Return & Refund Policy

We want you to be completely satisfied with your passport or visa photo. Please read the policy below before placing an order.

All Sales Are Final

Because every order is custom-formatted specifically to your photo and the exact size, background, and specification requirements of your destination country or agency, we do not accept returns, exchanges, or refunds once an order has been placed and processed.

However — if your photo is rejected, we'll fix it at no cost. If the government office, embassy, consulate, passport agency, or other authority rejects your photo for any compliance reason, we will reformat, retouch, or reprint your photo again completely free of charge. This is the only exception to our no-return policy, and it has no limit on the number of times we'll make it right.

How to Request a Free Redo

Contact us within a reasonable time

Reach out as soon as you're notified of a rejection — by email or phone — ideally within 30 days of your original order.

Show us the rejection reason

Share the rejection notice, letter, or the specific reason given by the accepting office (e.g. background color, sizing, head position, glare, expression).

We reformat or reshoot at no cost

We'll correct the issue and send you a new digital image and/or send a new print order to your pickup location — free of charge, no questions asked.

What's Covered

Photo rejected by a passport office, embassy, consulate, or visa agency for compliance reasons (sizing, background, head position, expression, lighting, glare, shadows, etc.)
Photo rejected due to an error on our end during formatting, cropping, or printing
Digital image that doesn't meet the stated pixel dimensions or file format for your country's application

What's Not Covered

Change of mind after an order has already been placed and processed
Incorrect country, document type, or photo package selected by the customer at checkout
Photos rejected due to the customer's own submitted image quality (e.g. very low resolution, motion blur, filters applied, or another person aside from the applicant included) where the issue was not something we could reasonably correct
Store printing fees charged directly by Walgreens, CVS, or Walmart at pickup — those are a separate charge from the store itself, not from us
Delays or issues caused by the passport office, embassy, courier, or postal service that are outside our control

Not sure if your situation is covered? Just reach out to us and describe what happened — we review every case individually and would rather make it right than leave you stuck.

Order Cancellations

If you need to cancel before we've processed or formatted your photo, contact us as soon as possible. Once formatting or printing has started, the order is considered final and cannot be canceled or refunded.

Digital Delivery Issues

If you never received your digital image by email, check your spam/junk folder first, then contact us and we'll resend it right away at no charge.

Questions?

If anything here is unclear, or your situation doesn't fit neatly into the categories above, just get in touch. We'll work with you to make sure you end up with a photo that gets accepted.