FREQUENTLY ASKED QUESTIONS – teddyprintpocket
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A question about our products?

FREQUENTLY ASKED QUESTIONS

TEDDYPRINT® PRODUCTS

HOW MANY ROLLS OF PAPER SHOULD I BUY?

It depends on your budget and your needs. Know that it is possible to print up to 150 photos per roll.

DO I NEED TO CHANGE THE PRINTER INK?

Thanks to its ZeroInk technology, our TEDDYPRINT ® printers do not require ink, ribbon or thermal transfer ribbon. Simply load the paper , and you are ready to print.

CAN I PRINT IN COLOR?

Thermal printing only allows you to enhance your black and white photos.

HOW TO CONNECT PRINTER TO PHONE?

Connecting the TEDDYPRINT® printer to your phone is child's play. You will find all the instructions on our guide: How it works

WHY CAN'T I FIND A DEVICE TO PAIR ON THE APP?

Try charging the printer to make sure the bluetooth is working properly. The green light should be on.

WHY DOES SHE PRINT BLANK PAPER?

1. It may be caused by incorrect installation of the paper roll; try to install the paper roll in reverse direction. If it does not work, please use a new paper roll.

2. Please close the printer tightly before use. You should hear a click indicating that it is closed securely.

3. If the print head is damaged, please contact us.

ARE PRINTED IMAGES PERMANENT OR WILL THEY FADE OVER TIME?

Like all other thermal papers, prints will eventually fade. Our paper, under normal room temperature, will last from 10 to 25 years.

PLACE ORDER

HOW DO I ADD ITEMS TO MY CART?

On each product sheet you will find an "add to cart" button. Add the items of your choice one by one to your shopping cart. When you validate your cart, you can view the total amount of your order and move on to the next step.

HOW TO PLACE AN ORDER?

Take advantage of the shopping cart to make your purchases with ease: your order takes place in a few steps after your product selection. Our online store is open 24 hours a day, every day of the week. The ordering process is broken down into several steps:

1- Basket: check the contents of your order. At this stage you can modify the quantities, enter a promotional code.

2- Identification: enter your personal information and address and your delivery

3- Delivery: choose the delivery method you want according to the choices offered to you. The delivery times displayed run from the time your package is taken over by the carrier.

4- Payment: you are offered several payment methods, it's up to you to choose. Check the contents of your order on the summary: optional item(s) and service(s), delivery method and costs.

5- Order confirmation: to be sure that your order has been registered you must reach this stage. You can now print your order confirmation. You will also receive a confirmation by email with the reference of your order and the link for its tracking.

HOW LONG WILL MY ORDER TAKE TO PROCESS?

Orders are processed within 48 hours maximum. We do our best to process your order as quickly as possible.

ORDER TRACKING

You can track the progress of your order at any time using our online tracking service, or by contacting our customer service by email.

I MADE A MISTAKE IN THE SHIPPING ADDRESS. CAN I CORRECT IT?

We will be able to change the shipping address before your order is shipped. Once your order has been shipped, your shipping address will no longer be able to be changed.

All orders sent to an incorrect address will be the responsibility of the customer, and in no case of TEDDYPRINT®. No refund will be possible. The customer will have to place a new order to receive their items.

CAN I CHANGE OR CANCEL MY ORDER?

You can modify or cancel your order before it is prepared and shipped. Once your order has been shipped, no changes can be taken into account.

PAYMENT 

HOW CAN I PAY FOR MY ORDER?

We accept all major credit cards (VISA, Mastercard, Amex) as well as Paypal payments. We also accept bank transfers. If you wish to pay by bank transfer, please contact our services by sending an email to contact@teddyprintpocket.fr

IS THE PAYMENT SECURE?

When you place an order with your credit card, all information you enter is secured with SSL technology. Your information is encrypted and sent directly to our payment service where your payment request is authorized. Your banking information is not stored on our servers at any time.

MY CARD PAYMENT WAS DECLINED, WHAT SHOULD I DO?

First, check that your card's expiration date has not passed. If your bank transaction is refused, it may be because you have exceeded your authorized limit. To make sure, we invite you to contact your bank to check the amount of this limit. We also invite you to try another payment method. If the problem persists, contact us by email at contact@teddyprintpocket.fr so that we can find a solution together.

WHAT HAPPENS WHEN I RECEIVE MY PAYMENT?

Upon receipt of your payment, your order is validated by our services. Validation of your order automatically triggers the preparation process (subject to the availability of products in stock).

DELIVERY

WHAT ARE THE DELIVERY TIMES?

Our delivery times are between 5 and 10 working days for France. (During promotions, we record a large number of orders which can slightly extend our delivery times).

Find out more about delivery times by country here: Track my order

I HAVE NOT RECEIVED A CONFIRMATION EMAIL, WHAT SHOULD I DO?

If you did not receive a confirmation email with an order number, first check your spam folder. If you still do not see an email, then it is probably a typo. (gmial instead of gmail for example)

It also happens that certain mailboxes like @neuf, @hotmail or @wanadoo block our emails.

If you have any doubts, do not hesitate to contact us at contact@teddyprintpocket.fr. We will check your information together.

HOW DO I TRACK MY PACKAGE?

To track your package, you can use our order tracking page:

Track my order

To do this, you must have:

  1. Your order number
  2. The email address used during your purchase.

MY ORDER IS INCOMPLETE. WHERE ARE THE MISSING ITEMS?

If you order multiple items at once, we sometimes have to split the order into multiple packages as we cannot fit everything in one box.

Please feel free to contact us at contact@teddyprintpocket.fr for assistance.

DO YOU SHIP TO MY COUNTRY?

We deliver worldwide (except exceptions), if you have any doubts do not hesitate to contact us at contact@teddyprintpocket.fr.

List of countries served and delivery times: Delivery information

LOST PACKAGES AND DELIVERY INCIDENTS

In the event that the carrier confirms delivery but you have not received the package, TEDDYPRINT® is not responsible for the non-receipt of the order by you. We invite you to contact the local distribution agency (La Poste for France, Swiss Post for Switzerland, Bpost for Belgium) to explain the situation to them.

Please note that in rare cases customs may delay the delivery time of your order.

Also, if your order contains multiple items. You will definitely not receive all the products at once. We ship orders from multiple warehouses based in Europe and Asia depending on the order volume.

I RECEIVED MY ORDER BUT THE ITEMS ARE DAMAGED. WHAT SHOULD I DO?

We invite you to contact our customer service within a maximum of 24 hours after receiving your order. You will need to indicate your order number and provide evidence (photos and videos) showing the damage.

For more information, please see our return policy.

I STILL HAVE NOT RECEIVED MY PACKAGE, WHAT SHOULD I DO?

If you have not received your order after 6 weeks, we invite you to contact our customer service by email at: contact@teddyprintpocket.fr.

RETURNS

THE ITEM I RECEIVED DOES NOT MATCH THE ITEM I PURCHASED. WHAT SHOULD I DO?

If the item you received does not match the one you purchased, you have 14 days to notify us.

We invite you to write to contact@teddyprintpocket.fr indicating the subject of your request and your order number.

HOW TO RETURN A PRODUCT?

If you are not happy with your purchase and wish to return a product, please contact us within 14 days. To receive a refund, you must follow the instructions detailed in our return policy.

IS SHIPPING REFUNDED ON A RETURN?

Whatever the reason, please note that all costs inherent in returning the product(s) remain the responsibility of the customer.

HOW LONG DOES THE RETURN PROCEDURE TAKE?

The return procedure can take up to 14 working days from the day we receive the returned product in our warehouses.

We will send you an email to confirm that your return has been taken into account.

CONTACT

HOW TO CONTACT YOU?

You can contact us by email at: contact@teddyprintpocket.fr

We will respond to your message as quickly as possible, usually within 24/48 hours.