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.
Thank you for your patience, we’re excited to announce that photobook services have resumed for the following countries:
- Australia (from November 12)
- United States (from October 9)
Unfortunately, DVD services are still not available.
Shipping to the following countries remains suspended (as of November 2020):
Please note that overseas shipping normally takes 2-3 weeks to deliver, however, it can take much longer than usual for your order to reach you due to government restrictions, border closures, flight reductions, and customs delays. We sincerely apologize for the inconvenience and ask for your continued patience. Please also check with your post office for local delivery status.
If your order doesn't arrive after waiting for a while, we'll reprint or refund it. Please contact our support team by following the steps below.
1. Open your FamilyAlbum app and visit the Store tab
2. Tap “Order History” in the upper right
3. Tap on the relevant order
4. Tap “Questions about your order?” at the bottom of the screen to contact us
We’ll continue to update as new information becomes available.
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.