How long will it take to
get my products once you’ve received my order?
We will ship your video products within 10 business days
from the time we receive your complete order. All products are shipped USPS first
class mail with a delivery time of 5-7 business days.
Can I get my order faster
than that?
Yes, for an additional charge, PixFusion can rush your
order.
5 Day Express
For an additional $10, we will
process and ship your order within 5 business days from the day we receive your
completed order. 5 Day Express orders will be shipped via USPS First Class Mail
(expect 5-7 business days for delivery).
How much is shipping and
handling?
Shipping is calculated from your order total as follows:
Order Total Shipping and Handling
$0-$45 $4.95
$46.00-$70.00 $6.95
$71.00-$100.00 $9.95
$101.00-$150.00 $12.95
$151.00+ $15.95
Do you ship to
Canada?
Are there extra shipping costs for Canada?
Yes we do ship to Canada. There are no extra shipping costs,
the shipping cost is the same as in the states, however all Canadian shipments
are sent via USPS Airmail which can take up to 10 business days for delivery.
What kind of photograph of
my child do you recommend I send in?
We recommend you send us a COLOR snapshot or portrait
photo of your child that meets the following guidelines:
- Your child’s face is at least the size of a quarter, the
bigger the head is in the photo the better
- Your child’s face is clear and well-focused
- Your child’s face (including the hair) is not obstructed
by any object or cut off in the photo
- Your child is not wearing a hat or large bow
- Your child is facing the camera
Keep in mind that the way the child’s head appears in the
photo is exactly how it will appear in the DVD.
We reserve the right to
refuse any customer submitted photos at our sole discretion.
Can the photograph I
submit have people in it other than my child?
No, please submit a picture of only the child you wish to
see star in your DVD. If you don’t have a single shot you can send in a photo
with more than once child as long as it is clearly indicated directly on the
photo which child is the intended star.
Can I send more than one
photograph if I’m not sure which one will be best?
You can only upload one photo with each order. Please read
the specifications for an ideal photo carefully. The photo you upload will be
the photo used in the DVD, no late substitutions will be accepted.
If I mail my photo, will
it be returned?
No, due to the nature of our production process we are not
able to return your photo.
How do I send you the
photo?
You can send us your photo(s) in two different ways:
- You can upload your photo along with your order via our
website.
- You can send your photo(s) via e-mail to info@kideo.com.
Photos must be attached as a JPEG file (.jpg). Please include your Order
Confirmation number, Child's name and Product ordered in the subject of
the email.
If you chose to upload a photo please stick to the following
guidelines:
- Image must be in JPEG/JPG format
- Image size must be no larger than 2MB
- Please make sure the file or folder containing the photo
does not have a period (.) in the name. If it does it must be renamed in
order to upload successfully.
- If in doubt that your photo successfully uploaded please
also email a photo as directed above. Please include your Order
Confirmation number, Child's name and Product ordered in the subject of
the email
If I send in my photo
after I’ve placed my order, will you know whose it is?
Just write your child’s first name and your confirmation
number in the subject heading of the email and we’ll match it up to your order.
What part of my child’s
photo will you use?
We will use only your child’s head, including the hair. In
our videos and other products, your child’s head appears on a cartoon body, so
it does not matter if your child’s entire body is shown in the picture or if
your child is sitting or standing. For children with long hair, the hair will
be cut to chin or shoulder length.
Can I send in more than
one photo if I ordered more than one product for a child?
Yes. If you have ordered more than one product for a single
child and have a preference as to which photo goes with which product, please
indicate this when you send the photos. We will use one photo in each product.
Do you ever modify the
photo I send in?
The following adjustments can/will be made by our artists:
- We will remove red eye, and adjust brightness and contrast
to the best of our ability
- If the head is tilted we are able tilt it upright
- All long hair will be displayed at shoulder length or chin
length
- We will display the child’s hair to the best of our
ability with the photo provided. Hair that is thin at the ends will be
removed as to not capture the background in the DVD.
- Any stains or imperfections on the child’s face will
appear in your DVD
Professional Photo
Disclaimer
All professionally taken photographs are copyrighted by the
photographer or company that created the images. If the photo you are
submitting was taken by a professional photographer, you may need to get a
release. We are required by law to verify that our customer has permission from
the owner of any copyrighted image before we can use the image to make your
photo-personalized products.
Can more than one child be
featured in a PixFusion product?
No, each PixFusion product has been developed and designed
to be personalized for only one child.
Will my child’s first and
last name be featured in the PixFusion products I have ordered?
Only your child’s first name will be featured in the
PixFusion video products you have ordered. Most of PixFusion’s personalized
video products include your child’s first name being spoken throughout the
video, and your child’s first name is printed on all of the video packaging.
I’m having trouble finding
an audio for my child’s name. What do I do?
- If it is a Spider-Man DVD, Spider-Man does not require an
audio as the child's name is not spoken. The child IS Spider-Man.
- All of the names for our DVDs are pre-recorded if we do
not have an audio for the DVD you wish to purchase you have two options:
- We have a large selection of nicknames that you may
choose. (example: “Buddy,” “Princess,” “Angel,”)
- If you feel that we may not have the correct
pronunciation, email us at info@kideo.com
with the DVD titles and phonetic spelling of the child’s name and we can
tell you if we have your name of choice.
What will my child wear in
the video?
PixFusion products feature one gender-neutral outfit for
both boys and girls.
For what ages are
PixFusion products most appropriate?
Our products appeal to a range of ages. Please refer to the
description of a particular product to find the age appropriateness.
Can I order a PixFusion
product for an adult?
While PixFusion products typically appeal to children,
people of all ages (and some pets, too!) have enjoyed being PixFusion stars!
Do you put greetings in
the beginning of the videos?
We do not put greetings at the beginning of our videos,
although your child’s name is mentioned over and over throughout the video.
How will my child’s name
be used to personalize the products?
PixFusion uses the latest technology to record an image of
your child’s face and insert it onto the cartoon body of the main character in
our videos and printed products. Characters speak your child’s first name
throughout the video, and your child’s name appears on the video packaging.
Do your videos come in
languages other than English?
Our videos are only available in English and Dutch at this
time.
Do you ship your DVDs
overseas?
We do not ship our DVDs overseas however we do have many
affiliates in other countries. Please visit our international page for more
information.
You can place your order only
one way:
You can place your order directly through our website
www.kideo.com. We no longer accept mail-in
orders unless you have pre-purchased a kit from one of our resellers.
My child’s date of birth
is requested on the PixFusion order form. Will the birthday be featured in the
products I order?
Your child’s date of birth is not featured in the products
you order. We request the birthday on the order form so that we can make you
aware of special birthday offers from PixFusion.
How will my PixFusion
products be shipped to me?
PixFusion products are shipped via USPS First Class Mail
(expect 5-7 business days for delivery).
Can I use a check or money
order?
Orders can only be placed over our website with a credit
card.
Can I return my
order?
Due to the personalization involved in creating our
products, all sales are final.
I already paid for my
DVD and
received an order form in the mail. When I try and place the personalized
portion of my order I am prompted to pay again. What do I do?
Please go to the exact website indicated on your order form.
It will be either
www.kideo.com/order
or
www.kideo.com/catalogs. You will
not be prompted for payment. The first group of numbers is your purchase order
number and the last three after the dash is your security code.
I have not received my
order.
Please allow 3 weeks for delivery from receipt of completed
order. There may be a problem with your order. Please visit out Order Status
page to check on your status as requested in your order confirmation email. You
can check the status of your order anytime on our website under the link
"Order Status."
I’ve tried to check the
status of my order but it keeps saying “Order Not Found.”
Please make sure you are using the correct
Order/PO/Confirmation number.
- If you ordered directly from www.kideo.com your Order/PO/Confirmation
number was given to you at the completion of your order. It would be a 6
digit number.
- If you ordered through QVC your Order/PO/Confirmation
number is the 10 digit number located on the bottom left corner and top
detachable portion of the order form you received.
- If you ordered through a separate catalog and received an
order form in the mail, your Order/PO/Confirmation number is located on
the bottom left corner and top detachable portion of the order form. It’s
a series of numbers separated by a dash. Only the first group of numbers
before the dash is your Order/PO/Confirmation number. For example, if the
number on your order form looks like this 123456-789 then you only need
the number 123456 to check the status.
I uploaded my photo but do
not see it in the thumbnail.
Your photo did not upload. Please try again and make sure
you follow these guidelines:
- Image must be in JPEG/JPG format
- Image size must be no larger than 2MB
- Please make sure the file or folder containing the photo
does not have a period (.) in the name. If it does it must be renamed in
order to upload successfully.
- If in doubt that your photo successfully uploaded please
also email a photo to info@kideo.com. Please include your Order
Confirmation number, Child's name and Product ordered in the subject of
the email
I cannot find a phone
number in order to contact you.
We no longer have an active call center. Most if not all of
your questions can be answered on our FAQ page. Please make sure to read
everything on the FAQ page. If you are still having trouble you may email
info@kideo.com.
Please allow 48 hours for a response. We only operate Monday-Friday 9am-5pm eastern standard
time.
I keep receiving an error
when I try and place an order on your website.
Our website is constantly being improved for customer ease
and accessibility, errors may sometimes occur during these stages. If you keep
receiving an error please wait 12 hours and try again. The problem should be
remedied by then.
If you have received your DVD but it is defective in any way
please send an email to
info@kideo.com
containing your Order/PO/Confirmation number, your name and address, the title
of the DVD, and a description of the problem you are experiencing. If needed, a
replacement will be sent out to you immediately. If a replacement is sent out
you would also need to mail us the defective DVD so we may identify and repair
the problem for any future orders.
Please mail defective DVDs to:
PixFusion LLC
ATTN: Defective
5 West 19th Street 2nd Floor
New York, NY 10011