout. On the mobile app, you can go to My Projects and add other projects to your cart before placing your order.
A discounted combined shipping rate will apply when ordering multiple copies of the same product type and size. For more details, please refer to our Shipping Information page.
Please note that combined shipping is not available for orders placed via the Photobook Designer Software at this time.
How long does it take to receive my order?
We begin processing your order once it has been fully uploaded to our servers.
If you select Premium Express shipping, you can expect to receive your order within 4–7 business days, depending on your location. Please note that delivery times may also vary during peak seasons or due to unforeseen delays.
Will my orders be subjected to import duties and taxes in Canada?
International shipments to Canada may be subject to import duties and taxes, which are assessed by Canadian customs upon arrival.
Please note that any customs charges are the responsibility of the recipient, and we are unable to control or predict these fees.
If you do incur import duties or taxes, you may provide us with the payment receipt, and we will gladly reimburse the amount in the form of store credit to your Photobook account.
How long does it take for the photo product to be delivered if the order is placed today?
Production and delivery times begin once your order has been placed and fully processed.
As all photo products are carefully hand-assembled and quality-checked, turnaround times may vary depending on the product type and destination country. Delivery times may also be affected by the selected shipping method, peak seasons, and courier services.
For the most accurate estimate, please refer to the delivery timeframe shown at checkout for your specific order.
I no longer want my order delivered, can I request for cancellation and refunds?
We’re sorry, but once an order has been submitted, it cannot be cancelled or refunded. Please note that we are also unable to accommodate cancellation requests due to a change of mind.
If you need further assistance or have any concerns about your order, please feel free to contact our Support team via Live Chat or email, and we’ll be happy to help.
Can I have my book shipped to an overseas recipient?
Yes, you can ship your photobook to an overseas recipient.
Many Photobook regional websites allow international delivery by entering the recipient’s overseas address directly at checkout:
Photobook Australia
Photobook Canada
Photobook America
Photobook Singapore
Photobook Hong Kong
Photobook United Kingdom
Photobook Europe
Photobook New Zealand
Photobook Emirates
Photobook Brunei
Photobook Japan
Photobook Korea
If you are on a regional site not included in the list above, you will need to create and place your order through the appropriate country-specific Photobook website or software. Please note that pricing and currency will follow the destination country’s settings rather than your local currency.
If you need help selecting the correct site, our Support team will be happy to assist you.
Can I pick up or self collect my order once completed?
Unfortunately, self-collection or pickup is not available for orders.
To ensure an efficient production and delivery process, all orders are shipped directly to your selected delivery address. If your order is urgent, we recommend placing it earlier or selecting an expedited shipping option, if available in your country.
For more details on shipping methods and estimated transit times, please refer to the Shipping Information page at the bottom of our website.
Increase in shipping fee
The increase in shipping fees is due to the significant rise in global freight and logistics costs. As a result, Photobook Worldwide is no longer able to fully absorb the additional charges imposed by our courier and logistics partners.
Shipping rates are reviewed periodically to ensure we can continue providing reliable delivery services. We will continue to monitor the situation and adjust or remove the surcharge when operational conditions improve.
My book was shipped a few days ago, why is my tracking number not being updated on the courier website?
Your book may have been shipped close to the weekend. In such cases, courier facilities are typically closed on Saturdays and Sundays and will only resume processing on the next business day.
Please allow up to 2 business days for your tracking information to be updated on the courier’s system. If there are still no updates after this period, feel free to contact our Support team for further assistance.
Where can I see the shipping charges for my photo product?
You can view the shipping charges for your photo product on our Shipping Information page, which is available at the bottom of our website under the Help section.
Please note that shipping rates vary depending on the destination country and selected shipping method.
My order hasn’t arrived yet, what do I do?
Please check whether you selected Standard Shipping for your order, as delivery may take up to 10 business days. Kindly note that business days do not include weekends and public holidays.
In some cases, orders may experience delays due to processing or delivery issues, which may extend the delivery timeframe.
If you still have not received your order after the estimated delivery period, please contact our Photobook Worldwide Customer Support team for further assistance, and we’ll be happy to help.
Why do I need to pay custom duties if I received a shipment as a gift?
Even if a shipment is marked as a gift, it still must go through the standard customs clearance process in the destination country.
Customs authorities assess all incoming parcels based on their origin, declared value, and contents—not the purpose of the shipment. As a result, import duties and taxes may still apply.
In most cases, these charges are only required if the value of the item exceeds the local tax-free threshold set by customs in the destination country.
Can I change my shipping address after the order has been placed?
Whether you can change your shipping address depends on the status of your order.
If your order is still in production and has not yet been shipped, please contact us immediately via Live Chat or email with your order number and updated address, and we will do our best to assist you.
If your order has already been shipped, you may use the tracking number provided in your email to contact the courier directly and request an address change. Alternatively, you may also reach out to our Support team as soon as possible so we can assist in coordinating with the courier on your behalf.
We strongly recommend reviewing and confirming your shipping details carefully at checkout to ensure successful delivery.
Can I add more than one delivery address to my order?
When placing an order, only one delivery address can be used per transaction, regardless of the number of items purchased.
If you would like to send items to multiple addresses, you will need to place separate orders for each delivery address.
As our system is fully automated, we are unable to split or add multiple addresses within a single order once it has been placed.
Where can I get the link to track my shipment?
You can find your tracking link in the shipping confirmation email sent to you once your order has been shipped.
Simply open the email and click on the tracking link provided, or use the tracking number to check your shipment status on the courier’s website. If you have multiple orders, please ensure you are referring to the correct email for the specific shipment you wish to track.
If you are unable to track your parcel using the link in the email, you may also visit the courier’s official website directly using the relevant tracking page provided in your shipping details.
DHL: https://www.dhl.com/cn-en/home.html
DHLEC: https://ecommerceportal.dhl.com/track/?ref=
NINJAVAN (PH): https://www.ninjavan.co/en-ph/tracking
SF EXPRESS: https://www.sf-international.com/my/en/
ARAMEX: https://www.aramex.com/us/en/track/shipments
LWE: https://www.lwe.asia/tracking/track
AUSPOST: https://auspost.com.au/mypost/track/#/search
PUROLATOR: https://www.purolator.com/en
USPS: https://tools.usps.com/go/TrackConfirmAction_input
FlashExpress Thailand: https://www.flashexpress.my/fle/tracking
FlashExpress Malaysia: https://www.flashexpress.my/fle/tracking
I received a damaged item. What should I do?
We’re really sorry to hear that your item arrived damaged.
To help us resolve this quickly, please chat with us or send an email with your order number and sample photos of the damaged item from different angles, including the packaging. A short video showing the package and its condition would also be very helpful. Please send these within 30 days of receiving your order.
It would also be great if you could share a few details about the delivery and packaging:
Was the box sealed properly when you received it?
Were there any visible signs of damage on the outer packaging?
Where was the package left upon delivery (outdoor, porch, mailbox, etc.)?
Was the packaging crushed or wet?
Please also let us know about the item itself:
Is the item completely damaged or partially damaged?
Which parts or areas are affected?
Were any other items in the same order affected?
Did you open the package immediately upon delivery?
Was the item stored somewhere unusual (damp, near heat, etc.)?
Please note: These details are important for our documentation and to help us improve our service. If you cannot provide all the information requested, photos and videos alone are sufficient.
Once we receive your information, we’ll be able to review and arrange a replacement right away.
You can also click here to read more about our return policy.
Can I add special delivery requests for my order?
If you have any special delivery requests, we recommend contacting the courier directly using your tracking number once your order has been shipped.
Please note that for standard shipping, special delivery instructions may not always be accommodated, as final delivery is handled by the postal service in your region.
Can I pay delivery charges on COD (Cash on Delivery) basis?
No, we do not offer Cash on Delivery (COD) for shipping charges or orders.
All payments must be made online using a valid credit/debit card, PayPal or e-wallet (subject to country availability). If you are unable to use the listed payment methods in cart, please contact our Support team, and we will be happy to assist you with alternative options where available.
I received an incorrect item. What should I do?
We sincerely apologize for the inconvenience caused.
To assist you promptly, please contact us via Live Chat or email and provide clear photos of the item received, including the product barcode and packaging if possible.
Once we receive the details, we will review your case and arrange a replacement if applicable, as well as conduct a formal investigation to prevent similar issues in the future.
What does ‘Shipment information received’ mean?
“Shipment information received” when you are tracking your shipment means that a shipping label has been created for your order and the courier (e.g. DHL) has received the shipment details electronically.
At this stage, the courier has not yet collected the parcel from our facility. Your order will only begin tracking once it has been picked up and scanned by the courier.
Typically, tracking updates will appear within 24 hours after this status changes.
Do you ship to PO Boxes?
No, we are unable to ship to PO Boxes.
This is due to courier restrictions (including DHL and other logistics partners), as they require a complete physical address for successful delivery and are unable to deliver to PO Box locations in most regions.
Please ensure you provide a valid street address where someone is available to receive the parcel.
Can I choose a locker service for delivery?
Unfortunately, we do not offer locker delivery services for Photobook Worldwide orders due to safety and logistical reasons.
However, depending on the courier, if you are not available at the time of delivery, your parcel may be redirected to a nearby collection point. In such cases, you will typically receive an SMS or notification with instructions (including a PIN or reference code, where applicable) to collect your package at your convenience.
Collection timelines and procedures may vary by courier, but parcels are usually held for a limited period before being returned or re-delivered.
If you need further assistance, please feel free to contact our Support team via Live Chat or email.
I cannot find any shipping options for my order?
If you are unable to see any shipping options at checkout, please ensure the following:
- You are using the correct version of the Photobook Designer Software for your selected country.
- Your project is created under the correct country website or app.
- The shipping address entered matches the country version you are ordering from.
Shipping options will only appear once the country settings and shipping address are correctly aligned. If the issue persists, please contact our Support team for further assistance.
I won't be in to receive my parcel. What do I do?
If you won’t be available to receive your parcel, you may arrange alternative delivery options with the courier.
You can request for the parcel to be redirected to a different address (subject to courier terms), left with a neighbour, or placed in a safe location where permitted. We recommend contacting the courier directly using your tracking details once your order has been shipped.
I cannot ship to a specific address. Why is that?
Certain restrictions prevent us from shipping the order to all hazardous country locations. We are restricted from shipping to your location due to government import/export requirements, manufacturer restrictions, warranty issues, or security concerns. Please reach out to our Customer Support team for further assistance.
List of Countries that are not serviceable:
• ASCENSION
• BOVET ISLAND
• BRITISH INDIAN OCEAN TERRITORY
• FRENCH SOUTHERN TERRITORIES
• HEARD & MCDONALD ISLANDS
• PITCAIRN ISLANDS
• SAINT PIERRE & MIQUELON
• TAJIKISTAN
• TRISTAN DA CUNHA
• US MINOR OUTLYING ISLANDS (Baker Is, Howland Is, Jarvis Is, Johnston Atoll, Kingman Reef, Midway Atoll, Palmyra Atoll, Wake Is)
• WESTERN SAHARA
• CRIMEA
• CUBA
• IRAN (ISLAMIC REPUBLIC OF)
• KOREA, THE D.P.R of (NORTH KOREA)
• SYRIA
• ISRAEL
• UKRAINE
• BELARUS
• RUSSIA
Shipping to Prisons
We recommend providing a residential or business address where the recipient can receive the order without delay.
Please note that we are unable to include special labels or instructions on the package, only the destination address and recipient’s contact details will appear on the shipping label.
Due to courier restrictions (including DHL policies), we are unable to deliver orders to prisons or send items to inmates.
Where do I find my tracking number after the product is shipped?
Once your product has been shipped, you will receive a confirmation email containing your tracking number.
Please allow up to 24 hours for the tracking information to be updated on the courier’s website after you receive the email.
Do I need to present my ID when signing for my parcel?
You may be required to present a valid ID when signing for your parcel, depending on the courier’s policy.
For Express delivery, a signature is typically required upon delivery, as this is a door-to-door service with tracking included.
Why does my shipment shows ‘Returned To Shipper’?
Your shipment is marked as “Returned to Shipper” because the delivery could not be completed and the parcel has been sent back to our facility.
This usually happens after the maximum failed delivery attempts (for example, if the address was incorrect, incomplete, or there was no one available to receive the parcel).
Once the item is returned, our Customer Experience team will contact you to confirm your correct delivery details and arrange for reshipment. You may also reach out to our Support team via Live Chat or email to expedite the process.
I have only received part of my order. What do I do?
In some cases, your order may be shipped in multiple deliveries to ensure you receive your items as quickly as possible.
Please check your email for a separate shipping confirmation for the remaining items, as they may be dispatched at different times.
If you have not received any further updates, feel free to contact our Support team with your order details, and we’ll be happy to assist you.
Would there be additional documentations needed to ship to India?
Yes. Shipments to India would require additional KYC (Know Your Customer) documentation for customs clearance.
All parcels sent to or received in India must go through customs, and recipients are required to provide government-issued identity and address proof. This is used by customs authorities to help prevent fraud and ensure secure import processing.
You will typically need to upload the required KYC documents directly to the courier (e.g., DHL), where they will be stored for verification and future reference.
Please note that customs requirements are set by local authorities, and we are unable to control or override these procedures. We appreciate your cooperation to help ensure your shipment is released as quickly as possible.
For more information, you may refer to DHL’s official KYC resources or the list of accepted documents provided by DHL: https://kyc.express.india.dhl.com/list-of-valid-kyc-documents
Would there be additional documentations needed to ship to Taiwan?
Yes. Shipments to Taiwan may require real-name authentication for customs clearance.
All imported parcels must be linked to the recipient’s verified identity and complete contact information. Without this, customs will not be able to process or release the shipment.
Recipients are required to complete real-name verification using the EzyWay App for shipments delivered via SF Express or other applicable couriers.
Please note that these requirements are set by Taiwan customs authorities, and we are unable to control or bypass them. We appreciate your cooperation to ensure smooth and timely delivery of your order.
Will my shipment to China incur additional customs fees?
Shipments to China may be subject to customs duties, taxes, or additional clearance fees upon arrival.
These charges are determined by Chinese customs authorities and are not included in the original shipping fee. If applicable, they must be paid directly to the courier (e.g., DHL) before your shipment can be delivered.
Some shipments may also require additional review or handling by customs, which could affect delivery time. If you have any questions or need assistance regarding customs charges, our Support team will be happy to help guide you through the process.
Can I order accessories after an order has been placed?
Yes, you can place a separate order for accessories after your original order has been submitted.
Please note that additional shipping charges will apply which will be based on a small-size Softcover book rate.
If you need any further assistance or clarification, feel free to contact our Support team, and we’ll be happy to help.
Do you ship to APO address?
No, we are unable to ship to APO or FPO addresses.
Our courier partners are not able to deliver to restricted military mailbox locations. Please ensure you provide a valid street address where the parcel can be safely delivered.
I am tracking my shipment online and saw address information needed and to contact DHL?
This message usually appears when DHL requires additional or clearer information before they can continue processing your delivery. It may indicate that the address provided is incomplete or needs verification.
We recommend contacting our Customer Support team as soon as possible so we can review your shipment details and assist in providing the necessary information to DHL.
You may also reach out to DHL directly using your tracking number for clarification if needed.
Can I put the shipping details in other languages?
We only accept shipping details entered using Roman characters (A–Z) and numbers (0-9).
Each address line is limited to a maximum of 30 characters, including spaces. Please ensure your shipping information is entered clearly and correctly in this format to avoid any delivery issues.