unYOUsual

Editor

Q: What are the requirements for uploading my own photo?

A: The file format of the photo must be jpg or JPEG and the dimension at least 1500x1100 pixel.

Q: What is the “Google Chrome Frame” Plug-in?

A: Google Chrome Frame is a free plug-in for Internet Explorer. Some advanced web apps use Google Chrome Frame to provide you with additional features and better performance.

Q: Where can I download the “Google Chrome Frame” Plug-in?

A: Our website will automatically detect if your browser do not support our powerful WYSIWYG editor. If this is the case it will pop-up with a notice which let’s you download and install the plug-in right away. The plug-in can be downloaded manually at: www.google.com/chromeframe

Q: Why is the Editor not working when I am using Microsoft Internet Explorer?

A: Our website is requesting a free plug-in called Google Chrome Frame, which is available for Internet Explorer 6, 7, 8 and 9 on Windows 7 / Vista / XP SP2 or greater. Once you visit the first time our editor the browser will prompt you that the plug-in is missing and let’s you download and install it right away. The plug-in can be downloaded manually at: www.google.com/chromeframe

Q: What is the Print Area?

A: The printable area marks the space of the case, which is not visible at the WYSIWYG editor, as you can see only the backside of it.

Q: How can I add text to my design?

A: Press the button 1 or 2 to open a text box where you can enter your message.

Q: Why the font is not changing to Bold or Italic?

A: Some of the font do not support bold or italic.

Q: How can I rotate the text?

A: Press the button 1 or 2 to select the desired text. The selected text will be indicated by a dotted line around the word(s). Put your cursor over the small red circle close to dotted line until you see a small icon, which shows two arrows. Press and hold the left mouse button at the red circle and start turning the text by circling the mouse. Once you like the position, just release the mouse button.

Q: What can I do, when I always move my photo/artwork instead of the text?

A: Press the button 1 or 2 to select the desired text. The selected text will be indicated by a dotted line around the word(s). Press and hold the left mouse button inside that area and start moving the text by moving the mouse. Once you like the position, just release the mouse button.

Q: How can I delete texts from my design?

A: Press the button 1 or 2 to select the desired text and press delete.

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Orders and Shipping

Q: How do I pay my order?

A: We accept payment by PayPal and PayDollar (AliPay and UnionPay).

Q: When will my order be shipped?

A: Normally we ship within 5 business days.

Q: How much does the shipping cost?

A: We offer a FREE DELIVERY via Hongkong Post, which takes around 6-19 business days. A shipment via TNT Express requires additional charges, which will be calculated during the check out process.

Q: Do you ship internationally?

A: Yes, we do ship to all countries mentioned below. If your country is not included, contact our Customer Service.

Q: Do you ship to P.O. Boxes?

A: No, we don't.

Q: How do I track my TNT shipment?

A: After your order has been shipped, we'll send you a confirmation, which includes the official TNT tracking number, so that you can trace your package at the website of TNT.

Q: Where can I find my order number?

A: After your purchase, we'll send you an acknowledgment of order by email, which contains the order number.

Q: What can I do, if I lost my order number?

A: If you’re a unYOUsual member you can log in to your account and check your order history. If you placed your order as a guest, you can find your order number at the order or shipping confirmation email. In case you really can’t find it, we recommend you to contact our Customer Service.

Q: What can I do if I didn't receive any order confirmation?

A: First check your email client's junk mail to see if it's in the junk mailbox / folder, or if your companies spam filtering blocked e-mail from us. If so, add our e-mail address to your contacts or safe sender list, please wait 24 hours after you have placed your order before contacting our Customer Service.

Q: What should I do when my order didn't arrived within the proposed period of time?

A: You should contact our Customer Service, if we shipped your product via Hongkong Post. If you choose to ship your parcel via TNT, follow up with TNT by using your tracking number. If you still need help or have questions, don’t hesitate to send our Customer Service a message.

Q: Can I check my order history?

A: Yes, you can at your personal account page if you signed up before.

Q: Do you have a Corporate Program?

A: Yes, we do have and you find more information about our Corporate Program at the dedicated web site.

Q: Do you offer volume discounts?

A: We offer our corporate accounts a tailor-made discount program, which provides attractive discounts for both large-ticket, single purchases as well as aggregated, on-going, smaller purchases. For more information visit our Corporate Program and fill up the form. Our Customer Service will contact you within 24 hours.

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Return Policy

Q: What can I do, when I am not satisfied with my purchase?

A: If you are unsatisfied with your purchase, please contact our Customer Service within 14 days from the date of your order receipt and provide us with a reason(s) why you are not satisfied with your purchase. We may accept your return at its absolute discretion and provide a replacement with the exact same image on the same product. We shall provide a return authorization number to you by email after the acceptance of your return. Please return your unsatisfied product with the return authorization number and we shall mail you the replacement after receipt of the unsatisfied product. You shall be liable for all shipment fees including but not limited to all related taxes, duties and levies in respect of the return of the unsatisfied product and the replacement. We shall not accept any return of unsatisfied product(s) without the return authorization number and shall reject it without bearing any liabilities.

We don’t accept any refunds and don’t accept any returns after 14 days from the date of your order receipt. We don’t accept any returns based on the following reasons: if you want a different image; or if you want a different product.

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Website

Q: How to customize a product?

A: Visit our powerful editor to customize a product with your own photo or choose an image from our large artwork library.

Q: Do I need to sign up to purchase?

A: You don’t need. Our customers can purchase without having an unYOUsual account.

Q: What is the benefit of having an unYOUsual account?

A: You have an overview of all orders and favorite artworks at your personal account page. Since you billing address will be stored, you don’t need to enter it if you make a purchase.

Q: How do I update my account information?

A: You can update your information at your personal account page. Click on your name at the top of the web site, when you’re signed in. Don’t forget to press “save changes” before leaving. If you don’t see your name make sure you’re logged in.

Q: I forgot my password. What should I do?

A: Press "Forgot password?" at the log in screen.

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