Support
Common issues
Track an order
Look up the current stage of your keepsake — received, in production, or shipped — with your order number and the email you used at checkout. Production usually takes 2–3 business days after you submit your album, then a few more in transit with Canada Post.
Check order statusThe card won't scan
Open the phone's normal camera app and hold it 10–15 cm from the QR code in good light — there is no app to install. If nothing happens, type the short code printed beneath the QR into your browser instead. If the card was reported lost or was disabled, scanning will send you to a notice rather than the album.
The passcode isn't working
The passcode is chosen by the sender, not by us, and we cannot see it — that is what keeps the album private. Ask whoever gave you the card. If you are the sender and you have forgotten it, write to us from the email address you ordered with and we can reset it for you.
How long the album lasts
Your album is included for two years from activation, and renewable after that. We'll email you before it expires so you can renew or download everything in it.
Hosting termsIt arrived damaged or printed wrong
We reprint and reship it at no cost. Send a photo of what arrived within 30 days of delivery and we will start the replacement — you do not need to return the original.
Shipping & returnsPrivacy and data requests
You can ask for a copy of everything in your album, or ask us to delete it, at any time. Write from the email on the order and we will confirm the request before acting on it.
Privacy policyFrequently asked
What exactly is Karera Keepsake?
You add photos, a short video, and a personal message. We turn them into a private digital album and deliver it through a beautifully printed keepsake card. The recipient scans the card with any phone camera, enters the passcode you chose, and the album opens.
Does the recipient need to install an app?
No. The card opens in whatever browser is already on their phone. There is nothing to download, and no account to create.
What does it cost right now?
Nothing. Karera is in preview, so your keepsake is printed and mailed at no cost and no card details are required. Regular pricing begins at public launch, and preview orders are never charged retroactively.
How private is the album?
Entirely private. Each album is protected by a passcode known only to you and the person you send it to. It is never listed or searchable, and vendors can only see a card's status — never your photos, video, or message.
How long is my album available?
Your album is included for two years from activation, and renewable after that. We'll email you before it expires so you can renew or download everything in it.
How is my keepsake shipped, and when does it arrive?
Within Canada, via Canada Post. Production typically takes 2-3 business days after you submit your album, then a few more business days in transit. Keepsakes are packed in a premium mini mailer box; smaller card-only items may travel as Oversize Lettermail, which does not always include tracking. Shipping & Returns policy
What if it arrives damaged or printed wrong?
We reprint it or refund you. Email support@karera.ca within 14 days of delivery with your order number and a photo of the problem. Because each keepsake is custom-printed with your own photos and message, it can't be returned simply for being unwanted once production has started — so do review your album carefully at the preview step. Read the full policy
Do digital-only products ship?
No. Event Wall is delivered digitally — you receive a QR sign to download and display, so there is nothing to mail.
Still stuck?
Email support@karera.ca. Include your order number and, if you have the card in front of you, the short code printed under the QR — it lets us find the record immediately. Vendors and retail partners can use the same address, or the partner page.