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 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 photo credits every month (1 photo credit = 1 print).

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.

*Shipping is free within the United States. An extra shipping cost applies for destinations outside the United States.

When do I get billed?

Mootsh membership is a monthly subscription that automatically renews on the 5th of every month at 12:01 a.m. (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 still upload photos during the month skipped. It will simply skip the renewal of your billing and the addition of 10 photo credits that month. You always have the option to upload pending photo credits or to purchase extra prints.

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 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.

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!

How much does shipping cost to destinations outside the United States?

Mootsh ships to any European destination for an additional $5.

If you’re interested in starting a Mootsh membership and live outside the United States or Europe, please email us at info@mootsh.com, and we’ll be happy to look into shipping options for your destination.

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 same country as your default address.

MY MONTHLY PHOTO ORDER

How many photos can I print each month?

Each month, you will be able to print from 1 to 120 photo prints.

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.

Can I place multiple orders each month?

Your Mootsh membership only allows for one upload/one order per month.

Once you’ve uploaded photos for the current month, you’ll be able to start adding more photos on the 5th of the following month.

How do I upload my photos?

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

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

MY PHOTO CREDITS

How do photo 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 photo 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 photo 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 photo credits?

If you want to print more photos than your available photo credits, you can. You will be notified when your order selection has more prints than your available photo credits. You will also be notified of the cost of your extra prints before you place your order.

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

Yes, Mootsh membership only allows your photo credits to accrue to 120. After you reach 120 photo credits, your membership will stop auto-renewing until you use part (or all) of your photo credits.

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.

QUALITY + SIZE

What print sizes does Mootsh offer?

Mootsh can print your photos in any of these 4 prints sizes:

  • 4 x 6 in / 10 x 15 cm
  • 4 x 4 in / 10 x 10 cm
  • 3.8 x 6 in / 8.5 x 15 cm
  • 7.5 x 5 in / 9.5 x 12.7 cm

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 send my photos somewhere else?

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

Note: You can only ship to addresses in the same country as your default address.

Can I gift a Mootsh membership to someone else?

Yes, you can gift a Mootsh membership to someone else. See the Mootsh Gift Membership section of the FAQ for more information on Mootsh gift memberships.

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 info@mootsh.com, 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 info@mootsh.com, and we’ll send you the email address you used to create your account.

MOOTSH GIFT MEMBERSHIP

** I AM THE GIFTER **

What does a gift membership include?

A gift membership includes 10 photo prints delivered to the gift recipient’s doorstep every month for the duration of the gift.

What is a gift membership?

A gift membership is a monthly print subscription that 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 gift membership for someone?

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 at which you’d like the E-Gift Card to be sent.

How much does a gift membership cost?

Go to the Gifts page for information on gift 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 gift membership for someone outside the United States?

Yes, but be aware that shipping will be at the expense of your gift recipient.

What happens once I purchase a gift membership for someone?

Once you purchase a gift membership, you will be asked to choose a date at which the E-Gift Card is sent. You will receive a confirmation email right after your purchase is completed. You will also be notified once your gift recipient receives their E-Gift Card

How is my gift recipient notified of their gift?

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

Do Mootsh E-Gift Cards expire?

No, Mootsh E-Gift Cards never expire.

** I AM THE GIFT RECIPIENT**

How do I redeem my gift membership?

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

Once your 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 membership?

No billing information will be required to create a gift membership account.

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.

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

As a gift recipient you cannot cancel your gift 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 membership 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 membership is completed?

You will be notified at the beginning of the last month of your gift that it is the last month of your gift. You have until the last calendar day of the month to use whatever photo credits you have left.

If you’d like to continue receiving prints every month, you may subscribe to a regular plan during the month following your last month of gift membership and carry any pending photo credits you may have to your new membership.

What if I still have some photo credits at the end of my gift membership?

You will be notified at the beginning of the last month of your gift that you have until the last calendar day of the month to use any pending photo credits you may have.

Unless you create a regular membership account, you may lose any photo credits you may have at the end of your gift.