Business Policies

Replacement of Damaged Product Policy:

Any request for return and replacement of a damaged product must be received within 30 days of delivery. All requests must be initiated by submitting the Replacement of Damaged Product form located in the FORMS link in the footer section of our homepage. Upon submission of the form, a new order will be placed in your account and shipped immediately. Additionally, a pre-paid return shipping label will be emailed. Please affix the prepaid label to the original packaging and provide to FedEx for return delivery. Once the damaged product is received back to us, your original order will be fully credited.

Missed Delivery Policy:

In the case where an EXPRESS or PRIORITY service portrait does not arrive on the time stated on the receipt, it is our policy that the portrait may be returned for a full refund, or kept with a credit adjustment made to reflect actual delivery service achieved. All requests must be initiated by submitting the Missed Delivery form located in the FORMS link in the footer section of our homepage.

If you choose to have your pricing adjusted, please allow 1-2 weeks for this credit card adjustment to be reflected on your bank statement.

If your election is to return the product, a pre-paid return shipping label will be emailed. Please affix the prepaid label to the original packaging and provide to FedEx for return delivery. Once the missed delivery product is received back to us, your original order will be fully credited. Please allow 1-2 weeks for this credit card adjustment to be reflected on your bank statement.

Important notes:

1. PROOF delay: Any delay in approving a proof will modify the guaranteed delivery date and will not be covered by this policy.

2. ECONOMY service portraits do not have a guaranteed delivery date. Therefore are not covered under this policy.

3. MISSED DELIVERY by carrier due to circumstances beyond our control will receive a credit adjustment made to reflect the actual delivery service achieved. Please allow 1-2 weeks for this credit card adjustment to be reflected on your bank statement.

Cancelation and Return Policy:

It is our policy that you may cancel your order within 30 days for any reason. All order cancelations, refunds, and returns must be initiated in writing by submitting an order Cancelation, Refund or Return Form located in the FORMS link in the footer section of our homepage. Due to the labor and materials incurred in preparing orders placed, the following fee schedule applies based on the time that your request is received.

Proof is not approved. Request is to cancel print production.

Proof is approved, and request is to cancel shipping.

Portrait has shipped, and request is to return portrait.

In Progress / Review

In Production

Shipped

No fee incurred

25% material fee

50% fulfillment fee

PortraitsAtNeed.com takes copyright compliance seriously. We do not knowingly infringe upon the intellectual property rights – including copyrights – of others. Works of authorship, such as photographs, may be covered by copyright laws. For this reason, we count on our business partners to help us ensure compliance. In the case where a obvious and visible copyright appears as a watermark over the subject, it is the our policy to not remove or alter these markings. PortraitsAtNeed.com reserves the right to reject any work in its sole discretion for any reason whatsoever, including potential violations of copyright laws.

Privacy and Security Policy

We take the privacy and security of our customers very seriously. As a provider of meaningful, custom portraits for families and funeral professionals, we understand the importance of handling sensitive information with care.

Our Commitments:

Secure Transactions: All orders and personal data are protected by SSL encryption
Private Information: We never sell or share your personal information with third parties unless required by law.
Data Protection: Our systems are regularly monitored, updated, and backed up to prevent unauthorized access or loss.
Limited Access: Only authorized team members can access customer data—and only when absolutely necessary to complete your order.
Safe Payments: We partner with trusted payment providers to ensure your financial information stays secure.

Your Responsibility:
Please use a strong password when creating an account, and contact us immediately if you suspect any unauthorized activity. If you have questions about our security practices, contact us at: support@PortraitsAtNeed.com.

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