Can I cancel my order?
You can cancel your DVD order within 8 hours of placing it.
After 8 hours have passed, we cannot cancel your DVD order, even if you send us an inquiry.
Editing your order:
Once your order is placed, neither the order nor the shipping address can be changed, even if you send us an inquiry.
If you have placed your order within the last 8 hours, please cancel your order, make any changes that need to be made, then place your order again.
Creation and delivery:
DVDs are created within 5 business days (not counting weekends or Japanese holidays).
International orders normally arrive within 2-3 weeks (varies based on geographical location) and are delivered via international shipping service.
Tracking numbers for your orders can be found in your shipping confirmation emails and order history.
Orders being delivered to Japan normally arrive within 7-10 business days (excluding remote island addresses) and are delivered via Yamato Transport's Nekopos service. (Orders normally arrive in mailbox.)
Temporary Suspension of DVD Orders to the United States
Due to changes in U.S. customs regulations, our shipping providers have temporarily suspended the acceptance of postal items to the United States. As a result, we are currently unable to accept DVD orders addressed to the U.S. (Wall Art orders to the U.S. are also suspended for the same reason.)
We appreciate your understanding and apologize for the inconvenience.
Suspension of DVD orders to countries that charge VAT
FamilyAlbum products are made in and shipped from Japan.
Some countries/regions charged VAT (valued-added tax) on our DVDs, which would result in another charge separate from the purchase made on FamilyAlbum. As we are unable to determine the cost of VAT on our end and our users would have to pay high VAT fees to receive their orders, we have decided to suspend the sales of DVDs to the following countries/regions.
If we are able to resolve this issue, we will resume sales. We cannot give an estimate for how long this may take, so we ask for your patience in the meantime.
- France
- Germany
- Spain
- The UK
- Austria
Please note:
• As VAT fees are not charged on photo print or photobook orders to the countries/regions above, they are still available for order.
• We cannot guarantee that DVD orders to other countries/regions will not be subject to VAT fees, so you may need to pay a separate VAT fee to receive your order.
How to send an inquiry:
After placing an order, you can send an inquiry about it by going to the Store tab, tapping My Orders, then tapping the order in question.
Configure your email settings to ensure you are able to receive emails from family-album.com.