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Home > Help / FAQ
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General FAQ
How do I set up an account for this site?
To set up an account, click My Account at the top of any page. Under New Customers click Create Account. Enter the required information into the registration form and click Submit.
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How do I sign in to my account?
To sign in to your customer account, click My Account at the top of any page. Under Returning Customers enter your email and password and click Log in to my account.
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How do I sign out of my account?
To sign out of your customer account, click My Account at the top of any page. On the right hand side near the top of the page click Logout.
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What if I forgot my password?
On the "My Account" page under Forgot Your Password, enter your email address. Then click Send me my password. Your password will be sent to the email that was entered.
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How do I update my account contact information?
To update your contact information, you must first sign in. On the "My Account" page, to the right of your Billing and Shipping Information, click Update Address. This page will allow you to update all of your account information. Make your changes and then click Update My Information.
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How do I change my email address and/or password?
To change your email and/or password, you must first sign in. On the "My Account" page, to the right of your Billing and Shipping Information, click Update Address. This page will allow you to update all of your account information. Make your changes and then click Update My Information.
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Can I view my previous orders placed on this site?
To view your order history, you must first sign in through the My Account page. Once on the "My Account" page, under Track your recent orders, you can view the previous orders you have placed. Click View Details next to the order you wish to review.
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Why should I create an account for this site?
Creating an account allows us to provide you with a quicker, easier shopping experience. The benefits of setting up an account include:
- Your own personal Member Profile page
- Store you billing and shipping information for faster, easier checkouts
- View your previous orders
- Easily process returns through our Return Merchandise Authorization (RMA) system
- Create an address book to easily ship gifts to friends and family
- Contact us through our Customer Relationship Manager (CRM) system with comments, questions, or concerns
- Create a Gift Registry
- Create your own personal Wish List
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Placing an Order
Do I have to create an account or sign in to my account to place an order?
You are not required to create an account before placing an order. You can browse our store and purchase items without registering. Once you have added a product to your cart and clicked Proceed to Checkout, you will be asked for your billing and shipping information along with a password under the Create New Account section. This will automatically create an account for you using the information entered on the checkout page.
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Can I provide special instructions to my order?
You can include special instructions for orders during checkout. On the "Checkout" page near the bottom, under Comments, please provide us with any comments, special instructions, or additional information that may help complete your order. We will receive these instructions along with the order.
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Do I have to pay sales tax?
A sales tax will only be assessed on packages being shipped to the State of Kentucky as required by law. Kentucky sales tax is 6%. Shipments to addresses outside of Kentucky will not be charged sales tax.
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Why am I being sent to the PayPal site?
Unique Surroundings uses PayPal Merchant Services to process credit card payments. PayPal protects your credit card information with industry-leading security and fraud prevention systems. When processing through the PayPal site, your financial information is never shared with anyone, including us.
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Do I need a PayPal Account to make a purchase?
No, you do not need a PayPal account to make a purchase. If you do not have a PayPal account, simply click Continue, under Don't have a PayPal account?, to continue the checkout process.
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Is PayPal safe to use?
PayPal protects your credit card information with industry-leading security and fraud prevention systems. When processing through the PayPal site, your financial information is never shared with anyone, including us.
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How to complete your payment through the PayPal site.
When you click the Checkout button at the bottom of the "Checkout" page, you will be sent to the PayPal site to enter your payment information and complete your purchase.
If you do not have a PayPal account or do not wish to sign in to your PayPal account, simply click Continue, under Don't have a PayPal account?, to continue the checkout process. Enter your payment information and click Review Order and Continue. After reviewing your order and payment information, click Pay Now to complete payment of your order.
If do you have a PayPal account, you may sign in and use PayPal account as you normally would when making a purchase. Click Pay Now to complete payment of your order.
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Shipping
How much does shipping cost?
Shipping charges are calculated using up-to-the-minute rates based on the delivery options you choose and the weight, size, and destination of the package.
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What are my shipping options?
Orders can be shipped via USPS or UPS Ground. (Delivery times are from time of shipping.)
Delivery Times:
USPS Priority Mail - 2-3 Business Days, For more information, click here.
USPS Express Mail - 1-2 Business Days, For more information, click here.
UPS Ground - 1-5 Business Days, For more information, click here.
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Do you ship outside the U.S.?
At this time, Unique Surroundings ships merchandise only to locations within United States.
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Has my order shipped yet?
When your order is shipped, you will receive an email notification. This email will include the date your order was shipped.
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How can I track my order?
When your order is shipped, you will receive an email notification. Included in the email will be the tracking number for your order. Depending on which shipping method you selected, you can track your order using this number on either the USPS or UPS sites.
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Returns & Exchanges
What is your return policy?
We only ship the best quality products and try our best to make sure product pictures and descriptions are as accurate as possible. We want our customers to be100% satisfied. But, if for any reason, you are not completely satisfied with your purchase, we are more than happy to replace your item, exchange it, or refund the purchase price within 30 days of purchase. There are NO restocking or handling fees.
We carefully inspect your order prior to shipment. Upon receipt, please inspect your purchase and notify us of any damage within 5 days. Damaged items are the responsibility of the shipping carrier and claims for damage must be filed with them. If you require assistance with this process, please contact our Customer Care Team at (502) 297-4052.
Unless the return is a result of our error:
- We cannot accept returns on photo, custom, or personalized items.
- Your refund will be for the purchase price less shipping fees.
- You are responsible for the cost of return shipping.
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How do I return an item?
1. Log into your account by clicking My Account at the top of the page.
2. In the Track Your Recent Orders section, click View Details next to the order that contains the item(s) you would like to return.
3. Once on the "Order" page, click Add New RMA.
4. In the Order Items section, choose the number of items you would like to return from the Returned
drop-down box.
5. In the Order Return Options section, please select a Reason and Method for the return or exchange.
6. Finally, if you would like to add comments, you may do so in the My Comments section.
7. Once done, click Save RMA to send your request to us.
You will receive a RMA #, but please do not ship your item(s) until you receive an authorization email from us. This email will include important instructions about shipping your item(s).
If you have not set up an account with us, please call our Customer Care Team at (502) 297-4052 to acquire a Return Merchandise Authorization # and receive instructions on how to ship your item(s).
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Payment Options
Is it safe to use my credit card for purchases?
Definitely! Unique Surroundings uses PayPal Merchant Services to process credit card payments. PayPal protects your credit card information with industry-leading security and fraud prevention systems. When processing through the PayPal site, your financial information is never shared with anyone, including us.
For more details on this important topic, please see our security statement on the Terms & Conditions page.
If still have concerns about ordering electronically, you can place your order by phone at (502) 297-4052,
Monday - Friday 10 a.m. to 6 p.m. EST.
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What credit cards do you accept?
We accept Visa, MasterCard, Discover, and American Express.
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Besides credit cards, what other payment methods do you accept?
We also accept payments from PayPal accounts.
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What is PayPal?
To learn about PayPal, click here.
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Submitting Photos
What are your image requirements?
- File types: JPEG only
- Submit the highest resolution file possible, up to a maximum of 10 MB
- To check quality, look for a 1-2 MB file size and pixels in the 1000s ( 3000 x 4000 pixels is generally good, 300 x 400 pixels is not good). Typically this can be determined by right clicking on the image file, then clicking Properties.
- If you are scanning a photo, set the DPI to at least 300 (set to 600, if possible). Be careful to NOT scan the entire scanner flatbed. Only scan your image.
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Scanning Tips?
1. Don't forget to set the DPI (Dots Per Inch). When a photo is scanned, the DPI/Resolution settings set during scanning tell the scanner how much data to acquire from the photo. Set the DPI to at least 300
(set to 600, if possible).
2. Be careful NOT to scan the entire scanner flatbed. Only scan your image. When previewing the scan, drag the dotted line around the image to select just the area you would like to scan so that the final file size will be as small as possible.
3. Always make sure the bed of your scanner and your photograph is clean and free of fingerprints, dirt, and hair.
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What is resolution?
Resolution is an indication of the quality of your photos. The higher the resolution, the clearer and more detailed your photo -- and the more options you have for printing or creating photo gifts.
Every digital image is made up of pixels, or tiny, light-sensitive squares. The number of pixels determines the resolution. The more pixels your photo has, the clearer your photo remains as you increase its size (for prints) or print it on a gift. At the same time, the greater the resolution, the more memory is required to store the image.
Most digital cameras allow you to change the resolution, so you can select the quality of your photos as you take them. We recommend that you set your camera to the highest resolution it will generate. This will give you the opportunity to use almost any photo to create enlargements or photo gifts.
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How does cropping affect resolution?
Whenever you crop a photo, you decrease its resolution by reducing its number of pixels. While cropping a photo often makes a photo look better, cropping also affects the photo's suitability for certain sized prints or gifts.
If you do wish to crop a photo, we recommend that you save the original as well. This will allow you to have a higher resolution file available, in case the cropped photo isn't usable.
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Photo Gift Software
Do you have directions on using your product software?
Yes, please click on the link below.
Getting Started Video Tutorial
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What are the system requirements?
The software will run on any recent 600 Mhz or faster PC with at least 512 MB of RAM, Windows 2000, XP or Vista, with Internet Explorer 5.5 or higher, and a high-bandwidth Internet connection.
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What is the software?
The software is a small and easy to install Web Browser plug-in, which provides easy product creation and editing features, along with elegant page layouts and graphic effects not available anywhere else. It also performs instant real-time 3D previews of your products with your photos, provides a powerful set of integrated photo editing tools, and automatically handles all file uploads when ordering a product.
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Is it safe to install the software?
Yes! The software is digitally signed so you know it's coming from us. And the software doesn't gather any information about you except what is necessary for its operation.
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How do I remove the software?
To remove the software, follow these steps:
- Open the Windows Control Panel (From the Start Menu)
- Select Add and Remove Programs
- Select the RocketLife item in the software list
- Click the Remove option to the right
- Follow the remove program prompts
To install the software again, simply return to the Photo Books page, click on the Get Started button, and the software installation prompt will appear.
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What is Rocketlife?
Rocketlife is the name of the product building software used by Unique Surroundings.
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