Our promise is simple: your photos are delivered, or you get your money back.
Photo mail to a correctional facility can be turned away for reasons a family can't easily see coming: a rule about envelope size, how many photos fit in one mailing, the way the ID number is written, or a facility changing its mail process. We take responsibility for those, because getting them right is our job.
What's covered
You get a full refund or a free reprint, your choice, when:
- The facility returns or rejects your photos for any reason other than the two listed under "What isn't covered".
- The address, ID number or housing unit on the envelope turns out to be wrong, even if the detail you gave us was wrong.
- A print is damaged, misprinted or missing from your envelope.
- We accepted your order to a facility we hadn't confirmed yet, and it turns out the facility won't accept our photos. In that case we refund you in full automatically, before anything is printed.
What isn't covered
- Photos showing content you confirmed wasn't there. At checkout we list the content the facility bans (for example nudity, gang signs, weapons or drugs) and ask you to confirm your photos don't show it. If a facility rejects photos for showing that content, we can't refund them.
- The person was released or moved before we mailed. If we learn about a release or transfer before mailing, we hold your order and contact you, and you can send it to their new facility or cancel for a full refund. Once mail has left us, a release or transfer we didn't know about isn't covered.
Cancelling
You can cancel for a full refund any time before your photos are printed. Email [email protected] with your order link.
How to claim
Email [email protected] within 60 days of the date your envelope was mailed. Include your order link and, if you have it, the returned envelope, a rejection notice, or a message from the person inside. You don't need to prove where things went wrong; tell us what happened and we'll sort it out.
How refunds are paid
Refunds go back to the card or payment method you used, usually within 5 to 10 business days of approval, depending on your bank. Reprints are mailed under the same promise as the original order.
What the person receives
Many prisons and jails no longer hand over original prints: some photocopy incoming mail and some scan it to a tablet. Before you pay, we tell you what the facility does, based on its published mail rules. Receiving a copy or a scan instead of the print, when the facility's rules say so, isn't a rejection and isn't covered by this policy.