We give a 24 hour grace period after a video has been finalized on all keepsake products. After that, please contact us to see what we can do.
Once a video has been regenerated in our system, we get a warning signal to make sure we know a change has been made. We also can see how many changes have been made to a single video.
It generally takes at least 24 hours for any one of our products to make it to the processing stage, so there is a grace period. If you need to replace/reorder a product that has a regenerated video attached to it and do it within those 24 hours from the initial purchase, you will not need to repurchase the original order (e.g., for a Bookshelf Box).
If, however, you have placed a regeneration of a video after the 24 hours, there is a chance your product is already shipped (DVD), or the photos have already been sent to print (Bookshelf Box and Memory Drives). In this case, you will need to call us to cancel the old order either before or after the regenerated order has been placed.
Any order you cancel is eligible for a full reimbursement unless the order has already shipped. We will try out best to work with you to get the item(s) to you correctly.
If you have any other questions, please feel free to email or call us
firstname.lastname@example.org | 801.682.4391