What is your Refund Policy?
If your photos were returned by the facility for any of the following reasons, we are unable to issue a refund:
- The name doesn’t match the inmate ID number.
- Your incarcerated loved one has been moved or is no longer in custody.
- The photos violate a policy at the correctional facility.
- The address was entered incorrectly.
You can, however, modify and resend the order for a small reprocessing fee. If the photos contain prohibited content, we can remove the prohibited images. The reprocessing fee includes the cost of shipping and handling. The re-processing fee may not apply if you opted for Delivery Assurance. *See exclusions and limitations for Delivery Assurance
If your order has not been returned, but has still not been received by your loved one after 14 business days, please reach out to our Customer Support Team to investigate.
For PeliPALS Members
Paid members who have not used their funds are eligible for a full refund of the current month of service. We are not able to provide a refund for prior membership periods (months.) Please allow our Support Team 3-5 business days to process your refund.
Still have questions about refunds? Our Customer Support Team is here to help! Click here to contact us.
LA County Jail Photo Rules
The photo guidelines for LA County Jail (Terminal Annex, Twin Towers, and Castaic) are very strict. Below are of the most common violations we see that may cause your order to be placed in "follow-up" status. We are unable to issue a refund for ...
PeliPALS Membership FAQs
Q: How does my PeliPALS Membership work? A: Each month your membership will renew and your account will be credited with $10, $15, or $20 in prepaid funds, depending on the plan you select. You can use these funds on photos, notes, expedited shipping ...
Why haven’t my PeliPALS Membership funds been added to my account?
We ask that our PeliPALS customers allow 24-48 business hours for your funds to be visible in your account, as we enter all memberships manually. Thank you! Still have questions about your PeliPALS Membership? Our Customer Support Team is here to ...
Why did you reject my order? - For IOWA Facilities Only
IOWA Department of Corrections (IDOC) Facilities- You only pay for what is approved! Iowa Department of Corrections (IDOC) facility staff are able to pre-screen orders before they are printed and shipped by Pelipost. During this pre-screening ...