Updated September 23, 2026
Refund and reprint policy
Every Fondly Told book is made for one person, from their photos. That shapes what we can and can't do when something isn't right. This policy is part of our terms of sale.
If we got it wrong, or it arrived damaged
We will reprint it free, or refund you. You choose.
This covers:
- printing faults: smudges, streaks, wrong colors well beyond normal screen-to-paper difference, pages missing, repeated or out of order, blurry printing of a photo that was sharp in your proof;
- binding and finishing faults: a loose or crooked cover, pages falling out, a badly trimmed edge;
- damage in the mail: bent, torn, wet, crushed;
- the wrong item, or an item that doesn't match the proof you approved;
- an order that never arrives.
How to claim
- Write to hello@fondlytold.com within 30 days of delivery.
- Include your order code and a photo of the problem. For damage in the mail, a photo of the packaging helps too.
- We reply within 1 business day.
You don't need to send the item back unless we ask. If we ask, we pay the postage.
A reprint is made from the same files you approved, and ships to the same address unless you tell us otherwise. We hold your files for 60 days after delivery for exactly this reason. If you asked us to delete them early, we can no longer reprint, and a refund is what we can offer instead.
Refunds go back to the card or payment method you used, through Stripe. They usually show up within 5 to 10 business days, depending on your bank.
If it hasn't arrived
Delivery dates are estimates. If your order hasn't arrived within 10 days after the estimated delivery date, write to us. We will trace it with the carrier and, if it is lost, reprint it or refund you, as you choose.
If tracking says it was delivered and you can't find it, tell us within 7 days and we will look into it with the carrier.
What we can't refund
Once your order has gone to print, we can't refund or reprint it for these reasons:
- A change of mind. Your book is made only for you and can't be resold, so we can't take it back.
- Mistakes in the proof you approved. Typos, a wrong name or date, a photo you meant to leave out, a caption you didn't like, the order of the pages. You see every page before paying, and you tick "Print it exactly like this." That is why the tick box is there.
- Photo quality. A photo that was small, dark or blurry to begin with prints that way. Our editor marks photos that are too small to print well.
- Normal differences between screen and paper. Printed colors are a little different from a lit screen, and photos are cropped to the page as your proof shows.
- A wrong or incomplete shipping address. We ship to the address typed at checkout. If a parcel comes back to us, we will reship it for the cost of postage.
Canceling
Orders go to print soon after payment. Until yours does, you can cancel it for a full refund. Write to hello@fondlytold.com right away, with your order code, and we will do our best.
Once your order has gone to the printer, we will ask the printer to stop it. Printers allow that only for a short time, and if they stop it, you get a full refund. Once the printer has started making it, it can't be canceled.
If we cancel
We may refuse or cancel an order before it prints, for example if the content breaks our terms or we can't print it to a standard we are happy with. If we do, you get a full refund.
Your card issuer
Please talk to us before disputing a charge with your bank. We can usually fix the problem faster, and a reprint can be on its way in days.
Your legal rights
Nothing here takes away rights you have under the law.
Contact
InfoTech AI, 1111 Oakfield Dr Ste 115E-1699, Brandon, FL 33511, USA