Refund policy
Overview
All Racing Portrait products are custom-made and personalized specifically for each customer. Because of the personalized nature of our products, our return and refund policy differs from that of standard retail items.
Please review this policy carefully before placing your order.
1. Damaged or Defective Items
We take the quality of our products seriously. If your physical product arrives damaged, defective, or with a manufacturing error, we will make it right.
What qualifies:
- Product damaged during shipping
- Print defects or manufacturing errors
- Incorrect item received
- Personalized product received does not match the approved artwork
What to do:
Contact us at support@racingportrait.com within 7 days of delivery and include clear photos showing the issue, including photos of the product and packaging when applicable.
Please keep the product and its original packaging until the issue has been resolved, as they may be required to process a claim.
Resolution:
Once the issue is confirmed, we will offer one of the following at no additional cost:
- A free replacement, or
- A full refund
2. Returns
Because all of our products are custom-made and personalized specifically for each customer, we do not accept returns or offer refunds for non-defective physical or digital products for reasons including:
- Change of mind
- Ordering the wrong size or variant
- Minor variations in print placement or color within normal printing tolerances
- No longer needing or wanting the completed personalized portrait
Each portrait is created uniquely for you and cannot be resold or reused for another customer.
For digital portraits, all sales are final once the completed portrait has been delivered. However, if you notice something that needs to be adjusted, you may request reasonable modifications within 1 week of receiving your digital portrait.
Modification requests must relate to the delivered portrait and do not include creating an entirely new portrait, changing the original photos submitted, or requesting a different concept or design.
Please review your order details, selected product, size, and submitted photos carefully before completing your purchase.
Nothing in this policy limits any rights you may have under applicable consumer protection laws.
3. Exchanges
We do not offer direct exchanges because our products are personalized and made to order.
If your physical product is eligible for a replacement due to damage, a defect, manufacturing error, or another qualifying issue, we will reprint it for you at no additional cost.
For all other cases, a new order will need to be placed.
4. Order Cancellations
For physical products (canvas and poster), orders may be canceled within 12 hours of purchase, provided production has not already started.
Once a physical order has entered production, it can no longer be canceled or modified.
For digital portraits, cancellations are not available once the personalized portrait creation process has started. Because each digital portrait is created specifically for the customer, it cannot be resold or reused.
If you need to request a cancellation, please contact us as soon as possible at support@racingportrait.com.
5. Lost Packages
If your order appears to be lost in transit, please contact us at support@racingportrait.com so we can investigate the shipment with the carrier.
If the carrier confirms that your package has been lost in transit, we will offer an appropriate resolution, which may include:
- A replacement at no additional cost, or
- A refund
Packages that cannot be delivered due to an incorrect or incomplete shipping address provided by the customer are not considered lost in transit and are handled under our Unsuccessful Deliveries policy below.
6. Unsuccessful Deliveries
Please ensure that your shipping information is complete and accurate when placing your order.
If a package is returned or cannot be delivered due to an incorrect or incomplete address provided by the customer, please contact us. We will review the available options, which may include reshipping or reprinting the order at an additional cost.
Racing Portrait is not responsible for orders that cannot be delivered due to incorrect or incomplete shipping information provided by the customer.
Please refer to our Shipping Policy for information regarding shipping address changes.
7. Refund Processing
If a refund is approved, it will be issued to the original payment method used to place the order.
Once issued, refunds typically appear on the original payment method within 5–10 business days, depending on your bank or payment provider.
Banks and payment providers may require additional processing time that is outside of Racing Portrait's control.
If more than 15 business days have passed since your refund was approved, please contact us at support@racingportrait.com.
8. Contact Us
If you have any questions about returns, refunds, replacements, cancellations, or your order, we're here to help.
Email: support@racingportrait.com
Phone: +1 (365) 697-5200
Hours: 9:00 AM–6:00 PM EST, Monday to Friday
We typically respond within 24 hours.
