My order was returned by the facility. What should I do next?

Most photo orders returned from a facility will be mailed back directly to Pelipost (unless you are sending to a facility that requires the Sender's primary address). Once they arrive to us, your order status will update to "RETURNED." 

Please keep in mind that returned orders can take 30 days or longer to come back to our fulfillment center. 

Some of the reasons that your photos were returned may include the following:

• Your incarcerated loved one has been moved to another facility.
• Your incarcerated loved one is no longer in custody. 
• The photos you sent violated facility guidelines.
• The address was entered incorrectly.
• The inmate ID number was entered incorrectly.
  

Prohibited Content: If your order is returned because photos violated the facility's photo guidelines, please contact our Customer Support Team to modify and re-ship your order for a small processing fee. 

Incorrect Inmate Information: If your order is returned because of an incorrect mailing address or ID #, our team can correct the info and resend your order for a small processing fee.

If you opted for Delivery Assurance, there is no additional fee to re-send the order. Click here to learn more about Delivery Assurance, available for select facilities.

Still have questions about returns? Our Customer Support Team is here to help! Click here to contact us.

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