Shipping, Returns & Order Policies
Order processing times
Custom Guided Heirloom Portraits
UPS tracking is provided within 5–7 business days after the customer uploads a photograph and completes checkout. If a customer checks out without uploading a photograph and sends it by email instead, the 5–7-business-day processing period begins when Morgan Owens Heirloom receives the photograph by email.
Customers do not receive a proof before printing. Please select and upload your photograph carefully.
Ready-to-ship frames, mats and lockets
Ready-to-ship frames, decorative photo mats and lockets ship within 3 business days unless the product is clearly marked as a pre-order. The estimated timing for a pre-order is stated on its product page.
Rush orders
A 2-business-day rush option is available for custom portrait orders for an additional $150. The rush period begins after checkout and receipt of the photograph. Please contact us before ordering to confirm and arrange rush service.
UPS shipping and tracking
Every order is shipped through UPS. A shipping confirmation with tracking information is sent to the email address used at checkout when the order is ready to ship. UPS does not deliver these orders to PO boxes, so customers must provide a valid street address.
Orders of $300 or more qualify for free shipping.
Worldwide and international shipping
Morgan Owens Heirloom ships worldwide. International customers are responsible for any customs duties, import taxes, VAT/GST, brokerage fees or other charges imposed by their country’s customs authority. These fees are not included in the purchase price or shipping cost and must be paid by the recipient upon delivery. Morgan Owens Heirloom is not responsible for delays caused by customs processing.
Order changes and cancellations
Orders cannot be changed or canceled after checkout. Please confirm the products, uploaded photograph, options, email address and shipping address before submitting an order.
Returns
Custom portraits are made specifically for the customer and are not refundable.
Ready-to-ship items may be returned within 14 days of delivery when they are unused, in their original packaging and in new condition. Please contact us before returning an item to receive return instructions.
Damaged orders and broken frames
Morgan Owens Heirloom must be notified within 24 hours of delivery if an order arrives damaged or a frame arrives broken. To qualify for a replacement, contact us with the order number and clear photographs of the damaged item, the exterior and interior packaging, and the UPS shipping label. Keep the item and all packaging while the claim is reviewed.
Questions about an order?
Visit the contact page and include your order number. Answers to common questions are also available on the FAQ page.