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.