Damaged Items- I received my package damaged by the carrier or I received my package which was fine but, the items were damaged
We sincerely apologize to hear you received your order in a less than spectacular condition! Nations Photo Lab takes pride and care in making sure each print and product is securely packaged. We want to ensure each order arrives to your door in pristine condition! In the unfortunate event you do receive a package/item that was damaged, you can submit a contact form to us. Please attach a photo of the damaged item(s) and/or shipping container.
If the shipping container was not damaged, please include this information. Once you submit a contact form, Customer Service will reach out to you as soon as possible to assist in this matter!
Not Mine- I received someone else's order
We sincerely apologize to hear this! In the case of an order intended for another recipient is received, please enclose any identifying information we may be able to use for follow-up. We would ask that if you receive something that is not yours to contact us through the contact form at your earliest convenience, and if your comfortable disposing of the product received we would ask you to do that in a suitable manner. If you are not comfortable, we can assist in providing other accommodations. Please include that information when submitting the contact form.
Our production line is not fully automated- we do handle prints and orders throughout the production and shipping process. Unfortunately, while extremely rare, this could happen through human error. It is our goal to ensure that your order is packaged correctly and completely!
Missing Items- I received my package with missing items
In the event an incomplete order is received, you can fill out our contact form. Please be sure to include the order ID and the specific item that was missing from your order. Orders which contain products with varying production times will ship separately. For example, if you order photo prints and a canvas, the prints will finish first and ship out then, the canvas will arrive separately afterwards. You can view the contents and status of your order(s) on the website under MY ORDERS. Search for your orders by date or order number. Click the order number to view the contents (does not apply to ROES orders).
Please keep in mind, this does not mean your order went to another client/recipient- daily cleaning procedures dictate that prints/items which are found without their appropriate work order or identifying information are discarded in a secure manner.
If you prefer to speak with us via phone or live chat, our phone line (888-507-5755) is available Monday through Friday 10:00 am-5:30 pm EST and our live chat is available Monday through Friday 10:00am-5:30 pm EST. Please have your order number, any snapshots of the issue(s), as well as other pertinent information readily accessible.