We love our work, and we want you to love it too. If at the end of the process you're not entirely happy with the finished result, then we'll refund your money 100%, no quibbles and no questions asked.

How long will the whole process take? When do I get my book?

From start to finish, the process can take up to six weeks. It can be faster, but that mostly depends on two things which are outside our control - the good old postal system, and how quickly you turn things around yourself! So let's tell you about the parts we do control.

Once we receive your artwork, we are usually able to post it on the site and send you an access code within five working days. We send you a confirmation e-mail once we have uploaded your artwork. Once we have the finished layout and order from you, then around ten working days is the standard. We'll keep you posted if there are significant delays - these can occur during the run-up to Christmas for instance.

I'm in a hurry. Can you speed my order up?

We're not able to offer this service right now.

How easy is it to put the book together using your templates?

We hope you'll find it really easy - easy enough for your kids to do it, if they want to. That's how we've designed it. But we're always learning, so if there's anything that doesn't work for you or which you think could be easier, then let us know. We welcome your feedback, because we want this to be something you enjoy doing, not something which adds to your existing pile of parental duties!

Do I have to have an image on every page? I'm not sure my kids have produced that much stuff yet!

That's fine - the site will allow you to insert blank pages wherever you want. So you can give particular pieces a little more space, or spread the artwork out over the book - whatever you decide.

What do I need to remember when sending you the artwork?

We've designed our image capture process from the start to deal with just the sort of artwork kids produce. After all, that's kind of the point, isn't it? So we pretty much welcome most media, and if it's on paper and fits into the artbag we'll certainly give it a go for you. You just need to be aware that flat colours will always reproduce better than 3-dimensional elements like pipe cleaners or tissue paper, and that glitter and reflective materials are always something of a challenge for any image capture process. As long as you're cool with that, then we'll promise to do our best with whatever you send us.

Also - and this can be important - if it is not obvious which way up the artwork should be captured, then please help us by marking the top edge on the reverse side with something easily removable (so as not to damage the artwork). If it doesn't matter, then don't worry and we'll just do it the most sensible way. But we all know sometimes it does matter - a lot - to the artists! We certainly want to get it right by them.

Can I get more than one copy of the book?

Yes you can, and a lot of customers do. It makes a lovely present for grandparents or other family members. We offer a great deal on duplicate books, and you save on postage too - check out the product page to order.

Can I mix and match artwork from more than one child in a book?

Of course you can. It's entirely up to you what artwork you include in your book. If you want to make a book which features the work of all your kids, then go ahead!

Also, once you've bought a book package, you can also order a Gift Book at any time, which you can make up from any of the artwork you have currently uploaded on the site. It makes a wonderful present for relatives. Check out the product pages for more information and prices.

How long do you keep the images of my artwork on the site?

We keep the images for a year after posting, and you can access them during that entire time and order anything else at any point. We'll also send you a reminder e-mail just before we take the images down.

Why do I need to use your art box? Can't I just use my own box or packaging to send you the artwork?

Your kids' artwork is precious and unique. We take every precaution to protect it from loss or damage in transit, and our robust, custom-designed art boxes and protective satchels are a key part of that. The boxes also make sure that your artwork doesn't get mixed up with someone else's during the image capture process.

What is included in the postage and packaging costs?

The $39 P&P for a book package covers the cost of postage, packaging, and handling for all three trips - outward, inward and outward again - for the A2 sized art box, regardless of order size. So, if you add to your book package order with other products, you'll pay no more in postage. For subsequent orders, we have also negotiated flat rates for posting across Australia based on weight, and we continue to work hard to keep postage costs as low as possible for you. 

Can I drop the art box in personally?

Unfortunately not. We track all our deliveries and despatches through our postal system, and we have several delivery and despatch points, none of which is open to the public.  

Can you deliver to a PO box?

No, sorry. We need a signature when the art box is delivered, so a PO Box won't work.

How can I pay for the service?

We accept Visa and Mastercard through our website's secure payment system.

Why don't I simply scan or photograph the artwork myself at home and upload it?

We want you to be delighted with what we produce for you and your kids. Our team of experienced professionals take the same care with every piece or artwork, using state-of-the-art equipment and lighting to get the best possible result, optimized for our printing process. That's why we think it's best if you spend your valuable time on other things. Just send us the artwork and let us do what we do.

Do you accept photographs? Can we include them in the books too?

If you want to publish and preserve photographs, there are many companies out there to help you and do a great job. We look after original artwork. That's what we're set up to do, and that's what we do best. If your child has included a photograph as part of an artwork, then of course we'll find a way to handle that. But as a rule, we don't accept photographs.

Can't I get you guys to do the image capture only, and then simply send me a CD of the images?

We don't offer this as a freestanding service. We insist that you buy a book package, and here's why. We're in the business of capturing, preserving and celebrating the natural creativity of your kids. We reckon that a book is a really important part of that. People pick books up, they look at them time after time and they treasure them. A CD of artwork - whilst certainly valuable - in the end is just a file, a place where you store data. It's not where the creativity of kids should live. Important for sure, but nothing like as vibrant, immediate and accessible as a book or the other products we offer.

Art Eater could be such a powerful fundraiser. Are you able to help out with fundraising for kindergartens, art classes, playgroups or schools?

Of course we are! Check out our Fundraising Page, where you can complete the form and contact us directly at fundraising@arteater.com.au. We'll get right onto it.

We don't live in Australia. Can we still use your service?

Sadly, we can't help you directly at the moment. But we do have a few alliances and friends around the world, so we may be able to give you a recommendation. Contact us anyway on overseas@arteater.com.au and let's see what we can do.

I'm an Apple Mac user. Are your templates compatible with Macs?

We use Macs too. Everything we offer is Mac compatible. No worries.