Frequently asked questions
Ordering
What if an order is late?
Although we do our best to provide exceptional service, on occasion orders can be late.
Estimated delivery date passed:
Please ensure the estimated delivery date has passed before you contact us. It is always best to monitor the tracking link on your confirmation email.
Order not dispatched:
If your order is not shown as dispatched on your tracking link and the estimated delivery date has past, please contact us and provide your order ID with a brief explanation.
Late shipping:
If your order is past the maximum estimated delivery date, please check the tracking link on your confirmation email. If there are recent updates in the tracking history, please wait for a few more days before you reach out to us and continue to monitor the updates. If there are no updates for several days, please contact us and provide your order ID with a brief explanation.
*Note the estimated delivery date provided is based on information from carriers and is not a guarantee. For international shipments, there may be several days in between tracking updates due to customs clearance processes.
What if a product is damaged?
In the unfortunate case that your order arrives damaged during transit, please email us within 30 days of receiving the item and we will be happy to send you a replacement order. It is important to include:
- The order ID reference.
- A description of the problem.
- Details about how the order was packaged and if the packaging is damaged.
- If your order contains more than one item, please let us know if you will require a reprint for all items.
- Pictures of the damaged order item(s) and its packaging (outside of the packaging and its inserts).
Pictures are very important as when an order arrives damaged, we trigger an internal investigation with our supplier and their print and logistics partners to ensure that this doesn't occur again and that any improvements are applied as soon as possible. We highly appreciate your input in answering all the questions and providing us with all the valuable pictures.
What should I do if my poster doesn't fit into the frame?
This is rare but in case it happens, it's important to distinguish between the different scenarios:
1. If you ordered the frame from a different website, you have to consider that Photo Memory Lane applies a centimetres to inches automatic conversion depending on where the order is shipped to: If the order is going to the US or Canada, it will be processed in inches; if it's going to the rest of the world, it will be processed in centimetres. We always recommend ordering the frame and print from Photo Memory Lane to avoid such cases.
2. If you ordered both the poster and the frame from Photo Memory Lane, there are a couple of checks to perform:
a) Check if the poster fits from the back of the frame. Sometimes, customers test if the poster fits into the frame by laying the poster on the front of the frame while the back of the frame actually has more space than the front.
b) If the poster doesn't fit from the back, measure the poster length and width, then contact us and provide your order ID with a brief explanation.
How do I cancel an order?
You can cancel orders only before they are printed. Orders can be sent to print within two hours of the order being placed. The process is automated so if you decide to cancel your order, you should contact us immediately so we can notify our supplier.
Note that due to the nature of personalised / custom-made items, we are unable to cancel an order if it has been already been printed.
I received incomplete order, what should I do?
If you received incomplete order please check your order confirmation email to see if there is more than one tracking link. It could be that your order was shipped in multiple packages. We suggest checking tracking links to view the status of your delivery.
If there is no additional tracking link and some items are missing from the order, please contact us and provide your order ID with a brief explanation. Our customer support team will send a replacement item free of charge if needed.
What if I received the frame but not the poster?
The posters and the frames are shipped unmounted but together. The posters are put inside the package in a cardboard envelope that can be confused with a cardboard liner that protects the frame.
The frames will be delivered pre-packed with corners and film, they will be placed in a flat package with strong edges.
If the poster was not delivered and there is only one tracking link on you order confirmation email, please contact us and provide your order ID with a brief explanation. We will be happy to check it for you and send a replacement item free of charge if needed.
Delivery & shipping
What if an order is lost in transit?
If you believe your order is lost and it meets the below criteria, please contact us and provide your order ID with a brief explanation. We'll be happy to send a replacement order.
- You have confirmed that the address provided is correct and complete.
- You have contacted your local post office or the shipping carrier to locate the order.
- The order is not marked as delivered by the shipping carrier.
- It has been several working days since the Estimated Delivery Date has passed (keep in mind that the lost order claim should be submitted within 30 days since the Estimated Delivery Date), and there were no recent updates made by the shipping carrier in the tracking link.
For the order to be considered lost, we might first need to confirm this with the shipping provider.
How quickly do you deliver?
The delivery time can vary and is determined by multiple factors, including but not limited to:
- The product ordered
- The print location
- The destination country
- The size of the order
- The status of the network
- The shipping method selected
Our supplier's network delivers to more than 200+ countries worldwide and has local production in 32 countries with a network of more than 130+ print partners.
If you want to get a more accurate estimation, you can place your order and see the live estimated delivery dates for specific shipping methods before you checkout.
Please bear in mind that the estimated delivery date shown when placing the order includes:
Fulfillment time: the time to create your products, which depends on the product.
Shipping time: the time to deliver from the print partner to the delivery address, which depends on the production country, delivery country, shipping method selected, the status of the network, and other factors.
The estimated delivery dates are indicative and do not constitute a guarantee. For high volumes, complex formats, certain countries, or special circumstances delivery times might vary.
Where do you print locally?
Local production in 130+ production hubs in 32 countries means that you get orders faster while reducing costs, waste, and carbon emissions.
The deep penetration of production hubs is why your supplier gets orders faster, smarter and greener, and rating of 4.7 out of 5 at Trustpilot (as of this writing).
Example of production hubs per country:
- US & Canada: 39 production hubs.
- United Kingdom: 17 production hubs.
- Germany: 8 production hubs.
- Australia & New Zealand: 10 production hubs.
We are constantly expanding our product range, and not all items are offered and produced in all locations. Sometimes, we may send an order to be produced in a different country and ship the product internationally, rather than produce it locally or in a location closest to your customer. This is determined by an algorithm that takes into account stock availability, production capacity, and logistics, having as an end goal a smooth and fast delivery.
Our supplier's local presence enables us to produce more than 85% of orders in the same country as where they are delivered, and they will keep expanding our network to include more countries and territories.
Do you ship internationally?
Our supplier's local presence enables us to produce more than 85% of orders in the same country as where they are delivered, and they will keep expanding our network to include more countries and territories.
We deliver worldwide to countries where we do not offer local production.
The order is marked as "delivered" but I have not received it
The most likely situation here is that the package has been delivered at the door, or received by someone else at the address. Please check further for any delivery notes or more information from the shipping provider.
We will not be able to provide a free replacement order if the tracking link indicates that the shipment was delivered.
My order shows it is being returned to sender, what now?
Most of the time, this is due to an incorrect or incomplete address such as an address for an apartment building with no apartment number. A mistake or exclusion with a single letter or number could cause the package to become undeliverable.
The order may also be returned to the sender if the recipient rejects the order. In such cases, we would advise you contact the recipient directly to verify if they have rejected the order due to not expecting it.
For the above cases, if you would still like to receive the order, you will be charged for a new order.
Returned due to other reasons:
Orders may be returned to the sender due to other reasons, including:
- The shipment was unclaimed at customs
- The shipment was unclaimed at the courier's pick up point
- The recipient being unavailable when the courier attempted delivery
- The courier may not support delivery to PO boxes
- The delivery destination was a military address
For these cases, please contact us with us so that we can arrange for a replacement to be sent. Please note that there will be a charge for shipping of the replacement order.
How are framed posters packed for shipping?
In most cases, the posters and the frames are shipped unmounted but together.
Posters are put inside the package in a cardboard envelope that can be confused with a cardboard liner that protects the frame.
The frames will be delivered pre-packed with corners and film, they will be placed in a flat package with strong edges.
If the poster was indeed not delivered together with the frame and there is only one tracking link available in your order confirmation email, we'll be happy to offer a free reprint. Please contact us and provide your order ID with a brief explanation.
Quality, sustainability & ethos
Are your papers, envelopes, and frames sustainable and/or certified?
Yes, we offer responsibly sourced FSC certified products from sustainably managed forests where available.
All our products are made with responsibly sourced and sustainable materials.
Product Safety
All products are produced in accordance with international and national product safety regulations.
Responsibly sourced materials
We always strive to use responsibly sourced materials. Our printed paper products and canvases are made from paper and wood from sustainably managed forests with a sustainable forest management system in place.
Quality that lasts
We work with suppliers that offer high-quality products that we hope will be enjoyed and used over and over again for a long period of time.
Photo Memory Lane partner with Gelato
It is vitally important to us that we work with a supplier that shares our ethos. Our chosen partner is Gelato. Gelato is a technology company that, with constant improvements, is on a journey to make printing more sustainable. Businesses of every size - creators, entrepreneurs, and enterprises use them to grow while reducing their environmental footprint.
A sustainable value chain
By printing locally we support local communities. They continuously work to make their value chain even more sustainable by setting high requirements, following up, and developing their network.
- High sustainability requirements towards print partners.
- All print partners have signed a Supplier Code of Conduct.
- A rigid and efficient compliance process to minimise risks in the supply chain.
- Print partners can be subject to on-location inspections.
Tech & Innovation
Their advanced print cloud technology gives access to the latest and most efficient print technologies.
Partnerships & collaborations
They collaborate with partners, suppliers, and NGOs to make printing more sustainable.
Support sustainable development goals
They support the UN Global Compact Sustainable Development Goals (SDGs) and have chosen three overall sustainability focus areas and defined material aspects that make a significant impact, both on our planet and for our customers.
These focus areas are to reduce environmental impact, positively impact people and act with responsibility.
Our ethos - sell globally, produce locally. Sustainability is at the heart of what we do.
Our chosen partner Gelato powers the world’s largest network of local production hubs for ecommerce sellers. Produce what you need, where and when you need it. Faster, smarter and greener. Harnessing the power of partnerships and technology, they produce your items near the end destination. This dramatically reduces waste, emissions, delivery times and cost. Better for the people - and the planet.
Their robust network of production partners is fuelled by software that ensures consistent product quality worldwide. Your products are made on demand and shipped where your customers are, speeding up delivery times and reducing waste, transportation distances, and carbon emissions.
As you purchase from Photo Memory Lane, you also help local production partners grow their business. Empowering local communities to produce what the local communities consume.
We love Gelato's approach to sustainability; to have a positive impact and take environmental, social, and economical responsibility, including governance and anti-corruption.