Customer Service

ORDER BY PHONE
To order by phone, please call 1-800-92-ALBUM (25286). Please specify the exact product ID number as listed on the website.

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
All orders are shipped within 24 hours of being processed. For PayPal and Credit Card payments, this is within the first or second business day after arrival of order. For cheque and Money Order payments, the orders will be filled and shipped the day after your payment has been received and cleared. Delivery times are usually 2-10 days from date of dispatch for goods in stock, depending on your location and level of service selected. Orders for engraved albums usually require one to two weeks time before they are complete, depending on workload. Upon checking out, you will be given the opportunity to choose the level of service you require. For your convenience, the cost of shipping and the estimated date of arrival are listed for shipments with Canada Post. If you need your package quicker than the shipping methods listed, other services may be available on request. In this instance, please contact us by phone at 416.901.8966 or email info@pictureme.ca to discuss your specific needs and to verify that it can be done. We ship Monday through Friday. Some Saturday shipments are possible, but have an added handling cost. Those who have not received their orders after their expected arrival date should notify us immediately. If your order is not received to your satisfaction, contact us and we will remedy the problem at once.

CANCELLATION OF AN ORDER
All cancellations of a placed order must be received no later than 9:00 a.m. (EST) the next business day after your order has been placed. We strive to fill and ship your order within the same business day to ensure you receive your product in a timely manner. After your product has been shipped, you may not cancel your order.

RETURNS
We want you to love what you order from us, and we will do everything we can to make sure that shopping with us is the best experience it can be. However, we understand that sometimes an item just isn’t what you hoped it would be. There are many reasons why you might want to make a return, and we have done our best to address potential issues here.
We accept returns on the following:
- Items that are incorrectly shipped
- Items that are damaged upon receipt (photographic proof must be sent)
- Items you are simply not happy with


Please note that the following items are NOT returnable:
- Any item that has been customized or personalized.
- Any item not in saleable condition
- Any item not in its original packaging
- Any item which we have special ordered for you.
Returns must be received within thirty (30) days of receipt of your order. All return shipping charges are the responsibility of the customer. We want you to love what you order from us, and if there is a problem with your order, we will work with you to make sure you are satisfied.

WHAT IF THERE IS A MISTAKE ON MY CUSTOMIZED ITEM?
We pride ourselves on producing top-quality products with error free personalizing. Before we ship a personalized item, three separate people must inspect your order to ensure that it is free of defects and misspellings. However we are only human, and an occasional mistake does slip through. If this should happen, please contact us immediately via email info@pictureme.ca or phone 416.901.8966 / 1.800.922.5286 and we will make sure your problem is solved. We want to make sure your order is right.

WHAT IF I GAVE YOU THE WRONG INFORMATION FOR MY CUSTOMIZED ITEM?
After you place your order, you will receive an e-mail confirmation containing all the details of your order. If you detect any kind of error, it is important that you contact us as soon as possible: production on your order may well begin within 30 minutes. Please note that an album embossed with incorrect information CANNOT be re-embossed. Once it is done, there is no way to erase or re-do it. An entirely new album must be embossed. In a case like this, if the error is ours, we will offer you the choice of having the item re-done correctly or just refund your purchase. If the error is yours (due to incorrect order information), we will generally offer you a 25% courtesy discount on a new item, and you will be responsible for new shipping charges. However, every case is different, so please contact us and we will work through it together. We want to make sure your order is right, and we will give your situation individual attention until it is resolved.

PRIVACY & SECURITY
We are committed to preserving your privacy and security while you shop online. We do not give or sell your private information to any other company. Picture Me Inc. uses the information you provide to fulfill your orders and to help improve our service to you. We will use your e-mail address to contact you regarding your purchase. On occasion, we will call regarding your order. We will contact you regarding other product information only if you give us permission to do so.