Q: How long will it take to process my order?

A: Please allow 1-3 business days for processing

Q: How long will it take to receive my order?

A: Expected shipping times are listed below:

  • USA: 1-3 business days
  • Other: 7-14 business days

*Please note your order will be shipped after processing. Please allow 1-3 business days for processing. Once your order has shipped, you will receive an email notification with confirmation and tracking information.

If your order is delayed, please contact us at info@recollectionco.com

Q: Where is my order being shipped from?

A: We are currently shipping out of our warehouse in the USA

Q: Can I change my shipping address?

A: Shipping addresses can be changed if your order has not been shipped. If your order has already been shipped we are unable to change the desired shipping address during transit. Please carefully check your information before completing your order. To change your shipping address, please contact us at info@recollectionco.com

Q: How do I track my order?

A: When an order is placed you will receive an email with your order information. Once your order has shipped you will be notified via email and a tracking number will be updated on your original receipt.


Q: How do I charge my book?

A: Use the cord provided. Plug one side into the USB port (located on the top right side of the outside cover) and one side into a laptop or adapter.

Q: How do I upload a video into my book?

A: Choose your video and have it be accessible on a PC/laptop. Plug your book into the PC/laptop with the cable provided in your order. Open the file, drag and drop your desired video, and unplug your book. 

Q: Why is my video not working?

 A: The desired video must be converted correctly in order to be compatible with your Recollection & Co. product.

Video requirements are listed below:

  • Format: AVI, MP4, MOV
  • Resolution: 1280 x 720 HD
  • Frame rate: 30 fps
  • Audio: MP3
  • Bite rate: 2540 KBPS

To convert a video, you can use the free service provided by the link: https://video.online-convert.com/convert-to-mp4 


  1. Choose or drop your file
  2. For "Choose a Preset" click "1280 x 720 HD 30P"
  3. For "Change screen size" enter "1280 x 720" pixels
  4. For "Change video bitrate" enter "2540" KPBS
  5. For "Change frame rate" enter "30" per second
  6. Leave the remaining blank and click "start conversion"

(Exporting your content using the iMovie app will also work perfectly with your Recollection & Co. product)

Q: How long can my video be?

A: Total video duration cannot exceed 8 minutes

Q: Can I load photos?

A: Single photos will not load on the book, however, a video slideshow of images will. 

Q: How do I connect the inside book and cover together?

A: Open the outside cover and place the closed inside book on the right side face up. The magnets in the covers will align and connect allowing for a strong hold. 


Q: How do I properly care for my Recollection & Co. video book?

A: Caring for your new book is simple when following the tips provided below:

  • Remove unwanted scuffs and marks regularly
  • Keep your book dry
  • Display at room temperature
  • Avoid stacking items on your book
  • Do not overcharge


 For all questions regarding warranties and returns please click here.