Over the past few months, we were forced to suspend photobook/DVD services for a number of countries due to shipping delays and service suspensions caused by the COVID-19 pandemic.
We’re excited to announce that we’ve resumed or photobook/DVD services for the following countries:
- Italy (added July 1)
- New Zealand (added July 1)
We’ll continue to update the countries on this list as Japan Post (the delivery service used to ship FamilyAlbum photobooks and DVDs) resumes shipping services.
Currently, our support team is receiving a record number of inquiries about photobook and DVD orders. Although we are working hard to respond as quickly as possible, it may take longer than usual to hear back from us. We sincerely apologize for the delay and ask for your continued understanding.
Below we’ve included up-to-date information about new and existing orders. If you are interested in placing a new photobook or DVD order, please see “(1) Regarding New Orders.” If you have already placed a photobook or DVD order, please see “(2) Delivery Status Information.”
(1) Regarding New Orders
Japan Post (the delivery service used to ship FamilyAlbum photobooks and DVDs) has temporary suspended shipping to a number of countries and regions. Because we can't predict when these suspensions will be lifted, we're unable to accept orders to the following countries:
- United States of America
For up-to-date information on shipments to other countries, please visit the official Japan Post website at https://www.post.japanpost.jp/int/information/index_en.html.
(2) Delivery Status Information
Shipments worldwide have been delayed due to government restrictions, border closures, flight reductions, and customs delays. We sincerely apologize for the long wait for your order.
We are offering full refunds for orders that do not arrive within three weeks of purchase. If three weeks have passed and you haven’t received your order, please contact our support team by following the steps below.
- Open your FamilyAlbum app and visit the Store tab
- Tap “Order History” in the upper right
- Tap on the relevant order
- Tap “Questions about your order?” at the bottom of the screen to contact us
We will continue to monitor the situation and update this page as new information becomes available. Thank you for your continued patience and we sincerely apologize for the inconvenience.
If you have any questions or feedback, please don't hesitate to let us know. Visit the Settings tab and tap "Inquiries" to contact us at any time.