How is my payment processed? Is it secure?
Credit card payments are processed via GeoTrust Internet Security at the time of placing your order, and then your credit card details are deleted from our system automatically. This is a totally secure process, and your credit card details are never passed on or available to third parties.
What if I don’t want to pay by credit card online?
Not a problem. Please select Cheque
as your payment method when checking out, and then mail in your cheque or money order to the address provided on your order receipt.
Orders will be processed upon cheque payment clearing into our account. Unfortunately due to the large amount of orders we process, we are unable to accept direct credit into our bank account.
I have a VIP / Kangaroo Koupon – how do I redeem it?
Place your order and complete the order process. When you are entering your Billing and Shipping
information, enter your code in the ‘Coupon’
area and the value of the voucher will be subtracted from your order. Any remaining payment due can then be paid online with your credit card.
Click here to watch a video on how to redeem your Kangaroo Koupon
How do I find my photos?
First, start by having a look at the photos from your game or event. Click on View Photos from the homepage. Click through your sport, and then locate and click on your event, until you come to your photos.
My photos are not online – where are they?
Our photographers upload their photos on the night of the event, or the following day. If you cannot find your photos 48 hours following the event, you can submit an enquiry by going to the Contact Us tab. Remember, although our photographers do their best to shoot all participants, it’s not always possible.
What products can I order?
Have a look at our Products to see the great range of products we offer. Sometimes events also have special personalized products – to see what is available for your event, click on the Order/View Prices icon from any photo in your event.
I am having troubles ordering – can you help?
Absolutely – Click any of the following links to watch a video demonstration. Alternatively, download our offline order form here and fax back to our office.
I want to order a lot – can I have a discount?
Sure can! Our plain prints and images on CD reduce in price the more you order – these prices are listed in our Price Sheet. The price will automatically reduce when you order 10+ images on CD and 10+ 5x7.5 Prints. To order 50+ images on CD, we suggest you watch the demonstration video.
Can you edit my photos?
Our editors will remove red eye, adjust the brightness, and may slightly crop an image in order to enhance the final result (excludes digital downloads), and ensure you receive a high-quality, professional image. If you would like a specific image cropped in closely, please make a note in the comments section when submitting your order for payment. We do not perform cosmetic alterations on photographs.
Do my prints come framed?
Unfortunately, due to the high postage costs with sending glass frames, we do not provide our items framed. Your prints will be sent via Australia Post, packaged to avoid damage. Posters will be delivered in a cylinder.
The order I received is wrong or damaged– what can I do?
Sorry to hear it! Just fill in the ‘Contact Us Form’ with the details of your order, let us know what was wrong, and one of our team members will be in contact with you within 48 hours.
I’m not happy– What can I do?
We offer a 100% Happy Guarantee on all our photos, posters and products. Please click here to review the terms and conditions of our 100% Happy Guarantee. If you’re not 100% happy with your prints, just fill in the ‘Contact Us Form’ with the details of your order, let us know what you’re not happy with, and one of our team members will be in contact with you within 48 hours to work out a solution for you. Remember, if you have specific requests for a poster order in relation to cropping or photo placement, it may become a Custom Designed poster which is available for an additional $99. So that we can continue to offer our posters at a reasonable price, it’s not feasible for our editors to be making custom changes to all posters. That’s why we have introduced the Custom Designed poster – For those a little more fussy!
What is the postage cost? How are my photos delivered?
Postage is $5 for plain prints or CD’s, and $10 for posters. All items are sent protected with cardboard, and delivered via Australia Post. If a poster tube or large item is delivered when you are not home, your friendly postie will leave you a note asking you to pop down to the post office and pick up your photos when you’re ready. We can also deliver to PO Boxes and business addresses if this is more convenient.
What is the delivery time?
All orders are processed, edited, printed and delivered to you within 21 days (Posters may take a little longer). Unfortunately, Australia Post does not offer exact delivery times, so we cannot give you a specific date for delivery. If you require your photos by a certain date for a present or event, please let us know in the comments section when submitting your payment and we’ll do our best to get them to you in time.
My order has not arrived yet – where is it?
Please allow 21 days for processing, editing, printing and delivery of your order. If you have still not received your order after 21 days you can make an enquiry as to the progress of your order by clicking on the ‘Contact Us’ tab.