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Customer Service and Questions

Customer Service and Questions

Who to contact?

The Huggies Photo Centre is powered by Snapfish which is wholly owned by the Hewlett-Packard (HP) Corporation. As such all orders, transactions and special offers are managed by Snapfish in Australia.

If you have any enquiries relating to an order, photo storage or any other aspect of the Photo Service you need to email them through to Snapfish directly. The email address for customer service is support@snapfish.co.nz

If you would like to send through a comment or suggestion and do not require a reply you can send it through to feedback@snapfish.co.nz

Frequently Asked Questions

Here are some frequently asked questions and answers that may be helpful to you.

  • General Questions
  • Technical Questions
  • Delivery Questions
  • Payment Questions
  • Free Credits and Coupons questions

General Questions

Where are the prints made and shipped from?

The prints and products for Australia and New Zealand are manufactured and shipped from Australia.

What type of printers do you use, and what is the quality of the prints? What kind of guarantees do you provide?

Snapfish offers prints and print products of the highest quality in the industry, using the latest state-of-the-art equipment. To demonstrate our confidence, Snapfish offers a full-refund guarantee on the print quality.

Technical Questions

Why is uploading sometimes slow from my PC?

The speed of uploads depends on a lot of factors ranging from the speed of your internet connection to the various traffic issues on the internet on the time. Snapfish offers two types of uploads, Fast Upload and Large Print Upload for printing posters. In the Fast Upload scenario, Snapfish would transfer the picture at the speed of 30-60 seconds per picture.

When do I use Fast Upload as opposed to Large Print Upload?

When you upload photos to the Snapfish website, you have two choices:

  • Fast upload
  • Large print upload

When you choose Fast Upload, we upload a medium-resolution image to your Snapfish account. This size is ideal for prints of any size, up to 8×12. Fast Upload is also sufficient for every gift in the Snapfish store. The only product you will not be able to order is poster prints.

When you choose Large Print Upload, we upload a high-resolution image to your Snapfish account. This size is good for everything on the Snapfish site, including poster prints. However, it takes longer to upload the picture.

Do you support multiple photo upload from a Mac?

We’re sorry, but at this time the multiple upload feature is not available on Mac systems.

Do you have a print preview in the cart?

You can preview your image in various sizes at your shopping cart. When you hold your mouse pointer over the thumbnail of your image in the shopping cart, you can preview the output of images in your selected size. At this time this feature will only work on the Windows operating system and not Apple Mac.
Can I get the pictures I uploaded back to my PC, or order a CD?

We do not currently support CD ordering for the Australia and New Zealand sites. When you upload images, we maintain two copies of your photo, one low-resolution and one high-resolution. The low-resolution photos are what you see when you view and share your photos on our website. The hi-resolution photos are stored in our system and are used to produce prints, enlargements and photo gifts. Although we do not yet offer a high-resolution download option in Australia and New Zealand, you can log into the US website at www.snapfish.com with your same email address and password to utilize this feature.

The instructions below cover FREE low-res downloads for both Windows and Macintosh Computers.

Login to your Snapfish account, open the desired album and click to enlarge the thumbnail.

If you are using a Windows PC:

  • Place your cursor (pointer) at the center of the picture, click the right button. A box will appear, giving you several choices. You will probably want to choose “Save [Picture] As . . .” then just choose the place on your computer where you want to store the photo. If the name of that file does not automatically end with “.jpg”, you will need to give the photo a name that ends with “.jpg” — don’t forget the dot before jpg! If you don’t use .jpg, your computer will probably not recognize this as a photo when you try to use it later on. After you have given your photograph file a name, save the file.

If you are using a Mac computer:

  • Place your cursor (pointer) at the center of the picture, press the button and hold it down. A box will appear, giving you several choices. You will probably want to choose “Save [Picture] As . . .” then just choose the place on your computer where you want to store the photo. Your Macintosh software will probably recognize the file type without using .jpg, but you may use this file on another computer at some time, so we recommend you add .jpg at the end of the name anyway. After you have given your photograph file a name, save the file.

Delivery Questions

How long do prints take to arrive?

We will send you an email when we receive your order and again when it was dispatched from our factory location. Typically, we will print and post your pictures within 2 working days. Including delivery time, you should receive your order within 3-6 working days. Please refer to the Shipping Information page for further information.

If I order using Express Post, how long does it take to arrive?

If you order prints and choose Express Post, the order is processed in 1-2 working days, and delivered 1 business day later. Total delivery time is 2-3 working days. Please refer to the Shipping Information page for further information.

Can I order prints online and pick it up at a nearby shop?

You can pick up prints from selected Rabbit Photo store locations.

Note NZ: The Pick-up option is not available at this time in New Zealand, but we hope to introduce this feature soon.
If I order prints, and pick it up at the nearby shop, do I need to pay Post and Packaging?

If you select the Pick-up option when ordering, you will not be charged for postage and packing. Please note that prices for pick-up orders differ from mail order prices and are set to Rabbit Photo’s Gold member rates. These prices can be found on the “pick-up prices” link in your shopping cart.

Can I order photo gifts and other products besides prints, and pick them up at a nearby store?

At this time the pick-up option for photo gifts is not available at Rabbit stores. You can only pick up prints and photo cards at this time. For gifts, you need to use the mailing option.

Payment Questions

What kind of payment methods do you support?

At this time for all orders we accept Visa and MasterCard credit cards, as well as debit cards that display the Visa or MasterCard logo.
When will you support other forms of payment besides credit cards?

At this time, we only support Visa and Mastercard, but we are constantly reviewing other payment options.

I want to order prints but don’t want to give out my card information on the internet. Is there any telephone number where I can do this?

Please note that for security reasons, we are unable to take orders or any personal customer information over the telephone or via email.

Is it okay to type in my credit card number? Is it secure?

We understand the concern people have about sharing their credit cards with an on-line service.

We want to assure you that our site is very secure and meets the standards required to conduct secure, online transactions. At the time of payment, our system automatically transfers you to a secure portion of our site. At the bottom of your browser window, you will see a “lock” symbol (Internet Explorer and Firefox) or a key symbol (Netscape). You’ll also see that the URL in your browser’s address window begins with https:// rather than the normal “http:”. The extra s stands for “secure”. All of these indicators confirm that the page(s) you are on is secure for transactions.

Your credit card number will be encrypted for storage and is not shown anywhere on the website—only the final 4 digits are shown to refresh your memory. In fact, if you log-in and edit your account information, even you won’t be able to see the whole number. Example: XXXX-XXXX-XXXX-1234.

In addition:

  • All sensitive information (including credit card information and passwords) is transmitted using SSL, an advanced encryption technology that is the recognized industry standard for secure transactions.
  • Credit card information and passwords are encrypted while stored on our secure server.
  • Your account is password protected so that only you and those you invite can view your pictures.

A note to Netscape users: Netscape versions 4.05 and older incorrectly report a security error. Netscape is aware of this problem, and recommends that you upgrade your browser. You can visit Netscape to upgrade your browser now. For more information from Netscape, click here.

Free Credits and Coupons Questions

I received a promotion email saying that I get some free print credits, with a coupon code. I registered to Snapfish but do not see the free print credits I was promised. How do I get those credits?

To access your free print credits, simply enter the coupon code you received on the “Pick up or ship?” page. You will arrive at this page after you click on the “Check out” button of your shopping cart.

Snapfish is offering me 50 free prints. When do I get the free print credits in my account? (I don’t have a coupon code)

You will receive your free print credits after you have uploaded your first album to your Snapfish account.

You can get more credits if you refer your family and friends to our service. For each friend who completes their registration information, you’ll receive credit for 50 free 6×4 prints (max. 5000 free prints). You can use these credits for prints of any photos in your Snapfish account. The friends you refer must register through the link in the ‘Tell a Friend’ email message they receive for you to receive credit for their registration.

For more information about this program, please log on to your Snapfish account, then click on the ‘Tell a Friend’ link below the right side menu of your Snapfish home page.

Do I need to pay for Post and Packing even if I use my free print credits?

Yes, you will need to pay for postage and packing for all orders delivered to you by mail.

Can I use the free print credit for picking up prints at a nearby store?

You can receive credit for 50 free 6×4 reprints for each friend who fully registers through a referral email sent from our site, up to a maximum of 5000 free prints! To take advantage of this offer log in to your Snapfish account, or click on the “home” tab if you are already logged in.

Then, from the Snapfish home page, follow these instructions:

Click on the “Tell a friend” button below the right side menu and you will be taken to a page to enter email addresses for your friends.

In the “to:” text field on the “tell a friend” page, enter your friends’ email addresses, separated by commas.

You can add the addresses of friends you’ve shared albums with before by clicking on the link to your “email list” and selecting addresses from the pop-up window.

Then, if you’d like, type a personal note over the standard message in the “message” text field. Next, click on the yellow “Tell a friend” button at the bottom of the page. You’ll see a page listing all of the addresses to whom you’ve sent your message.

Each time one of the recipients uses the link in the email we send them, and completes the registration process, we’ll email you to let you know that you’ve received credit for 50 free 6×4 prints, up to a total of 250 friends and 5000 free prints.

To check the number of free prints in your account at any time, either click on the “home” tab and check the credits section of the home page, or click on the “your account” link and scroll down to “your credits”.

also on Huggies:
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