Shipping & returns

1. Shipping included

Your package price includes a standard photo shipping kit, a prepaid label for your photos to reach us, and shipping of your originals and USB drive(s) back to your US address. All three shipping legs are included. We currently accept US delivery addresses. Contact us before ordering if a carrier cannot deliver to your address or you require special shipping arrangements.

2. Timing

We expect to dispatch the empty kit within 5 business days of payment. Processing is estimated at 4–6 weeks after your photos arrive with us, with transit time additional. We will provide shipment information and contact you if a material delay changes the expected schedule. When applicable law requires delay consent or a refund option, we will provide it. The displayed processing estimate is not a guaranteed delivery date for a special occasion.

3. Preparing your shipment

Follow the kit’s packing instructions, include your order identification sheet, and keep a list of what you send. Use the provided label, retain the drop-off receipt, and use the processing address printed on that label. Our business correspondence address is not a photo drop-off or processing facility. If your label is damaged or you have waited more than 30 days to use it, contact us before shipping so we can check its validity.

4. Cancel before the kit ships

Email us with your order details. If the kit has not shipped and work has not begun, we will cancel and refund the order in full to the original payment method.

5. Cancel after the kit ships

If you voluntarily cancel after the kit ships but before scanning begins, we refund the unperformed service and undelivered media, less documented, nonrecoverable kit and shipping costs already incurred. We will explain these costs; there is no separate restocking fee. If we already hold your photos, we arrange their return. Do not send an unused kit back without contacting us first.

If scanning has started, contact us promptly. We will stop where reasonably possible and explain the work completed and costs incurred. Any refund for the unperformed portion will reflect actual completed work and nonrecoverable costs, not an automatic blanket forfeiture. These voluntary cancellation provisions do not limit refunds required for our nonperformance or by applicable law.

6. Missing files or defective media

Please open your media and inspect your originals soon after delivery. Report a missing scan, defective media, or an error to chris@villagekeepsakes.com, preferably within 30 days so our working copies can help. We will investigate and, where the service was defective, offer correction, replacement, or an appropriate refund without charging to remedy our error. Mandatory consumer rights are not limited by the requested reporting window.

7. Damage, loss, and address changes

Keep damaged packaging and contact us promptly if a shipment is missing or damaged. We will help investigate with the carrier and explain available remedies. Carrier coverage has exclusions and may not compensate sentimental value; we do not advertise unlimited insurance. The Service Terms explain lawful liability limits and their exceptions. If your address changes, notify us before dispatch. We may quote actual additional postage for customer-requested rerouting or a reshipment caused by an incorrect address, subject to applicable law.

8. How refunds are issued

Approved refunds are submitted promptly to the original payment method. Your bank or payment provider determines when the credit appears. We will communicate any information needed to process the refund and follow applicable statutory deadlines.