Frequently Asked Questions
| GENERAL
PAYMENT
ORDERING
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DELIVERY
TECHNICAL
| GENERAL
How can I contact you?
If you have a query regarding the site please email Customer Support via elab@teds.com.au or by completing the Online Feedback Form. You can also call Customer Support during normal business hours on 03 9602 3733.
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Where can I find a store near me?
Find a store near you with our Store Locator tool.
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How much does it cost to create an account?
It's free to create an account. For a full price list of the products we sell, including postage and handling changes, please refer to our Products listing and Delivery Information page.
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PAYMENT
How do I pay for my order? Is it secure?
Once you have added products to your shopping cart, complete the payment for your order via credit card or PayPal. Payment must be instant and orders will not be processed without prior payment. Our payment process is provided by PayPal Australia. The site is certified as a VeriSign Secure site, which encrypts data and transmits payment details over an SSL (Secure Socket Layer) connection. SSL is a security protocol with which data is transmitted over an encrypted connection. The SSL connection is established automatically.
To learn more about PayPal click here
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I am having difficulty paying for my order
As all payments to us are collected through PayPal, regardless of whether you have an account with them or not, you may need to contact the PayPal Helpdesk on 1800 073 263.
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Do I need to have a PayPal account? Can I just pay with my credit card?
You do not need to have an account with PayPal, you can pay with your credit card.
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My refund seems to be taking a long time to reach my bank account. Why the delay?
If you have received a refund confirmation from PayPal, we have processed the refund. You may need to contact your bank to check on the delay. If you are expecting a refund but have not received a refund confirmation from PayPal, please contact us. (Include link). Your refund will be returned to the same credit card or account from which it was originally debited.
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ORDERING
I have forgotten my password, how do I retrieve it?
If you have forgotten your password, please click on the “Forgot my password” link on the Sign In page of the Ted’s Photo Loungewebsite.
Enter your email address, and you will be sent a confirmation email with your new password information. If you do not receive an email, check your spam or junk mail folders.
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How can I check the status of what I have ordered online?
At this time we are unable to provide that information online. Please contact Customer Support.
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I have items in my shopping cart that I am not ready to order. How can I make sure that I don’t order them?
Change the quantity of any item in your shopping cart that you do not wish to order at the present time to zero by using the arrows.
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How long does it take to process my order?
Please allow approximately 10 working days for delivery of your order. This is to allow time for the processing, production, and delivery of your order.
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Are the photos I order online printed at my local store?
No. Your photographs are printed at an external printing lab and shipped to your local store.
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Can I cancel and receive a refund for my order?
Once your order is submitted, it uploads directly into an automated processing system. Unfortunately, the system is unable to be altered, so we cannot cancel and refund your order.
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Can my order be prioritised or sent by Express Post if I pay extra?
We are unable to prioritise orders that have been submitted, and the lab will process jobs in the order that they are received. Due to the large volume of orders processed, the lab is unable to single out an order to place it in Express Post.
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Can I change the shipping address, pick up location or contact phone number after my order has been placed?
Unfortunately, the system is unable to be altered, so we are unable to change your order.
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I have placed my order and realised I have made a mistake and would like to make a change. How can I do that?
Once your order is submitted, it uploads directly into an automated processing system. Unfortunately, this system is unable to be altered, so we are unable to change your order.
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I have not received a confirmation email from Ted’s Photo Lounge once my order was placed, but I have received an email from PayPal. Will my order be processed?
If you do not receive a confirmation email from Ted’s Photo Lounge for your order, please check your spam folder and if it is not there, please contact Customer Support to enquire if your order has been received.
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DELIVERY
I have not yet received a call from my local Ted’s Camera Store to say my order is ready to be collected. How do I chase it up?
If 10 working days have passed and you have not received a call from your local Ted’s Camera Store, you can call and speak to the Ted’s Camera Store support staff on 03 9602 3733. Provide your last name, order number and store name collection was arranged for. We will check if your online order is in store. In some cases they may have tried to reach you already but been unable to leave a message.
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I have chosen Home Delivery but my order has not arrived, what should I do?
If your Home Delivery order has not arrived after 10 working days, please contact your local post office to enquire if they are holding your package. If they do not have your order, please contact Customer Support.
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I am not happy with the quality of my products, how do I return them?
Please contact Customer Support.
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What are the delivery costs?
See Delivery Information page for detail.
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TECHNICAL
Why and How do I clear my browser cache?
Often referred to as the cache, the Temporary Internet Files folder contains a kind of travel record of the items you have seen, heard, or downloaded from the Web, including images, sounds and Web pages. Typically these items are stored in the Temporary Internet Files folder. All those files stored in your cache take up space and usually takes your computer more time to display a Web page, so from time to time, you may need to clear out the files stored in your cache to free up some space on your computer. This is called clearing the cache.
To clear your cache:
Alternatively, clear your cache for just the current page you're visiting. Press and hold [Ctrl] on your keyboard, then Press [F5] or click on the Refresh button (square button on the toolbar with opposite-facing arrows).
Internet Explorer
- Once your browser is open, click the Tools menu and select Internet Options.
- Make sure the General tab is selected.
- Under "Browsing History" click "Delete"
- In the new window, click Delete Files in the Temporary Internet Files section
Firefox 1.5 / 2.0 / 3.0
- Once your browser is open, click the Tools menu and select Clear Private Data
- Remove checks from everything except cache. Leave cache checked.
- Click Clear Private Data Now
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Do my photos get resized automatically during upload?
There are 3 different upload options available.
- Small – Suited for sizes up to 10” in height or width, including small gift items
- Medium – Suited for sizes up to 17” in height or width, including medium gift items
- Large – Suited for sizes up to 28” in height or width, including large gift items
The image will be resized based on your selection. By choosing a lower upload option, the upload speed will increase. You only need to use the upload size based on what you are planning on ordering. The quality of the image will not be increase by choosing a higher upload option.
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What format do my photos need to be to upload?
The system only accepts files in JPEG format.
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I am unable to upload photos from my Mac. Why is that?
There are a number of reasons why you cannot upload with a Mac OS computer.
- If you are using Safari as the internet browser, we suggest you try using Firefox as the browser instead
(free download available from here)
- If you do not have an “Upload” button, this may be an issue with your screen resolution. To resolve this problem:
- Click on the Apple menu in the top left hand corner of the screen.
- Select System Preferences -> Displays
- Under the heading "Resolutions" select a setting of 1024x768 or higher
- If the above does not resolve the issue, we suggest you clear your cookies and cache. When using Firefox, this can be done by:
- Opening Firefox, clicking on Tools, and selecting Options.
- Selecting the Privacy tab
- In the Private Data section of the Options screen, select Clear Now
- Put a tick next to Cookies and Cache, and click Clear Private Data Now.
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Can I change the type of PhotoBook or start date of my calendar once I have started my project?
Once you have started a project you cannot change the type of PhotoBook or starting month of the calendar. If you go back without saving you will lose the progress of your project. Please save the project you were working on and start again, using a new project. You can use your original saved project as a visual reference for recreating it.
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Can I order the PhotoBook I have created in different sizes once I have completed my project?
The software does not allow for recreating a project you have already saved, in different sizes. You will have to create the new size from scratch.
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I would like to arrange my photos to be placed in my PhotoBook in a certain order. Is that possible?
Yes. To arrange your photos in a certain order to be placed in your PhotoBook, upload your images into a folder and select that folder for your project. Next, individually select (or drag and drop) each image down to the horizontal ‘toolbar’ below in the order that you would like them to appear in the book, from left to right. You can rearrange the photos once they are in that horizontal ‘toolbar’ by dragging and dropping, before hitting ‘Next’.
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Can I add more photos to my PhotoBook/calendar that I have not uploaded yet but I have already started my project?
Once your project is underway, you can click the square ‘Add’ button and follow the prompts to upload and add more images to your project.
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How do I create slightly different versions of the same PhotoBook/calendar?
To create and save different versions of a calendar or PhotoBook, complete your first project, save it and give it a name and place in the Shopping Cart. From the Shopping Cart click ‘Edit’. You must give this next project a different name and consequently save any changes to the new project. These named, saved projects should also appear in your PhotoBooks/Calendar saved projects areas when you go back to the Main Menu.
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I cannot see the finished gift on the screen, have I done it right?
With photo gifts, you are required to drag your image into the template and then move it around or edit it as required. What is visible will be printed on the item you have chosen. The image shown to the right of your project is only a guide of how your finished product will look.
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A yellow exclamation mark (!) or a red cross (X) appears on my photo on the screen. Why is that?
The yellow exclamation mark and red cross are warnings that the photo used for your finished product are low resolution and your product may be pixelated and not appear as expected. We suggest you reduce the size of your chosen image until the warning goes away or try uploading a larger size image.
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I have gone back into my saved project that I have ordered and it looks different to what I had ordered. Will the item be printed with my final changes?
When you have completed a project we strongly suggest you SAVE your project before clicking Next to send it to the shopping cart to be ordered. This way, your saved project will encompass any changes made since you last pressed ‘Save’. You can then look back at what you have ordered.
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I have accidentally deleted a project that I have already ordered. Can I order more copies?
Unfortunately as our system is automated and we must take payment before processing any orders, we are unable to reprint any projects we have previously processed unless you place your order again using a project in your account. You will need to recreate the deleted project, perhaps using your initial order for visual reference.
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Can I put borders on photos?
Unfortunately, the online service does not offer borders around prints.
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