Frequently Asked Questions

Have questions about product personalization, shipping, returns, or placing an order? Find answers below. If you need additional help, contact Photo Family Tree at info@photofamilytree.com or (727) 868-3243.

Personalizing Your Products

Which products can I personalize?

Personalization options vary by product. When personalization is available, the product page will display the applicable choices and a Design It button.

How do I personalize a product?

Choose the product and available options on its product page. Select Design It to open the editor, then add or replace photos and text as permitted by that design. Review your work carefully before adding the personalized product to your cart.

Can I personalize a product on a mobile device?

You can use the Design It editor on some mobile devices, but its mobile controls may be limited or difficult to navigate. For the easiest and most reliable personalization experience, we recommend using a desktop or laptop computer. If you use a mobile device, review every photo, name, date, and design element carefully before adding the product to your cart.

What kind of photos should I use?

Use clear, well-lit, high-resolution photographs whenever possible. Avoid blurry, very small, or heavily compressed images because they may not reproduce clearly in the finished product.

Should I review names, dates, and photographs before ordering?

Yes. Carefully check all names, dates, spelling, photographs, and design choices before submitting your order. Your personalized product is created based on the information you submit and approve.

Orders and Saved Designs

Can I save an unfinished design and return to it later?

No. You can't save an unfinished design and complete it later. You must complete and review the personalization during the same session. If you leave the editor before finishing, your work may be lost.

Can I edit a personalized product after adding it to my cart?

Before checkout, open your cart and look for an Edit option beside the personalized product. If that option is available, use it to return to the editor. Review the entire design again before completing checkout.

Can I change or cancel an order after submitting it?

Contact Photo Family Tree immediately at info@photofamilytree.com or (727) 868-3243. We cannot guarantee changes or cancellations once a personalized order has entered production.

Can I reorder a personalized product without recreating it?

You cannot retrieve and reorder a previous personalized design directly from your account. Contact Photo Family Tree with your name and previous order number. We may be able to retrieve the prior design from Gelato and help you place a new order, but availability is not guaranteed.

Shipping and Delivery

How long does order processing take?

Orders are generally processed within 2–5 business days, excluding weekends and U.S. federal holidays. Processing time is separate from delivery time.

Where do you ship?

Shipping availability varies by product and destination. Some products are available only within the United States, while others can be delivered internationally. Available shipping destinations will be shown during checkout.

Is shipping included in the product price?

Yes. Shipping is included in the product price for eligible orders and destinations. No separate shipping charge is added at checkout where included shipping applies.

How long does delivery take?

Estimated delivery after processing is generally 3–7 business days within the United States and 7–14 business days for international orders. These are estimates, not guaranteed delivery dates.

Will I receive tracking information?

Yes. When tracking is available, you will receive a shipping-confirmation email containing the tracking information after your order ships.

Who pays international customs duties and taxes?

The customer is responsible for any customs duties, import taxes, or other fees charged by the destination country. These charges are not included in the product price.

Returns, Refunds, and Exchanges

What items are eligible for return?

Eligible non-personalized items may be returned within 14 days of delivery. The item must be unused, in its original condition, and in its original packaging. Contact Photo Family Tree before returning any item.

Is there a restocking fee?

Yes. A 10% restocking fee applies to eligible non-defective returns.

Who pays return shipping?

The customer pays return shipping costs for eligible non-defective items. Return shipping costs are nonrefundable unless the item is defective, damaged, or incorrect because of an error by Photo Family Tree or Gelato.

Can I return or exchange a personalized product?

Personalized and custom-made products are final sale unless they arrive defective, damaged, or incorrect because of a production error.

What should I do if my order arrives damaged or defective?

Contact Photo Family Tree promptly at info@photofamilytree.com. Include your name, order number, a description of the problem, and clear photographs of the item and its packaging. Do not return the item until you receive instructions.

How will I receive an approved refund?

We issue approved refunds to the original payment method. The time required for the refund to appear in your account depends on your bank or payment provider.

Products and Availability

What products does Photo Family Tree offer?

Photo Family Tree offers personalized family tree keepsakes, family tree templates and canvas prints, handcrafted picture frames, heritage scrapbooks and family history pages, and photo books. Product options and personalization features vary by item.

Which products are available only in the United States?

Handcrafted wood picture frames, heritage scrapbooks, and family history paper products are available only within the United States.

Which products may be available internationally?

Family tree templates and canvas prints, photo books, and scrapbooks produced through Gelato may be available for international delivery. Availability depends on the product and destination.

How can I confirm whether a product ships to my location?

Add the product to your cart and proceed to checkout. Enter your delivery address, and Shopify will display the available shipping method, estimated delivery time, and shipping cost for that product and destination.

Payment and Checkout

What payment methods do you accept?

Photo Family Tree accepts the payment methods displayed during checkout. Available options may vary depending on your location, device, and order. Review the available payment methods before completing your purchase.

Is my payment information secure?

Yes. Payments are processed through Shopify’s secure checkout. Shopify stores are PCI compliant, which means the checkout follows established security standards for handling payment information.

Will sales tax be added to my order?

Applicable sales tax, if any, is calculated based on your delivery address and displayed during checkout before you submit your order.

How do I use a discount code?

Enter your discount code in the designated field during checkout and select Apply. Confirm that the discount appears in your order summary before completing your purchase.

Contact and Customer Support

How can I contact Photo Family Tree?

For assistance with a product, personalization, order, return, or other question, email info@photofamilytree.com or call (727) 868-3243.

What are your customer support hours?

Customer support is available Monday through Friday, from 9:00 AM to 5:00 PM Eastern Time. Photo Family Tree is closed on U.S. federal holidays.