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Frequently Asked Questions

Ordering

What is a shootkey?

A shootkey is a unique number MSP issues to parents when school photos are taken, as a safe and secure way for parents to order photos online.

Your shootkey is provided with your photo pack.

 

What if I lose my shootkey?

If you lose your shootkey you will need to contact our Customer Support Team via the Contact Form.

How do I download an image?

Families who have ordered a portrait download as part of their school photography pack will be able to download their image from the website using their shootkey. Whether you can download a printable or non-printable image will depend on the pack you ordered.

If you have ordered a printable or non-printable photo as an 'add on' you will also be able to download this from the website.

To download the photo, enter your shootkey, click 'Go' and select your image. Add the image to your shopping cart. Once you complete the checkout process, you will receive a link to download your image or you can download it here or by going to your account (accessible via a link in the footer menu) and clicking on downloads under My Orders.

 

Why do I have to go through the checkout process to download a portrait image?

This means that in order to download the image, you must register an account and provide contact information. While the download is free, this enables us to track image downloads in the event that a shootkey is misplaced or accessed without permission.

Why can't I see any products?

Once you enter your shootkey, products will be filtered based on what photos you have ordered from us.

If you have entered your shootkey and cannot see any products you will receive an error message explaining why. Possible reasons include:

-  it is before school photo day and the photos have not yet been taken

-  there is no photo available for the shootkey

-  there was no pre-photo day package purchased for the shootkey

-  the photos are being processed following photo day and will soon be available.

If you have ordered photos and the explanations above do not apply in your situation, please contact our Customer Support Team via the Contact Form.

How can I change my order?

Once an order is submitted it cannot be changed, unless we are notified immediately.

To add additional items you will need to place a new order.

Can I cancel my order?

Due to the personalised nature of the products ordered through this service, once an order is submitted for production, no changes, alterations or cancellations can be made. However, if you believe you have placed an order in error, please contact our Customer Support Team via the Contact Form or on 1800 159 475 as soon as possible and we will assess whether we are able to assist in your request. We cannot promise that we will be able to do so.

Who do I contact if there are items missing?

Please note that items will be dispatched as soon as they are completed as part of our commitment to prompt delivery. This may mean that you receive some items sooner than others in your order.

If it has been more than a week since your last item arrived, please let our Customer Support Team know via the Contact Form.

Payment

How can I pay for my order?

Payment must be made by credit or debit card. No orders will be processed until payment is complete.
We use the secure eWAY payment gateway to process credit card payments so customers can be reassured that their payment details are safe.
 

How do I pay with MSP Reward Points?

Every time you purchase from our website you will receive reward points.  Each product listed on the website includes the number of points you will earn by purchasing the product and also the number of points required to redeem the product with points.

If you have already purchased from our website you will be able to view the reward points for the products you have purchased when you next checkout.  To apply these points against your next order just add the products you wish to purchase to the shopping cart and view how many points you have in the checkout screen.  To redeem your reward points against your next order simply select 'Use Reward Points' and click the Apply button.

If you don't have enough reward points to completely pay for your order, we will discount the order using your available points and allow you to pay for the remaining amount by credit card.

Delivery

How long will my order take?

After your order is submitted, allow two to three working days for production, then delivery time to your address. Items will be shipped as they are completed so some items may arrive sooner than others.

Orders are dispatched from NSW via Australia Post so delivery time will vary depending on your location. An additional two days are added to the delivery time in peak periods like Christmas.

Australia Post's normal delivery times are as quoted below, but please note that these are indicative only:

 

  Metro Regional
QLD 3 working days 4 working days
NSW 2 working days 2 working days
VIC 3 working days 4 working days
SA 4 working days 6 working days
WA 5 working days 6 working days
NT 6 working days 7 working days
TAS 5 working days 6 working days

What method of delivery?

Orders are sent via Australia Post.  Express Post and courier delivery are not currently available.

What are the delivery charges?

Delivery charges vary based on the size of the item. To estimate the shipping cost, simply add the item you're considering to your cart, click to checkout and then select 'Estimate Shipping & Taxes' under the heading 'What would you like to do next'.

What is the return and refund policy?

We are proud of the quality of our products, so in the unlikely event that a product suffers a fault as a result of the production process or is damaged on delivery, we will happily replace or refund the product. Any claims must be received within 28 days of the placement date of the original order.

For returns and refunds please contact our Customer Support Team via the Contact Form or on 1800 159 475 or complete the Returns Form which is accessible via
Home > Account > Order history
Simply click on My Account on the bottom menu, then click on Order History to access your order records. Click on the Order details icon to the right of your order and then click on the icon to the right of your order (with the circular arrows). Then simply complete the form and submit.

You can read the Refunds & Returns Policy by clicking here.

System/Settings

How do I unsubscribe?

To opt out of receiving product updates from MSP, sign into your account and then click on the 'More Information' page. This will give you the option to select 'Yes' or 'No' to receiving product information from MSP.

If you elect not to receive product information you will still receive information relating to your Order Status from us.

How do I retrieve or change my password?

Use our Forgot Your Password Form to type in your email address and click the continue button. This will send you an email with your new password. You can then change your password by visiting My Account/Password and clicking the Change your Password link. You can also use this page to change your current password at any time.

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