FAQ (Frequently Asked Questions)

1. How do I personalize my item?

Fill out the personalization fields provided on the item page. This will allow our production team the necessary information so we may create your personalized gift exactly how you want it. It is important to note that some items do not allow for personalization, in which case you can simply add the item to your cart and it will arrive as shown.

2. Can I use special characters in my personalization?

We are only able to produce letters and numbers from the English keyboard.

3. Can I see a preview of my image?

We’ve been producing custom one-of-a-kind prints for our customers for over 25 years.

We have a very good eye for adjusting your image size, typing your words, overall layout and color of text. You may include any special instructions on your order in the comments section. If you wish to see a version of the final layout before printing, simply check the box on the order form  [  ] “send image preview before printing” and we will do so.

We will send you a preview by e-mail before sending your order on to the print department.  Simply check the box “send image preview before printing”. Keep in mind, this puts your order on hold until you reply with written approval.

4. How can I check my order status?

Once an order is shipped from our warehouse, an email confirmation will be sent to the email address on file with your tracking number. If your order was placed online you can check your order status online via your account. Please note: it may take up to 24 hours for the carriers to show updated order status on your order. If your order was placed through the mail or over the phone please contact us by phone or email and we will gladly update you on the status of your order. 

5. How will my order ship?

Orders ship via UPS Ground Standard to the continental US. Orders to Alaska, Hawaii, and Canada may ship via  USPS at our discretion. Expedited shipping services are available by request for an additional fee. 

6. Can I ship my order Internationally?

We ship to the United States and Canada only. If ordering for another country, you may wish to ship the item to someone in the USA who will then forward the item for you. Shipments to Canada may be subject to Taxes, Tariffs and Duties and the recipient is responsible for all of these charges.

7. I just placed my order and I have to change something. What do I do?

Your order enters our production facility right after it is placed, so that we can provide you with very fast service. For this reason, changes to orders may not be permitted. We encourage you to take a few extra moments to review your order before submitting it, to check your spelling and to make sure you haven't left anyone out. If you've made a mistake call us immediately and we will let you know if there is still time to make any changes

8. Do you charge state tax on orders?

By Illinois Law, we collect sales tax of 10.25% on the entire purchase amount excluding shipping charges.

9. How do I add a Discount/Coupon Code?

Discount codes may be entered on the shopping cart page under the "Discount Code" section. Please note that only one code may be applied per order and discounts may or may not apply to items already on sale or clearance priced. We will give you the better of the two options using the in-cart price. Coupon codes cannot be applied to previous or pending orders

10. Why might my order not be able to be processed?

For shipping address, enter the address where you would like us to deliver your order. For billing address, be sure to use address of record for your credit card. If your billing address doesn’t match your order may not be able to be processed. 

11. There's a problem with an order I received. What do I do?

PhotoGiftTown.com makes it a priority to make shopping for personalized gifts as easy and effortless as possible. We put quality service first, so we take every measure that we can to ensure that your order is made with care correctly and sent to you in a timely fashion. We are proud of the products that we create and want to do everything that we can to make our customers happy.

If you see anything defective or incorrect with the item you received, please call us toll-free at 800-774-7770 or email us at sales@photogifttown.com. We may request a photo of the item you have received for review so that we can offer the best possible resolution for you. If a return is authorized you may return your item to us in its original packaging within 30 days of receipt for an exchange or refund. We do not refund shipping costs or the cost of return shipping. If your item arrived as ordered with no defects or mistakes, we are unable to accept the item for a return.

12. Can I add names to an item that I already have?

We're not able to add names to an existing item. However, if you've purchased an item from us in the past year and want to add names, we'll be happy to make another for you at a discounted price.  Doing so will allow you to keep the original item, and not spend any time, trouble or money to ship it back to us.  Simply call us, toll-free, at 1-800-774-7770 to arrange for a discounted replacement.


13. I want to order by mail. What address should I send my mail order to?

Mail orders should be addressed to:

Photo Gift Town
8253 Christiana Avenue
Skokie, IL   60076

If you have any additional questions not addressed here, please feel free to call us toll-free at 1-800-774-7770 or email us at sales@photogifttown.com. Thank you for your business! 

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