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FAQs

How many pages can my Photobook have?

Due to our binding process and readymade templates, each book must have a minimum of 20 pages (double sided). If a book has less than 20 pages, we will add blank pages until the page count minimum has been reached. This is done to retain the binding's integrity and strength. Currently our photo books can have a maximum of 100 pages.

What format should my photos be in?

Photos need to be in .jpg format. For best print quality, photos should be at least 4MB at 300 dpi. The maximum file size at this time is 10MB.

Where do I apply the coupon code?

The coupon code field lives on the cart page. Please click Coupon located below the shipping options on the right side of the cart page.

How do I change my book's background or apply new pages to my book?
You can change the available background at any time while working on your project without changing the content you have already created. To do so, please click on Background in your Book My Memories editor. A new window will appear, and you can select which background you'd like to change in your book to by clicking on the desired image.

Please note that following these steps will change the current background, but will not change any pages currently in your project.

To add pages to your project, You can always add backgrounds and stickers from any theme to use in your current project by clicking on the corresponding tab and browse button in the left side of the editor.

Why is my project not loading?

We are sorry for the difficulties you have experienced with our site. It may help if you close your project, clear your cache and try again. If you continue to experience difficulties, would you be able to try launching the Book My Memories website in another Internet browser? We recommend using Google Chrome or Mozilla Firefox.

I forgot my password and can't log in. How do I reset my password?

Please click "Forgot your password" to reset your password. You will get an email with instructions on how to reset your password and login.

How do I contact you?
We are available:
Monday - Saturday 8AM - 6PM PST
or
Email us at hello@bookmymemories.co

Technical Difficulties

What internet browser should I be using?
To have the ultimate Book My Memories experience, we recommend always having the most up-to-date browser. Our recommended browsers are Google Chrome, Mozilla Firefox, Apple Safari, and Microsoft Internet Explorer.

I can’t open the photobook editor through my phone, why?
In order to create your photobook using Book My Memories, you should always access our website on your Laptop or Desktop. The editor is not optimized for mobile browser.

Design Help

Are font sizes the same size on every product size?
Our font size is based on the dimensions of the product you are designing. For example, if you design a 10x10 book using a size 12 font, the text itself will print larger than if the same size text was placed in an 8x8 book.

I'm clicking on the Edit button but the Mixbook Editor will not launch.
The Book My Memories Editor opens in a new browser window. Please check to see if the Editor has launched in a browser window that has been minimized at the bottom of your monitor. Pop-up blockers may sometimes interfere with launching the Book My Memories Editor.

How do I add text to my book?

To add text to your project, first click the "Add Text" button at the upper left corner while editing your project. This will open a box to enter your text on the right side of your screen. Click on the text box and begin typing to add your text. Click ADD TEXT and a text box with your text will appear on the project page. You can also move, resize and rotate a text box using the surrounding tools.

The photos that I have uploaded in the current project, will they stay in my account indefinitely?

The photos uploaded for a particular project will be available in your account for 15 days. After this period, they will be deleted from our servers permanently.

Ordering & Payment

How do I know that my order went through?

Once your order has been placed a confirmation will be sent to the Email address registered to your Book My Memories account. You will also see a Thank You message after the purchase is completed.

What happens after I place my order?

After an order is placed, your project is generated into print files for processing and printing. You have 30 minutes from the time the order was submitted to make any last minute changes. After 30 minutes, your order will be sent to print. Once an order goes to print, no additional changes can be incorporated and the order cannot be cancelled.

Can I cancel my order after I have placed it?
After an order has been submitted you have a 60 minute window to cancel your order. If your order has not been sent to print, you may cancel for a full refund. To do so, please visit your Account scroll down, and click on the order number. If you are able to cancel you will see the option to cancel and refund. After the 30 minute window has passed we are no longer able to cancel or refund your order, due to the custom nature of our products.

Can I make edits to the items I already ordered?
We highly recommend reviewing your project very carefully before placing your order. After your order is submitted you have a 60 minute window to make edits. Any changes made after the 60 minute time frame, will not be included in the project. To view how much time is left to make edits, view your order details on your Account page.

Which credit cards or types of payment do you accept?

We accept Visa and Mastercard. We do not accept personal checks or cashier's checks.

Will I be charged sales tax?

We are required by state law to charge sales tax on products.

Is it safe to use my credit card online?

To keep you safe, all personal information you submit to Book My Memories in the checkout process is encrypted using Secure Socket Layer (SSL) protection. We do not store credit card information on our servers.

Will my project print with actual stickers or textured embellishments on the final print?

All of our embellishments and stickers are digitally printed on to your cards, books, and calendars. These are not actual sticky stickers or embellishments that can be removed from a page.

How long does it take for a Book My Memories product to be printed and sent?

It takes approximately 5-7 business days to process and print your order before it is shipped out to you. Shipping time depends on the shipping method selected. You can view estimated shipping times on our Shipping page.

Can I save my book to my home computer? Can I print my photo book out at home?

Due to the software we use, there is currently no way to save your book to your home computer or print it at home at this time.

What kind of paper do you print on and how are the books bound?

For our traditional photo books we use a silk, semi-gloss, 100 lb. paper that is both acid and lignin-free. We use Xerox Phaser 7800 for printing, which is also acid-free. Currently we print on a glossy or matte laminate cover which is adhered to a hard book case.

What kind of covers do you have? Do you have dust jackets?

We offer hardcover Photo books. Currently we do not offer Dust Jackets for our photo books.

Will my packing slip include pricing information?

Our packing slips do not include any pricing information. After your order is placed, a confirmation e-mail will be sent to your e-mail address. This email does include pricing information and serves as your receipt of purchase.

My Account

Can I change my password?
You can change your password on your Account page by clicking "Change Password." You can then type in your old password and new password.

How do I delete my account?
To remove your account, please email hello@bookmymemories.co. We will delete your account no questions asked.

Where can I see previous orders I've placed?

Go to your Book My Memories Account page and scroll down. You will see a complete history of all your orders! Please reach out if we can help you with anything else.


Shipping & Delivery

How do I check the status of my order?

We have two ways you can easily track your order.

  1. When your order ships, you will receive an email with a link to track your order. 
  2. Track your order on your Mixbook Account page. Scroll down to "My Orders" and click on any order number. You will be able to view the order's status and tracking information, if a trackable shipping method was selected.


Returns

What do I do about a printing error or damage to my order?
We apologize that you received an unsatisfactory order. Please contact us through email at hello@bookmymemories.co. To help us fix the issue, please have the exact details of what the error or damage is and which page it is located on.

Can I return a book if I don't want it?

If you are dissatisfied with your book, please email hello@bookmymemories.co and we'll work with you to make it right.

There is a spelling error in my product and I'd like to return it, how do I do this?

Unfortunately, we cannot accept returns on products with spelling errors. We ask our customers to carefully proofread all projects before submitting an order. We also offer a 60 minute grace-period from when the order is placed to make any adjustments necessary.

The photos in the photo book delivered look pixelated, why is that?

We recommend uploading a photo of at least 500kb to your projects. If a low-res photo is uploaded, you will see a warning in the picture box. If you do not change this picture, it will result in a pixelated image upon printing.