Frequently Asked Questions - HDGenius

Frequently Asked Questions


HDGenius.com'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 exclusive higher discount coupon code  in the newsletters for subscribe members. 

We publish the coupon code on some hot coupon/deal site like couponbirds.com and more.

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 Hdgenius wifi 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 service@hdgenius.com 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 product?

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 (HD);

The 13"  WiFi Internet photo frame HDGenius13 in resolution of 1920x1080 pixel(Full HD).

What kind of LCD display Hdgenius WiFi picture frame use?

Hdgenius 7",10" and 13" wifi digital frame use premium A+ grade LED backlight IPS panel from top supplier.

Can the frame be positioned in landscape or portrait orientation?

Yes, the Hdgenius digital frame use G-sensor and will automaticallu rotate the photos so the are properly displayed when the frame is in the landscape or portrait orientation.

How many pictures can 4GB built-in storage hold?

The photos send to the digital frame usually around 400K, 4GB built-in flash can hold 10 000 photos. That means it need around 3 years if you send 10 photos everyday to fill the 4GB flash of the Hdgenius picture frame.

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

When the USB or SD card is installed, the Hdgenius digital frame will automatically include the photos on USB/SD cards in the frame's album.

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

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

Yes, you can send photos to the digital 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 Hdgenius wifi frame in real time.

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

Photos will be automatically download 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 ID and password to pair.

You can send same pictures to different picture frames at the same time, you can send different pictures to different Hdgenius photo frames separately.

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

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

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CONTACT 4633 Old Ironsides Drive #270,
Santa Clara, CA 95054
TEL:(408)837-7101
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