FAQ's

How can we help you?

Please allow for 5-7 business days for your photos to be delivered. Once they have arrived at the facility, there may be 1-2 additional days of processing and inspection by mailroom staff.
Simply login to MY ACCOUNT, click Order Details and you will be provided with the current status of your order as well as the shipping tracking number for the order if it has been shipped.
We print and mail high-quality 4x6 photos.
We currently serve all Federal BOP Institutions.
If you placed an order and need to cancel it for whatever reason, you can do so if it is in the ORDER RECEIVED status. If your order has already printed or shipped, you may no longer cancel.

To cancel your order, login to MY ACCOUNT, select the order you'd like to cancel. Click the CANCEL ORDER button. You will be asked to confirm your request and provide a reason for the cancellation.

CANCELLED ORDER REFUNDS

If you paid with a credit card (Visa, Mastercard, Discover, or Amex), your credit card will be refunded in 3-5 business days. You don't need to do anything further. What happens if my order is returned?
Photo orders returned from a facility may be mailed back directly to InTouch (unless you are sending to a facility that requires the Sender's actual address). Once they arrive, we will update the status on the order history to state 'Returned'. Please keep in mind that returned orders can take weeks to come back to us. Your loved one should be the first one notified if and WHY an order was not allowed.

Any photos returned to us due to being prohibited by the Institution will de shredded and destroyed. If your photos are returned by the facility, we will not be able to issue you a refund for your order.