Order Inquiry Zone
Will Federal Holidays delay my order?
Will Federal Holidays delay my order? The answer is yes. Our fulfillment team does work on some holidays, but the Post Office does not. This means you will see delays in shipping and processing times due to Federal Holidays. Facility mail rooms will ...
Where's my order?
Where If it has been over 14 days since your order was placed and your loved one has still not received their order, please reach out to us! Our Customer Support Team is here to help. Be sure to include your order number in your message so our team ...
My order status says 'ARRIVED.' What does that mean?
When your order status updates to ARRIVED, this means that your order has arrived at the Facility’s designated mail location (usually this is a PO Box.) Your order will then be picked up and screened and inspected by facility staff in the facility’s ...
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 ...
How do I cancel my order?
If you have recently placed an order and need to cancel for any reason, you are able to do so within the Pelipost app. Orders can only be cancelled if the order is still in the PROCESSING status. Once the order prints, it cannot be cancelled. If your ...
My order status says 'FOLLOW-UP.' What does that mean?
When your order status reads 'FOLLOW-UP,' this means that one of our Order Advisors has reviewed your order and they require action or more information from you. In some cases, 'FOLLOW-UP' can indicate that there is an issue with one or more of the ...