Frequently Asked Questions - HDGenius

Frequently Asked Questions's order related terms and conditions 

How can I get coupon code from your website?

We will display coupon code on the top banner pictures, also we provide coupon code  in the newsletters for subscribe members. 

Where you ship your internet photo frames from?

Usually we ship from our US office at 4633 Old Ironsides Drive #270, Santa Clara, CA .

Did you charge for the shipping?

No, all of our Internet picture frames are free ship to most US address( EXCEPT Alaska/ Hawaii, APO/FPO, and US Protectorates)

How can I get support when I met some problem with your internet photo frame?

Don't hesitate to call (408)837-7101  to get instant help, or email to with a picture and description of your problem,our helpful customer service team will do their best to solve your problem.

When can I get refund when return the prouct?

Once we receive your product, a refund is initiated. Your refund will be return same as your original payment. For credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

For Paypal payment, refund will send to your payment Paypal account within 1-3 business days.

About HDGenius Wifi Internet Photo Frame

What is the resolution of the display?

The 7"    WiFi Internet photo frame HDGenius07 in resolution of 1024x600 pixel;

The 10"  WiFi Internet photo frame HDGenius10 in resolution of 1280x800 pixel ;

The 13"  WiFi Internet photo frame HDGenius13 in resolution of 1920x1080 pixel.

Can the frame be positioned in landscape or portrait orientation?

Yes, the frame will automaticallu rotate the photos so the are properly displayed when the frame is in the landscape or portrait orientation.

How do I display photos from and SD or USB memory card?

When a USB or SD card is installed,the frame will automatically include the photos USB/SD cards in the frame album.

Depending on the number of photos already download to the frame it may take a few minutes for the frame to start displaying the new photos on the USB/SD card.

Can new photos be sent to the frame when a SD or USB card is installed?

Yes, you can send photos to the frame at anytime.

How long does it take for the frame to display a photo sent to it from the phone app?

It depend on the WIFI connection strength/speed and the number of photos you send. If the WIFI connection is good, the photos will display on your frame in real time.

What happens if a photo is sent to a frame that is "off line"?

Photos will be automatically upload to the frame once the frame re-connect to the WI-Fi within 7 days.

If the frame was connected after 7 days of sending, you need to resend the photos.

Can I use the same app to connect to multiple WiFi frames in different locations?

Yes ,you can connect and send to multiple frames. 

To add additional frames to your smart phone app, just select “Pair frame”from the main menu and scan QR code or enter the frame IDand password to pair.

How many Wi-Fi photo frames can one APP pairing?

One APP can pair as many as 15 HDgenius WiFi Internet Photo Frame.

CONTACT 4633 Old Ironsides Drive #270,
Santa Clara, CA 95054
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