FAQs

FAQs

MOOTSH MEMBERSHIP

What is a Mootsh membership?

A Mootsh membership is a monthly photo print subscription; members receive one order credit and 10 print credits monthly. Mootsh sends reminders to upload and print your favorite photos, and orders ship within 2-5 business days and arrive in our signature packaging.

How much does a Mootsh membership cost?

A Mootsh membership is $16/month. It automatically renews and is billed monthly. You can cancel at any time.

What is included?

A Mootsh membership includes:

  • One order of 10 prints per month 
  • Reminders to upload your monthly photos
  • Complimentary shipping within the US

When will I be billed?

  • Membership renews monthly on the anniversary of your subscription date.
    For example: Those who subscribe on August 15 will be billed on the 15th of each month. 
  • Members who subscribe on the last day of a month will notice their renewal processes vary in accordance with the last day of the calendar month. For example: Those who subscribe on August 31 will be billed again on September 30.

How do I skip a month?

If you want to pause your membership, you have the option to skip your next renewal. To skip your next renewal log in to MY MOOTSH and select Skip Next Renewal in your Account Settings before your next renewal processes.

What happens when I skip a month?

  • You will not be billed for your skipped month.
  • You can skip one month at a time.
  • You will not receive any new print or order credits nor reminders to upload your photos. 
  • You will still be able to access your account and use your accrued print and order credits.

How do I cancel my Membership?

You can cancel your membership at any time. To cancel, log in to MY MOOTSH and select Cancel Membership in your Account Settings. 

What happens when I cancel my membership?

  • Your membership will be canceled immediately and you will no longer renew or be charged.
  • You will have a 60 day grace period of complimentary access to use any remaining print and order credits.
  • Your account will deactivate after the grace period.
  • If you choose to resubscribe to Mootsh during the 7 days following your account deactivation your remaining credits will roll seamlessly into your new account.
  • Credits remaining in your account 8 days after its deactivation are nonrefundable and cannot be retrieved.

SHIPPING

Is shipping free in the United States?

Yes, shipping to all 50 states and US territories is free!

Does Mootsh ship to APO/DPO addresses?

Yes, we do.

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?

Most photos ship via USPS within 2 to 5 business days. Larger orders may ship via UPS. You receive an email that includes 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 prior to submitting your order. 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 PRINT 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 sheets – a dated, single sided album of thumbnail images from your order.

How many photos can I print per order?

You can print up to 120 photo prints per order.
For the best experience, we advise that you upload up to 60 photos from your smartphone, and up to 120 photos from your desktop.

What is a contact sheet?

  • Contact sheets are the dated, single sided album of thumbnail images that are included with every order.
  • One contact sheet contains 10 thumbnail images; orders of more than 10 photos will receive multiple contact sheets.
  • You may select only one month per order to feature on the contact sheets, no matter how many photos are in your order. For example, if you order 20 photos, both contact sheets will show the same month and year.

How do I upload my photos?

You can access MY MOOTSH from either your phone or your desktop. You can start your order, save your selections and complete your order at any time, from any device.

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 60 photos when uploading from your phone and that you use the desktop version of Mootsh for larger orders (60–120 images).

Once uploaded, photos will automatically be sorted by the image size closest to their original ratio. 

Step 2: Edit  your order

Once your photos are uploaded, you will see your selections in a thumbnail gallery, sorted by print size (photos are automatically sized in the ratio closest to their original dimensions).
From this screen you can:

  • Refine your selection: remove unwanted images using the trashcan icon in the upper left corner of the window and then tapping the photos you wish to remove. You can also 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: If you wish to resize your images you can do so by clicking on the thumbnail of an image and selecting  Adjust Size to customize the crop. If you do not edit the image sizes they will automatically be printed in the size closest to their original ratio.
  • Save your order for later: start your order today, and complete it when you’re ready! Click Save for Later and your uploaded photos will be waiting for you the next time you log in.

Step 3: Review Your Order

From this screen, you can:

  • Edit your contact sheet date: use the drop down menu to select the month and year you wish to feature on the contact sheet (the dated thumbnail image gallery) included with your order. If you do not edit this section it will print with the date of the current month.
  • 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 Settings.
  • Review a summary of your order: verify the total number of prints, quantities of each image and the size of the prints in your order.
  • Go back to your selection: if you’re unsure about your photo selections and want to refine it, click on the Back button at the bottom of the page (not your browser’s back arrow), and you’ll be guided to the previous step. 

Step 4: Confirm your order
From this 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 Settings.
    • Add a gift note: use this space to send a note to a gift recipient, or to summarize the month of photos for your own albums! Use up to 320 characters/8 lines to tell your story. Sorry, emojis are not supported.

 

  • Review your extra prints order: if you order more prints than your available print credits, we’ll direct you to a checkout page to pay for your extra prints. Click Continue to Payment to complete your order.
  • Place your order: when you’re ready, click Place Your Order, and your photos will be sent to our photo lab. Print sizes, contact sheet details, and border preferences may not be edited after placing your order.

 

When is the best time to upload my photos?

You can upload your photos at any time.

Will I be reminded?

Mootsh was designed to help members develop a monthly printing routine, and sends reminders each month to help build their printing practice. Throughout the month, we’ll reach out with reminders (up to three emails and a text message) to upload your photos if you’ve not already done so.

Will I lose my credits if I don't upload before my renewal date?

No. Unused credits will roll over to the following month and can be used at any time so long as your account is active.

Can I collect previous months of photos?

If you want to collect past months of photos organized by the date they were taken, you are welcome to  place extra orders. All extra orders come with their own contact sheets dated by month and year, which you may customize prior to completing your order, making it easy to catch up on memories made before joining Mootsh! . See the section “Extra Orders” for more details.

Can I request a specific packaging design for my order?

Our customers love our vintage inspired sleeves! At this time we are unable to accommodate individual requests to personalize order packaging, but hope to offer such services in the future.

EXTRA ORDERS

What is an extra order?

An extra order is an order that you place after using all of your available order credits. Extra orders are mailed separately and come with their own dated contact sheet(s).

Can I place more than one order per month?

Yes! You may place as many orders per renewal period as you wish. Previously unused order and print credits will remain in your account and will be applied toward orders placed throughout the month.  Extra orders are  mailed separately and come with their own dated contact sheets.

How much does it cost to place an extra order?

Extra orders are $5.00 per order, inclusive of shipping and processing.

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

Yes! Available print credits will be applied to your Mootsh orders, and you will only be charged for the order or prints if you have previously depleted your order and print credits. In that case, you will be charged $5.00 and $0.85 cents per print.

Why would I place an extra order?

The reasons for extra orders are as unique as your memories! Our members most frequently place additional orders in order to build their photo collection and catch up on past memories or mail photos to loved ones. Extra orders are also perfect for professional photographers, and those interested in sending photos for gift occasions! Since all extra orders contain their own contact sheet and shipment preferences you can easily order photos chronologically and ship them anywhere in the United States.

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

An extra order comes as an independent batch with its own contact sheet(s) 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 packaged and mailed together. 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 print credits to your  MY MOOTSH  account. You can easily keep track of your current print credits from your account dashboard.

What happens if I don’t upload photos during one renewal period?

If you don’t upload photos during a given renewal period, the order credit you accrued that month will simply roll over to the following renewal period  and can be used at any time in the future (so long as your account remains active).
For example: your Mootsh membership renewed on January 15. 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 into your February 15 renewal period and you’ll then have 2 order credits and 20 print credits awaiting you when you’re ready to bring your memories home.

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

You are welcome to order prints after using your account’s available print credits! Each extra print will cost $0.85. You will be notified when your order selection includes extra prints and will be notified of the cost for these extra prints before placing your order.

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

Yes! Available print credits will be applied to your Mootsh orders, and you will only be charged for the order or prints if you have previously depleted your order and print credits. In that case, you will be charged $5.00 and $0.85 cents per print.

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 and order credits will simply accumulate in your account. What is required to remain active? Keep your payment information up to date so that your monthly renewal charge can be completed!

What happens if I cancel my membership with unused print and/or order credits in my account?

  • Your membership will be canceled immediately and you will no longer renew or be charged.
  • You will have a 60 day grace period of complimentary access to use any remaining print and order credits.
  • Your account will deactivate after the grace period.
  • If you choose to resubscribe to Mootsh during the 7 days following your account deactivation your remaining credits will roll seamlessly into your new account.
  • Credits remaining in your account 8 days after its deactivation are nonrefundable and cannot be retrieved.

MY ORDER CREDITS

How do order credits work?

Each renewal of your membership will add 1 order credit to your MY MOOTSH account. You can easily keep track of your current order credits from your account dashboard.

What happens if I don't order photos during one renewal period?

If you don’t upload photos during a given renewal period, the order credit you accrued that month will simply roll over to the following renewal period  and can be used at any time in the future (so long as your account remains active).
For example: your Mootsh membership renewed on January 1st. 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 into your February 1st renewal period and you’ll then have 2 order credits and 20 print credits awaiting you when you’re ready to bring your memories home.

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

You are welcome to place orders regardless of your available order credits. Orders placed after using your available order credits will be $5.00, inclusive of shipping and processing.

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 in 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 print sizes:

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

Are all print sizes included in my membership?

Yes! You can select any of the five sizes at no additional charge.

Can I adjust the size of my prints?

MY MOOTSH allows you to select for each of your images one of 5 sizes. Use the cropping tool within MY MOOTSH to select the size you want and adjust the layout of your prints.

What if I want to print a photo in multiple sizes?

In order to print multiple sizes of a photo you must upload it twice and adjust the size of each uploaded image.

What if I don’t adjust the size of my prints?

If you don’t adjust the size of your prints in MY MOOTSH, we will automatically size and print your photos in the ratio closest to their original dimensions.

Can I color edit my photos within MY MOOTSH?

At this time we do not offer the option of color-editing your photos. If you want to edit the colors, adjust the light, add filters, etc., you can do so in your preferred 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.

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

Yes, you can add a gift note to any order – whether shipping to yourself or someone else!

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 giving the gift of Mootsh.

TROUBLESHOOTING

How will my photos ship?

Nearly all Mootsh orders ship via USPS First Class package service. Larger orders may ship via UPS. You will receive tracking information as soon as your order ships.

What if I haven’t received my photos?

If you haven’t received your photos even though your tracking number shows your envelope was delivered, please contact us at [email protected], and we will be happy to assist.

How do I cancel my Mootsh membership?

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. You may also reach out to us via email for assistance in canceling your account.

What happens when I cancel my membership?

  • Your membership will be canceled immediately and you will no longer renew or be charged.
  • You will have a 60 day grace period of complimentary access to use any remaining print and order credits.
  • Your account will deactivate after the grace period.
  • If you choose to resubscribe to Mootsh during the 7 days following your account deactivation your remaining credits will roll seamlessly into your new account.
  • Credits remaining in your account 8 days after its deactivation are nonrefundable and cannot be retrieved.

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

You can review only your most recent order on the main screen of MY MOOTSH before starting a new order.

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.

How do I reset my password?

From the Sign In screen, click on “Lost Your Password?” and follow the directions to request a reset link.

How do I change the email address associated with my membership?

If you wish to change the email address associated with your membership, or if you forgot which address you originally used you may send us an email at [email protected], and we will be happy to assist you.

MOOTSH GIFT CARDS

** I AM THE SENDER **

What is a Mootsh eGift Card?

A Mootsh eGift Card is a prepaid Mootsh Membership of 3, 6, or 12 months. The eGift Card, when redeemed, allows a gift recipient to become a Mootsh member for the duration of the gift. Gift members receive one order credit and 10 print credits monthly. Mootsh sends reminders each month to upload and print their favorite photos, and their prints arrive at their doorstep in our signature packaging.

Can I purchase a physical gift card?

At this time we offer only electronic gift cards which are sent via email.

How do I purchase a Mootsh eGift Card?

Go to the Gifts 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 on which you’d like the eGift Card to be sent.

How much does a Mootsh eGift Card cost?

Go to the Gifts page for information on the eGift 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?

No, your gift recipient must have a shipping address in the United States.

When will the Mootsh eGift Card be sent?

Once you purchase a Mootsh eGift Card, you will be asked to choose the date on which the eGift Card is sent: you can choose to send immediately or on the date of your choice.

Do Mootsh eGift Cards expire?

Un-redeemed Mootsh eGift Cards never expire. Once a recipient clicks the redemption link in their gift email, their membership begins and will expire at the end of the selected time period.

** I AM THE GIFT RECIPIENT**

How do I redeem my Mootsh eGift Card?

When you receive a Mootsh eGift Card you can redeem your Gift whenever it suits you by clicking on the Redeem Your Gift button included in the email.
Once you click on Redeem Your Gift, you will be taken through a few simple steps to create your account.

Will my eGift Card expire?

Un-redeemed Mootsh eGift Cards never expire.
Your membership begins immediately upon clicking the redemption link in your gift email and creating your account and will expire at the end of the selected time period.

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

No billing information is required when activating a Mootsh Gift Membership. You will only need a credit card if you place extra orders or additional prints.

What does my Mootsh Gift Membership include?

A Mootsh gift membership is a 3, 6, or 12 month photo print subscription; gift members receive one order credit and 10 print credits monthly. Mootsh sends reminders to upload and print your favorite photos, and orders ship within 2-5 business days and arrive in our signature packaging.

As a gift member, can I order extra prints?

Yes, you can order extra prints for $0.85 cents per print. The first time you place an order including extra prints, you’ll be asked for your credit card information. After that, your payment information 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 $5.00 dollars per order (+ $0.85 cents per print after applying available credits). 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 gift membership before it ends?

As a gift recipient, you cannot cancel your membership before its planned expiration date.

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 into the next monthly renewal period and will be available to use at any time before your gift membership expires.

How do I know how many months of my gift remain?

When you have a gift membership, the number of months remaining in your gift is indicated on the MY MOOTSH dashboard.

What happens once my gift ends?

  • You will be notified of your gift’s expiration date at the beginning of your last renewal period.
  • You will have a 60 day grace period of complimentary access after your gift’s expiration date to access and use any remaining print and order credits.
  • Your account will deactivate after the grace period.
  • If you choose to resubscribe to Mootsh during the 7 days following your account deactivation your remaining credits will roll seamlessly into your new account.
  • Credits remaining in your account 8 days after its deactivation are nonrefundable and cannot be retrieved.

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

  • You will have a 60 day grace period of complimentary access after your gift’s expiration date to access and use any remaining print and order credits.
  • Your account will deactivate after the grace period.
  • If you choose to subscribe to Mootsh during the 7 days following your account deactivation your remaining credits will roll seamlessly into your new account.
  • Credits remaining in your account 8 days after its deactivation are nonrefundable and cannot be retrieved.