Shipping Policy
ORDER PROCESSING
Orders are processed Monday through Friday, excluding public holidays. Because every Painted Memory kit is custom-made from your personal photo, please allow 3–5 business days for production and quality inspection before your order is shipped. We do not ship on weekends.
Important: production and processing time is separate from shipping time. Estimated delivery times below are estimates, not guarantees, and may vary due to carrier delays, customs processing, weather, peak season volume, or other circumstances outside our control.
PREVIEW APPROVAL
Before production begins, we will send you a digital preview of your custom kit for approval. Processing time starts from the moment you approve your preview, not from the moment you place your order. Please approve your preview promptly to avoid delays.
CUT-OFF TIME
Our daily order processing cut-off time is 5:00 PM Eastern Time. Orders received after this time will be processed the following business day.
COUNTRIES WE SHIP TO
We currently ship to the United States and are working on expanding to additional countries. If you are located outside the US and would like to place an order, please contact us at info@painted-memory.com before purchasing and we will do our best to accommodate you.
ESTIMATED SHIPPING TIMES — UNITED STATES
Once your order has shipped, standard estimated delivery within the United States is 6–14 business days. Delivery times are estimates only and not guaranteed.
TRACKING
Once your order has shipped, you will receive an email with a tracking number you can use to monitor your package's status. Please allow 24–48 hours for tracking to become active after shipment. If you have not received a tracking email within 7 business days of approving your preview, please contact us at info@painted-memory.com.
SHIPPING TO MULTIPLE ADDRESSES
We can ship to one address per order. If you would like to send kits to multiple addresses, please place a separate order for each address.
PO BOXES & MILITARY APO/FPO ADDRESSES
We ship to PO Boxes and Military APO/FPO addresses. Please note that shipments to these addresses may take longer than standard estimated delivery times.
CUSTOMS & IMPORT DUTIES
For any international orders we fulfill on a case-by-case basis, customs clearance may cause additional delays. Your local customs office may require additional documents and time to process your package. In rare cases, customs may impose additional tariffs. If this happens, contact us at info@painted-memory.com within 7 days and include proof of payment, and we will review and reimburse eligible tariff fees where applicable.
WRONG ADDRESS
Please double-check all delivery information before completing your order. If any information is missing or incorrect, contact us at info@painted-memory.com within 24 hours of placing your order. If the order has already entered production or shipped, we may not be able to update the address.
LOST OR DELAYED PACKAGES
If your shipment appears delayed or your tracking has not updated for an extended period, please contact us at info@painted-memory.com and we will assist. If the carrier confirms the package is lost in transit, we will offer a free replacement or refund. If tracking shows "delivered" but you have not received your package, please first check with household members and neighbors and contact the carrier directly. We will assist you throughout the investigation process.
CUSTOMER SUPPORT
Our customer support team is available Monday to Friday, 9:00 AM to 5:00 PM Eastern Time. For any shipping-related questions, contact us at info@painted-memory.com. We aim to respond within 1–2 business days.