Refund & Shipping Policy

Perfect Passport LLC Effective Date: May 25, 2026 Last Updated: May 25, 2026

We want you to walk out of a passport office with your application accepted on the first try. This policy explains how refunds, reprints, and shipping work — including what happens if your photo is rejected, your print arrives damaged, or your package goes missing.

For the full legal terms, see our Terms of Service. This page is meant to be the practical version.

At a Glance

1. When You Get a Refund

1.1 If Your Photo Is Rejected

If a photograph processed by Perfect Passport is rejected by, or cannot be accepted by, the issuing authority (for example, a passport agency, embassy, consulate, DMV, or equivalent body) for reasons attributable to the photograph itself, we will refund what you paid for that photo.

To request an acceptance refund:

1. Email legal@perfectpassport.com within 90 days of the rejection.
2. Include your order number and the email used at purchase.
3. Attach reasonable evidence of the rejection — a photo or scan of the rejection notice, an email from the agency, or a written statement from the official who rejected it.

We'll review and respond within 5 business days. If we need more information, we'll ask. Once approved, refunds are issued to the original payment method through Stripe and typically appear within 5–10 business days, depending on your bank.

1.2 What's Not Covered

The acceptance refund does not apply when:

• The application was rejected for reasons unrelated to the photo (missing forms, fees, signatures, supporting documents, eligibility issues, etc.).
• You selected the wrong country or document type during processing.
• The photo was altered, cropped, or printed elsewhere after you downloaded it.
• The rejection happened more than 90 days before your refund request.

1.3 Before You Print or Submit

You're welcome to ask us to double-check a processed photo before you submit it. If you spot something off in your preview, contact us at legal@perfectpassport.com and we'll take a look — most issues are easier to fix before submission than after rejection.

2. Reprints and Replacement Prints

2.1 Damaged or Defective Prints

If your physical prints arrive damaged, defective, or with print-quality issues (cuts, smudges, color problems, wrong size), we'll send you a free replacement.

To request one:

1. Email legal@perfectpassport.com within 14 days of delivery.
2. Include your order number and a photo of the damaged or defective prints.

2.2 Lost in Transit

If your package hasn't arrived within 30 days of shipment (60 days for international), contact us at legal@perfectpassport.com. We'll work with the carrier to locate it, and if it can't be recovered, we'll ship a free replacement to the same address.

2.3 Wrong Address

If you entered the wrong shipping address at checkout and the package is undeliverable or sent to the wrong location, we can't issue a refund — but you can order a reprint at the standard reprint price with the corrected address. Please double-check your address before submitting your order, especially apartment numbers and ZIP/postal codes.

2.4 Paid Reprints

If you simply want additional copies of a photo you've already ordered, you can order reprints at any time through the app or website for the standard reprint price. Reprints are available for as long as we retain your photo on file (see our Privacy Policy).

3. Cancellations and Changes

3.1 Before Production or Download

You can cancel an order for a full refund before:

• you have downloaded the digital file (for digital orders), or
• we have begun production of your prints (for physical orders).

Production for physical prints usually begins within a few hours of order placement. To cancel, email legal@perfectpassport.com as quickly as possible with your order number.

3.2 After Production or Download

Once you've downloaded a digital file or we've begun producing physical prints, we can't cancel or refund the order — the digital file is already yours, and the prints are custom-produced for you. The acceptance refund in Section 1.1 still applies if the photo is later rejected.

3.3 Address Changes

If you need to change your shipping address, contact us immediately at legal@perfectpassport.com. We can usually update the address if production hasn't started, but once a package has shipped, we can't redirect it.

4. Shipping

4.1 Where We Ship

We ship physical prints worldwide.

4.2 Delivery Times

Estimated delivery times are shown at checkout and depend on your location and the shipping method you choose. These are estimates from our carriers, not guarantees. Most domestic orders arrive within 3–7 business days after production; international orders typically take 7–21 business days.

4.3 Customs, Duties, and Taxes

For international orders, any customs duties, import taxes, or fees imposed by the destination country are your responsibility. We have no control over these charges, and they're not included in the price you paid us. If a package is held by customs and additional payment is required to release it, that payment is yours to make.

4.4 Refused or Unclaimed Packages

If a package is refused at delivery or returned to us as unclaimed, we'll contact you to arrange reshipment at the standard shipping cost. We can't refund the original order in this situation.

5. How to Reach Us

For any refund, reprint, replacement, or shipping question:

Email: legal@perfectpassport.com Please include your order number and the email used at purchase to help us locate your order quickly.

We aim to respond to all requests within 2 business days.

6. Changes to This Policy

We may update this policy from time to time. The "Last Updated" date at the top will reflect any changes. The policy that applies to your order is the version in effect at the time you placed the order.

This Refund & Shipping Policy is part of our Terms of Service. In the event of any conflict between this page and the Terms of Service, the Terms of Service control.