Processing and Shipping
Processing time is 3 to 7 business days for tangible goods and fan signs. Processing time for the Custom Candid Solo Video is up to two weeks. All other custom videos and photo sets may take up to a month for processing. Orders received after 5pm MST will be processed the next business day.
Shipping charges for your order will be calculated and displayed at checkout. All purchases are shipped by USPS and insured through USPS. Ownership of packages turned over to USPS transfers to the buyer. We are not responsible for lost, held, or damaged packages. We are not responsible for mis-delivery errors via carrier, or incorrect shipping info. In the case that your shipment is lost or damaged in transit, you are responsible to file the claim with USPS. We are not responsible for shipments sent to forwarding services or companies. If you place an order and your shipping address is a forwarding address you are responsible for contacting your forwarding company or service to locate your shipment. We are not responsible for weather related damage or delays. Once your package leaves our hands it is completely out of our control. You will not be refunded for the purchase from us if the USPS loses the package.
Please make sure your address is correct before placing order. We will not be responsible for incorrect addresses. If your package is returned you are responsible to contact us with the correct address to be shipped back to and for the shipping service. Shipping fees are not refundable.
International Orders: Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. We are not responsible for these charges if they are applied and are your responsibility as the customer. We have no way of knowing if you will incur a customs fee or not. If you do we are not responsible and you will not be reimbursed. We are not responsible for delays because of customs.
Orders for custom made products (videos, photo sets, fan signs, etc) may not be cancelled. Orders for memorabilia, clothing, DVDs, and magazines may be cancelled if they have not been autographed and must be cancelled before they are shipped to you.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Custom made products (videos, photo sets, fan signs, etc.) cannot be returned. Products that have been autographed cannot be returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
Downloadable software products
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery
To return your product, you should mail your product to: Danielle Delaunay 3116 S Mill Ave #616 Tempe Arizona US 85282
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
- Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
- Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
- Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send your item to: 3116 S Mill Ave #616 Tempe Arizona US 85282.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.