The most commonly asked questions
1. Do you ship outside the USA?
Yes, we ship all over the world.
Please be aware that customers with shipments going outside of the USA are subject to additional fees. Many countries charge their citizens import taxes, VAT, duties, and brokerage fees for purchasing items out of the country. These taxes are typically billed directly to the customer and collected during the delivery by the shipper on behalf of the local customs department (some countries also allow it to be paid online or over the phone). All countries are different, so we do not know the laws, tax percentages, or fees charged in your area. Therefore, we always recommend that customers outside of the USA research their local import fees and laws so that they are prepared.
2. How much does shipping cost?
When checking out of your shopping cart on our website, the shipping companies will generate the correct shipping price based upon your location, your order, and the shipping method selected. We offer USPS and UPS shipping options.
We have a helpful shipping estimates page with example estimates for locations all around the globe. Please see our shipping estimates page here - Shipping Estimates.
3. How long will it take to get my order?
Once you place your order it takes us 5 business days to make it before shipping (not including the day of purchase). Note that business days do not include weekends or major holidays. For example, if you place your order on a Tuesday afternoon, it will ship from our facility by the following Tuesday.
Delivery time is dependent on what shipping method you choose at checkout. The shopping cart offers options from USPS and UPS and will show you the estimated shipping time based on the shipping method you choose. *The current COVID19 pandemic has caused many delays within the shipping companies. It is possible that some orders may experience delays while in transit. Estimated delivery times are provided by the carriers, but should not be considered guaranteed delivery times. All posted delivery times are estimated.
Once your order ships from our facility, you will get tracking information from our shipping department and be able to track the location of your package while it is en route to you through the shipping company.
4. What is your return policy?
Due to the customized nature of the reel and viewer, we do not accept returns or refunds on our reel and viewer products.
If you have received your order and have any concerns, please let us know and we will address them accordingly.
If your order is damaged or lost in transit, we will work with you and the shipping company for a resolution.
If you have just placed your order and need to make an edit to the reel or need to cancel the order, please contact us ASAP to see what can be done. Once we have begun to process your custom reel with your photos, you will not be able to make any changes or cancellations and no refunds will be given.
5. Are your products compatible with View-Master™ products?
We do not guarantee that our reels will work in any viewer that is not ours. Depending on the brand, model and age of your viewer, it may or may not work with our reels.
6. What types of pictures can I use?
The reel builder accepts only JPG images.
7. Why can I only use 7 images when there are 14 frames on the reel?
7 has been the magic number since 1939! You can have 7 images per reel, no more, no less. And no, we aren't cheating you! :-)
The viewer has 2 spots that you look through, one for each of your eyes. You look in the left side with your left eye and you look in the right side with your right eye.
The 14 images you see on the reel are the same image directly across from one another, one image for each eye. When the reel is in the viewer, you see the same image with your left eye and your right eye at the same time.
We have a helpful explanation page with photos here - 7 Images Explained.
8. Why is it that when I look at the preview of my reel some of my frames are upside down and out of order?
We promise, your images stay in the sequence and position you put them in when you built and approved the reel!
Please imagine the reel inside the viewer…The reel is round and needs to rotate clockwise inside the viewer. With each click of the lever, the reel rotates inside the viewer to the next position. When looking at the preview (because you are seeing the round reel in its entirety), it will look like some are upside down and perhaps out of order, but they will all be correct and how you expect them to be when seen through the viewer.
Look at the photo to the right ->
This shows you the placement of each of the frames on the finished reel. See how frame 1 is at 3 and 9 o'clock? That is where your eyes are looking through the viewer when the reel is in the "start" position. Once that reel is inside the viewer and you are pulling the lever, it will advance to frame 2, then frame 3, and so on.
9. Do you convert my pictures into 3D?
Your pictures will not be converted to 3D. However, within the reel builder you have the option of adding text with our text tool and that will pop in 3D!
10. I don't see where to checkout in the shopping cart?
Be sure that you have completed your reels. If your reel is still under the heading "reels in progress" you will need to complete it before you will see the ordering options.
Open your reel back up by clicking "edit" and go through the approval process to ensure it's exactly how you want it to look.
On a desktop computer, go to Step 3 and click "preview my reel, click here to continue" on the bottom right of the Reel Builder screen.
On a mobile device, click the "preview" button at the top of the screen.
Then, follow the on screen prompts to finish your reel. Once your reel is under the "completed reels" heading, you will see the options for adding your reel to your shopping cart and completing your order.
11. What are your shipping policies?
We offer many shipping options for customers to choose during checkout, depending on the quantity ordered and location of the delivery. It is the customer's choice as to what shipping method to select during checkout, based on the available options for the order and shipping location.
Please note that the estimated delivery times are estimated and in no way guarantee a specific delivery date. Our company will not be held liable for delays in transit by the shipping carrier.
Estimated delivery times do not include the time it takes for us to make your custom order.
When shipping internationally, we will not be liable for refused packages or duties and taxes charged upon delivery by the receiving country. If you live outside of the USA, please research your local import fees and laws so that you are prepared for any possible charges from customs.
Once an order has shipped, no changes to the order or shipping address can be accepted. Please pay close attention to the address you supply on the order form while placing the order or after receiving your order confirmation email.
UPS delivery days are Monday through Friday. USPS delivery days are Monday through Saturday.
12. USPS says my package was delivered but I don't have it.
Many times, USPS representatives will leave packages in an inconspicuous place. Typically, their intentions are good; they want to keep your package out of inclement weather, hidden from possible thieves, etc. However, sometimes, this means leaving packages in very odd places. We have heard of delivery under bushes, side doors, under chairs, and more. If your package says it was delivered, please be sure to double check all around your house and all possible places that the mail carrier could have left it. Often, packages are also left at a neighbor's home, so it is best to check with your neighbors as well.
Lastly, double check your order confirmation to ensure that you have input the correct shipping address. Due to the custom nature of our product, if your address was input incorrectly on your order and delivered to someone else, you will need to place a new order to cover the costs to remake your reels and resend your package.
If you still do not find your package, and your address was correct, we can file a claim with USPS and send you a replacement package.
Please Click here to contact us.
If an address is input incorrectly on your order form and USPS cannot deliver the package, it may be returned to us as a return to sender. USPS "Return to Sender" deliveries typically take anywhere between 5 - 14 days to be redelivered to the original sender. You can continue to watch the original tracking and USPS will still update the tracking information while it is on its way back. Once we receive the package at our facility, we will contact you (if we have not already heard from you) to get an updated shipping address and a payment for reshipment.