Refund & Return Policy

If your Pinhole Press gift doesn’t make you smile, then we’ll make it right.

Refunds and replacements

Every Pinhole Press photo gift is handcrafted. If the quality of your gift is compromised (e.g.; damaged, broken, assembled incorrectly) upon arrival, then we’ll work with you to replace or refund it. Refunds and reprints are granted on a case by case basis at the discretion of our customer support team.

Please contact our customer service team within 15 days of receiving your order to request a reprint or refund. To do so, email support@pinholepress.com with your order number (beginning with PP) in the subject line, and include a photo of the gift in question. And remember, our mission is to spread smiles so kindness goes a long way!

How to request a reprint

If you are unhappy with your purchase for any reason, please contact our Customer Support team within 15 days of receiving your order to request a reprint. Take a photo of the product, then email it to support@pinholepress.com with your order number in the subject line and a brief description of the issue.

To ensure quality, we may request a return of your original order or images of your original order. Once we receive this information from you, we will review everything with our Production Team to determine the best next steps. Reprint requests are evaluated individually and are not guaranteed for all issues.

If your order is damaged in transit

In the unlikely event that your order is damaged in transit, please contact Customer Support as soon as possible and we’ll do our best to help. Include your order number and attach the following to your email:

• Photo of the outer shipping package and any packing components
• Photo of the specific damage to the shipping package or container
• Photo of the corresponding damage to the product

Once we receive your email with the required photos attached, we will review everything with our Production and Shipping teams to determine the best next steps.

What is not covered

• Pinhole Press is not responsible for errors related to spelling, grammar, punctuation, low resolution images, accuracy of your text, or default text not removed during customization.
• We try to detect and warn about low-resolution images. If we warn you about a low-resolution image and you continue with that image, it is at your risk and does not warrant a refund or reprint.
• If there is default text in your product, such as “The Smith Family” or “Insert Text Here,” a pop-up warning will alert you when you add your product to the Shopping Cart. Any default text will be printed in your product unless you delete or change it. If you choose “Ignore and Continue” instead of “Fix,” you are assuming responsibility for any default text left in your product.
• Pinhole Press does not proofread gifts unless explicitly requested by the customer prior to placing your order.
• Pinhole Press does not issue refunds on delivery delays caused by the shipping carriers. Please reach out directly to the shipping carrier to file a claim for delayed delivery. If you do not receive your order at all, we will work with you to ensure you receive your order.

Contact customer support

Email support@pinholepress.com with your order number (beginning with PP) in the subject line. Customer Support hours are Monday–Friday, 9AM–5PM ET. Emails sent outside of these hours will be returned the next business day.