FamilyAlbum is headquartered in Japan, and as such all of our products are manufactured in and shipped from Japan.
Updates on the Reopening of Orders
Due to the effects of global situation resulting shipping suspension by our shipping service provider, we have been forced to stop accepting orders for certain countries in Europe since March. As we have been able to partner with a new service provider, we are reopening orders to the following countries from November 2, 2022!
- The UK
In addition, DVD orders to Canada that were suspended due to the Covid-19 pandemic impact, are resumed from December 9, 2022!
Unfortunately, we are still unable to accept orders for some countries/regions. For more information, please check the Japan Post website.
Information on Delivery Time
Overseas shipping normally takes 2-3 weeks to deliver, however, depending on the international shipping situation, it can take much longer than usual for your order to reach you. 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 “My Orders”
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 "Support" to contact us at any time.