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Who do I contact for order production errors?

If you or your client has an issue with an order, please reach out to our Livechat Support by clicking on the chat bubble on the lower right hand side of any page.


Photographer view. Main Dashboard.


Client view. Gallery.

Support can locate the order via the order number or client email address. If products have been damaged, please also provide images of the damaged product. Support will send this to our lab production team to troubleshoot. 

If we are unavailable on chat, you can leave a message. Or you can email us directly at

Pic-Time will refund orders due to an error in the system or damaged products. We are not refunding in cases of user errors (cropping, incorrect photos selected, etc.) or in cases of issues due to photo quality or incompatibility to product type. We recommend ordering samples and setting orders on Hold in your Settings > Store Settings for high value products. In case the issue or order delay is due to a problem with the lab, we will appeal for compensation from the lab.