Business Policies

In the case where company production or third party fulfillment error is discovered, we will correct the order at no additional charge.

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: Delays resulting from late proof approval are not considered missed deliveries. Any delay in approving a proof will modify the 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, Return, Refund and Credit Policy:

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.

Orders placed but never approved for shipment will be automatically voided and refunded within 1 year.

Because our portraits are custom products and labor, materials, production and fulfillment costs are incurred as an order progresses, fees may apply depending on the status of the order when the request is received.

Refund/Fee:

No fee

25% Material fee

Not eligible for refund

Order Status:

In Progress / Review

In Production

Shipped and:

After proof was approved

No proof was requested

"Make no photo changes" requested

After 30 days elapsed

*Exceptions may apply to company or fulfillment errors, and qualifying missed deliveries.

Call us with any questions: 1 888 240-1170

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

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.

Policy updated: October 6, 2026.

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