Refund policy

Contact us if you were charged twice, paid but could not unlock or download your suite, or encountered a material technical defect that we cannot correct. Submit the request within 14 days of purchase and include the celebration name plus any useful screenshots or error details.

Because the product is personalized digital content and a complete watermarked preview is available before checkout, purchases are generally final once download access is supplied. We still review requests fairly and will honor any refund or cancellation right required by applicable law.

Printed products are personalized and made to order. Contact us immediately if an address, quantity or file is wrong. We will try to stop the order, but production may begin within minutes and cancellation is not guaranteed. If the fulfillment provider confirms a cancellation before production, we will refund the canceled print and shipping amounts. Once an order is in production, only shipping may be recoverable; once it is printed or shipped, it cannot be canceled or changed.

If a combined checkout included an Event Pass, canceling or refunding the physical items does not automatically refund the digital pass when download access was successfully delivered.

Report a damaged, defective, incorrectly produced or short-quantity order within 30 days after delivery. Include the order number, a description, and clear photos of the product, packaging and shipping label. If the claim is validated, we will arrange a replacement at no additional charge or refund the affected physical item when a replacement is not practical.

Report a package believed lost within 30 days after the estimated delivery date. Orders returned or lost because the buyer supplied an incomplete address, rejected delivery or did not collect the package are not normally eligible for a free replacement or refund.

Personalized printed products cannot be restocked, and our fulfillment network does not provide a return address. We therefore do not accept change-of-mind returns after production starts. We will always honor rights and remedies required by applicable law.

If payment succeeds but a technical problem prevents us from preparing or submitting the production files, we will first retry or help correct the problem. If we cannot fulfill the physical order, we will refund the unfulfilled print and shipping amounts. Any successfully delivered Event Pass remains subject to the digital terms above.

A full Event Pass refund removes the pass from that celebration. The suite remains saved and editable in preview mode, but watermark-free printing and downloads are locked again. A physical-item refund does not normally change digital access unless the Event Pass was also refunded.

Sign in and send the request through the Support Center. Refund timing after approval is controlled by Stripe and your bank.