Orders & Delivery
Understanding Your Shipping Cost
What does my shipping cost cover? Your $5.99 Standard Shipping cost isn't just postage; it covers the full service that makes Pelipost different from other photo services. Here's what's included in every order: ?️ Professional Hand-Printing Every ...
How do I reset my cart?
Need to start your photo order over again? No worries- it's easy to reset your cart. Just follow these steps: 1.) From the Photo Selection Screen, tap 'Reset cart and start over.' You may need to navigate back to this screen using the back button in ...
How can I view my order history?
Want to see what you've already sent? You are able to view order history for any order placed within the Pelipost App. There are two ways to view your Order History: 1.) Home screen From the Pelipost app home screen, tap or click 'Orders.' Screenshot ...
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 ...
How long does it take for my loved one to receive photos?
Once your order is placed, your photos will be printed and shipped from our fulfillment center within 1-2 business days. Once shipped, photos arrive to your loved one's correctional facility in 5-7 business days with Standard shipping. If you’ve ...
What is Delivery Assurance?
What is Delivery Assurance? Delivery Assurance costs .99 cents per order and ensures that if your order is returned to us or does not arrive at the facility, our Pelipost Return Specialists will: Research the issue Modify the order as needed Resend ...
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 ...
What is Premium Shipping?
Premium shipping is available at select facilities for an additional fee. With Premium shipping, you will receive an individual tracking number, which you can use to track your order with USPS. Your order will arrive to the facility within 3-5 ...