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Frequently Asked Questions and Answers


 Our Shipping and Delivery Policy 

What are your ShipmentProcessing Times?

Shipment and processing times depend on the product ordered.  No shipments of the following will occur on weekends and holidays but these products are processed within two days after production.

  •  Our Family History Coffee Table Scrapbook Kit
  •  Our Family History Scrapbook Pages
  •  Custom Fine Art Photo Frames
  •  More Personalized Gifts
What are my shipping rates and delivery estimates for specific products?

FREE shipping for the following three products in the continental USA: 

  • Our Family History Coffee Table Scrapbook Kit; 
  • Our Family History Scrapbook Pages
  • Custom Fine Art Photo Frames. 
  • LayFlat Scrapbooks and Photo Books

The estimated delivery time for UPS's Ground Shipment is 3-5 business days and there is no shipping cost for the four mentioned products above; shipping is free.

The More Personalized Gifts: are also Free shipping worldwide on the first product only. For the second and sequence products ordered, the shipping cost is paid by customers.

What are my delivery times and shipping costs for other products? 

Shipping charges on Family Tree Canvas Prints, the 30-page Scrapbooks, and the 30-page Photo Books orders will be calculated and displayed at Checkout.   

The canvas prints shipment method is Smart Post, and their estimated delivery time is about one week and a half. Similarly, the scrapbooks and photo books' estimated delivery time is about one week, and their method of shipment is Smart Post also.   Both the canvas and photo books shipping rates are Quoted at Checkout. 

How Quickly Do You Deliver the Canvas Prints? 

Usually, you will receive your canvas print within a week and a half. 

Where are the Family Tree Canvas Prints printed? 

Printed In 33 countries and distributed across multiple locations speeds up delivery times and helps reduce costs and carbon emissions.  Sometimes, the canvases orders are routed to a different producer and shipped internationally rather than to the location closest to you.  

Will I receive a shipment confirmation and order tracking numbers? 

You will receive an Order Confirmation email after you place your order. You will receive another confirmation with the tracking number when your order ships. 

Where do you deliver your Products? 

We deliver Family Tree Templates, Canvas Prints, Scrapbooks, Photo Books, and More Personalized Gifts worldwide. 

Can I cancel a delivery? 

No, an order cannot be canceled once the order is processed in our system, fulfilled, or shipped. 

Where can I see the status of my order? 

From the Home Page, on the right-hand side, click on the person icon, choose My Account from the drop menu, and click it. Once on the My Account Page, click My Orders on the left-hand side. There you will find the status of your order. 

Can I receive a shipment to Post Office boxes or APO/FPO addresses? 

Carriers will only accept shipments to a valid street address. They do not deliver to P.O. Boxes. Additionally, the addresses of the Army Post Office (APO) and Fleet Post Office (FPO) are not accepted. 

Who pays customs, duties, and taxes? 

Photo Family Tree, LLC is not responsible for customs and taxes applied to your order. All fees imposed during or after shipping are the customer's responsibility (tariffs, taxes, etc.). 

What if I receive a Damaged package? 

In the unfortunate case, your order arrives misprinted/damaged/defective, a claim for the item must be submitted within 7 days after the product is received.  All claims must be submitted no more than 7 days after the estimated delivery date. We will be happy to send you a replacement order.  Be sure to include the following:

  • A description of the problem and details about how the order was packaged.
  • Pictures of the damaged order item(s) and its packaging (outside of the packaging and its inserts).

What if the item is shipped to the wrong address? 

Wrong Address - If you provide us with an address considered insufficient or incorrect by the courier, the shipment will be returned to the printing facility.  The printing facility will donate returned and unclaimed  Apparel merchandise to charity after 30  days.   

However, if an item is lost due to an incorrect address provided by the customer, then we are not obligated to replace lost items.   In addition, we are not responsible for reshipment costs once we have confirmed an updated address with you (as applicable).


Our Exchange and Return Policy 

Can I get a refund or an exchange? 

Of course, a non-personalized purchased item can promptly be returned for a full refund, less a 10% restocking fee. Or a non-personalized thing can be exchanged for the same item within 14 days (about 2 weeks) of receipt. Please note the order must be in its original state and original packaging.    

However, we cannot accept returns of personalized items; unless the flaw is a  manufacturing error or product defect. Consequently, please check the spelling, dates, and names carefully, and review your personalization information before submitting your order to avoid mistakes. In addition, we cannot accept cancellations or changes to orders once you place them, for your order goes into production immediately after receiving them. 

How do I return an item, and who pays for returns? 

You can return eligible items in your Orders. Choose the order and select Return or Replace Items. Select the item you want to return and select an option from the Reason for return menu. Choose how you want to process your return and your preferred return method. Prepare your item for return, pay for it, and return the item.  




From the Home Page, on the right-hand side, click on the person icon, choose My Account from the drop menu, and click it. Once on the My Account Page, under Account Navigation, select My Designs. There you can edit or delete your saved designs. 

How can I retrieve, Edit, or Delete My Saved Designs?

There are two ways to retrieve your Saved Designs. 

(1.) If you have purchased a personalized item within the past 90 days and wish to edit or delete it.   From the Home page, select My Designs from the My Account Page under Account Navigation. There you can edit or delete your saved designs. 

(2.) Otherwise, if you have not made a purchase. From the Home Page, hover over the menu item and click on the category (photo book, scrapbook, etc.). Then once you see the image of the photo book, for example,  click on Design it.  You are transported to the Designer Interface, where you click My Designs and enter the name of your Design in the main Tab's Search by name window.  If you have not signed into your Account, you will be asked to sign in, and then you can search and retrieve your saved Design after signing into the system. In the Main tab on the left-hand side, you will see thumbnail images of your saved file.  Click on the image to edit it, or click on the trash can icon to delete it.


How can I reorder an item without recreating it? 

From the Home Page, on the right-hand side, click on the person icon, choose My Account from the drop menu, and click it. Once on the My Account Page, under Account Navigation, select My Orders. There you can review or reorder your designs. Files will only be saved for 90 days; your file will be deleted from the system. 

Why can't I place a Family Tree Canvas Print, a Scrapbook, or a Photo Book order in the same Cart with More Personalized Gifts Shopping Cart? 

Our print partners are two separate entities; thus, their carts must remain apart. You can add a canvas print, a scrapbook, and a photo book to the same Cart and place the order with that print partner. However, the only products that can be placed in a More Personalized Gifts Cart are Our Family History Coffee Table Scrapbook and Custom Fine-Art Photo Frames. 

Can I cancel an order? 

Once your order goes to our print partner's print queue, it can no longer be canceled. 



How do I check if an item is in stock? 

The system will automatically display an "Out of Stock" message if an item is out of stock.  

How do I leave a review? 

On any of the Product Description Pages, scroll down, and you will see two tabs labeled either "More Information or Details" and a second tab labeled "Reviews."  Then write your review in the fields provided under "Write Your Own Review. 

How can I see my review? 

From the Home Page, on the right-hand side, click on the person icon, choose My Account from the drop menu, and click it. Once on the My Account Page, under Account Navigation, select My Product Reviews. 



What types of payment do you accept? 

We accept Visa cards, Mastercards, Discover cards, and PayPal. 

How do I place an order? 

After you design one of the personalized products, add it to the Cart and go through Checkout.  On the other hand, if the item is a non-personalized item, simply add the item to the Cart and go through Checkout. 

Can I buy a gift card? 

No, not currently; we are working on it, so check back later for an update on the subject. 

Can I pay for merchandise in a different currency?

Yes, if you use PayPal.  Also, PayPal supports a large number of credit cards, including:

  • Visa
  • Mastercard
  • Discover
  • American Express
  • JCB
  • Dinners Club
  • EnRoute

Can I pay with Apple Pay or Google Pay? 

Yes, paying with Apple Pay or Google Pay debit cards is accepted when using PayPal, but paying through the App is not.

Can I pay in other forms of payment, such as "Pay Later or PayPal Pay in four" installments?

Yes, as long as the offer appears on PayPal's Checkout Form.  If any questions, call PayPal at 1(888) 221-1161

I have been overcharged for my order; what can I do? 

Contact us at info@photofamilytree.com for a remedy.



How do I set up an account? 

Click on the person icon from the Home Page on the right-hand side. Choose "Create an Account" from the drop menu. Once on the Create New Customer Account Page, create your Account. 

I have forgotten my password; how do I reset it?  

From the Home Page, on the right-hand side, click on the person icon, and choose My Account from the drop menu. Once, on the Customer Login Page, under your Registered Customers, click "Forgot Your Password," then click Reset My Password.  

How do I use guest checkout?  

Add your desired item to the Cart and click the Proceed to Checkout Button.  Then, add your name, address, and telephone number, and click, Next.  You will then see your invoice number and Add your Payment Method; however, you must use PayPal to pay for your order as a guest. 

Simply check out, sign into Paypal, and Checkout as a guest.  (Once you are transferred to PayPal's "Sign In Form," look under the Sign In Button, click it, and Checkout as a guest.) 

How do I amend my email address? 

From the Home Page, on the right-hand side, click on the person icon, choose My Account from the drop menu, and click it. Once on the Customer Login Page, click the box and the Sign in button. Under the Contact Information, click the "Edit" button next to the "Change Password" button, and change your email. 

How do I close my Account? 

From the Home Page, on the right-hand side, click on the person icon, choose My Account from the drop menu, and click it. Once on the My Account Page, under Account Navigation, select GDPR, and under Data Access, click on the radio button Erase Account, and then the submit button.