FAQ | General

Our FAQ

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Please have a look through the following generally asked questions.
If there is still something you need help with, please contact our support at cs@photoflashdrive.com.

Artwork Requirements

Artwork Requirements We vector and scale the artwork so that the same file can be uploaded once and used on multiple products. You do not need to make the art in any specific dimensions or color and we prefer that you do not size it exactly to the product. We prefer an .ai or .eps file, however, any standard file extension is acceptable, as long as it is a high resolution (300 dpi or higher). When uploading the artwork, the file size must be smaller than 8MB.

Artwork Problem / Questions

Please email our Art Department at artservices[at]photoflashdrive.com

Outlining Fonts

Fonts must be converted to outlines because if we do not have your specific font, the file can become distorted or be substituted for a “closest match”. Outlining fonts ensures that the information you see is the same as the infromation we will see. In Illustrator Mac OS, the hotkey is Shift+Cmd+O and in Windows it is Shift+Ctro+O.

Uploading Artwork Multiple Times

We strongly encourage customers who are using the same artwork on all drives/orders for side 1 to upload only once. This helps with consistency, and eliminates the possibility of different interpretations of the artwork or errors in the file and uploading process. To use the same artwork and only upload once, simply create an account or log in if you are an existing customer. You can register or log in by clicking the top left hand corner of the screen. Once you are logged in and upload the first time, you will be asked if you’d like to use the artwork in your account when you customize additional products.

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Digital Preview

When you upload your logo, a pop up will appear asking if you would like to order a digital preview. If you select this option one will be emailed to you within 1-2 business days from order being placement. Your order will not be released to production until we have your approval.

Digital Preview Fee(s)

Digital previews are available at the time you place your order for a small fee of $5.00. This fee covers the cost of an Art team member who will work with you on any revisions that are necessary until you are completely happy with the outcome!

Waiting for Your Preview?

Our typical turn time to get the preview to you is 1-2 business days.
If you have not heard from us PLEASE do check you Spam folder before contacting us. If you still don't see it, please contact

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Capacity Question

It is necessary for a flash drive to allocate a small amount of space to support internal controller and file systems when the drive is formatted. It is standard for 5-10% of a drive's capacity to be reserved as unusable space. It is also standard industry practice to state a flash drive's capacity based on physical memory, not available memory.

What Type of Flash Do You Use?

At photoflashdrive.com, we use the very best product possible for delivery of photos. Ours is higher quality original flash geared for use by photographers for loading high quality photos quickly and to the limits of capacity.

Higher Price for Flash on PhotoFlashDrive

We use high quality Original Flash, the best product possible for delivery of photos. It’s geared specifically for loading high res images quickly and to full capacity. Not unlike CF Cards with good, better, best in quality, ours is the best quality flash available, which comes at a higher price point.

How Do I Delete Contents on a Drive

If you are a Mac user, when you delete files from a drive, you have to actually empty the trash for the space to be freed (OR) eject and re-insert the drive. When you delete contents on a drive and then eject it, the disk should be cleaned. The other option is to format the drive as this will clean everything off of it, including any hidden files.

How Many Photos Will Fit On A Flash Drive?

Because that can vary greatly by camera, model, and settings, we can’t really say how many photos will fit. A 4GB flash drive is the same size as a DVD. If you know how much of a DVD you fill up, you can use that to judge how many GB’s you will need. See Comparison Chart

Are Your Drives Formatted?

Our drives come formatted and are computer ready right out of the packaging. Some customers prefer to format the drives as a standard operating procedure for a variety of reasons. If you choose to format your USB device, please use the FAT32 file system for drives up to 16GB. For drives 32GB and over, please use exFat.

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How long will my wine box take to make?

The wine box production time is approximately 2 weeks from the receipt of the inner file. Once we receive the inner file, we send the images off to print at the end of each week. We receive the prints and assemble the boxes the following week.

How do I send you my inner file?

Within 1 business day of placing your order, you will receive an email with instructions on how to send us your inner image. We use a website called WeTransfer, which is similar to DropBox, and is a file sharing website. It allows the transfer of files up to 10GBs, so the size of the image won’t be an issue. We will email you instructions on how to name your file, how to save your file, and how to send it.

What if I don’t have Adobe Illustrator or PhotoShop?

Not a problem - create and crop an image down to size and we will position it for you. For more information on the size, resolution, bleed and placement (to account for the crease down the middle of the image), please email Rebecca at rhatch@pexagontech.com.

Can I rush the order?

At the moment, we can’t commit to a one day turnaround on these boxes (see question one), but if you have an in hands date, email Rebecca and let her know – she will let you know the soonest we can get your order shipped, and we will try to accommodate any delivery dates we can.

I’m not sure how to place or crop my image in the templates.

Please contact Rebecca at rhatch@pexagontech.com. Let her know whether you are using the Illustrator version or the PhotoShop version. She will be happy to walk you through the placement.

What if I want to place an order for more than one box at a time?

No problem – if the front plate on the box and/or the ribbon color will be different, we recommend sending the files separately via WeTransfer (it’s ok to place the orders together). In the notes section on the WeTransfer website, please leave a note that states which box on the order the image belongs to. We will send you an email to confirm that we have the right image on the right box before assembling and shipping the order.

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Order Changes / Corrections

Did you make a mistake with your order or need to correct something? - Same day as your order? - Don't Worry!

Changes MUST be emailed to OrderChanges@photoflashdrive.com
and received NO LATER than Midnight on the day the order is placed
 

Cart issue? - No FedEx or USPS Rates

Does the total items in your cart match the items you see in your cart?
Rarely but it can happen - your cache file can get corrupted.
To fix, you will need to reset your cart - this will remove all items in the cart and you will have to upload art and re-enter your order! To reset, please click here

Problems Ordering?

Please contact out Customer Support Team at support[at]photoflashdrive.com or call (203) 433-0482

Order Status

Please contact our Customer Support Team at support@photoflashdrive.com or call (203) 433-0482.

When will I receive my order?

Orders placed before Midnight EST will begin processing the next business day and will ship immediately after manufacturing has completed. Order processing and manufacturing can take up to 3-5 business days (unless specified otherwise). Business days do not include weekends or major holidays.
After processing is complete and the order has shipped, the delivery date is determined by the speed of the shipping method that you have selected. For example, Next Day Shipping means you will receive your order 1 business day after your order has finished processing. (Shipping via USPS can take 4-10 business days for delivery)

How do I expedite my order?

You have the option at checkout of expediting your order for an additional fee of $50.00. Expedited orders ship within 1 business day from time of purchase.
Please note that expedited orders do not included expedited shipping. Transit time on expedited orders is additional and you will still need to select your ship method.
You also have the option at checkout to upgrade your shipping and will be given rates/ship options.

How can I reorder?

If you have ordered on this site in the past year, simply log into your account, hit the “Reorder” button for the corresponding order on your account page and you are good to go!

Combining Products

Our tiered pricing is by SKU, therefore you cannot combine different capacities or different products to receive the next price break.

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Shipping Costs (Domestic U.S.A.)

U.S. Postal Service and FedEx shipping options are available for Domestic US addresses.
Free Ground Shipping for orders over $200.    

Shipping methods & costs vary depending on the ship to location, estimated shipping weight and total value of the order in your shopping cart.

FedEx services include, Ground, Express, 2-Day, Next-Day (E.O.D.) and Next-Day 10AM.

Shipping to Canada

We use a Flat Rate Standard service to Canada at the rate of $28.50.
Transit time is 6 to 10 business days. (Average number of days may vary based on origin and destination.)

Please Note: you will be responsible for any and all duties and taxes imposed by Canada, as well as any toll fees that may be applicable for shipping internationally. Please check your country's import/duty/VAT policies before you order!

International Shipping

We actively ship to over 50 countries worldwide.
You can make orders directly through our site for the U.S.A, Canada, Mexico, European Union, Singapore, Hong Kong, Australia and New Zealand.

For any other location, we can process your international order(s) manually with a $200 minimum order.
If interested please email info at photoflashdrive.com.

Please Note: you will be responsible for any and all duties, taxes and fees imposed by the country you are shipping to.
Please check your country's import/duty/VAT policies before you order!


For current import taxes and information, please try DutyCalculator.com/country-guides

International Shipping Rates

Depending on the country, we can ship via U.S. Postal Service, FedEx or our own EuroPost (European Union Only).

Please click here for International Shipping Information and rates click here.

International Duties / Fees

All countries vary in import duties and taxes.

Please Note: you will be responsible for any and all duties, taxes and fees imposed by the country you are shipping to.
Please check your country's import/duty/VAT policies before you order! We cannot advise what these charges will be.


For current import taxes and information, please try DutyCalculator.com/country-guides

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Sample Program

Each flash drive category has a “SAMPLE” product in addition to the available capacities. You will be able to configure sample drives just like any other but they will be non-working and priced at 50% off of the 1 piece price of the lowest capacity in that category. For packaging, we have a coupon generator form located here: http://photoflashdrive.com/Packaging-Sample/. Once you complete the form, you will get a coupon good for 50% off up to 5 customized packages (Bundles and Ghionis excluded). “SAMPLE” packaging will be visibly marked “SAMPLE” somewhere on the product.

Sample Code Not Working

Please contact our Customer Support Team at support@photoflashdrive.com or call (203) 433-0482

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Business Hours

Our business hours are Mon.-Fri., 9AM-5PM EST. When contacting us outside of these hours, please expect a response next business day.

Order Changes / Corrections

Did you make a mistake with your order or need to correct something? - Same day as your order? - Don't Worry!

Changes MUST be emailed to OrderChanges@photoflashdrive.com
and received NO LATER than Midnight on the day the order is placed
 

Cart is Empty/Items are Disappearing

This sounds like a possible cookie issue. Please try to clear all your cookies, close the browser and re-open and try again. Sometimes information can get mixed up within the cookies stored on your system and cause issues.

Below are some links to assist you in the different browsers on how to do this: Chrome     |     Safari     |     FireFox     |     Internet Explorer.
 

Color Wash Products

We have discontinued the color wash drives on our site. While many people like the rough look, there are too many others that do not.

Contact Us

To contact one of our specialists, please click here.

Customization Cost

Our pricing includes free customization with no additional set-up.

Defective Product

To report a problem with a product you've received, please contact our Customer Support Team or call (203) 433-0482.

Newsletter

To sign-up to receive our free newsletter, please click here.

Prepaid Codes

Have a question about redeeming your code? Click here: giftcards@photoflashdrive.com

Return Policy

Customized items cannot be returned for refund. Non-customized items can be returned minus a 15% restocking fee within 30 days from the date of purchase.

Sponsorship Opportunities

Please contact marketing@photoflashdrive.com.

Sustainable Wood Boxes

Our Rustic Wood and Color Wash Boxes are made of pine with solid birch tops. They are not considered sustainable.

VU Player

Thank you for your continued interest in the VU players. Since our beta launch earlier this year we have been working hard to create the perfect VU experience, as such, we are delayed on their launch but hope to have some updates in the coming month(s).

The software for the beta units can be downloaded from http://photoflashdrive.com/VU-Player/Beta however, please note, this software is PC only compatible. Future units will be Mac and PC compatible.
While we are finalizing the development, we do still have some more beta units available should you wish to do any further testing.

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