Just the facts, Ma'am

Our most commonly asked questions

Do you ship outside the USA?

How much does shipping cost?

How long will it take to get my order?

I have 3D images, can I make a 3D reel?

Are your products compatible with View-Master products?

Why can I only use 7 images when there are 14 frames on the reel?

Where do I find my Uncommon Goods redemption code? And how does it work?


Need step-by-step help using the Reel Builder? Watch our short and fun How to Build a Reel Video! greenline1faq

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1.0 Adding text/captions to the images
1.1 Why is it that when I look at the preview of my reel some of my frames are upside down and out of order?
1.2 I only have 2D pictures, is that ok to use?
1.3 Do you convert my pictures into 3D?
1.4 Why can I only use 7 images when there are 14 frames on the reel?
1.5 I have 3D images, can I make a 3D reel?
1.6 I added text to my frames from the reel builder, but there was no option to make it 3D?
1.7 What is the center image all about?
1.8 Why does my reel say it's going to be deleted?
1.9 My reel won't approve?
1.10 My reel won't reload?
1.11 How long do you keep my reel on file?
1.12 My Reel won't preview! I can't get to step 3, it keeps giving an error.
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3.1 Do I need a fast Internet connection?
3.2 Save Your Progress
3.3 Browser Update
3.4 Internet Connection
3.5 Speed Test your Connection
   
   
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2.1 File Types
2.2 File Size
2.3 Image Resolution
2.4 Image Color
2.5 Tips for your Photos
2.6 The Center Image
2.7 Unacceptable Image Content
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4.1 Do you ship outside the USA?
4.2 How much does shipping cost?
4.3 What colors do the viewers come in?
4.4 How long will it take to get my order?
4.5 How do I order with an imprint on the viewer?
4.6 Does it cost money to register with your website?
4.7 I placed an order but never received a confirmation email?
4.8 Are your products compatible with View-Master products?
4.9 What are the dimensions of the Reel and Viewer Set?
4.10 Is there a setup fee?
4.11 How much does it cost?
4.12 Can I order just 1?
4.13 Can I get a different box?
4.14 I don't see where to checkout in the shopping cart?
4.15 Can I get my reel in white instead of black?
4.16 USPS says my package was delivered, but I do not have it.
4.17 My tracking says that my package is undeliverable.
4.18 What is your coupon policy?
4.19 What is your return policy?
4.20 Are your products safe?
4.21 Where do I find my Uncommon Goods redemption code? And how does it work?

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Build A Reel Instructions and Tips.

Building a reel has never been easier and we have a great online video tutorial and a downloadable PDF tip sheet for you.

*Click here for the How To Video Tutorial.

*Click here for the PDF How To Tip Sheet

 

1.0 - Adding text to my images

There is a lot of information to know when adding text to your images. First and foremost, one of the exciting things about our Reel Builder is that when you add text using our text tool, the text will appear in 3D! Awesome right!? Please be sure to keep your text within the crop lines. If it looks cut off beyond the edge, it will be cut off.

 

Now, if you are adding text to your pictures before you upload them (like in Photoshop, for example), please make sure that your text is not too small and still fits within the crop lines. If you are adding text before uploading your pictures, we have a template you can use to ensure it is large enough and within the lines (contact us!). Another good test if you don't have our template is to upload your text-filled image, then use our text tool to add a sentence from your words. Choose the smallest size text available and compare it to yours. If yours is smaller, you should increase the size on your original file. Also, stay away from thin fonts, the bolder the better! Thin lines can get distorted when shrunk down on the reel. Remember, images on the final reel are tiny!

 

1.1 - 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 you put them in!

Look at the photo to the right ->

 

The reel is round and rotates clockwise inside the viewer. Hence, some photos will be upside down when looking at it this way, but correct when viewed in the viewer.

 

If you need a visual, take a look at this page- Reel Sequence.

 

1.2 - I only have 2D pictures, is that ok to use?

Of course! The RetroViewer website was designed for customers who have 2D photos.

Remeber, we don't convert your image into 3D, but you can add 3D text using our text tool.

 

1.3 - 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 3D text.

 

1.4 - Why can I only use 7 images when there are 14 frames on the reel?

7 is the magic number! You can have 7 images per reel, no more, no less. And no, we aren't cheating you! :-) The images aren't repeating twice or extra spaces, instead, you see the same image directly across from one another because the way the viewer is designed requires you to look in with each of your eyes independently. Therefore, you need a left and right image for each frame, hence why you see 14 images.
For an in-depth description with photos, click this link.

 

1.5 - I have 3D images, can I make a 3D reel?

Yes of course. Please visit our stereo reel builder to place your order with 3D images. Click here.

 

1.6 - I added text to my frames from the reel builder, but there was no option to make it 3D?

Any text you add within our reel builder will automatically be in 3D.

 

1.7 - What is the center image all about?

The center image, step 2 in the building process, is middle circle of the reel. It is important to note that the center image is not visible when looking through the viewer. The center image is only visible if you pull the reel out of the viewer.
It is a good spot to put another fun photo or title for the reel if you are making several to keep them distinctive. It is not recommended to put any important information here, as you won't see it unless you take the reel out of the viewer. If you have important information to convey, put that on frames 1 - 7.

 

1.8 - Why does my reel say it's going to be deleted?

Every time you upload a photo, that data gets stored on our server. We need to regularly clean out ur server to make space. Therefore, any unfinished reel that has not been touched in over 60 days will be deleted. Rest assured that if your reel is complete, it will stay complete forever and you will be able to order it over and over again.

 

1.9 - My reel won't approve?

Please ensure that you have added an image (whether from your computer or a stock image) to each frame. 

Sometimes, it may ask you to refresh or resave, just click the save button and you should be on your way to previewing the final reel and approving.

 

1.10 - My reel won't reload when I click edit?

If your reel is not reloading, that means that there was a glitch in either the server or your internet connection when you tried saving your reel. Unfortunately, you will have to recreate your reels. Sorry about that! The internet isn't perfect, if it was, there would be no need for FAQ's and technical support!

 

1.11 - How long do you keep my reel on file?

Once you approve your reel, it gets saved in your profile indefinitely.

 

Unfinished reels are only saved for 60 days. After 60 days, your pictures and progress will be deleted from our server. So, be sure to finish your reels within 60 days! If you are close to the 60 days, there will be an alert letting you know that your Reel will be deleted soon when you log into your account.

 

1.12 - My Reel won't preview! I can't get to step 3, it keeps giving an error.

Please ensure that you have a photo in each space, including the center image (step 2).

You can choose either a photo from your computer or one of our stock images, but something has to be in the center image area, in addition to the 7 frames of the reel.

 

Simply click "Step 2, Edit Center Image", and add a photo the same way you did for the 7 images. Once you are done with the center image editor, click "Done Editing Center Image". Wa-la, done! Now you will be able to preview your reel and purchase.

 

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Image Preparation and Uploading.

When using the Build-A-Reel on our site there are some things you should know and be prepared for when it comes to your images and how to have an easy and successful experience when using it.

 

2.1 - File Types

JPG images are required. Other formats may cause errors uploading or poor image quality.

 

2.2 - File Size

There is no limit to the file size of your image. For faster upload times 1mb file sizes are best. If your image is large (4mb or larger) it may take a while for it to upload, so please be patient with large files.

 

*If your images are too small, it will appear pixelated on the screen. If this happens, it will print pixelated. It is highly recommended that you get a higher resolution image.

 

2.3 - Image Resolution

1112px wide by 955px tall will give you the closet dimension to a single frame on a reel with good quality. If you are not a pixel and bits person, your file should be about 1mb.

 

In terms of center image (step 2 when building), a 1200 x 1200 image will be close to the final dimensions, just remember it is round.

 

More importantly, you will be uploading your images into our Reel Builder, so you can always resize and adjust within the editing tool, so none of these dimensions are imperative to making a Reel.

 

*We have a template if you wish to use it. Just contact us and we will send it your way!

 

2.4 - Image Color

RGB Color is prefered. Other formats may work but can cause a shift in quality and color.

 

2.5 - Tips for your Photos

Our reel builder has been designed to let customers simply upload their digital photos and make a reel. There is really no need for any fancy photo techniques or special dimensions. But, if you want to make the most of your reel, follow these tips:
-Remember that reel images are horizontal. While, vertical photos work just fine, you will likely need to use our tool to scale (zoom) out of the photo fit it in the entire area.
-Your images are not converted into 3D, your photos will remain in 2D. However, if you add text to your reel using our tool within the builder, it will be in 3D. For this reason, we always recommend using our tool too add text because its fun and you'll also guarantee that your text size is large enough!
-Each frame only allows 1 photo. If you want multiple photos in one frame, you can use a photo editing program (like Photoshop) or an app to make a collage of photos to save as one image to upload.
-If a photo uploads sideways (this typically happens with photos from a mobile device) you can easily rotate it with our rotate tool on the desktop version of our reel bulder, or with your fingers on the the mobile version of our reel builder.
-We have an entire section on our blog with ideas and tips, check it out here-> Blog
-We have a template if you wish to use it. Just contact us and we will send it your way!

 

2.6 - The Center Image

The center image, step 2 in the building process, is middle circle of the reel. It is important to note that the center image is not visible when looking through the viewer. The center image is only visible if you pull the reel out of the viewer.
It is a good spot to put another fun photo or title for the reel if you are making several to keep them distinctive. It is not recommended to put any important information here, as you won't see it unless you take the reel out of the viewer. If you have important information to convey, put that on frames 1 - 7.
Also, remember that our reels are transparent, so white ends up looking clear and any small text or fine details will be hard to see unless the reel is held up to a light source.

 

2.7 - Unacceptable Image Content

Because our product is a representation of a family friendly, nostalgic product, we have guidelines of what types of images we accept on a reel. Tasteful, boudoir-type images are fine, but vulgar or pornographic images are not. This means, absolutely no images of below the waist private parts or sexual acts. If we feel your images do not fall within our guidelines, we will kindly ask you to change your photos or cancel your order. If you have any questions about your images, please don't hesitate to ask.

 

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Internet Connection, Software and Solutions

If there has been an error in the Build A Reel process or if you are experiencing slow image upload times it is most likely caused by an interrupted Internet connection. But don't worry. We can help you get back on your way to completing your order. Below are solutions we have found helpful to customers.

 

3.1 - Do I need a fast Internet connection to use the Build-a-Reel?

Your experience will be best if you have a stable, fast Internet connection that doesn't experience connectivity interruptions. For those of you that: 1) have low-bandwidth Internet connections, 2) have multiple devices competing for bandwidth, 3) have older computers, we offer a number of suggestions here about steps to take to avoid any problems as you build your reels.

 

3.2 - Save Your Progress:

When building a reel try to use the "Save" button often to save the work you have done so far.

 

3.3 - Next, Consider Logging In With A Different Web Browser or Updating your Current One:

If your browser is not up to date, it  may cause problems. Old versions of Safari and Internet Explorer have proven to be the biggest culprits. Please be sure to update your browser to the lastest version or try using FireFox or Google Chrome (the latest versions).

 

3.4 - Finally, Try Using A Faster Or Higher-Bandwidth Internet Connection

Before you resume your project, we recommend working with a faster or more stable Internet connection.

 

If you are at home and using an Internet connection shared by multiple devices, we suggest completing your project when the connection is not being used by high-bandwidth activities like gaming, downloading music, watching on-demand videos, etc.

 

In addition to those suggestions above, the simplest solution may be to change your location to one with a faster, stronger Internet connection. For example, customers in homes with slower Internet service typically see the errors disappear if they resume their RetroViewer order from a nearby coffee shop or library with a higher-bandwidth connection. In addition, customers who have had trouble placing an order from their work computer (due to corporate firewalls, bandwidth restrictions, etc.) typically see those errors disappear if they resume their order on a non-work computer.

 

Want to know the speed of your internet connection? Log into: www.Speedtest.net for a quick and easy check up on your connection speed. Just click on the "Begin Test" button to start your test. If your download speed is lower than 5 mbps or your upload speed is lower than 1.5 mbps we suggest you try a different location with faster connection speeds. To get back to your website, click the back button on your browser.

 

3.5 - Click here to go to the Speed Test website: http://www.Speedtest.net

 

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Cost, Process and Shipping.

4.1 - Do you ship outside the USA?

Yes, we ship all over the world.

 

4.2 - How much does shipping cost?

Our shipping is not standardized in price. When checking out of your shopping cart on our website, UPS will automatically generate the correct shipping price based upon your location and how many you order.

 

We have a helpful estimate guide here: Shipping Estimates

 

*Please note - when ordering internationally, Image3D is not responsible for paying the local duties and taxes on your order.

 

4.3 - What colors do the viewers come in?

Red, black, blue, and white!

Viewer Colors

Click here to see more photo examples of the colors.

 

4.4 - How long will it take to get my order?

Once you place your order it takes us 5 business days to process before shipping (not including the day of purchase). If you place your order with an imprinted viewer, the turnaround time becomes 10 business days.

 

Then, transit time is dependent on where you live and what shipping method you choose. Once your order ships you will get tacking information from our shipping department and be able to track the location of your order.

 


Please note that while we offer many shipping options, the shipping you choose only affects the shipping time. Our processing time is still 5 business days, or 10 with an imprinted viewer.


 
 
You can also use this guide to help understand when your order will ship:
 
RetroViewer Production Schedule

 

4.5 - How do I order with an imprint on the viewer?

Once you have completed your reel add a "Custom Imprinted Viewer and Reel Set" to your shopping cart. You will then be able to input the text, choose the font, and select the color of your imprint. Imprints are available for 1 color and 1 location only (default location is front middle. Any other location please inquire).

 

If you have a logo you would like to use, you will need to submit an outlined vector file. You can upload this when you checkout. Please keep in mind that it will still need to be just 1 color, chosen from our stock colors at the time of checkout.

 

Please note that you must order a minimum of 26 to receive an imprint. Orders with an imprint take 10 business days to process before being shipped (not including the day of purchase).

 

Click here to see example photos of what custom imprints look like, along with the available colors.

 

4.6 - Does it cost money to register with your website?

Not at all.

 

4.7 - I placed an order but never received a confirmation email?

Please double check what email address you used to sign up for your account. Then, check your spam box as sometimes the confirmation emails end up in there.

 

You can also log into your RetroViewer account and click "My Orders" on the left side bar. All order history will be noted there.

 

4.8 - Are your products compatible with View-Master products?

Yes! We designed our products to be compatible with View-Master products! However, please note that if you choose not to purchase one of our viewers, we cannot guarantee that a viewer from another source will work with our reels.

 

4.9 - What is the size/weight of the Reel and Viewer Set?


The entire Reel and Viewer set weighs roughly 5.2 oz.


 

4.10 - Is there a setup fee?

No, the prices are just as you see them on our price list page. Click here to view the price list.

 

4.11 - How much does it cost?

1 Set (reel, viewer and box) runs $29.95. There are price breaks for larger quantities and other options for getting a reel only and/or imprinting on a viewer. Please see our price list.

 

4.12 - Can I order just 1?

You can most definitely order just 1! The only time you cannot is if you want a custom imprint on your viewer, in that case, you must order at least 26.

 

4.13 - Can I get a different box?

The RetroViewer set comes all-inclusive with a handout box. If you would like a different box, you can order them separately from our Corporate side of the website (Click here to send us an email).

 

4.14 - I don't see where to checkout in the shopping cart?

First, be sure that you have approved your reels and added them to your shopping cart. If your reel is still under the heading "reels in progress" you will need to open it back up by clicking "edit" and going through the approval process. Click 'preview my reel, click here to continue" on the bottom right of the Reel Builder screen. Follow the on screen prompts to finish your reel. Once your reel is under the "completed reels" heading, you will see the options for ordering.

 

 

4.15 - Can I get my reel in white instead of black?

The reels only come in black, no white. The original View-Master reels were paper, which is why they were able to be white. But ours are made of film, so even if we tried to do white, it would actually look clear since the film is transparent.

 

 

4.16 - 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 everything from 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 mailman could have left it. Often times, packages are also left at a neighbors 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 you do not have your package and your address was input incorrectly on your order, you will need to place a new order to cover the costs to remake your reels and resend your package (see section 4.17 for return to sender packages).

If you still do not find your package, and your address was correct, we can take the steps to file a claim with USPS and reprint and reship you a replacement package.

 

 

4.17 - My tracking says that my package is undeliverable.

If an address is input incorrectly on your order form and USPS cannot deliver the package, it will be returned to us. USPS "Return to Sender" deliveries typically take anywhere between 5 - 14 days to be redelivered to the original sender. Once we receive the package back 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.

 

 

4.18 - What is your coupon policy?

From time to time, Image3D offer's coupons for discounts on RetroViewer products. All coupons will be directly distributed via Image3D's email newsletter, Facebook page, or blog. Any distributed coupons must be used within the valid dates.
Coupon Warning: Be advised there are numerous websites that claim to provide Image3D discount coupons. Image3D does not provide nor condone any 3rd party websites with valid discount coupons. In some cases they may in fact be fronts for fraudulent internet practices. We highly recommend that you do not click any links on these websites to avoid the potential for malware, viruses or ransomware. We, at Image3D, try our best to monitor and eliminate this fraudulent use of our brand and web links to our site but most are unreachable and do not respond to our requests to stop this practice.

 

 

4.19 - What is your return policy?

Because we sell a customized product, we do not honor returns on our custom reels.
On the flip-side, 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 within 1 hour of placing the order. Once we have begun to process your custom reel you will not be able to make any changes or cancellations and no refunds will be given.

Click here to contact us.

 

 

4.20 - Are your products safe?

We take the safety of our product very seriously. Please see our Safety Page for information on all of our products and full testing results performed by Consumer Testing Laboratories.


 

 

4.21 - Where do I find my Uncommon Goods redemption code? And how does it work?

If you originally placed your order through Uncommon Goods, you will find your redemption code inside the box with the viewer. It will be on a blue card and start with RV-UCG and a series of 12 numbers. You will use your redemption code just like a gift card and apply it to your shopping cart when you checkout. Please be sure to include the dashes and add it to the "redemption code" box and not the "coupon" box. This will subtract the value of 1 reel from your order.


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If you need more help, and/or  need to speak with a live person, visit our contact page and call or email us. We are available Mon-Fri from 8am to 4:30pm PST.