Frequently Asked Questions
The information below provides answers to questions you may have about Albums from the Heart. If you can't find the answer you're looking for, please don't hesitate to contact us at info@heartalbums.com. |
POLICIES
Is my album guaranteed?
Yes. If you are not satisfied, please call us to let us know why you were dissatisfied (any reason is acceptable) and to receive a Return Authorization Number (RAN). Please return the album within 60 days, along with the RAN and your name, address, phone number, email address, and album number (if available).
During Checkout, you can check an option specifying what you want us to do in the event we have questions about your album. We personally quality check your album to ensure consistent, attractive formatting and accurate and correct text.
Do you share any of my contact information?
No, our Privacy Policy ensures your information will be kept confidential and will not be shared with any other parties.
Can I order an album if I'm outside of the United States?
Unfortunately, we're not currently set up for shipping international orders (or for handling international characters in our text). Please let us know if you need us to ship outside the U.S., and we'll discuss our options.
|
 |
|
ALBUMS
What will my album look like?
Check out Album Details for all the information on: the album kit you'll receive, how the pages are arranged, the various album lengths available, how to select photos, and how to mount the photos once you receive your album.
How do I know what to say in my album?
Check out Message Tips and Tricks for details about: figuring out what to say, how to choose, modify, or create your own messages, and how to review and make changes to your selected messages.
|
MY ORDER
When will I receive my album?
Most orders ship within 3 business days. Due to seasonal/holiday demand, it may be as long as 2 weeks (we'll let you know if it will be longer than that). You can choose from available UPS shipping options during Checkout, depending on how quickly you need your album. If you specify a delivery option faster than UPS Ground, we'll assume you need it extra-quickly, and we will strive to ship your order on the next business day.
Is it safe to use my credit card?
Yes. Your transaction is processed by authorize.net and will be transferred using a Secure Socket Layer (SSL). The SSL encrypts the information into an indecipherable code before it is transmitted and processed immediately. We never see or keep your credit card information.
Will I be charged tax?
If we ship to you within the state of Colorado, we are required by law to add sales tax (2.9%). If we are shipping to an address within Boulder County, we add an additional 1.85% (4.75% total). There is no sales tax charged for destinations outside the state of Colorado.
|
TROUBLESHOOTING
The text in Preview Album doesn't look the way I'd like.
Unfortunately, the screen space available to show you a simulation of the text on your page is much smaller than the printed page will be. But we want the text to be large enough to be readable, so we're presenting a simulation compromising as best we can. Rest assured the text on your printed pages will be centered nicely inside the box.
I'm not seeing some of my pages in Preview Album - there is a red X box instead.
It's possible that occasionally we can't display a simulation of a particular page. If you check Review Album (on the left pane) and your messages are there, be assured they will print correctly on your final pages.
Sometimes I get a "Page Cannot be Displayed" page. Have I lost all my work?
No. This is a standard page that your browser and/or Internet Service Provider displays when they temporarily run out of resources. Simply click the browser's "Back" button to redisplay the last page and go from there. (This applies to all web sites you access.)
When is my work saved?
Your current album is saved when you Login to your account, or click Save for Later and then access/create a login. Your work is automatically saved from that point forward during your session. You have to re-login (and/or Save for Later) the next time you access heartalbums.com, or whenever you choose Start Over.
What if Retrieve doesn't work?
On some particular PCs, Retrieve doesn't always retrieve your album. If you reboot your PC, retrieve should work just fine.
|
