Customer Service

First, we want to thank you for visiting our site and considering us for your order. We strive to make each customer feel welcome and to provide a memorable customer service experience while creating unique photo gifts.

We prominently post our telephone number at the top of each page within our website making it easy for you to contact us about any questions or special requests you have. This makes us completely different from other photo gift providers. We simply do more to gain your loyalty and keep you as a friend of our business.

Contact Us:

Written Inquiries and Returns:
Printable Memories
4100 Redwood Rd., #135
Oakland, Ca. 94619-2363

Live Support/Help:
Monday - Friday 9am to 7pm PST
Saturday 9am to 12pm PST
1-(800) 518-1228
1-(510) 868-2958

Or contact us via email:


How to Order

Web Shop
To begin the process for your unique custom photo gift, select a product using the navigation on the left. Once you have found the item you will find a simple process to customize your photo gift. Follow the steps then upload your photo. The information and image will be sent to us for processing. Once you have added an item to your cart you may visit another product page and follow the guidelines to add another product to your cart before checking out. While we do our best to make navigation simple and easy to use, if you have a problem finding a particular item feel free to contact us.
After you finished shopping and have personalized your photo gift, click on My Cart and complete the checkout process.

Ordering by Phone or Mail
If you would like to place your order by phone or mail, please call our customer service agent toll free at 1-800-518-1228.

If you would prefer to pay by check please contact customer service and tell them you would like to place an order using a check as payment. We will help you submit your order and advise the best way to send your payment. Once we have received you check we will then process your order. Please note this will add several days to the production time of your custom photo gift.

When sending a hard copy of a photo/image you would like to use, please contact our customer service and they will help you process your order and await the arrival of your photo/image. While we make every effort to return your photo back in the same condition received, we cannot be held liable for any damaged or lost photographs. We would highly recommend for your own peace of mind that you have your image duplicated first before sending to us. This will also increase the production time of you photo gift(s).

Production Time
All Production times are calculated in business days. If your order was placed on after 12pm Pacific Time the next business day is the start date for the purpose of calculating production time.
Please look at the details of each specific product page for updated production times.

Shipping and Delivery

We personalize and ship most items to arrive within 7-10 days. However some items require more production time, up to 4 weeks. Please refer to individual product pages for extended production times. Those items requiring extended production times will state so on the product page. If for some reason we are not able to fulfill your order within the specified time you will receive a phone call or email from us allowing you further options. Please also refer to our product production page for more information. We offer FedEx Ground as our preferred shipping method. Parcel Post, FedEx 3 Day and FedEx 2 Day are also available options for you to select from. When selecting FedEx 3 Day or FedEx 2 Day notice that Sat/Sun delivery is not an option. When selecting these expedited methods only business day delivery is allowed.

When calculating your gift arrival date add the shipping time to the production time of the item ordered to give an estimated arrival date.

Shipping and Handling Charges
Shipping time is about 5-7 business days depending on where you live. We ship all packages FedEx. On occasion we may send USPS Priority. We take extra effort to get your package shipped as soon as its ready. We may upgrade your shipping to USPS Priority Mail over FedEx Ground if it means that we can ship your package the day its ready.

Holiday Shipping and Production
While we make every effort to meet our production timetables during peak seasons, we may require additional time to fullfil your order. You will be notified via email of any delays that may arise. You will always have the option to cancel your order if your not happy with the delivery time.

Return Policy
We strive for customer satisfaction and if there is ever a problem with your order we want to know about it. Please notify customer service within 15 days of the ship date of your order to request a refund or replacement. We begin by selecting quality gifts, so we will guarantee against manufacturer defects. Each item is personalized as it’s ordered using the photos supplied by you. So your photos play a big part in producing a quality personalized gift. Try to use the best quality images with great coloring and resolution.

We are not responsible for the following:
• Customers spelling or punctuation errors
• Errors in quantity ordered
• Image quality due to poor image resolution and/or colorization.
• Finishes chosen by the customer such as layout, wrong image or photo cropping.

If we are responsible for the error we will reproduce the same item with the same images free of charge. If the error in the order is due to one of the above exceptions we will offer to remake the same item with corrections made at 10% off the full retail price.

Return Policy Detail:
• Merchandise must be returned in new, unused condition to be eligible for a refund.
• Shipping charges are not refundable.
• If your product was damaged by the carrier we will produce and resend the same like item. We will need proof of damage (i.e. photographs and/or the returned packaging and product). All carrier damage claims must be made within the 15 day return period (15 days from ship date).

If you have a question about the quality of your image, feel free to contact us and have us inspect your image prior to production.

A note about color match: All computers, printers and monitors display colors differently. What you may see on your screen may not be how the image is printed. Due to the overwhelming amount of color calibrations we will print and do our very best to color match and make your photos look as realistic as possible. Most times this is not an issue if you are using an unedited photo straight from a digital camera, however when adding graphical images or overlays to photos, it may become difficult to match your color perfectly. The best way to match a specific color is to identify the hex identification for the colors. We can then ensure accurate color match. If you are a graphic designer we can work with you to ensure color matching by providing templates for you to use. Returns due to graphical color variations will be dealt with on a case by case basis. Please be assured that we will do our very best to create a great photo gift.

Cancellation Policy
We immediately begin processing your order. Because of the custom nature of our products, orders cannot be canceled once they have been placed.


Frequently Asked Questions

How long will it take to produce and ship my photo gift order?
Can I ship a photo gift directly to a friend of family member?
How do I know if my photo is good enough resolution to include on a custom photo gift?
What is the dye sublimation process and how is it used to make custom photo gifts?
Can I return a personalized product?
Do you offer quantity discounts?
What payment methods do you accept?
I have a request that you don�t offer on your website, can you accommodate special requests?
Do you have a newsletter I can subscribe to?
Can I mail you a photo to create a photo gift?
Are my images stored on your server for future use?

Q. How long will it take to produce and ship my photo gift order? back to top
A. Generally production of your photo gift will take 2-5 business days some gifts can take up to 4 weeks. Please allow an additional 5-7 days for shipping depending on your shipping choice made at the time of checkout. To calculate the estimated arrival date of your custom gifts please add the production time with the shipping time. All days are business days. We may be able to accommodate rush requests, to request a rush please contact customer service and we will be able to tell you if we can accommodate your request for a rush production of your photo gift.

Q. Can I ship a photo gift directly to a friend of family member? back to top
A. Yes. Be sure to complete the ship to address during the checkout process to include your giftee. Note that all items in your cart must be shipped to the same address. If you plan to send multiple gifts to multiple addresses we would suggest completing a separate order for each shipping address. For certain quantity orders we may be able to accommodate special shipping options. Contact our customer service for these requests.


Q. How do I know if my photo is good enough resolution to include on a custom photo gift? back to top
A. We understand that the whole dpi, resolution image standards can be confusing to most consumers. If an image is uploaded and we find that the image cannot be reproduced on a photo gift with quality then we will contact you and discuss other options. The best way to handle this is to set your digital camera to the highest resolution setting. Most digital cameras (excluding camera phones) sold in the last few years should produce an image with high enough resolution to reproduce on your photo gift selections. When scanning an image please use 300 dpi or higher. Generally this setting is easily found within your scanner software.


Q. What is the dye sublimation process and how is it used to make custom photo gifts? back to top
A. The basic dye sublimation process uses a special heat sensitive dye to print graphics and text onto paper. This is called a transfer. The paper is then placed on a specially treated substrate item and both are placed into a heat press.
When the heating cycle is completed, the image on the paper has been transferred to the item and has actually become a part of the surface. Run your finger across the surface of a sublimated product and you will feel nothing but see vivid remarkable colors.


Q. Can I return a personalized product? back to top
A. Your satisfaction is our main goal and we take every measure to ensure your custom pieces are made to your specifications and our high standards. However, due to the personalization of our products, we do not offer returns or refunds and all sales are final. We do realize everyone makes mistakes from time to time on dates and spellings. In this case if you made an error and need a replacement, we will offer you a discount of 10% for a remake of the same product (with corrected info, of course). If it was our error, we will send a replacement free of charge.


Q. Do you offer volume discounting? back to top
A. Yes. We offer discounts on 5 or more of identical products. Does not apply to items already on sale. You will be given either the volume discount or the sale discount which ever is greater. The volume discount work like this;
5-11 identical items 5% discount
12-49 identical items 10% discount
50-99 identical items 17% discount
If you have a large order your considering Printable Memories for, contact us via email or phone to negotiate a special order. We often get request to work with people on their family reunions, weddings or communions and we will do our best to give you a good competitive quote.


Q. What payment methods do you accept? back to top
A. Printable Memories can accept Visa, Mastercard, American Express and Discover. We can also accept check or money orders by sending through the mail to Printable Memories, 5311 Miles Avenue, Oakland, Ca. 94618


Q. I have a request that you don�t offer on your website, can you accommodate special requests? back to top
A. Yes. While we enjoy our web orders, Printable Memories is different than the other companies by providing you with a one on one relationship with us. We would enjoy talking with you to create a truly customized gift. Call or email us for special request.


Q. Do you have a newsletter I can subscribe to? back to top
A. Absolutely! We would love the opportunity to communicate to you on a regular basis. We use our newsletter to communicate new products, web site changes or special discounts for our loyal customers. We WILL NOT share your email information with anybody outside of Printable Memories. You may sign up for our newsletter here.


Q. Can I mail you a photo to create a photo gift? back to top
A. Yes. When sending a hard copy of a photo/image you would like to use, please contact our customer service and they will help you process your order and await the arrival of your photo/image. While we make every effort to return your photo back in the same condition received we cannot be held liable for any damaged or lost photographs. We would highly recommend for your own peace of mind that you have your image duplicated first before sending it to us.


Q. Are my images stored on your server for future use? back to top
A. No. Currently Printable Memories only keeps your image on our server long enough to complete the order process. Once the order is complete we remove the image from the server.