Frequently Asked Questions

Photo Centre

FAQ for Photo Centre

General enquiries
Payment Information
Account Details
Order Information
Delivery Information
Technical help
Digital Prints
Photobooks
Canvas Prints
Calendars
Photo-Gifting

General enquiries

How can I contact you?

If you have a query regarding WiggleTime PhotoCentre please visit the Contact us page.

How much does it cost to create an account?

It's free to create an account.

Payment Information

How do I pay for my order?

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.

What are the Credit Card types accepted on the site?

The credit cards accepted on the site include Visa Card & Mastercard. We do not accept American Express.

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.

I am having difficulty paying for my order?

As all payments to us are collected through PayPal, if you are experiencing difficulties making payment for your order you will need to contact the PayPal Helpdesk on 1800 073 263.

My refund seems to be taking a long time to reach my bank account. Why the delay?

If you have received a refund confirmation email 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 email from PayPal, please contact Customer Support. Your refund will be returned to the same credit card or account from which it was originally debited.

Account Details

I'm trying to use my WiggleTime account to access the WiggleTime PhotoCentre but it says my password/email is invalid?

The WiggleTime PhotoCentre requires a different username and password then your WiggleTime account. You will need to register as a new user if you do not have a WiggleTime PhotoCentre account.

How do I create an account?

Click on the "Sign In" button at the top of the home page, which will open a new window. If a new window does not open, you may need to turn off any pop-up blockers that may be active in your internet browser.
Click on the "Register for free" button.
Enter the required information, and click on the "Submit" button.

I have forgotten my password

If you have forgotten your password, please click on the "Forgot my password" link on the Sign In page. 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.

I would like to make a change to my account details

Click "Sign In" and enter your email address and password.
Once logged in, click the "My Account" button at the top of the page.
Change your account details as required, and then click "Apply"

Order Information

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.

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.

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. Once your order has been placed, it is unfortunately not possible to make any changes to your order.

I am not happy with the quality of my products, how do I return them?

Please contact Customer Support.

I have not received a confirmation email from WiggleTime Photo Centre 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 WiggleTime PhotoCentre for your order, please check the spam folder of your email program. If your WiggleTime PhotoCentre confirmation email is not there, please contact Customer Support to confirm that your order has been received.

Delivery Information

How can I check the status of what I have ordered online?

You can now check the status of your order and view you order history by:

Click "Sign In" and enter your email address and password.
Once logged in, click the "My Orders" button at the top of the page.
The current status of your most recent orders will be displayed.

A description of each status can be seen below:

In Progress - Your order has been received by our system and the printing lab is processing the information.
In Production - The printing lab has received your order and is currently printing and producing your items.
Shipped - Your order has been packaged and posted from the printing lab. Please allow 5-7 days from this date for your order to arrive in the post or be ready to be picked up in-store.

My Order Status is 'Shipped' but I have still not received my order

Your order status will display as 'Shipped' once your order has been despatched from the lab. The date the order is shipped will be shown in the 'Status Date' field in the My Orders section of the website.
Your order will be delivered via Australia Post and normal postage times will apply.

How long does it take to process my order?

Your order will be printed and despatched from the lab within approximately 10 days of the order being placed. This lead time may vary during peak periods.

I have chosen Home Delivery but my order has not arrived

If your Home Delivery order has been shipped and has not yet arrived, please contact your local Post Office to enquire if your order is being held for collection. If they do not have your order, please contact Customer Support.

Can I change the shipping address, pick up location or contact phone number after my order has been placed?

Once an order has been finalised and submitted for processing, it is unfortunately not possible to make any changes to your order, including the delivery address and contact phone number.

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 send via Express Post.

What are the delivery costs?

The delivery costs can be found by logging into your account and clicking the "Postage turnaround time and pricing" link found at the bottom of the Main Menu.

Technical help

How do I upload my photos?

Sign into the website using your email address and password.
If a message appears at the top of your browser that states: "The website wants to install the following add-on:" click on the message and select "Install ActiveX Control"
Follow the instructions given to install the software. You may need to log back in to your account.
Click on the My Photos button
Select an Album to upload your photos into. If you do not have an album, you will need to create one
Click the "Upload Pictures" button
Select an Image Quality option, and click OK.
You will then be able to select the location on your computer from which to upload your photos. ie. My Pictures.
Select the images that you would like to upload, and click the "upload" button. Your photos will now be uploaded to your album.

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 and Web pages. Typically these items are stored in the Temporary Internet Files folder. All those files stored in your cache take up space, resulting in your computer more time to display a Web page.

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.

In order to 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).

You can clear all of your temporary internet files by following the instructions below:

Internet Explorer
1. Once your browser is open, click the Tools menu and select Internet Options.
2. Make sure the General tab is selected.
3. Under "Browsing History" click "Delete"
4. In the new window, click "Delete Files" in the Temporary Internet Files section, and then "Yes"

Firefox 1.5 / 2.0 / 3.0
1. Once your browser is open, click the Tools menu and select Clear Private Data
2. Remove checks from everything except cache. Leave cache checked.
3. Click Clear Private Data Now

Do my photos get resized automatically during upload?

There are 3 different upload options available.
Small - Suited for small gifting items.
Medium - Suited for regular prints and some enlargements'.
Large - Suited for large prints and canvas.
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.

What format do my photos need to be to upload?

The system only accepts files in JPEG format. Other file formats will not be able to be uploaded to the website.

I am doing my own colour correction. Which colour space profile should I use?

If you are performing your own colour correction using an external image editing software package, we recommend that you use an sRGB colour space profile.

I am unable to upload photos from my Mac

There are a number of reasons why you may not be able to upload your photos using 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 are unable to see an "Upload" button, this may be an issue with your screen resolution. To resolve this problem:

1. Click on the Apple menu in the top left hand corner of the screen.
2. Select System Preferences -> Displays
3. 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:

1. Once your browser is open, click the Tools menu and select Clear Private Data
2. Remove checks from everything except cache. Leave cache checked.
3. Click Clear Private Data Now

Digital Prints

How do I order digital prints?

From the Main Menu, click on the "Digital Prints" button.
Select the album that your photos have been uploaded to, and click ok.
Select the photos that you would like to order, and click Next.
Using the Quick Size Selection drop down menu on the right of the screen, select the size and finish of the prints that you would like to order.
Select the prints you would like to order by clicking on them, or clicking the "Select All" button.
Select the quantity you would like of each print.
When finished, click "Next"
Click on the "Shopping Cart" button, and then "Check Out" to finalise your order.

How do I preview images to ensure that my photos are not cropped?

Depending on the size of your original image and the paper size that you select for your prints, some amount of cropping may occur to your photos. To ensure that this cropping does not result an important part of your photo being removed, we recommend that you preview each image before proceeding with your order. To preview your photo:

Choose the photos that you would like to order, and select the paper type using the Quick Size Selection drop down menu.
Select a photo to preview by clicking on it once. Your photo will be highlighted.
Click on the Preview button.
Your photo will be displayed and any cropping that will occur will be shown with dark grey shading.
If you would like to adjust the area of the photo that will be cropped, close the preview window, click on Edit, and then Crop.

How do I crop my photos?

It is possible to crop photos that you have uploaded at the time of placing your order by following the instructions given below. Please note that the following instructions will not effect the original image that you have uploaded to your account, and your changes will only apply to your current digital print order.

When creating your digital print order, select one photo you would like to crop, by clicking on it once. Your photo will be highlighted.
Click the "Edit" button
Select the "Crop" tool
Drag the circle on the corner of the print area (or the edges of the highlighted area) to adjust the size of the print area. You can also click and drag on the print area to reposition the area to be printed.
Click "Apply" when done, and then "Save".

Can I put white borders on photos?

Unfortunately, it is not possible to have white borders around your prints when using the online service.

Can I add text to my photos?

Unfortunately, it is not possible to add text to your photos after they have been uploaded to the website. If you would like to add text to your photos, you will need to do this using an external image editing software package (such as PhotoShop) before uploading your photos to the website.

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 image that you have used for your photo are of a low resolution, which may give poor results when printed. We strongly suggest that you do not proceed with your order if these warnings appear. To continue with your order, either select a smaller sized print or try uploading a larger size image.

Photobooks

I need assistance creating my photobook order

Please refer to the following information for assistance creating your personalised photobook project.

Can I change the style of photobook once I have started my project?

Once you have started a project you cannot change the style of your photobook. If you go back to the start of your project to change the size or style, 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.

Can I order the photobook I have created in different sizes once I have completed my project?

It is unfortunately not possible to recreate a project you have already saved in a different size or style. If you would like to change the size of your photobook, you will need to create a new project.

I would like to arrange my photos to be placed in my photobook in a certain order. Is that possible?

Yes. When creating your photobook, you will have the choice to have your photos automatically positioned in the photobook project or to create your own layout. If you would like to position your photos yourself, select the "I want to layout my pictures myself" option when prompted.

Can I upload and add more photos to my photobook after starting my project?

Once your project is underway, you can click the "Add" button and follow the prompts to upload and add more images to be used in your project.

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 image that you have used for your photo are of a low resolution, which may give poor results when printed. We strongly suggest that you do not proceed with your order if these warnings appear. To continue with your order, either reduce the size of the image until the warning disappears or try uploading a larger size image.

How do I add more pages to my photobook?

In order to add extra pages into a photobook project, please follow the instructions given below:

Open your photobook project
Click on the "Arrange Pages" button at the bottom of the screen.
Select the page after the page you would like to add by clicking on it once.
Click the "Insert" button.
Please note: it is not possible to add extra pages to an 8x8" Soft cover photobook. These personalised photobooks must have 20 pages in total.

How do I add text to my photobook?

Open your photobook project at the page you would like to add text to
Click on the Text tool in the toolbar on the left of the work area. "Add Text" will appear on the page, surrounded by a blue border.
Click on the Text tab on the left hand toolbar, and insert your text in the text box provided
You can also change the font style, colour and alignment as required.
You are able to change the size of the text by clicking and dragging the corner of the text box, or by using the Zoom tool on the Position tab.
If you decide that you do not want to keep the text on your page, select the text by clicking on it once, then click the Delete button.

How do I add borders to my photos in my photobook project?

In order to add borders to the photos your photobook project, please follow the instructions given below:

Open your photobook project
Click on the "Borders" button from the menu at the top of the work area.
Borders are grouped by category. Select a category of borders from the drop-down menu.
Select the border you would like to use, then click and drag the border onto the correct photo in your photobook project.
In the Border Options window, select which photos you would like to apply the border to, then click OK.

Note: If you would like to remove a border from your project, select and drag the "no border" thumbnail onto your image in the work area as above.

How do I change the background in my photobook project?

In order to change the background of your photobook project, please follow the instructions given below:

Open your photobook project
Click on the "Backgrounds" button from the menu at the top of the work area.
Backgrounds are grouped by category. Select a category of background from the drop-down menu.
Select the background you would like to use, then click and drag the background onto the correct page in your photobook project.
In the Background Options window, select which pages you would like to apply the background to, then click OK.

How do I add embellishments to my photobook project?

In order to add embellishments to your photobook project, please follow the instructions given below:

Open your photobook project
Click on the "Embellishments" button from the menu at the top of the work area.
Embellishments are grouped by category. Select a category of embellishments from the drop-down menu.
Select the embellishment you would like to use, then click and drag it into the correct page of your photobook project.
The embellishment can be resized by clicking and dragging the corner of the image or by using the Zoom tool in the tool bar on the left hand side of the work area. It can also be rotated by using the Rotate tool.

I am ordering a 5x7" or a 8x11" photobook. Will the dotted line on the first page appear in my finished photobook?

5x7" photobooks and some 8x11" photobooks have a cut-out window in the cover of the photobook which allows you to see the image on the first page through the cover. The dotted line on the first page indicates the area that will bee able to be seen through the cover of the book. The line will not appear on your finished project, and acts as a guide only.

How do I create slightly different versions of the same photobook?

To create and save different versions of a photobook, complete your first item, save and name the project, and finalise your order which will place it in your Shopping Cart. From the Shopping Cart click 'Edit'. You must give this next project a different name to the first project and consequently save any changes to the new project. These named, saved projects should also appear in your photobook saved projects areas when you go back to the Main Menu. When you have made your amendments, complete your second book and then order both versions from the Shopping Cart.

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?

The project that is received by the lab will be exactly as the order was at the time that you placed your order. 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 include any changes made since you last pressed 'Save'. Your saved project will then appear the same as the project you have ordered.

I have accidentally deleted a project that I have already ordered. Can I order more copies?

If you have deleted your saved project from your account, you will unfortunately not be able to order more copies of this item. You will need to recreate the deleted project, perhaps using your initial order for visual reference.

Canvas Prints

I would like help creating my canvas print order

Please refer to the following information for assistance creating your canvas print project.

What is the red border around the canvas print work area?

The red border around the work area indicates the part of your image that will be wrapped around the side of the frame on your finished canvas print. The red border itself will not be printed on your canvas, and appears as a guide only.

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 image that you have used for your photo are of a low resolution, which may give poor results when printed. We strongly suggest that you do not proceed with your order if these warnings appear. To continue with your order, either reduce the size of the image until the warning disappears or try uploading a larger size image.

How do I order a rectangle canvas in portrait orientation instead of landscape?

When designing your canvas print the work area will always appear in landscape orientation. If you would like to order a portrait canvas print, you will need to rotate your image so that the canvas appears in the correct orientation. To do this:

Commence your canvas print as normal, by selecting the rectangle style, size, layout and then photos that you would like to use.
Drag the thumbnail of your photo from the preview window into the work area.
When prompted, select the "Collage: Let me manually layout the picture" option from the Picture Placement menu. Click OK.
Use the Rotate tool on the toolbar to the left of the screen to rotate your canvas 90 degrees.
Click and drag on the corners of your image to increase the size so that it fills the canvas work area.
If a red cross or yellow exclamation mark appears on your photo, we suggest that you do not proceed with your order.

Please note: The red border around the work area indicates the part of your image that will be wrapped around the side of the frame on your finished canvas print.

How do I add text to a canvas print?

Open your canvas print project
Click on the Text tool in the toolbar on the left of the work area. "Add Text" will appear in the work area, surrounded by a blue border.
Click on the Text tab on the left hand toolbar, and insert your text in the text box provided
You can also change the font style, colour and alignment as required.
You are able to change the size of the text by clicking and dragging the corner of the text box, or by using the Zoom tool on the Position tab.
If you decide that you do not want to keep the text in your project, select the text by clicking on it once, then click the Delete button.

How do I add borders to my photos on my canvas print project?

Borders can only be added to collage canvas prints, and can not be applied to single image projects. In order to add borders to the photos your canvas print project, please follow the instructions given below:

Open your canvas print project
Click on the "Borders" button from the menu at the top of the work area.
Borders are grouped by category. Select a category of borders from the drop-down menu.
Select the border you would like to use, then click and drag the border onto the correct photo on your canvas print project.

Note: If you would like to remove a border from your project, select and drag the "no border" thumbnail onto your image in the work area as above.

How do I change the background of my canvas print project?

In order to change the background of your canvas print project, please follow the instructions given below:

Open your canvas print project
Click on the "Backgrounds" button from the menu at the top of the work area.
Backgrounds are grouped by category. Select a category of background from the drop-down menu.
Select the background you would like to use, then click and drag the background into your project.

How do I add embellishments to my canvas print project?

In order to add embellishments to your canvas print project, please follow the instructions given below:

Open your canvas print project
Click on the "Embellishments" button from the menu at the top of the work area.
Embellishments are grouped by category. Select a category of embellishment from the drop-down menu.
Select the embellishment you would like to use, then click and drag it into your project.
The embellishment can be resized by clicking and dragging the corner of the image or by using the Zoom tool in the tool bar on the left hand side of the work area. It can also be rotated by using the Rotate tool.

Can I order canvas print that I have created in a different size once I have completed my project?

It is unfortunately not possible to recreate a project you have already saved in a different size. If you would like to change the size of your canvas print, you will need to create a new project.

Can I upload and add more photos to my canvas print after starting my project?

Once your project is underway, you can click the 'Add' button and follow the prompts to upload and add more images to be used in your project.

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?

Calendars

Can I change the start date of my calendar once I have started my project?

Once you have started a project you cannot change the start date of your calendar. If you go back to the start of your project to change the start date, 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.

Can I upload and add more photos to my calendar after starting my project?

Once your project is underway, you can click the 'Add' button and follow the prompts to upload and add more images to be used in your project.

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 image that you have used for your photo are of a low resolution, which may give poor results when printed. We strongly suggest that you do not proceed with your order if these warnings appear. To continue with your order, either reduce the size of the image until the warning disappears or try uploading a larger size image.

How do I create slightly different versions of the same calendar?

To create and save different versions of a calendar, complete your first item, save and name the project, and finalise your order which will place it in your Shopping Cart. From the Shopping Cart click 'Edit'. You must give this next project a different name to the first project and consequently save any changes to the new project. These named, saved projects should also appear in your calendar saved projects areas when you go back to the Main Menu. When you have made your amendments, complete your second book and then order both versions from the Shopping Cart.

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?

I have accidentally deleted a project that I have already ordered. Can I order more copies?

Photo-Gifting

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 work area and then position or edit it as required. What is visible in the work area 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.

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 image that you have used for your photo are of a low resolution, which may give poor results when printed. We strongly suggest that you do not proceed with your order if these warnings appear. To continue with your order, either reduce the size of the image until the warning disappears or try uploading a larger size image.

How do I add text to a photo-gifting item?

Create your photo-gifting item and add your photo as normal.
Click on the Text tool in the toolbar on the left of the work area. "Add Text" will appear in the work area, surrounded by a blue border.
Click on the Text tab on the left hand toolbar, and insert your text in the text box provided
You can also change the font style, colour and alignment as required.
You are able to change the size of the text by clicking and dragging the corner of the text box, or by using the Zoom tool on the Position tab.
If you decide that you do not want to keep the text in your project, select the text by clicking on it once, then click the Delete button.

Still need more help? Click Here

Welcome to Wiggle Time

Getting Around

Logging On

Promotion Codes

Subscription

The Playground

The Wiggles Concerts

Child Reports

Technical Questions

Photo Centre

Worth exploring

Frequently Asked Questions

Photo Centre

FAQ for Photo Centre