Customer Service

We're here to help. It's just that simple, and we take this role very seriously. Whether you have a question about how to upload your photos, track your order or share your photo book with friends, we are committed to making your experience exceptional. Some of our frequently asked questions and answers can be found below, but should you not find what you're looking for, please reach us at This email address is being protected from spambots. You need JavaScript enabled to view it.

 

Frequently Asked Questions

 

Contact Us

Who do I contact?

We're here to help with your order. Let us assist by emailing This email address is being protected from spambots. You need JavaScript enabled to view it.

My Account

How do I log into my account?

You can log into your account by visiting Picture.com and clicking on "Account" in the upper right corner. If you’re experiencing problems with your password, you can recover it by clicking “Forgot my Password” and following the directions. Be sure to check your spam folder for the recovery email. If you are still having issues accessing your account, please contact us at This email address is being protected from spambots. You need JavaScript enabled to view it. and we’ll be more than happy to help you.

How do I change my account details?

You can update the information associated with your account including your name, address, and email by logging in to your Picture.com account and clicking on the Account Details box.

How do I create a book?

Creating your book is simple, regardless of if you choose to use Picture.com Automation Tool or Picture.com Studio Tool. If you choose Picture.com Studio Tool, you can import your images from your computer, and place them in the book in the order you prefer. We recommend all images are 150 dpi and above. Once your pictures are imported, you can enhance your images, add effects and text, insert and delete pages, rotate images, select a background color, and edit your book to fit your needs. When you’re finished with your book, you can review your book and order.
If you choose Picture.com Studio Tool, creating your photo book is as simple as choosing the source for your images such as Facebook, Instagram or your computer, and a date range. Then, our intelligent photo book builder uses face recognition and other unique algorithms to identify the best pictures and captions for your photo book. You then review the images, add text and make final adjustments before sending to print.

How long are my projects stored?

We store your projects based on where you are in the creation process – in draft, completed project or order placed. • If you are currently working on a project and it is saved as a draft, we will keep it stored for three (3) months. • If you have completed your project, but not yet ordered it, we will store it for six (6) months. • If you have ordered your project, we will store your project indefinitely.

How do I track my order?

An email containing the tracking number will be sent when your order leaves the printer. Please note that it may take more than 24 hours for your tracking information to be updated on the courier’s website after printing. If your project has shipped, use the tracking number from your shipping confirmation email to contact the courier. If your order is being fulfilled, it will indicate this under My Account -> Your Orders. You can view order status here at any time. If you need help with your order, please contact us at This email address is being protected from spambots. You need JavaScript enabled to view it.

How do I change or cancel my order?

Once you place your order, we begin printing your custom product. Since it is our goal to fulfill your order as quickly as possible, we cannot cancel an order. If you need to change shipping information about your order, please contact us at This email address is being protected from spambots. You need JavaScript enabled to view it. and we will do our best to accommodate your request.

I received my order, but something is wrong. What do I do?

We are committed to ensuring your pictures and memories are preserved in a way that meets your standards. Please let us know immediately of the issue and, if able, share some photos so we can work to improve your experience. Our email address is This email address is being protected from spambots. You need JavaScript enabled to view it.