My order was returned by the facility. What now?

Our Returned Mail Procedure

Most photo orders returned from a facility will be mailed back directly to Pelipost (unless you are sending to a facility that requires the Sender's actual address).   Once they arrive to us, 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.

Some of the reasons that your photos are returned may include the following:

• Your incarcerated loved one has been moved.
• Your incarcerated loved one is no longer in custody. 
• The photos you sent have violated a policy of the prison.
• The address was entered incorrectly.
• Incorrect ID #

Prohibited Content: If your order is returned because of prohibited content, our team can remove prohibited photos and resend your order for a $1.99 reprocessing fee. This fee covers the cost of postage and handling.

Incorrect Inmate Information: If your order is returned because of an incorrect mailing address or ID #, our team can correct the info and resend your order for a $1.99 reprocessing fee. This fee covers the cost of postage and handling.

***Please ensure that you are aware of the institution's specific policies regarding the photos being delivered to inmates.  If you have any questions about a facility's policies, please reach out to our Customer Support Team and we'll be happy to assist you.

 If your photos are returned by the facility, we will not be able to issue you a refund for your order.  

Please contact us if you have any questions!

STILL NEED ASSISTANCE? 

Submit a Customer Service request here