Last updated: May 15, 2026
Refund & Return Policy
Every RedTree album, book, folio, and print is a custom, made-to-order product built from photographs and design choices you supply. Because each piece is unique, our policy is different from a typical off-the-shelf retailer. We stand behind our craftsmanship and want you to love the finished product. Please read this policy carefully and reach out before placing a large or first-time order if you have any questions.
Made-to-Order Products
All RedTree products are produced specifically for you after your order is approved and cannot be resold. For this reason, we do not accept returns based on a change of mind, design preference, cropping decision, or color taste once an order has gone into production.
Our Craftsmanship Guarantee
If your order arrives with a manufacturing defect, material flaw, binding issue, or shipping damage, we will repair, remake, or refund the affected item at our discretion at no cost to you.
To request a remake or refund under this guarantee, contact us within 14 days of delivery with:
- Your order number
- A clear description of the issue, including the page, spread, or print affected
- Photographs that show the defect (and the shipping carton if the damage occurred in transit)
We may ask you to return the affected piece so we can inspect and improve our process. We will provide a prepaid return label in that case.
Cancellations & Order Changes
You may cancel an order or request changes at no charge any time before production begins. Once production has started, typically within 1 business day of order confirmation, we are unable to cancel or alter the order, since materials have been cut and printed specifically for you.
Customer-Supplied Files
We print the files you upload. We are not responsible for issues that result from the source material you provide, including but not limited to:
- Low-resolution photographs that print soft or pixelated
- Color casts or exposure issues present in the source files
- Text, names, or dates that are misspelled in your design
- Crop, layout, or spine-text choices made during ordering
We will gladly help you re-order at a discounted reprint rate if something needs to be redone for these reasons. Contact us and we will work with you on an option.
Shipping Issues
We pack every order to survive transit, but couriers occasionally mishandle shipments. If your package arrives visibly damaged, photograph the carton before opening it if possible, then contact us with the photographs within 14 days. We will file a claim with the carrier and remake the affected piece.
If a tracking number shows delivered but you have not received the package, contact us within 14 days of the delivery date so we can open a trace and a courier claim on your behalf.
Refunds
Approved refunds are issued to the original payment method. Please allow 5 to 10 business days for the credit to appear on your statement after we issue the refund.
Contact Us
To start a remake, refund, or shipping claim, please contact: