Our policy lowdown
Due to the customized nature of our product, that contains your own personalized photographs, we do not honor returns or refunds on our custom reels.
On the flip-side, if you have received your order and have any concerns, please let us know and we will address them accordingly.
If you have just placed your order and need to make an edit to the reel or need to cancel the order, please contact us immediately to see what can be done. Once we have begun to process your custom reel with your photos, you will not be able to make any changes or cancellations and no refunds will be given.
*We have done our best to provide up-to-date and accurate information regarding shipping delivery times. However, please note that due to current and ever-changing events surrounding COVID-19 and increased online ordering, it is possible that some orders may experience unforeseen delivery delays. Currently, no shipping carriers are guaranteeing delivery times, they are only providing estimates. Because of this, our company cannot guarantee delivery dates for packages.*
- The shipping method that you choose will not impact our production time to make your order. The shipping method’s estimated delivery times are based from the time that your package leaves our facility.
- Once your package has shipped from our facility, you will receive an email, to the email address on your order, letting you know that it is on the way. If you have chosen a trackable shipping method, you will receive a tracking number in the shipment email (it will also be added to your order accessible via the “My Orders” link in your RetroViewer account). Tracking numbers will be updated by the shipping carrier within 24 to 48 hours to provide an estimated date of delivery.
- Once your order has been shipped, no changes to the order or shipping address can be accepted.
- Because USPS options and UPS Ground does not offer guaranteed delivery times, we recommend any time-sensitive orders be shipped via UPS 2-Day or UPS Next-Day.
Shipping methods offered:
Delivery by the US Postal Service for orders within the USA.
Services offered by USPS:
- Free shipping for redemption code users – Estimated delivery time once shipped from our location = 5 – 18 days (please note, this service does not offer tracking ability).
- First Class Mail – Estimated delivery time once shipped from our location = 5 – 14 days.
- Priority Mail – Estimated delivery time once shipped from our location = 3 – 10 days.
Notes about USPS shipping methods:
- Service availability is calculated in your shopping cart based on the shipping address and quantity of items ordered. Not all USPS services are offered to all order combinations.
- USPS shipping days are Monday through Saturday and do not include Sundays or any major US holidays.
- USPS delivery times are estimates and are not guaranteed by USPS or Image3D.
- Delivery times during holiday seasons and severe weather can take longer than the standard delivery estimates.
Delivery by UPS for orders within the USA and internationally
Services offered by UPS:
- UPS Ground – Estimated delivery time once shipped from our location = 3 – 7 business days.
- UPS 2-Day – Delivery time once shipped from our location = 2 business days (not including the ship date).
- UPS Next Day – Delivery time once shipped from our location = 1 business day.
Notes about UPS shipping methods:
- UPS Ground delivery times are estimates and are not guaranteed by UPS or Image3D.
- UPS delivery times during holiday seasons and severe weather can take longer than the estimated delivery times.
- UPS deliveries occur during business days, Monday through Friday and does not include the weekends or any major US holiday.
For estimated shipping prices, please see our Shipping Estimates page.
Policies on delayed shipments:
While rare, delays by the shipping companies can happen. Image3D cannot be held liable for any shipment delays that are out of our hands and/or caused by the shipping carrier.
We will, however, work with customers whose packages are delayed by the following:
- If a free (redemption code) shipment is not delivered within 18 shipping days after leaving our facility, we will work with the customer to come to a resolution.
- If a USPS First Class shipment is not delivered within 14 shipping days after leaving our facility, we will work with the customer to come to a resolution.
- If a USPS Priority shipment is not delivered within 10 shipping days after leaving our facility, we will work with the customer to come to a resolution.
- If a UPS Ground shipment is not delivered within 10 shipping days after leaving our facility, we will work with the customer to come to a resolution.
- UPS stands by their 2-Day and Next Day service, except in the event of weather or delays out of their control. If a UPS 2-Day or Next Day package is delayed by 1 day or more we will work with the customer to come to a resolution.
Delays are rare, but can happen during any time of the year. Delays are more common during holiday seasons when all shipping carriers are experiencing higher volumes and during severe weather periods. Because USPS options and UPS Ground does not offer guaranteed delivery times, we recommend any time-sensitive orders be shipped via UPS 2-Day or UPS Next-Day.
Policies on undelivered shipments:
If your package says it was delivered, but you do not have it, we will work with you and advise you to check all possible locations and confirm the shipping address.
Many times, USPS and UPS representatives will leave packages in an inconspicuous place. Typically, their intentions are good, they want to keep your package out of inclement weather, hidden from possible thieves, etc. However, sometimes, this means leaving packages in very odd places. We have heard of everything from under bushes, side doors, under chairs, and more. If your package says it was delivered, please be sure to double check all around your house and all possible places that the mailman could have left it.
Often times, packages are also left at a neighbors home by accident, so it is best to check with your neighbors as well.
Lastly, double check your order confirmation to ensure that you have input the correct shipping address. Due to the custom nature of our product, if you do not have your package and your address was input incorrectly on your order, you will need to place a new order to cover the costs to remake your reels and resend your package.
Shipment services offered by UPS:
- UPS Worldwide Expedited – Estimated delivery once shipped from our location = 2 – 5 business days.
- UPS Worldwide Express (only offered to select locations) – Estimated delivery once shipped from our location = 1 – 3 business days.
Notes about UPS international shipping methods:
- Service availability and price is calculated in the shopping cart based on the shipping address provided.
- UPS worldwide delivery times are estimates and are not guaranteed by UPS or Image3D. Delivery times during holiday seasons or severe weather can take longer.
- Many countries throughout the world charge their citizens an import duty or tax. These fees are not included in the shipping price and will be the responsibility of the receiver. The shipment company will typically collect the fees on behalf of the customs agency during the time of delivery. Many countries also allow for paying the fees online prior to the delivery. The laws and fees of importing vary by country and we highly recommend researching your country’s tax rates and procedures so that you are prepared. *Image3D will not be responsible for import fees or refused packages.
Due to customer response, we are aware that shipments to Greece and the UK have some of the highest import fees. If you live in one of these counties, please be prepared.
For estimated shipping prices, please see our Shipping Estimates page.
From time to time, Image3D offer's coupons for discounts on RetroViewer products. All coupons will be directly distributed via Image3D's email newsletter, Facebook page, or blog. Any distributed coupons must be used within the valid dates.
Coupon Warning: Be advised there are numerous websites that claim to provide Image3D discount coupons. Image3D does not provide nor condone any 3rd party websites with valid discount coupons. In some cases they may in fact be fronts for fraudulent internet practices. We highly recommend that you do not click any links on these websites to avoid the potential for malware, viruses or ransomware. We, at Image3D, try our best to monitor and eliminate this fraudulent use of our brand and web links to our site but most are unreachable and do not respond to our requests to stop this practice.