Returns, Refunds & Shipping
This policy covers physical products you order through the HolyShot app — such as framed prints, canvases, posters, mugs, tote bags, apparel, and phone cases featuring your generated portrait. These items are sold by J&B Creations LLC and paid for directly at checkout. It does not cover in-app digital purchases (portrait packs, bundles, and “Bring to Life” clips), which are billed through the App Store or Google Play and governed by their refund policies and our Terms of Service.
1. All sales are final
Every HolyShot print is custom-made on demand with your chosen portrait, product, and size — nothing is pre-stocked, and each item is produced uniquely for you. For that reason, all sales are final: we do not offer returns, exchanges, or refunds for change of mind, for choosing the wrong product or size at checkout, or for a portrait you no longer want. Please review your item, product type, size, and shipping address carefully before you pay.
2. Damaged in transit
We stand behind the quality of every order. If your item arrives damaged in transit, we'll send a free reprint at no cost to you — no shipping protection required. Contact us within 30 days of delivery at [email protected] with:
- Your order number (in your confirmation email);
- A short description of the damage; and
- Clear photos of the damaged item and its packaging.
You won't need to ship the damaged item back for us to send your reprint.
3. Wrong or defective item
If we make a mistake — you receive the wrong product, or an item with a genuine printing or manufacturing defect — we'll make it right with a free replacement. The same 30-day, photo, and order-number steps in Section 2 apply.
4. Shipping Protection (optional)
At checkout you may add Shipping Protection — an optional fee equal to a small percentage of your order total, shown before you pay. You can accept or decline it; it is never added automatically.
When you add Shipping Protection, we guarantee a free replacement of your order if it is lost, stolen, or damaged in shipment — including packages marked delivered but not received, and packages that never arrive. Just contact [email protected] with your order number and we'll ship a replacement, no carrier claim required from you.
If you decline Shipping Protection, lost or stolen packages are not guaranteed for replacement. We'll still help you open a claim with the carrier, but once an order is handed to the carrier and shows as shipped, we're not responsible for loss or theft in transit. (Items damaged in transit are always covered under Section 2, whether or not you added protection.)
5. Cancellations
Because items go into production quickly, cancellation is only possible during a short window before printing begins. If you need to cancel, email [email protected] as soon as possible with your order number. Once an item has entered production it cannot be cancelled, but Sections 2–4 still apply.
6. Shipping
Orders are printed and shipped by our print-on-demand fulfillment partner from the production facility nearest to you where possible. A typical order is produced in about 2–5 business days, then shipped; delivery time depends on your location and the shipping method available at checkout. These are estimates, not guarantees, and can be affected by carrier delays, holidays, or customs. Where tracking is available, a tracking link is emailed to you and shown on your order in the app.
7. Duties, taxes & addresses
Applicable sales tax is calculated at checkout. For international orders, any import duties, customs fees, or local taxes charged on delivery are the recipient's responsibility. Please make sure your shipping address is complete and correct — orders returned to us or delayed due to an incorrect or undeliverable address are the customer's responsibility and are not covered by Shipping Protection.
8. How replacements are issued
Our remedy for a covered issue is a free reprint or replacement of the affected item, not a cash refund. In the rare cases where a replacement isn't possible, or where a refund is required by applicable law, any approved refund is returned to your original payment method via our payment processor, Stripe, and typically posts within 5–10 business days.
9. Contact
Questions about an order, a reprint, or Shipping Protection? Email [email protected] and include your order number so we can help quickly.
J&B Creations LLC · Michigan, USA