Shipping and Delivery Information
HOW CAN I TRACK MY ORDER?
When your order is processed and shipped, our shipping software will automatically send a message to the email address with which your order was placed. This email will contain the order information details, including the USPS, FedEx, or UPS tracking number.
Please allow up to 24 hours for any tracking information to appear. You can then track the package by going to picturekeeper.com/orderstatus and entering your tracking number and email. You can also track your package by clicking the tracking number link within the confirmation email. If you experience any issues throughout this process, please call or email us at orders@picturekeeper.com and let us know. We are happy to assist you in any way that we can!
WHAT IF I AM PLACING MY ORDER FOR DELIVERY OUTSIDE OF THE US?
Free shipping over $99 is valid for continental U.S. shipping addresses only. Shipping is only available to locations in the U.S. and Canada. Some products are not available for shipping outside the U.S. For shipping addresses outside the continental U.S., you will be charged a shipping fee of $15.99 USD when you place the order on our site. This covers our actual cost to ship the items out of the country from our headquarters in Atlanta, GA. Free shipping criteria is calculated on the subtotal of products ordered, before taxes.
Because we utilize your country's local postal service to make the final delivery, it is possible you will be assessed a "brokerage" or handling fee upon delivery. You will also be responsible for paying any taxes and duties that are assessed to the order, which is generally around 20% of the order value.
* Canada deliveries: When possible, we will ship from our Canadian Amazon Warehouse to avoid brokerage charges, which means your order may potentially be fulfilled by Amazon. You may be assessed a CND $10.00 brokerage fee for deliveries, plus duties and taxes.
TRACKING SHOWS THAT MY PACKAGE HAS NOT MOVED FOR MORE THAN 5 DAYS?
Call or email us ASAP @ 877-382-0949 or orders@picturekeeper.com! We are happy to assist you in getting to the bottom of the situation and will re-ship your order, if applicable!
TRACKING SAYS IT IS DELIVERED BUT I NEVER RECEIVED THE ITEM?
First, check around your house; look around each door, in your mailbox, on the side of the porch, between the screen and front door to make sure it was not delivered to an unusual place. If that does not produce the missing package, call your local Post Office and ask about the shipment, providing the tracking number that was emailed to you.
If the Post Office cannot help you locate the package, please let our support team know. Email orders@picturekeeper.com or call us at 877-382-0949 to speak with one of our Customer Service Representatives. You will need to fill out, sign and email an affidavit (download form here) stating that you never received the package in order to move forward with the claim process.
CAN YOU OVERNIGHT MY SHIPMENT?
Yes, we can overnight shipments! Please choose the overnight shipping option at checkout, and your package will be shipped via FedEx Standard Overnight. Also, any order placed after 2:00 PM EST may not be processed for overnight shipment until the next day.
DO YOU SHIP TO P.O. BOXES?
Yes, we do! We have shipping options to P.O. boxes, but please note the FedEx shipping options exclude P.O. box addresses.
IS A SIGNATURE REQUIRED?
No. As a default, we ship "no signature required". We can ship with a signature required at delivery for an additional fee, upon request.
MY PACKAGE LOOKS OPEN. IS IT BROKEN?
The Post Office is not always as gentle with shipments as we would prefer. If the packaging looks damaged, please insert the Picture Keeper drive into your device and give it a try.
If this is an international shipment, customs agents often open the package to verify the contents in the customs approval process. We apologize if this causes your package to arrive to you in a state that is less than pristine.
However, if the damage to the packaging is severe, we want to know about it! Please take a picture of the state the package arrived in and send it in an email to orders@picturekeeper.com.
HOW DO I CHANGE MY ADDRESS?
Each new order requires the submission of a shipping address; we do not keep any customer addresses on file. If you have already submitted an order, and realize the incorrect address was given, please call or email us at orders@picturekeeper.com or 877-382-0949 ASAP to provide the correct address, before your order is processed and shipped.
I'M MOVING....WHAT DO I DO?
We are happy to place any orders on hold until you are safely able to receive them. Please call us at 877-382-0949 or email us at orders@picturekeeper.com to request the hold. Be sure to include the date on which you will be ready for the order to ship. Remember, we are also able to ship to PO Boxes, if that is an alternative option that is available to you.
HOW DO I COMBINE SHIPMENTS?
If you have placed multiple orders and wish to combine them, please call or email us ASAP at 877-382-0949 or orders@picturekeeper.com. We will combine your orders to ship in one package.