(Last Updated: July 2026)

We strive for the best print experience for your client and we have picked print labs that we feel have the same goals as us. In collaboration with our partnering labs, we have put together this policy guide.

The guide covers these topics from each lab:

Use the table of contents on this article to find your relevant lab's order policy.

Please reach out to our customer support team by emailing [email protected], if you have any questions regarding your order or any of these topics.

Damaged orders during production

Damaged orders due to production issues will be remade and reshipped at no additional cost to the client. Refunds do not apply.

Damaged orders during shipping

Damaged orders due to shipping will be remade and reshipped at no additional cost to the client. Photographic evidence of the damage is required and should be sent via Pic-Time customer support. Refunds do not apply.

Delayed orders

If the delay on the order is due to events outside of our control we cannot offer a refund. If an order has shipped more than five working days late, we can provide a refund of up to 30% of the value of the order. Please check our turnaround times as these production times do not include weekends or public holidays.

Delayed orders due to shipping

We do not take responsibility for delays that are caused by shipping carriers as this is out of our control.

Customs tax

Any overseas duties must be covered by the client.

Returned orders (and who is responsible for reshipment costs)

Orders that are returned as a result of an incorrect address or failed delivery attempts on the clients end will incur additional shipping charges and will be the responsibility of the photographer. If an incorrect address was input by Atkins, we assume responsibility and will cover any reshipping costs.

Orders lost in transit

Orders lost in transit will be remade and shipped at no extra cost to the client. Refunds do not apply.

Order cancelations

Clients can cancel orders provided this is done before production begins. If any production has commenced, the client is responsible to pay for any production that has been completed. Eg. Pay for prints if they are done but framing hasn’t commenced.

Orders with missing items

Atkins will redo the missing items of the order and ship at no extra cost to the client.

Damaged orders during production

If an order has arrived damaged due to a production issue, the recipient needs to report the damage via Pic-Time customer support within 90 days with a written explanation as well as photos of the damaged items. Orders that are found as damaged in production will be remade and shipped at no extra cost to the client. Refunds do not apply.

Damaged orders during shipping

The photographer/client will need to report any damages via Pic-Time customer support within 90 days and send images of the damaged packaging and damaged product. Once we receive these we will remake and ship the product free of charge. Refunds do not apply.

Delayed orders (on the lab's end)

When and if there is a scheduled or unforeseen delay within production, Bay Photo will advise the client via the Pic-Time customer support team as soon as possible and provide an adjusted schedule to get an order completed and shipped out. Refunds do not apply.

Delayed orders due to shipping

Shipping times cannot be 100% guaranteed and delays may be experienced during periods of high shipping volume or inclement weather. However, if a client requests and the standard delivery time has passed Bay Photo will review this on a case by case basis and, if deemed necessary, a remake will be made and shipped at no additional cost to the client. Refunds do not apply.

Customs tax

Customs tax fees for international deliveries are paid by the photographer/client when the package arrives in the country.

Returned orders

Orders that are returned as a result of an incorrect address or failed delivery attempts on the clients will incur additional shipping charges and are the responsibility of the photographer.

Orders lost in transit

Orders lost in transit will be remade and shipped at no extra cost to the client. Refunds do not apply.

Order cancellations

Cancellations are possible if the order has not yet gone into production. If production for an order has already begun production and the client would still like to cancel, the entire production fee would be charged. Shipping costs will not be charged.

Orders with missing items

Orders received as incomplete or with missing items need to be reported via Pic-Time customer support. Bay Photo will then have the items remade and shipped out right away. Refunds do not apply.

Damaged orders during production

Dekora Album has multiple inspections in place during the production process to ensure the highest quality products are delivered every time. However in the rare event that an order is shipped with an error/damage that was made in production Dekora Album will review this on a case by case basis. Refunds do not apply.

Damaged orders during shipping

If a package or product is damaged during shipping the photographer or retail client should either refuse the damaged package or photograph the package damage upon delivery. If the packaging is unharmed but the product inside is damaged please document the damages within 24 hours of receipt and provide these images to Dekora Album via Pic-Time customer support so we can file a claim with our shipping company. Dekora Album will remake or repair the products where required.

Delayed orders

When and if there is a scheduled or unforeseen delay within production Dekora album will advise the Pic-Time support team as soon as possible and provide an adjusted schedule to get an order completed and shipped out. Refunds do not apply.

Delayed orders due to shipping

If there are unforeseen delays in shipping of a package Dekora Album will advise the Pic-Time support team of an updated delivery schedule from our courier system. Dekora Album may also request that the receiving client pick up from a local depot or access point if the courier's delivery attempts have been made without success. Refunds do not apply.

Customs, Duty and Taxes

All customs, import duties & applicable taxes are the sole responsibility of the receiving photographer or retail client. Please note that Dekora Album must under law include a commercial invoice when shipping outside of Canada. The commercial invoice will include a description of package contents/details and a declared value.

Returned orders (and who is responsible for reshipment costs)

In any case where an order is returned to Dekora Album undeliverable the photographer is responsible for any reshipment cost.

Orders lost in transit

If for any reason an order or package has been lost in transit Dekora Album will remake the products and ship them out as soon as possible. Dekora Album will also open an investigation and submit a claim to the courier.

Order cancelations

If an order is required to be cancelled Dekora Album must receive the request within 3hrs for “loose prints” and within 24hrs for album products otherwise cancellation fees might apply.

100% of the total charge will be refunded if requested within 24hrs of placing the order. 50% of the total charge will be refunded if requested within 48hrs of placing the order. No refunds will be given after 48hrs from the time the order is placed.

Orders with missing items

Dekora Album has multiple inspections in place during the production process to ensure the highest quality products are delivered every time. However, if an order has been shipped with missing items the photographer/client should contact Pic-Time customer support as soon as possible so Dekora Album can arrange for the items to be shipped out to the recipient as soon as possible.

Damaged orders during production

If an order has arrived damaged due to a production issue, the recipient needs to report the damage via Pic-Time customer support with a written explanation as well as clear photos of the damaged items. Orders that are found as damaged in production will be remade and shipped at no extra cost to the client. Refunds do not apply.

Damaged orders during shipping

The photographer/client must report any damages via Pic-Time customer support and send clear images of the damaged packaging (images of outer and inner packaging) and damaged product within 14 days of delivery. The packaging and product must be kept until the claim is resolved. Once Dialab receives these we will remake and ship the product free of charge. Refunds do not apply.

Delayed orders

When and if there is a scheduled or unforeseen delay within production Dialab will advise the Pic-Time support team as soon as possible and provide an adjusted schedule to get an order completed and shipped out. Refunds do not apply.

Delayed orders due to shipping

Delivery delays caused by the shipping carrier are beyond our control. If desired, the customer may file a compensation claim directly with the carrier. Under international shipping law, a shipment is considered lost if it has not been delivered within 30 days of the agreed delivery date - or, if no delivery date was agreed upon, within 60 days from the date the shipment was accepted.

Dialab will report the shipment as lost based on the customer’s notification and will produce and ship a new product free of charge. Refunds do not apply.

Customs, Duty and Taxes

All customs, import duties & applicable taxes are the sole responsibility of the receiving photographer or retail client.

Returned orders

Orders that are returned as a result of an incorrect address or failed delivery attempts due to the client will incur additional shipping charges and are the responsibility of the photographer/client.

Please note that reshipping the order will incur an additional charge. If the error is on Dialab’s side, there will be no additional charges.

Orders lost in transit

A shipment is considered lost if it has not been delivered within 30 days of the agreed delivery date (or, if no delivery date was agreed, within 60 days of the shipment being accepted). If the product is permanently lost, we will produce and ship a replacement free of charge and handle the claim with the shipping carrier internally. Refunds do not apply.

Order cancellations

Cancellations are possible if the order has not yet gone into production or if the delay is caused by Dialab. If production for an order has already begun and the client would still like to cancel, Dialab will invoice for the costs incurred up to that point.

Orders with missing items

Orders received as incomplete or with missing items need to be reported via Pic-Time customer support within 14 days of delivery. Dialab will then have the items remade and shipped out right away. Refunds do not apply.

Damaged orders during production

If an order has arrived damaged due to a production issue, the recipient needs to report the damage via Pic-Time customer support with a written explanation as well as photos of the damaged items. Orders that are found as damaged in production will be remade and shipped at no extra cost to the client. Refunds do not apply.

Damaged orders during shipping

The photographer/client must report any damages via Pic-Time customer support and send images of the damaged packaging and damaged product within 14 days of delivery. Once Digitalab receives these we will remake and ship the product free of charge. Refunds do not apply.

Delayed orders (on the lab's end)

When and if there is a scheduled or unforeseen delay within production, Digitalab will advise the photographer/client via Pic-Time customer support team as soon as possible and provide an adjusted schedule as well as upgrade shipping if applicable. Shipping refunds are applicable on a case-by-case basis. If an order is delivered late due to a delay in production (due to an error within the lab) and is more than 7 business days, Digitalab will refund the photographer/client in full.

Delayed orders due to shipping

If a client requests and the standard delivery time has passed, Digitalab will review this on a case-by-case basis and, if deemed necessary, a remake will be made and shipped at no additional cost to the client.

Customs tax

Customs tax fees for international deliveries are paid by the photographer/client when the packagearrives in the country.

Returned orders

Orders that are returned as a result of an incorrect address or failed delivery attempts due to the clients will incur additional shipping charges and are the responsibility of the photographer. If an incorrect address was input by Digitalab, we assume responsibility and will cover any reshipping costs.

Orders lost in transit

Orders lost in transit will be remade and shipped at no extra cost to the client. Refunds do not apply.

Order cancellations

Cancellations are possible if the order has not yet gone into production. If production for an order has already begun and the client would still like to cancel, only the materials used would be charged. Shipping costs will not be charged.

Orders with missing items

Orders received as incomplete or with missing items need to be reported via Pic-Time customer support. Digitalab will then have the items remade and shipped out right away. Refunds do not apply.

Damaged orders during production

Album orders that have been damaged during production and are shipped within the Netherlands or Belgium should be returned so that we can either fix or remake the item depending on the type of damage. Dutch Ink Albums will send a return label to the client to cover the cost of shipping. Album orders that have been damaged during production and are shipped to all other countries will be remade completely. Print orders that have been damaged during production will be remade. Dutch Ink will cover all reshipping costs.

Damaged orders during shipping

Album orders that have been damaged during shipping and are shipped within the Netherlands or Belgium should be returned so that we can either fix or remake the item depending on the type of damage. Album orders that have been damaged during shipping and are shipped to all other countries will be remade completely. Print orders that have been damaged during shipping will be remade. Dutch Ink will cover all reshipping costs.

Delayed orders (on the lab's end)

Any order with a delay will be produced and shipped as soon as possible. Refunds do not apply.

Delayed orders due to shipping

We do not take responsibility for delays that are caused by shipping carriers as this is out of our control.

Customs tax

Duties and Customs tax is the responsibility of the photographer/recipient to pay upon delivery of the order.

Returned orders (and who is responsible for reshipment costs)

Orders that are returned as a result of an incorrect address or failed delivery attempts on the clients end will incur additional shipping charges and will be the responsibility of the photographer.

Orders lost in transit

Orders lost in transit will be remade and shipped at no extra cost to the client.

Order cancelations

Album cancelations: A request for an album cancellation must be made on the same day the order was made. Cancelations made after the date of ordering will be entitled to a 50% refund. Any cancellation request made after 4 days will be charged in full. Print cancelations: Any request for cancelling made on the day the order was placed will be refunded in full. Any cancellation request made after 4 days cannot be canceled and will be charged in full.

Orders with missing items

Orders received as incomplete or with missing items will have the items remade and shipped out right away.

Damaged orders during production

Clients requesting a remake for items with errors or flaws under a circumstance that falls on Floricolor’s production team and could have been prevented through quality control will be handled on a case by case basis. Damaged items are not required to be sent back to Floricolor, however we request that photos be sent for internal evaluation.

Please contact Floricolor via Pic-Time customer support within 10 business days of receiving the item, with a written explanation of the damage and include images of said products. If Floricolor determines the damage to be an error during production we will reprint and reship the order at no additional cost. Any delays in reporting damages could mean Floricolor is unable to replace the item free of charge.

Damaged orders during shipping

Clients requesting a remake for items that have been damaged in transit will be handled on a case by case basis. Damaged items are not required to be sent back to Floricolor, however we request that photos be sent for internal evaluation.

Please contact Floricolor via Pic-Time customer support within 10 business days of receiving the item, with a written explanation of the damage and include images of said products and packaging. Floricolor will only be able to submit a complaint to the shipping courier with the packing images therefore any complaint that is sent without the packing images will not be valid for a remake with no additional fee. Any delays in reporting damages could mean Floricolor is unable to replace the item free of charge.

Delayed orders

Floricolor does not offer any form of compensation on delayed orders but will always assess any issues on an individual basis if customers are unhappy.

In extraordinary cases of technical breakdowns, stock rupture, pandemic, natural disasters and/or causes external to Floricolor cannot assume any kind of reimbursement or responsibility for the delay.

Delayed orders due to shipping

Although Floricolor cannot take responsibility for delays caused by the carrier, we can nevertheless contact them and try to understand the reason for the delay.

Customs tax

Any customs tax is the responsibility of the client, Floricolor will not be responsible for any import duties.

Returned orders

Orders that are returned as a result of failed delivery attempts or incorrect address are the responsibility of the client. Floricolor is charged for the return shipping as well as the reshipping of any returned item and therefore the photographer will be responsible for any additional shipping charges.

Orders lost in transit

If an item is lost in transit and includes a tracking number Floricolor will inquire what has happened with the shipping courier. Once the item has been determined as lost we will produce a new order without any extra cost and submit a complaint to the carrier.

If an item is lost in transit and does not include a tracking number Floricolor will wait 12 to 15 days before taking any action. If the order is not delivered by then, we will produce the lost item and reship at no extra cost to the client. We recommend always choosing tracked shipping for orders.

Order cancellations

Cancelations must occur before Floricolor starts printing the order, therefore it is important to send a cancellation request to Floriocolor via Pic-Time customer support as soon as possible. If an order has not yet gone into production we will cancel it. Once the order is printed, then an order cannot be canceled. If a client still wants to cancel an order after it has begun production Floricolor will still need to charge it.

Orders with missing items

Floricolor will conduct an internal investigation of any order that arrives with missing items on a case by case basis.

Please contact Floricolor via Pic-Time customer support within 10 business days of receiving the order, with a written explanation of the missing items. Any delays in reporting missing items from an order could mean the client will not be entitled to any claim of missing items.

Damaged orders during production

If an order has arrived damaged, Folio Albums will need to investigate and determine if the damage was done in production or in transit. The client should report the damage via Pic-Time customer support within 14 days of delivery with a written explanation as well as photos of the damaged items. Orders that are found as damaged in production will be remade and shipped at no extra cost to the client.

Damaged orders during shipping

The photographer/client must report any damages via Pic-Time customer support and send images of the damaged packaging and damaged product within 14 days of delivery. The photographer/client must request a damage report from the shipping company upon delivery (in the case that there is damage to the packaging as well). Once Folio Albums receives these we will remake and ship the product free of charge. Refunds do not apply.

Delayed orders

When and if there is a scheduled or unforeseen delay within production, Folio Albums will advise the photographer/client via Pic-Time customer support team as soon as possible and provide an adjusted schedule. Upgraded shipping or shipping refunds are applicable on a case by case basis. If an order is delivered late due to a delay in fulfillment by the lab and is more than 7 business days, Folio Albums will refund the photographer/client in full.

Delayed orders due to shipping

We do not take responsibility for delays that are caused by shipping carriers as this is out of our control.

Customs tax

It is the responsibility of the receiver to pay any import and customs tax.

Returned orders

Orders that are returned as a result of an incorrect address or failed delivery attempts will incur additional shipping charges and will be the responsibility of the photographer and an alternative shipping address is required.

Orders lost in transit

If an item is lost in transit Folio Albums will inquire what has happened with the shipping courier. Once the item has been determined as lost we will make and ship a replacement.

Order cancelations

If production for an order has already begun it can not be canceled. Prior to production cancellation is possible. If an order has gone into production and the client would still like to cancel, the entire production fee would be charged.

Orders with missing items

The photographer/client must report any missing items via Pic-Time customer support and send images of the received products and packaging within 14 days of delivery. Folio Albums will make and ship out the items that were missed asap.

Damaged orders during production

If an order has arrived damaged due to a production issue, the recipient needs to report the damage via Pic-Time customer support with a written explanation as well as photos of the damaged items.

Orders that are found as damaged in production will be remade and shipped at no extra cost to the client. Refunds do not apply.

Damaged orders during shipping

The photographer/client must report any damages via Pic-Time customer support and send images of the damaged packaging and damaged product within 14 days of delivery. The photographer/client must request a damage report from the shipping company upon delivery (in the case that there is damage to the packaging as well). Once Giclée Art receives these we will remake and ship the product free of charge. Refunds do not apply.

Delayed orders (on the lab's end)

When and if there is a scheduled or unforeseen delay within production, Giclée Art will advise the photographer/client via Pic-Time customer support team as soon as possible and provide an adjusted schedule. Upgraded shipping or shipping refunds are applicable on a case by case basis. If an order is delivered late due to a delay in production (due to an error within the lab) and is more than 7 business days, Giclée Art will refund the photographer/client in full.

Delayed orders due to shipping

If a client requests and the standard delivery time has passed, Giclée Art will review this on a case by case basis and, if deemed necessary, a remake will be made and shipped at no additional cost to the client. Refunds do not apply.

Customs tax

Customs tax fees for international deliveries are paid by the photographer/client when the package arrives in the country.

Returned orders

Orders that are returned as a result of an incorrect address or failed delivery attempts on the clients will incur additional shipping charges and are the responsibility of the photographer.

If an incorrect address was input by Giclée Art, we assume responsibility and will cover any reshipping costs.

Orders lost in transit

Orders lost in transit will be remade and shipped at no extra cost to the client. Refunds do not apply.

Order cancellations

Cancellations are possible if the order has not yet gone into production. If production for an order has already begun production and the client would still like to cancel, the entire production fee would be charged. Shipping costs will not be charged.

Orders with missing items

Orders received as incomplete or with missing items need to be reported via Pic-Time customer support. Giclée will then have the items remade and shipped out right away. Refunds do not apply.

Damaged orders during production

Any item received with an error in or damage during production will be remade and shipped at no extra cost to the client, or a refund is possible at the request of the client. Remakes together with a refund for the errored/damaged item are not applicable.

Damaged orders during shipping

Any item received with an error in or damage during shipping will be remade and shipped at no extra cost to the client, or a refund is possible at the request of the client. Remakes together with a refund for the errored/damaged item are not applicable.

Delayed orders in production

If a delay is expected, notice will be given to the client via Pic-Time customer support with the option of proceeding with the order or canceling with no penalty. If the client has a time sensitive order please notify us and we will prioritize it to the best of our ability.

Delayed orders due to shipping

We do not take responsibility for delays that are caused by shipping carriers as this is out of our control.

Customs tax

It is the responsibility of the receiver to pay any import and customs tax.

Returned orders

Orders that are returned as a result of an incorrect address or failed delivery attempts on the clients end will incur additional shipping charges and will be the responsibility of the photographer. If the order is returned as a result of an incorrect address on the labs part, we will reship at no extra cost.

Orders lost in transit

We will be responsible for any lost order in transit and replace or refund at our discretion.

Order cancellations

Once an order has begun production the order cannot be cancelled. If a client notices an issue please contact Pic-Time customer support immediately and we will look into making an exception for this policy. If an order has begun production and the client still wishes to cancel, we may be able, but the client will incur partial costs to cover the work already completed.

Clients should contact Pic-Time customer support as soon as possible to inquire whether their order has gone into production yet.

Orders with missing items

GTA Imaging will ship any missing items without any additional cost to the client or issue a refund at the clients request for the missing items.

Damaged orders during production

If an order has arrived damaged due to a production issue, the recipient needs to report the damage via Pic-Time customer support with a written explanation as well as photos of the damaged items. Orders that are found as damaged in production will be remade and shipped at no extra cost to the photographer/client. Refunds do not apply.

Damaged orders during shipping

The photographer/client must report any damages via Pic-Time customer support and send images of the damaged packaging and damaged product within 14 days of delivery. Once the Lab receives these, a remake will be made and shipped free of charge. Refunds do not apply.

Delayed orders (on the lab's end)

When and if there is a scheduled or unforeseen delay within production, the Lab will advise the photographer/client via Pic-Time customer support team as soon as possible and provide an adjusted schedule as well as upgrade shipping if applicable. Shipping refunds are applicable on a case-by-case basis. If an order is delivered late due to a delay in production (due to an error/missing materials within the lab) and is more than 7 business days, the Lab will refund the photographer/client in full and cancel the order.

Delayed orders due to shipping

If a client requests and the standard delivery time has passed, the Lab will review this on a case-by-case basis and, if deemed necessary, a remake will be made and shipped at no additional cost to the client.

Customs tax

Customs tax fees for international deliveries are paid by the photographer/client when the package arrives in their country.

Returned orders

Orders that are returned as a result of an incorrect address or failed delivery attempts due to the client will incur additional shipping charges and are the responsibility of the photographer/client.

If an incorrect address was input by the Lab, the Lab will assume responsibility and cover any reshipping costs.

Orders lost in transit

Orders lost in transit will be remade and shipped at no extra cost to the photographer/client. Refunds do not apply.

Order cancellations

Cancellations are possible if the order has not yet gone into production. If production for an order has already begun and the client would still like to cancel, the Lab reserves the right to charge for all materials used as well as work done on the order. Shipping costs will not be charged.

Orders with missing items

Orders received as incomplete or with missing items need to be reported via Pic-Time customer support. The Lab will then have the items remade and shipped out. Refunds do not apply.

Damaged Orders during production

Damaged orders due to production issues will be remade and reshipped at no additional cost to the client. Refunds do not apply.

Damaged orders during shipping

If you receive your order and notice damage that took place during shipping, please report the issue via Pic-Time customer support to begin the repair process. Indie Print Co. will remake and ship the damaged item at no extra cost to the client. In the event that Indie Print Co. requires the damaged item to be returned we will cover the shipping costs. Refunds do not apply.

Delayed Orders

Any order with a delay will be produced and shipped as soon as possible. Refunds do not apply.

Delayed orders due to Shipping

Delivery times may vary by location, weather conditions, and other unforeseen circumstances that affect the shipping carrier and for this reason we do not take responsibility for delays in shipping as this is out of our control. We will however review any requests for inquiry on a case by case basis with the shipping company.

Customs tax

Customs tax fees for international deliveries are paid by the photographer/client when the package arrives in the country.

Orders lost in transit

We are eager to resolve any lost orders with the shipping carrier on a case-by- case basis. If you encounter questions or concerns regarding the delivery of your order, please let us know via Pic-Time customer support so we can investigate and determine next-steps. In rare situations when a package is unable to be recovered or delivered, we will remake the order to reattempt delivery to an alternate address.

Cancelled Orders

Should a photographer/client decide to cancel an order, we will issue a refund for the total value of that which has not yet been made in production. When submitting an order, the photographer/client agrees to the following terms and conditions:

I agree that once this album is submitted, I have 60 minutes to make any changes. After 60 minutes, it is highly probable we have already begun production and this order cannot be changed unless ordered on the weekend. I understand that I am responsible for the designs and photos I am uploading and Indie Print Co. is not liable for any mistakes. I have proofed the design and approve it for production. I understand that Indie Print Co. has the right to refuse an order that contains objectionable or offensive material that might offend our employees and/or the general public.

Orders with missing items

Indie Print Co. will remake any missing products from the received order and ship at no extra cost to the client.

Returned Orders

Orders that are returned as a result of an incorrect address or failed delivery attempts on the clients end will incur additional shipping charges and will be the responsibility of the photographer. If an incorrect address was input by us, we assume responsibility and will cover any reshipping costs.

Damaged orders during production

If an order has arrived damaged due to a production issue, the recipient needs to report the damage via Pic-Time customer support with a written explanation as well as photos of the damaged items. Orders that are found as damaged in production will be remade and shipped at no extra cost to the client. Refunds do not apply.

Damaged orders during shipping

The photographer/client must report any damages via Pic-Time customer support and send images of the damaged packaging and damaged product within 14 days of delivery. The photographer/client must request a damage report from the shipping company upon delivery. Once Kiss Books receives these we will remake and ship the product free of charge. Refunds do not apply.

Delayed orders

When and if there is a scheduled or unforeseen delay within production, Kiss Books will advise the photographer/client via Pic-Time customer support team as soon as possible and provide an adjusted schedule. Upgraded shipping or shipping refunds are applicable on a case by case basis. If an order is delivered late due to a delay in production (due to an error within the lab) and is more than 7 business days, Kiss Books will refund the photographer/client in full.

Delayed orders due to shipping

If a client requests and the standard delivery time has passed, Kiss Books will review this on a case by case basis and, if deemed necessary, a remake will be made and shipped at no additional cost to the client. Refunds do not apply.

Customs tax

Customs tax fees for international deliveries are paid by the photographer/client when the package arrives in the country.

Returned orders

Orders that are returned as a result of an incorrect address or failed delivery attempts on the clients will incur additional shipping charges and are the responsibility of the photographer.

If an incorrect address was input by Kiss Books, we assume responsibility and will cover any reshipping costs.

Orders lost in transit

Orders lost in transit will be remade and shipped at no extra cost to the client. Refunds do not apply.

Order cancellations

Cancellations are possible if the order has not yet gone into production. If production for an order has already begun production and the client would still like to cancel, the entire production fee would be charged. Shipping costs will not be charged.

Orders with missing items

Orders received as incomplete or with missing items need to be reported via Pic-Time customer support. Kiss Books will then have the items remade and shipped out right away. Refunds do not apply.

Damaged orders during production

All orders will be handled on a case by case basis.

Damaged orders during shipping

All orders will be handled on a case by case basis.

Delayed orders (on the labs end)

All orders will be handled on a case by case basis.

Delayed orders due to shipping

All orders will be handled on a case by case basis.

Customs tax

All orders will be handled on a case by case basis.

Returned orders

All orders will be handled on a case by case basis.

Orders lost in transit

All orders will be handled on a case by case basis.

Order cancellations

All orders will be handled on a case by case basis.

Orders with missing items

All orders will be handled on a case by case basis.

Damaged orders during production

If an order has arrived damaged due to a production issue, the recipient needs to report the damage via Pic-Time customer support with a written explanation as well as photos of the damaged items.

Orders that are found as damaged in production will be remade and shipped at no extra cost to the client. Refunds do not apply.

Damaged orders during shipping

The photographer/client must report any damages via Pic-Time customer support and send images of the damaged packaging and damaged product within 14 days of delivery. Once Matisseo receives these we will remake and ship the product free of charge. Refunds do not apply.

Delayed orders (on the lab's end)

When and if there is a scheduled or unforeseen delay within production, Matisseo will advise the photographer/client via Pic-Time customer support team as soon as possible and provide an adjusted schedule as well as upgrade shipping if applicable. Shipping refunds are applicable on a case-by-case basis.

Delayed orders due to shipping

If a client requests and the standard delivery time has passed, Matisseo will review this on a case-by-case basis and, if deemed necessary, a remake will be made and shipped at no additional cost to the client.

Customs tax

Customs tax fees for international deliveries are paid by the photographer/client when the package arrives in the country.

Returned orders

Orders that are returned as a result of an incorrect address or failed delivery attempts due to the clients will incur additional shipping charges and are the responsibility of the photographer.

If an incorrect address was input by Matisseo, we assume responsibility and will cover any reshipping costs.

Orders lost in transit

Orders lost in transit will be remade and shipped at no extra cost to the client. Refunds do not apply.

Order cancellations

Cancellations are possible if the order has not yet gone into production. If production for an order has already begun production and the client would still like to cancel, the entire production fee would be charged/only the materials used would be charged. Shipping costs will not be charged.

Orders with missing items

Orders received as incomplete or with missing items need to be reported via Pic-Time customer support. Matisseo will then have the items remade and shipped out right away. Refunds do not apply.

Damaged orders during production

Damaged orders due to production issues will be remade and reshipped at no additional cost to the client.

Damaged orders during shipping

Orders damaged due to shipping will be remade upon request but require images of the damaged items to be sent to Miller’s via Pic-Time customer support.

Delayed orders (on the lab's end)

If an order is delayed, it might be due to a back order with one or more of the materials we need to produce the product or production delays caused by unforeseen circumstances that are beyond our control. Refunds do not apply.

Delayed orders due to shipping

Delayed orders due to shipping, given our current state of events due to COVID 19 all carriers are taking longer to deliver packages, we need to allow for the fully expected delivery times. Delays, caused by severe weather conditions are beyond our control and will be subject to the carrier’s guidelines or delivery ability. Refunds do not apply.

Customs tax

Duties and Customs tax is the responsibility of the recipient to pay upon delivery of the order.

Returned orders

Orders returned to our lab due to invalid or incorrect shipping addresses will be re-shipped to the client and billed as the photographer responsible for re-shipping costs.

Orders lost in transit

Orders lost or stuck in transit will be remade if the package is exceeding 3-5 business days of the allotted time for delivery. Refunds do not apply.

Order cancelations

Due to the overall efficiency of our lab there is only a 15–30-minute window upon which the order can be cancelled. If the order has already been printed, we require a 50% order cancellation fee to cancel the order.

Orders with missing items

Orders received as incomplete or with missing items will have the missing items remade and shipped out right away via Standard or Expedited shipping depending on the original method chosen for shipping.

Damaged orders during production

If a product is damaged during production, then Musea will remake it and move it to the top of our priority list at no additional cost to the client.

Damaged orders during shipping

If a product is damaged during shipping, then Musea will remake the item and ship it back.

Delayed orders

If an order is delayed, it’s because it hasn’t met Musea quality control standards or there is a stock issue with one of the materials Musea needs to produce the product. Musea will get it produced as fast as possible without sacrificing any quality standards. Refunds are not applicable for delayed orders, though upgraded shipping at no additional cost to the client is possible on a case by case basis.

Delayed orders due to shipping

We do not take responsibility for delays that are caused by shipping carriers as this is out of the labs control.

Customs tax

Musea does not ship internationally.

Returned orders

We reship them back out at our own cost, even if the address is wrong on the order.

Orders lost in transit

Musea will remake the order and reship it at no additional cost to the client. Refunds are not applicable for orders lost in transit.

Order cancelations

Cancelations must occur before Musea starts printing the order. Once the order is printed, then an order cannot be canceled.

Orders with missing items

Musea will make and ship out the items that were missed asap. Missing items are given priority over regular orders. Refunds are not applicable orders with missing items.

Damaged orders during production

If a product is damaged during production, Nations Photo Lab will offer a reprint if the defect is covered under their Picture Perfect Guarantee, specifically for color-corrected orders. Non-color-corrected orders are not guaranteed.

Non-color-corrected items are not covered under the guarantee; NPL can’t guarantee a refund or remake, but customer service may provide goodwill solutions at their discretion.

Damaged orders during shipping

The photographer/client must report any damages via Pic-Time customer support and send images of the damaged packaging and damaged product within 30 days of delivery. Once Nations Photo Lab receives these we will remake and ship the product free of charge under the Single Quality Control Guarantee.

Non-color-corrected items are not covered under the guarantee, remakes or refunds are discretionary.

Delayed orders (on the lab's end)

When and if there is a scheduled or unforeseen delay within production, NPL will advise the photographer/client via Pic-Time customer support team as soon as possible. If quality or timing affects satisfaction negatively, NPL may offer goodwill solutions at their discretion.

Delayed orders due to shipping

NPL does not assume responsibility for shipping delays by carriers. We provide standard shipment tracking but don't guarantee delivery on specific date(s).

Policy: No refunds or remakes due to carrier delays. You’ll need to work directly with the carrier or file a claim. Remakes due to carrier-delayed orders will be treated as a new order and will need to be resubmitted.

Customs tax

The customer is responsible for all taxes. NPL requires valid resale/exemption certificates, or else invoices with tax applied. Customs/Import tax is borne by the end client, not by the lab.

Returned orders

The customer is responsible for shipping return payment and re-shipping charges for orders that are returned as a result of an incorrect address or failed delivery attempts due to the customers.

If the error was on NPL's end, any return shipping and re-shipment costs would be covered by NPL.

Orders lost in transit

Normal claim deadlines vary by carrier (generally 30–60 days).

If confirmed lost via tracking and investigation, NPL may authorize a replacement under their guarantee. Refunds do not apply.

Order cancellations

Cancellations are possible if the order has not yet gone into production. If production for an order has already begun production and the client would still like to cancel, the entire production fee would be charged. Shipping costs will not be charged.

Orders with missing items

Orders received as incomplete or with missing items need to be reported via Pic-Time customer support. NPL will evaluate and authorize a missing piece reprint/shipment. Refunds do not apply.

Damaged orders during production

If an order has arrived damaged due to a production issue, the recipient needs to report the damage via Pic-Time customer support with a written explanation as well as photos of the damaged items. Orders that are found as damaged in production will be remade and shipped at no extra cost to the client. Refunds do not apply.

Damaged orders during shipping

The photographer/client must report any damages via Pic-Time customer support and send images of the damaged packaging and damaged product within 14 days of delivery. Once NPhoto receives these we will remake and ship the product free of charge. Refunds do not apply.

Delayed orders (on the lab's end)

When and if there is a scheduled or unforeseen delay within production, NPhoto will advise the photographer/client via Pic-Time customer support team as soon as possible and provide an adjusted schedule as well as upgrade shipping if applicable. Shipping refunds are applicable on a case by case basis. If an order is delivered late due to a delay in production (due to an error within the lab) and is more than 7 business days, Nphoto will refund the photographer/client in full.

Delayed orders due to shipping

If a client requests and the standard delivery time has passed, Nphoto will review this on a case by case basis and, if deemed necessary, a remake will be made and shipped at no additional cost to the client. Refunds do not apply.

Customs tax

Customs tax fees for international deliveries are paid by the photographer/client when the package arrives in the country.

Returned orders

Orders that are returned as a result of an incorrect address or failed delivery attempts on the clients will incur additional shipping charges and are the responsibility of the photographer.

If an incorrect address was input by NPhoto, we assume responsibility and will cover any reshipping costs.

Orders lost in transit

Orders lost in transit will be remade and shipped at no extra cost to the client. Refunds do not apply.

Order cancellations

Cancellations are possible if the order has not yet gone into production. If production for an order has already begun production and the client would still like to cancel, the entire production fee would be charged. Shipping costs will not be charged.

Orders with missing items

Orders received as incomplete or with missing items need to be reported via Pic-Time customer support. NPhoto will then have the items remade and shipped out right away. Refunds do not apply.

Damaged orders during production

If an order has arrived damaged due to a production issue, the recipient needs to report the damage via Pic-Time customer support with a written explanation as well as photos of the damaged items. Orders that are found as damaged in production will be remade and shipped at no extra cost to the client. Refunds do not apply.

Damaged orders during shipping

The photographer/client must report any damages via Pic-Time customer support and send images of the damaged packaging and damaged products within 14 days of delivery. Once One Vision receives these we will remake and ship the product free of charge. Refunds do not apply.

Delayed orders (on the lab's end)

When and if there is a scheduled or unforeseen delay within production, One Vision will advise the photographer/client via Pic-Time customer support team as soon as possible and provide an adjusted schedule as well as upgrade shipping if applicable. Shipping refunds are applicable on a case-by-case basis. If an order is delivered late due to a delay in production (due to an error within the lab) and is more than 7 business days, One Vision will refund the photographer/client in full.

Delayed orders due to shipping

If a client requests and the standard delivery time has passed, One Vision will review this on a case-by-case basis and, if deemed necessary, a remake will be made and shipped at no additional cost to the client.

Customs tax

Customs tax fees for international deliveries are paid by the photographer/client when the package arrives in the country.

Returned orders

Orders that are returned as a result of an incorrect address or failed delivery attempts due to the clients will incur additional shipping charges and are the responsibility of the photographer.

If an incorrect address was input by One Vision, we assume responsibility and will cover any reshipping costs.

Orders lost in transit

Orders lost in transit will be remade and shipped at no extra cost to the client. Refunds do not apply.

Order cancellations

Cancellations are possible if the order has not yet gone into production. If production for an order has already begun production and the client would still like to cancel, only the materials used would be charged. Shipping costs will not be charged.

Orders with missing items

Orders received as incomplete or with missing items need to be reported via Pic-Time customer support. One Vision will then have the items remade and shipped out right away. Refunds do not apply.

Damaged orders during production

If an order has arrived damaged due to a production issue, the recipient needs to report the damage via Pic-Time customer support with a written explanation as well as photos of the damaged items.

Orders that are found as damaged in production will be remade and shipped at no extra cost to the client. Refunds do not apply.

Damaged orders during shipping

The photographer/client must report any damages via Pic-Time customer support and send images of the damaged packaging and damaged products within 14 days of delivery. Once Oodio receives these we will remake and ship the product free of charge. Refunds do not apply.

Delayed orders (on the lab's end)

When and if there is a scheduled or unforeseen delay within production, Oodio will advise the photographer/client via Pic-Time customer support team as soon as possible and provide an adjusted schedule as well as upgrade shipping if applicable. Shipping refunds are applicable on a case-by-case basis. If an order is delivered late due to a delay in production (due to an error within the lab) and is more than 7 business days, Oodio will refund the photographer/client in full.

Delayed orders due to shipping

If a client requests and the standard delivery time has passed, Oodio will review this on a case-by-case basis and, if deemed necessary, a remake will be made and shipped at no additional cost to the client.

Customs tax

Customs tax fees for international deliveries are paid by the photographer/client when the package arrives in the country.

Returned orders

Orders that are returned as a result of an incorrect address or failed delivery attempts due to the clients will incur additional shipping charges and are the responsibility of the photographer.

If an incorrect address was input by Oodio, we assume responsibility and will cover any reshipping costs.

Orders lost in transit

Orders lost in transit will be remade and shipped at no extra cost to the client. Refunds do not apply.

Order cancellations

Cancellations are possible if the order has not yet gone into production. If production for an order has already begun and the client would still like to cancel, only the materials used would be charged. Shipping costs will not be charged.

Orders with missing items

Orders received as incomplete or with missing items need to be reported via Pic-Time customer support. Oodio will then have the items remade and shipped out right away. Refunds do not apply.

Damaged orders during production

If an order has arrived damaged due to a production issue, the recipient needs to report the damage via Pic-Time customer support with a written explanation as well as photos of the damaged items.

Orders that are found as damaged in production will be remade and shipped at no extra cost to the client. Refunds do not apply.

Damaged orders during shipping

The photographer/client must report any damages via Pic-Time customer support and send images of the damaged packaging and damaged product within 14 days of delivery. Once Pikto receives these we will remake and ship the product free of charge. Refunds do not apply.

Delayed orders (on the lab's end)

When and if there is a scheduled or unforeseen delay within production, Pikto will advise the photographer/client via Pic-Time customer support team as soon as possible and provide an adjusted schedule as well as upgrade shipping if applicable. Shipping refunds are applicable on a case-by-case basis. If an order is delivered late due to a delay in production (due to an error within the lab) and is more than 7 business days, Pikto will refund the photographer/client in full.

Delayed orders due to shipping

If a client requests and the standard delivery time has passed, Pikto will review this on a case-by-case basis and, if deemed necessary, a remake will be made and shipped at no additional cost to the client.

Customs tax

Customs tax fees for international deliveries are paid by the photographer/client when the package arrives in the country.

Returned orders

Orders that are returned as a result of an incorrect address or failed delivery attempts on the clients will incur additional shipping charges and are the responsibility of the photographer.

If an incorrect address was input by Pikto, we assume responsibility and will cover any reshipping costs.

Orders lost in transit

Orders lost in transit will be remade and shipped at no extra cost to the client. Refunds do not apply.

Order cancellations

Cancellations are possible if the order has not yet gone into production. If production for an order has already begun production and the client would still like to cancel, the entire production fee would be charged. Shipping costs will not be charged.

Orders with missing items

Orders received as incomplete or with missing items need to be reported via Pic-Time customer support. Pikto will then have the items remade and shipped out right away. Refunds do not apply.

Damaged orders during production

If an order has arrived damaged, Print by DKJ will need to investigate and determine if the damage was done in production or in transit. The client should report the damage via Pic-Time customer support with a written explanation as well as photos of the damaged items. Orders that are found as damaged in production will be remade and shipped at no extra cost to the client.

Damaged orders during shipping

If an order has arrived damaged from transit, the client needs to report the damage within 72 hours of delivery via Pic-Time customer support with a written explanation as well as photos of the damaged items and packaging. If there is visible damage on the packaging the client must report this to the courier upon delivery. Orders that are found as damaged in transit will be remade and shipped at no extra cost to the client. If a client fails to report any damage as a result of transit within 72 hours of delivery, Prints by DKJ cannot guarantee a remake at no additional cost.

Delayed orders (on the lab's end)

If an order is delayed, it’s because it hasn’t met our quality control standards or there is a stock issue with one of the materials we need to produce the product. Prints by DKJ will get it produced as fast as possible without sacrificing any quality standards. Refunds are not applicable for delayed orders.

Delayed orders due to shipping

We do not take responsibility for delays that are caused by shipping carriers as this is out of our control.

Customs tax

Customs tax is to be paid by the receiver of the goods. We follow local tax import & export laws. We declare the full value of the goods if/when needed.

Returned orders (and who is responsible for reshipment costs)

Orders that are returned as a result of an incorrect address or failed delivery attempts on the clients end will incur additional shipping charges and will be the responsibility of the photographer. If the order is returned as a result of an incorrect address on the lab's part, we will reship at no extra cost.

Orders lost in transit

If an item is lost in transit Prints by DKJ will inquire what has happened with the shipping courier. Once the item has been determined as lost we will make and ship a replacement.

Order cancelations

If production for an order has already begun it can not be canceled. Prior to production cancellation is possible. If an order has gone into production and the client would still like to cancel, the entire production fee would be charged.

Orders with missing items

We will reship the missing items as soon as possible without any additional cost.

Damaged orders during production

If an order has arrived damaged due to a production issue, the recipient needs to report the damage via Pic-Time customer support with a written explanation as well as photos of the damaged items. Orders that are found as damaged in production will be remade and shipped at no extra cost to the client. Refunds do not apply.

Damaged orders during shipping

The photographer/client must report any damages via Pic-Time customer support and send images of the damaged packaging and damaged product within 14 days of delivery. The photographer/client must request a damage report from the shipping company upon delivery. Once Profotonet receives these we will remake and ship the product free of charge. Refunds do not apply.

Delayed orders (on the lab's end)

When and if there is a scheduled or unforeseen delay within production, Profotonet will advise the photographer/client via Pic-Time customer support team as soon as possible and provide an adjusted schedule. Upgraded shipping or shipping refunds are applicable on a case by case basis. If an order is delivered late due to a delay in production (due to an error within the lab) and is more than 7 business days, Profotonet will refund the photographer/client in full.

Delayed orders due to shipping

If a client requests and the standard delivery time has passed, Profotonet will review this on a case by case basis and, if deemed necessary, a remake will be made and shipped at no additional cost to the client. Refunds do not apply.

Customs tax

Customs tax fees for international deliveries are paid by the photographer/client when the package arrives in the country.

Returned orders

Orders that are returned as a result of an incorrect address or failed delivery attempts on the clients will incur additional shipping charges and are the responsibility of the photographer.

If an incorrect address was input by Profotonet, we assume responsibility and will cover any reshipping costs.

Orders lost in transit

Orders lost in transit will be remade and shipped at no extra cost to the client. Refunds do not apply.

Order cancellations

Cancellations are possible if the order has not yet gone into production. If production for an order has already begun production and the client would still like to cancel, the entire production fee would be charged. Shipping costs will not be charged.

Orders with missing items

Orders received as incomplete or with missing items need to be reported via Pic-Time customer support. Profotonet will then have the items remade and shipped out right away. Refunds do not apply.

Damaged orders during production

If an order has arrived damaged, the recipient needs to report the damage within 7 business days of delivery via Pic-Time customer support with a written explanation as well as photos of the damaged items and packaging. QtAlbums will investigate and determine if the damage was done in production or in transit. QtAlbums reserves the right to assess complaints on a case by case basis and if an item should be returned to QtAlbums. Shipping would be the responsibility of the client. Orders that are found as damaged in production will be remade and shipped at no extra cost to the client. Remakes will be sent to the original address unless another new address is given. If a client fails to show photo proof of damage any claim of damage by the client will be void and will not be the responsibility of QtAlbums. Refunds do not apply.

Damaged orders during shipping

If an order has arrived damaged, the recipient needs to report the damage within 7 business days of delivery via Pic-Time customer support with a written explanation as well as photos of the damaged items and packaging. If there is visible damage on the packaging the client must report this to the courier upon delivery. Orders that are found as damaged in transit will be remade and shipped at no extra cost to the client. If a client fails to report any damage as a result of transit within 7 business days from the time of delivery, QtAlbums cannot guarantee a remake at no additional cost.

Delayed orders (on the lab's end)

When and if there is a scheduled or unforeseen delay within production, it’s because it hasn’t met our quality control standards or there is a stock issue with one of the materials we need to produce the product. QtAlbums will advise the client via the Pic-Time customer support team as soon as possible and provide an adjusted schedule to get an order completed and shipped out, without sacrificing any quality standards. Refunds do not apply.

Delayed orders due to shipping

We do not take responsibility for delays that are caused by shipping carriers as this is out of our control.

Customs tax

Any customs tax applied is dealt with by QtAlbums. Clients will receive their packages with a proforma invoice, as it is an essential document for customs. This document is not a commercial invoice and does not generate any costs.

Returned orders (and who is responsible for reshipment costs)

Orders that are returned as a result of an incorrect address or failed delivery attempts on the clients end will incur additional shipping charges and will be the responsibility of the photographer. If QtAlbums is at fault, we will cover the cost of shipping.

Orders lost in transit

If an item is lost in transit QtAlbums will inquire what has happened with the shipping courier. Once the item has been determined as lost (usually up to 72 hours from EDD) we will make and ship a replacement.

Order cancelations

If production for an order has already begun it can not be canceled. Prior to production cancellation is possible. If an order has gone into production and the client would still like to cancel, a production fee for the materials used would be charged.

Orders with missing items

QtAlbums will reship the missing items as soon as possible without any additional cost.

Damaged Orders during production

Damaged orders due to production issues will be remade and reshipped at no additional cost to the client. Refunds do not apply.

Damaged orders during shipping

If you receive your order and notice damage that took place during shipping, please report the issue via Pic-Time customer support to begin the repair process. RedTree will remake and ship the damaged item at no extra cost to the client. In the event that RedTree requires the damaged item to be returned we will cover the shipping costs. Refunds do not apply.

Delayed Orders

Any order with a delay will be produced and shipped as soon as possible. Refunds do not apply.

Delayed orders due to Shipping

Delivery times may vary by location, weather conditions, and other unforeseen circumstances that affects the shipping carrier and for this reason we do not take responsibility for delays in shipping as this is out of our control. We will however review any requests for inquiry on a case by case basis with the shipping company.

Customs Tax

Customs tax fees for international deliveries are paid by the photographer/client when the package arrives in the country.

Orders lost in transit

We are eager to resolve any lost orders with the shipping carrier on a case-by-case basis. If you encounter questions or concerns regarding the delivery of your order, please let us know via Pic-Time customer support so we can investigate and determine next-steps. In rare situations when a package is unable to be recovered or delivered, we will remake the order to reattempt delivery to an alternate address.

Cancelled Orders

Should a photographer/client decide to cancel an order, we will issue a refund for the total value of that which has not yet been made in production. When submitting an order, the photographer/client agrees to the following terms and conditions:

I agree that once this album is submitted, I have 60 minutes to make any changes. After 60 minutes, it is highly probable we have already begun production and this order cannot be changed unless ordered on the weekend. I understand that I am responsible for the designs and photos I am uploading and RedTree is not liable for any mistakes. I have proofed the design and approve it for production. I understand that RedTree has the right to refuse an order that contains objectionable or offensive material that might offend our employees and/or the general public.

Orders with missing items

RedTree will remake any missing products from the received order and ship at no extra cost to the client.

Returned Orders

Orders that are returned as a result of an incorrect address or failed delivery attempts on the clients end will incur additional shipping charges and will be the responsibility of the photographer. If an incorrect address was input by us, we assume responsibility and will cover any reshipping costs.

Damaged orders during production

Richard will remake orders upon Pic-Time’s request for orders with errors or flaws under a circumstance that falls on Richard Photo Lab’s production team and could have been prevented through quality at no charge to Pic-Time.

This includes:

We do not require the order to be sent back to us, however we may request that photos be sent to us for internal evaluation on a case-by-case basis and if possible.

Please contact Pic-Time support with a written explanation of the damage and include images of said products. If the lab determines the damage to be an error during production, the lab will reprint and reship the order at no additional cost.

Damaged orders during shipping

The receiving client should contact Pic-Time support with a written explanation of the damage and include images of said products. If the lab determines the damage to be an error during shipping the lab will reprint and reship the order at no additional cost.

Delayed orders

Orders may be delayed due to issues in production or problems encountered by our shipping carriers. While extremely rare, when an order is delayed by an issue in production, Richard will contact Pic-Time proactively so the end customer can be notified of the delay. At that point, the order can be cancelled if desired.

Delayed orders due to shipping

When an order is delayed by a shipping carrier, Richard will issue a refund for the order if requested.

Customs tax

Any added customs tax is to be paid by the receiving client.

Returned orders

In the case of the customer providing an incorrect shipping address or failed delivery attempts, reshipping is to be paid by the photographer. In all other cases the lab will cover the cost of reshipping.

Orders lost in transit

Richard will remake orders when they have been lost or damaged by the shipping carrier.

Order cancelations

Richard’s support staff will cancel orders that have not yet been printed. If the order has been printed but has not yet been shipped, the produced items will be discarded, and we will issue a refund for the shipping cost.

Orders with missing items

Richard will remake and ship out items that were missed at no additional cost.

Damaged orders during production

If an order has arrived damaged due to a production issue, the recipient needs to report the damage within 7 days of delivery via Pic-Time customer support with a written explanation as well as photos of the damaged items. This will be handled on a case by case basis and orders that are found as damaged in production will be remade and shipped at no extra cost to the client.

Damaged orders during shipping

The photographer/client will need to report any damages via Pic-Time customer support and send images of the damaged packaging and damaged product. Once we receive these we will remake the product free of charge.

Delayed orders

When and if there is a scheduled or unforeseen delay within production, Seldex will advise the client via the Pic-Time customer support team as soon as possible and provide an adjusted schedule to get an order completed and shipped out. Refunds do not apply.

Delayed orders due to shipping

We do not take responsibility for delays that are caused by shipping carriers as this is out of our control.

Customs tax

The client is responsible for any customs/duties for goods delivered within their country.

Returned orders

Orders that are returned as a result of an incorrect address or failed delivery attempts on the clients end will incur additional shipping charges and will be the responsibility of the photographer.

Orders lost in transit

Orders lost in transit will be remade and shipped at no extra cost to the client. Refunds do not apply.

Order cancellations

Prior to production cancellations are possible if requests are received by Seldex (via Pic-Time customer support) within 3 hours of placing the order. If production for an order has already begun it can not be canceled. If an order has gone into production and the client would still like to cancel, the entire production fee would be charged.

Orders with missing items

Orders received as incomplete or with missing items need to be reported via Pic-Time customer support. Seldex will then have the items remade and shipped out right away.

Damaged/Errored orders during production

Orders should be inspected immediately upon delivery and within 3 days of delivery shall give notice to SIM Imaging via Pic-Time customer support if any errors or damage is visible. The receiving client shall photograph the damaged/errored item and send it to Pic-Time support along with a written explanation of the damage. After 3 days the receiving client will not thereafter be entitled to reject the order or to claim from the Seller (SIM Imaging) in respect of any shortage, damage or other defect in the order.

If requested by the Seller, following notification of damage or other defect, defective items shall be returned promptly by the receiving client to the Seller.

If needed the Seller will arrange collection of the damaged products. The Seller will only arrange a collection on one occasion per item. Additional collection appointments will be charged at the rate of £12.50+VAT to cover the Seller’s cost of collection. With regards to fault in question, the Seller will determine individual action once investigation has concluded (case dependent), and where possible the Seller may instead opt to repair or replace the defective item. Should the receiving client be determined at fault but reject the items, the Seller will provide a cost, quote, or appropriate action to proceed.

Damaged orders during shipping

If the items arrive damaged in transit, the Seller does offer a replacement or a collection to repair the original item. The type of action will be determined on the product itself and the severity of the damage, the Seller will need images of the damaged items to determine on an individual basis. If items have become damaged in transit, the lab has a 72 hour window in which to report it to the courier in order to reclaim any costs in the case of a reprint or replacement. It is essential that any damaged orders are reported immediately to Pic-Time support in order for the Seller to replace the item. Any delays in reporting damages could mean the Seller is unable to replace the item free of charge.

Delayed orders

The Seller cannot guarantee 100% production times, in light of the recent events. The Seller will do their best to meet production turnaround times or to deliver ahead of schedule. Should there be any issues in production that would cause a delay, the Seller will get in touch with Pic-Time support so as to keep customers informed. The Seller does not offer any form of compensation on delayed orders but will always assess any issues on an individual basis if customers are unhappy.

Delayed orders due to shipping

The Seller cannot guarantee 100% shipping times, in light of the recent events these are not guaranteed by the Seller’s courier partners. In the case of any delays the receiving client should get in touch with the Seller via Pic-Time customer support so the Seller can investigate.

Customs tax

Any customs tax is the responsibility of the recipient, the Seller will not be responsible for any import duties. All orders will need to be supplied with a contact number and email address for the customs charge information / payment details which will be required by the couriers for any items being shipped outside of the UK.

Returned orders (and who is responsible for reshipment costs)

In the event that the delivery attempts are met with no response or in the case of an incorrect address, the item will be returned to the Seller. If the item is in good condition, it can be reshipped to the client, with reshipping charges covered by the photographer.

Returned orders can be assessed on a case by case basis if circumstances do not fit the matter of failed delivery attempts or incorrect shipping address, in which case the client should bring it to the attention of the Seller via Pic-Time customer support.

Orders lost in transit

If an order is suspected to be lost in transit, contact Pic-Time customer support so that the Seller can investigate this with the courier. The Seller will file the necessary claim with the shipping carrier. If the item is marked as "delivered" but the client claims it has not arrived, then the Seller can place a claim with the courier service within 48 hours of the item being marked as "Delivered" to investigate further.

Order cancelations

If any cancellations are required, please get in touch with the Seller via Pic-Time customer support as soon as possible.

If an order is cancelled before any action has been taken in production then it can be cancelled and refunded in full. If production work has begun and materials have been used (i.e. the prints have been printed or the inner of a frame has been started), the Seller can stop the item in production and evaluate a cost for cancellation at that time to cover only the materials used. If any cancellations are required, please get in touch with Pic-Time customer support as soon as possible.

Orders with missing items

If any items are missing from an order, the Seller will resupply the missing items. Orders are sometimes shipped as separate parcels and could be that one parcel is still en route, and would require further investigation with the couriers. The Seller would require the missing item details (the spec, size and the file name in the case of prints) and a picture of the received items and their packaging to action this.

Damaged orders during production

If an order has arrived damaged, the recipient needs to report the damage within 7 business days of delivery via Pic-Time customer support with a written explanation as well as photos of the damaged items and packaging. Snap Albums will investigate and determine if the damage was done in production or in transit. Snap Albums reserves the right to assess complaints on a case by case basis and if an item should be returned to Snap Albums. Shipping would be the responsibility of the client. Orders that are found as damaged in production will be remade and shipped at no extra cost to the client. Remakes will be sent to the original address unless another new address is given. If a client fails to show photo proof of damage any claim of damage by the client will be void and will not be the responsibility of Snap Albums. Refunds do not apply.

Damaged orders during shipping

If an order has arrived damaged, the recipient needs to report the damage within 7 business days of delivery via Pic-Time customer support with a written explanation as well as photos of the damaged items and packaging. If there is visible damage on the packaging the client must report this to the courier upon delivery. Orders that are found as damaged in transit will be remade and shipped at no extra cost to the client. If a client fails to report any damage as a result of transit within 7 business days from the time of delivery, Snap Albums cannot guarantee a remake at no additional cost.

Delayed orders (on the lab's end)

When and if there is a scheduled or unforeseen delay within production, it’s because it hasn’t met our quality control standards or there is a stock issue with one of the materials we need to produce the product. Snap Albums will advise the client via the Pic-Time customer support team as soon as possible and provide an adjusted schedule to get an order completed and shipped out, without sacrificing any quality standards. Refunds do not apply.

Delayed orders due to shipping

We do not take responsibility for delays that are caused by shipping carriers as this is out of our control.

Customs tax

Any customs tax applied is dealt with by Snap Albums. Clients will receive their packages with a proforma invoice, as it is an essential document for customs. This document is not a commercial invoice and does not generate any costs.

Returned orders (and who is responsible for reshipment costs)

Orders that are returned as a result of an incorrect address or failed delivery attempts on the clients end will incur additional shipping charges and will be the responsibility of the photographer. If Snap Albums is at fault, we will cover the cost of shipping.

Orders lost in transit

If an item is lost in transit Snap Albums will inquire what has happened with the shipping courier. Once the item has been determined as lost (usually up to 72 hours from EDD) we will make and ship a replacement.

Order cancelations

If production for an order has already begun it can not be canceled. Prior to production cancellation is possible. If an order has gone into production and the client would still like to cancel, a production fee for the materials used would be charged.

Orders with missing items

Snap Albums will reship the missing items as soon as possible without any additional cost.
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Damaged/errored orders during production

Any item received with an error or damage during production will be remade and shipped at no extra cost to the client. Any upgrade in the shipping method will be charged to the client.

If you wish to make modifications to the files or services, you will need to place a new order at your cost. The lab does not offer refunds in these scenarios.

Damaged orders during shipping

If the client receives an order that appears damaged, do not refuse the shipment, but immediately inspect the contents and contact Pic-Time support to get a remake order started. WHCC will file the necessary claim with the shipping carrier. Shipping damage is outside our control, and WHCC is only responsible for replacing the damaged items on our normal production timeline with our standard shipping methods. The clients are responsible for any expedited freight expense on shipping damage remakes.

Delayed orders

WHCC will do our best to communicate any delays within our facilities that we see as impacting Pic-Time orders. No refunds, partial or full will be given on any delays with the lab.

Delayed orders due to shipping

We do not take responsibility for delays that are caused by shipping carriers as this is out of the labs control.

Customs tax

It is the responsibility of the receiver to pay any import and customs tax.

Order Cancellations and Changes

Our production facility operates 24 hours a day, 7 days a week for most of the year. With our automated production system, orders can very quickly move past the point of cancellation or modification at all hours of the day. Cancellation requests must be sent to WHCC via Pic-Time customer support within 30 minutes of placing an order and will be handled on a case by case basis.

Please double check your orders for accuracy before submission.

If the order has not yet gone into production, WHCC will cancel the order. If the product is partially printed/assembled WHCC will charge for the components that have been completed. If an order is already completed, but not shipped, WHCC will charge for the completed product, but not for the shipping.

Returned Orders

Returns do not qualify for refunds. In the case of a returned order due to incorrect shipping information or failed delivery attempts WHCC do not cover the cost of reshipping.

Orders with missing items

Pic-Time customer support can reach out to WHCC customer support and we will work to get the missing items produced and shipped out according to our normal production timelines and shipping methods.

Lost in transit

If an order is lost in transit, contact Pic-Time customer support to get a remake order started. WHCC will file the necessary claim with the shipping carrier. Orders lost in transit are outside our control, and WHCC is only responsible for replacing the lost items on our normal production timeline with our standard shipping methods. The clients are responsible for any expedited freight expense on shipping damage remakes.

Damaged orders during production

Damaged orders due to production errors will either be remade and shipped at no additional cost to the client or refunded. Remakes together with a refund for the errored/damaged item are not applicable.

Damaged orders during shipping

Orders damaged due to shipping will be remade or refunded upon request but require images of the damaged items to be sent via Pic-Time customer support. Remakes together with a refund for the damaged items are not applicable.

Delayed orders (on the lab's end)

Orders that are delayed within the lab will be handled on a case by case basis. If the lab determines that a partial refund is applicable, it will be at the discretion of the lab.

Delayed orders due to shipping

Orders that are delayed due to shipping will be handled on a case by case basis. If the lab determines that a partial refund is applicable, it will be at the discretion of the lab.

Customs tax

Customs tax fees for international deliveries are paid by the photographer/client when the package arrives in the country.

Returned orders due to failed delivery or incorrect address (and who is responsible for reshipment costs)

Orders that are returned as a result of an incorrect address or failed delivery attempts on the clients end will incur additional shipping charges and will be the responsibility of the photographer. If an incorrect address was input by Wooden Banana, we assume responsibility and will cover any reshipping costs.

Orders lost in transit

Orders lost in transit will be remade and shipped at no extra cost to the client or refunded. Remakes together with a refund for the damaged items are not applicable.

Order cancelations

Cancellations are possible if the order has not yet gone into production. If production for an order has already begun production and the client would still like to cancel, the entire production fee would be charged. Shipping costs will not be charged.

Orders with missing items

Wooden Banana will reship the missing items as soon as possible without any additional cost.