Lifetouch FAQ

Photo Upload Options

What are the places I can upload photos from to create my Lifetouch products?

In addition to uploading pictures from your computer, you can also import the photos from your Facebook, Picasa, SmugMug and Flickr accounts. Once you've chosen your wall art and are ready to upload pictures, you will be prompted to select a photo source. You'll then be able to access all the above accounts and add your photos. Also, you can choose pictures from those saved while creating previous projects.

File Size, Type

What file types do you accept?

We accept files in these formats – .jpg, .jpeg, .tif, .tiff, .bmp.

What is the maximum file size limit for images I upload?

100 MB. This ensures error-free, faster uploads.

Image Resolution

Why am I getting an image resolution error?

To ensure that your wall art looks its best, we suggest uploading images with a minimum resolution of 150 DPI. If you received a low-resolution error message, the image you uploaded does not meet the minimum pixel requirements to provide you with high quality print results.

Returns

What is your return policy?

We want you to love your Lifetouch products! Alas, because they are personalized, we can't accept returns based on user error (a misspelled name, for example). However, if we make a mistake on your order, please contact customer care and we will give you a full refund.

Payment for all products is required to be made in full in advance. All items purchased on and shipped by lifetouch.com are subject to a shipment contract under which the risk of loss and title for such items passes to you upon our delivery to our shipping carrier.

Problems Creating My Personalized Product

I uploaded my photos, but can't create my wall art. What do I do?

We're sorry that you weren't able to create your wall art! So that we can fix the problem, please contact us and let us know the following:

  • When the error occurred
  • Which product you were creating
  • The URL in your browser's address line when the error occurred (if possible)
  • The operating system installed on your computer
  • Your browser and version

My Order

Can I edit my order after placing it?

Unfortunately, no. Due to the highly automated nature of our printing process we're unable to make changes to your order once it's been processed. If it has not been processed yet, we will cancel it for you, and you can recreate your wall art as you like. Please contact us if you want to cancel an order.

When will I receive my order?

Our turnaround time is 2-3 business days. So, your order should be ready for shipping in 2-3 business days (or less) after we receive your order. The shipping method you chose will determine how quickly the items arrive after that point.

Economy—up to 7 to 10 business days
Express—delivers in 2 to 5 business days
Second Day—delivers in 2 business days
Over Night—delivers the next business day

Orders shipped outside of the United States are set to deliver within 14 business days not including weekends.

Where is my order? How can I track it?

We typically ship orders within 48 hours of receiving them. So estimated delivery will be based on the shipping method you chose, plus 2 business days. You can track your order from My Account section on our website. Click on My Orders and you should see a tracking number for your shipped orders. Occasionally, if you ordered multiple items, your order may be split and you may see multiple tracking numbers.

How can I cancel an order?

Please contact us if you want to cancel an order. If it has not been processed yet, we will cancel it for you. We cannot cancel orders that have already been processed.

My Account, Shopping & Shipping

Can I edit my shipping address online?

No. You will have to call or email us to update your shipping address.

Can I update my email address online?

Yes. Log in. Then, click on the My Account tab. Under Personal Information, update your email address. Please note that this email id is only used for contacting you and will not update your log in email.

Can I update my credit card information online?

We do not store your credit card information. You will have to provide it at the time of ordering each time.

I have a promotional code. How do I use it?

When you're checking out, you will see a box under the Order Summary with the words Apply Code next to it. Enter your promotional code in the box and click the Apply Code button.

How do you calculate shipping costs?

Our shipping costs are calculated based on the destination, physical size of the order, quantity of items in the order and shipping method chosen.

Do you ship outside the US?

Yes, we do ship internationally. Shipping charges will depend on the weight and quantity of items purchased and the destination.

Image Copyright

I received a notification from you about my images saying that they were copyrighted. What is your policy on copyrighted material?

The image(s) that you submitted for processing are copyrighted by another company or person, and are protected from reproduction. If you are the copyright holder for this content, please be sure to notify us immediately so that we can send the proper release forms that will show your ownership or the permission you have received from the owner for reproduction. Please note that because your wall art had to be produced for us to discover the copyright violation, you will be charged in full for this order.