Shipping and returns

Updated November 2, 2026

Shipping

We ship to US addresses only. Shipping is free on prints ordered from this site.

Every print is made to order and usually reaches you in about two weeks. Your video page goes live soon after your payment clears, and we email you when your print ships.

The round tap tag is mailed separately and may arrive before or after the print. If your print has a printed QR code, it works as soon as the print arrives.

Returns and refunds

Every print is custom-made from your own moment, so all sales are final. We can't accept returns or give refunds if you change your mind.

If something goes wrong on our side, we'll make it right. We replace your print free of charge if it:

arrives damaged,
has a printing defect, or
has a tag or QR code that doesn't play your video.

Email memories@stillbeating.app within 30 days of delivery with your order number and a photo of the problem. You won't need to send the original back unless we ask. If we can't replace it, we'll refund what you paid for that print.

Your photo

We print the file you send. A print that looks soft because the original photo was small isn't a printing defect, so please send the camera original rather than a texted or social media copy.

Video clips

Extra video clips bought on a print's page are final once they unlock. If a clip won't play and we can't fix it, we'll refund it.

Changes and cancellations

Orders go to the print lab soon after payment, so we can't promise to change or cancel one. Email us right away. If printing hasn't started, we'll change it or cancel it and refund you.

Etsy orders

Orders placed through our Etsy shop follow the policies shown on that shop.

Questions

Email memories@stillbeating.app or call (636) 224-1144. Nothing on this page limits any rights you have under the law.