FAQs

FAQs

MOOTSH MEMBERSHIP

What is a Mootsh membership?

Mootsh membership is a monthly photo print subscription.

Each month, Mootsh reminds you to choose and upload your favorite images into My Mootsh.

You place your order(s) in just a few clicks and receive your photos at your doorstep within 10 business days (for destinations within the United States).

Your Mootsh membership grants you 10 print credits every month (1 print credit = 1 print) and 1 order credit (1 order credit = 1 free shipping)

How much does a Mootsh membership cost?

Mootsh membership is $16/month. * It renews automatically on the 1st of every month. You can cancel at any time.

*US only/shipping is free. 

When do I get billed?

Mootsh membership is a monthly subscription that automatically renews on the 1st of every month at the end of the day. (Pacific Standard Time).

How do I skip a month?

If you want to pause your membership, you have the option to skip your next renewal. You can only skip one month at a time and must select Skip Next Month Renewal in your Account Settings before the 1st day of the month you want to skip. (Ex: if you want to skip May, you’ll need to select Skip Next Month Renewal between April 1 and April 30)

Note: When you skip a month, you can not upload photos during the month skipped, even if you have available credits in your account.

How do I cancel my Membership?

You can cancel your membership at any time. To cancel, go to Account Settings.

Once you cancel your membership, you will have access to My Mootsh until the end of the current month. Make sure to use all your pending credits that month. After that, you won’t be able to access your canceled account anymore and will lose any unused photo credits unless you sign-up again to the service using the same email address (in order to retrieve your past photo credits).

What happens once I subscribe?

Once you subscribe, you will be able to access your account (My Mootsh) and upload your first order of prints for the current month.

You will also receive a welcome email that will guide you through the first steps to start your membership and upload your photos.

SHIPPING

Is shipping free in the United States?

Yes, it’s free!

Can I have a shipping address outside of the United States?

Mootsh does not ship outside of the United States at the moment.

When will my order ship?

Your photos are printed on archival photographic paper and ship via USPS within 2 to 5 business days. You receive an email that included a tracking number as soon as your order is on its way.

Can I mail my photos somewhere else?

You have the option to edit the shipping address before each order that you place on the Review Order screen of My Mootsh. You can either leave your default address as is or edit it to send your order to someone else.

Note: You can only ship to addresses in the US.

MY MONTHLY PHOTO ORDER

How many orders per month are included in my membership?

Your Mootsh membership includes one order of 10 prints per month. These orders ship for free and include our custom photo sleeves, as well as our contact sheet – a dated, single sided album of thumbnail images from your order.

How many photos can I print per order?

You can print from 1 to 120 photo prints per order

For the best experience, we advise that you upload up to 30 photos from your smartphone, and up to 120 photos from your desktop.

How do I upload my photos?

You can access My Mootsh from either your phone or your desktop.

Step 1:  Add your photos

Click on the + sign on the welcome screen of My Mootsh to add your selection of photos.

We recommend that you upload a maximum of 30 photos when uploading from your phone and that you use the desktop version of Mootsh for larger orders (30–120 images).

Step 2: Refine your selection

Once your photos have uploaded, they will show as thumbnails in a gallery, sorted by print size.

From this screen you can:

  • refine your selection: remove unwanted images using the trashcan icon, add more images using the + button.
  • add multiple copies of the same image: click on the thumbnail of the image you want multiple copies of and add as many copies as desired.
  • select the size of your prints: click on the thumbnail of an image to see what it will look like in the default Mootsh print size; optionally click on Adjust Size to select another print size and adjust the crop.

 

Step 3: Review Your Order

From this last screen, you can:

  • edit your shipping address: here you can edit the shipping address for your order. When you edit the shipping address from this screen, it does not overwrite your default address and will only use the edited address for the specified order. If you don’t edit the shipping address, your order will be sent to the shipping address set up in your Account Preferences.
  • edit your border preference: choose your border preference for this order. If you don’t edit your preference here, Mootsh will automatically print your photos in the default border style set up in your Account Preferences.
  • review a summary of your order: total number of prints, multiple copies, size of prints.
  • review your extra prints order: if you order more prints than your available photo credits, you will be taken to a checkout page to pay for your extra prints.Click Continue to Payment to be taken to checkout and proceed payment.
  • go back to your selection: if you’re unsure about your selection and want to refine it, click on the Back to Selection button, and it will take you back to Step 2.
  • place your order: when you’re good to go, click Place Your Order, and your photos will be sent to our photo lab.

When do I need to upload my photos?

Each month, you have from the 1st day of the month until the last day of the month (midnight PST) to upload your photos.

Will I be reminded?

Yes, Mootsh is all about helping you make it a pleasant habit to select your photos monthly.

We start sending reminders to you one week before the end of the month, if you haven’t placed your monthly order yet.

Three email reminders are sent within the last week of the month, and you have the option to receive a last text reminder on the last day of the month

Can I collect on previous months of photos?

If you want to collect past months of photos organized by the date they were taken, you can place extra orders. All extra order comes with their own contact sheets dated by month and year, which you may edit, allowing you to receive photos from past months accompanied by the date they were taken. See the section “Extra Orders” for more details.

EXTRA ORDERS

What is an extra order?

An extra order is an order that you place in addition to the one included with your membership. Extra orders are mailed separately and come with their own dated contact sheet(s).

Can I place more than one order per month?

Yes! Any unused order credits will remain in your account and can be applied toward orders placed throughout the month. If you wish to place orders after using the order credits in your account, you can do so for a flat fee of 5 dollars plus 85 cents per print, after applying available print credits. Each order is mailed separately and comes with its own dated contact sheets.

How much does it cost to place an extra order?

Extra orders are charged a flat fee of 5 dollars + 85 cents per print after available credits.

Can I use my available credits when I place an extra order?

Yes! Print credits will be applied to your Mootsh orders, and you will only be charged for prints if your order’s print total exceeds your available credit balance. In that case, you will be charged 85 cents per print.

Why would I place an extra order?

Build your photo collection and catch up on past memories.

E.g., if you want to collect past months of photos organized by the date they were taken, you can place multiple orders, and for each, edit the date of the contact sheet. You will receive each dated batch in its own archival envelope.

 Mail photos to other people!

E.g., if you’re a photographer, you may wish to send photos to your mom, your BFF, and your clients the very same month!

Can I place an extra order if I don’t have any available credits?

Yes! Mootsh members can place extra orders at any time. Orders placed after using your available order credits will be charged a flat 5-dollar fee plus 85 cents per print after available print credits.

Why would I place an extra order instead of ordering extra prints?

An extra order comes as an independent batch with a contact sheet dated by month and year, which you may edit upon ordering. Extra orders also allow you to ship sets of photos to different addresses.

Extra prints are merely added to an existing order, and they are mailed together in one archival envelope. Prints in a single order share the same dated contact sheet(s).

MY PRINT CREDITS

How do print credits work?

Each renewal of your membership will add 10 photo credits (1 photo credit = 1 print) to My Mootsh. You can easily keep track of your current photo credits from the dashboard of My Mootsh.

What happens if I don’t upload photos one month?

If you don’t upload photos for any given month, your acquired print credits will simply roll over to the following month.

For instance, if you had 10 photo credits in January but did not upload any photos that month, your 10 print credits of January will roll over to February, taking your available photo credits in February to 20.

What happens if I want to print more photos than my available print credits?

If you want to print more photos after you’ve used all available print credits, you can. Each extra print will cost 85 cents. You will be notified when your order selection includes more prints than available credits. You will also be notified of the total cost of your prints before you place the order.

Can I use my available credits when I place an extra order?

Yes! And after all your available print credits are used, prints will cost 85 cents each.

Is there a cap to the number of photo credits I can accrue in my Mootsh membership?

No. As long as your account remains active your unused print credits will simply accumulate on your account. What is required to remain active? Make sure your payment information remains up to date so that your monthly renewal charge can be completed.

What happens if I cancel my membership with unused photo credits remaining?

When you cancel your Mootsh membership, and if you still have pending photo credits, you can still access My Mootsh until the end of the current month to redeem your prints. After that, any unused photo credits will be lost.

MY ORDER CREDITS

How do order credits work?

Each renewal of your membership will add 1 order credit (1 renewal = 1 order credit) to your My Mootsh account. You can easily keep track of your current order credits from the dashboard of My Mootsh.

What happens if I don't order photos one month?

If you don’t upload photos during a given month, the order credit you accrued that month will simply roll over to the following month and can be used at any time in the future (so long as your account remains active).

For example: your Mootsh membership renewed in January. At that time one order credit and ten print credits accrued in your account. The month gets busy and you forget to place your print order! Not to worry! Your order and print credits will roll over to February and you’ll then have two order and 20 print credits awaiting you when you’re ready to bring home your memories.

What happens if I want to place more orders than my available order credits?

You are welcome to place orders regardless of your order credit balance. Orders placed after using your available order credits will be charged a flat 5 dollar fee plus 85 cents per print after available print credits.

Is there a cap in the number of order credits I can accrue in my Mootsh membership?

No. As long as your account remains active your unused order credits will simply accumulate on your account. What is required to remain active? Make sure your payment information remains up to date so that your monthly renewal charge can be completed. It’s that simple!

QUALITY + SIZE

What print sizes does Mootsh offer?

Mootsh can print your photos in any of these 5 prints sizes:

  • 4 x 6 in
  • 4 x 4 in
  • 3.38 x 6 in
  • 3.75 x 5 in
  • 5 x 7 in

Can I choose the size of my prints?

My Mootsh allows you to select for each of your images one of four sizes. Use the cropping tool within My Mootsh to select the size you want and adjust the layout of your prints.

What if I don’t want to choose the size of my prints?

Unless you adjust the size of your prints in My Mootsh, we will automatically sort and print your images in the closest available print size. That way, if you don’t have the time or don’t want to choose the size of your images, you can let us do it for you!

Can I color edit my photos within MY MOOTSH?

The only editing tool in My Mootsh is a cropping tool that allows you to crop your photos to one of four available sizes. If you want to edit the colors, adjust the light, add filters, etc., you can do so in your photo app prior to uploading your images into My Mootsh.

What paper type will Mootsh print my photos on?

All our photos are printed on matte Fujicolor Crystal Archive Paper, an archival photographic paper designed exclusively to produce high-quality color prints.

SHARING MOOTSH

Can I mail orders to other people?

Yes! You have the option to edit the shipping address for each order on the “Review Your Order” screen of MY MOOTSH. You can send as many orders as you wish within a month (for a fee—see the section “Extra Orders”).

E.g., if you’re a photographer, you may wish to send photos to your mom, your BFF, and your clients the very same month!

Can I add a gift note when I mail orders to other people?

Yes, in the “Confirm” section of your order, make sure to select “Add a gift note to your order.” Then simply type your message in the dedicated box.

Can I gift a Mootsh membership to someone else?

Yes, you can gift a Mootsh membership to someone else. See the Mootsh eGift Card section of the FAQ for more information on Mootsh eGift Cards.

TROUBLESHOOTING

What if I haven’t received my photos?

If you haven’t received your photos within 10 days of your order for U.S. destinations or within 15 days for European destinations, please contact us at [email protected], and we’ll take care of you!

How do I cancel Mootsh?

You can cancel your membership from your Account Settings. To access your Account Settings, you must be logged in and click on the Profile icon on the top right corner of your screen. Select “Cancel Membership” at the bottom of the screen.

What happens when I cancel?

Once you cancel your membership, you will still have access to My Mootsh until the end of the current month and will be able to place your final order for that month. After that, all unused credits will be lost.

How can I keep track of the photos I already sent?

Once you have placed an order, you can review your latest order on the main screen of My Mootsh.

PROFILE INFORMATION

How do I update my payment information?

Login to My Mootsh and click on Payment in your Profile.

How do I change my billing or shipping address?

Login to My Mootsh and click on Addresses in your Profile.

How do I change my border preferences?

Login to My Mootsh and click on Account Settings. You will find a field where you can edit your default border preference.

Help! I forgot my password.

Go to your Login Page, click on “Lost Your Password?” and follow the directions.

Help! I forgot my email.

Send us an email at [email protected], and we’ll send you the email address you used to create your account.

MOOTSH GIFT CARDS

** I AM THE GIFTER **

What does a Mootsh eGift Card include?

A Mootsh eGift Card, when redeemed allows a gift recipient to become a Mootsh member. 10 photo prints are delivered to a gift recipient’s doorstep every month for the duration of the gift.

What is a Mootsh eGift Card?

A Mootsh eGift Card is a prepaid Mootsh Membership of 3, 6, or 12 months. It will encourage someone you love to select and print the photos of their treasured moments regularly. We print their photos on beautiful, high-quality paper and mail them to their doorstep.

How do I purchase a Mootsh eGift Card for someone?

Go to the Gift page on our website and select the gift duration of your choice. You will then be asked to fill in the information about your gift recipient as well as the date at which you’d like the eGift Card to be sent.

How much does a Mootsh eGift Card cost?

Go to the Gift page for information on Gift Card’s durations (3, 6, and 12 months) and pricing. (Pricing includes shipping for U.S. destinations only. It does not include taxes.)

Can I purchase a Mootsh eGift Card for someone outside the United States?

Unfortunately, your gift recipient needs to have a shipping address in the United States.

What happens once I purchase a Mootsh eGift Card for someone?

Once you purchase a Mootsh eGift Card, you will be asked to choose a date at which the eGift Card is sent. You will receive a confirmation email right after your purchase is completed.

How is my gift recipient notified of their gift?

Your gift recipient will be notified of their gift through an email that includes an eGift Card to redeem.

Do Mootsh eGift Cards expire?

No, Mootsh eGift Cards never expire.

** I AM THE GIFT RECIPIENT**

How do I redeem my Mootsh eGift Card?

When you receive a Mootsh eGift Card for a Mootsh Membership, you can redeem your Gift whenever it suits you by clicking on the Redeem Your Gift button included in your email.

Once you click on Redeem Your Gift, you will be taken through a few simple steps to create your account.

Do I need to add my credit card to redeem my gift?

No billing information will be required to create a Mootsh Membership account when it’s a gift.

What does my Mootsh Membership include?

Your Mootsh membership grants you 10 print credits every month (1 print credit = 1 print) and 1 order credit (1 order credit = 1 free shipping)

The Mootsh membership is a monthly photo print subscription.

Each month, Mootsh reminds you to choose and upload your favorite images into My Mootsh.

You place your order(s) in just a few clicks and receive your photos at your doorstep within 10 business days (for destinations within the United States).

Do I have to create a personal account on Mootsh.com?

Yes. Once you redeem your gift, you are asked to create your own account.

As a gift member, can I order extra prints?

Yes, you can order extra prints for 85 cents per print. The first time you place an order with extra prints, you’ll be asked for your credit card information. After that, your payment info will be stored to enable quick checkout.

As a gift member can I place extra orders?

Yes, you can place extra orders for a fee of 5 dollars / order (+ 85 cents / print after available credits are used). The first time you place an extra order, you’ll be asked for your credit card information. After that, your payment info will be stored to enable quick checkout.

What if I want to stop my membership before the end of my gift?

As a gift recipient, you cannot cancel your membership.

What if I want to pause my membership during the period of my gift?

As a gift recipient, you cannot pause your membership. Nonetheless, if there is a month for which you don’t have any photos to send, your unused credits will automatically roll over to the next month.

How do I know how many months of my gift I have left?

When you have a gift membership, the number of months you have left of your gift is indicated on the My Mootsh dashboard.

What happens once my gift is completed?

You will be notified at the beginning of the last month of your gift that you have until the last calendar day of that month to use the remainder of your order and print and credits. If you’d like to continue receiving prints every month, you may subscribe to Mootsh during the month following the end of your gift and you will carry any of your remaining order and print credits to your new membership.

What if I still have some print and order credits at the end of my gift?

You will be notified at the beginning of the last month of your gift that you have until the last calendar day of that month to use the remainder of your print and order credits.

Unless you create a regular membership account, you won’t have access to our upload platform at the end of your gift. We are happy to offer our gift recipients a 3 month grace period after the conclusion of your gift to take advantage of any remaining credits. (You’ll be provided with detailed info on how to send your images at the end of your gift)