Each lab has a different turnaround time for their products, return policy, and way of handling customer issues. The most important thing to keep in mind is that user errors (i.e. the user submitting the order knowing the paper or debossing option they want isn't offered) are not covered by any return policies. Instead, we recommend that they export for print and re-order the album directly through the lab, to ensure they get the options they originally wanted and to see if they can get a discount on the reprint. Other types of issues and how we handle them are as follows:



Bubbles in cover/ Broken spine / Bug found in book / Blind debossing not visible or missing a letter (double-check ccpro to ensure user entered it correctly) / Folded cards printed upside down (Miller's only):

Request images of the print product from the user, you will need to send these to the lab as evidence when you reach out to them about the order. Since these issues are not due to user error, you will need to email the lab's support team to inquire about getting the product reprinted. Please note:  Reprints should be free of charge.



Order was not delivered or was stolen from clients front porch:

Find shipping info in our lab dashboard and check to see if the order was marked as delivered. If it was marked as delivered, there should be a note stating where the delivery person left it (i.e. with front desk or by front door). Respond to user and encourage them to have their client check the location, as well as with any family or neighbors who may have intercepted the package. If the client states they cannot find the package and no one they know intercepted it, reach out to the lab to see about getting it reprinted and shipped out ASAP. 



For Miller's: Find the N or W order number under our Miller's dashboard and add that to your email, as our order numbers do not match the ones in their system.



For Design Aglow or LUSH: Contact Finao support, as they print for these labs.



Types of issues not covered by return policy:

• Chose wrong color or cover material.
• Didn't realize blind debossing is only option/wanted colored debossing.
• Wanted a different type of paper that wasn't listed.
• Images rotated on export (each user is responsible for thoroughly reviewing all exports before placing orders).