Refund, Return & Cancellation Policy

At The Missing Sock (TMS), we strive to provide a seamless and enjoyable photography experience. Please review our policies carefully before making a purchase. By completing a transaction with us, you acknowledge and agree to the terms outlined below.

Picture Day

Proofing Gallery Access

Within two business days after Picture Day, you'll receive an email and text message with access to your private Proofing Gallery. All timeframes below are counted from this gallery activation date, not from Picture Day itself.

5-Day Selection Period

You'll have 5 days from gallery activation to review your Proofing Gallery, select your favorite images, request edits, or flag any concerns. We'll send email and text reminders during this window, using the contact information you provided during registration, so you don't miss your gallery. After this 5-day proofing period, our team will process your order to ensure timely delivery. Free shipping is only available during this 5-day proofing period; orders processed after this window may incur shipping fees.

The Proofing Gallery is how we make good on our satisfaction promise: during these 5 days, we do everything we reasonably can to accommodate concerns or requested changes before your order is finalized, that's the best time for us to make it right.

During registration, you'll be asked: "If the 5-day period ends without a selection, would you like us to select your images on your behalf to complete your order?" If you select "yes," we will choose images for you after 5 days so your order isn't delayed. If you select "no," you are responsible for making your selection and for any shipping fees if you miss the 5-day deadline.

Your Proofing Gallery access code is used twice: once to enter the gallery, and again as a coupon code at checkout inside the gallery to apply your prepaid amount.

📌 How It Works:

  1. 2 Business Days After Picture Day: You'll receive your Proofing Gallery link and access code by email and text. This is your gallery activation date.

  2. 0-7 Days After Gallery Activation: You may request edits to existing images, and a credit or refund may be available depending on the situation. Refunds and credits are reviewed individually and are not automatic.

  3. 8-30 Days After Gallery Activation: A credit toward a future Picture Day may still be available. Refunds are no longer available at this stage.

  4. 31+ days after gallery activation: Refunds and credits are not guaranteed. We may make limited exceptions for confirmed errors on our end. Contact us to discuss.

📌 Important:

  • Proofing Galleries for Picture Day and school events remain available for 6 months from the gallery activation date.

  • TMS does not store images indefinitely but may retain some files for quality control and legal compliance.

  • Refunds, when approved, are issued digitally through our payment processor (Stripe or PayPal) regardless of the original payment method. TMS does not issue cash or check refunds.

If TMS Cancels a Picture Day

If we must cancel a scheduled Picture Day (e.g., due to weather, school closure, or photographer availability), we will work with the school to reschedule. If rescheduling isn't possible, affected orders receive a full refund or full credit, at the customer's choice.

Refund & Credit Policy

  • 0-7 days after gallery activation: A refund or credit may be available, depending on the issue. Requests related to a confirmed error on our end (e.g., wrong or missing images) are prioritized for resolution. General dissatisfaction alone does not guarantee a refund.

  • 8-30 days after gallery activation: A 90% credit toward a future Picture Day may be available. Refunds are no longer offered at this stage.

  • 31+ days after gallery activation: Refunds and credits are not guaranteed. We may make limited exceptions for confirmed errors on our end. Contact us to discuss.

  • Once a digital file is downloaded, or once prints have shipped: That portion of the order is final: no refund, credit, or retake applies.

Exceptions:

  • Add-on fees (e.g., Extra Child, Sibling Fee, Pose Perfection, Extra Poses, Special Retouch) are non-refundable after Picture Day.

  • Credits, when issued, are valid for one year and are subject to product pricing and availability at the time of use.

  • Refunds are issued net of the payment processing fee charged by our payment processor for the original transaction.‍ ‍

To request a refund or credit, please complete our Refund Request Form.

Retakes (Picture Day Only)

Missed Picture Day & No Photos Taken

If your child was absent, unable to participate, or the photographer couldn't capture their photo, a spot at our next Retake Day (if one is scheduled) is the primary resolution. A $30 non-refundable entrance fee applies to secure your child's retake slot.

If you haven't placed an order yet, a retake is your only option, and you'll pay for your package at the retake session.

If you already prepaid for a package, here's what's available depending on how much time has passed since Picture Day:

  • Within 7 days: A retake spot is offered first. If no Retake Day is available for your school, you may request a 90% credit toward a future Picture Day instead, and in some cases a full refund.

  • 8 to 30 days: A retake is still possible if your school's Retake Day hasn't happened yet. If not, a 90% credit may be available. Refunds are no longer offered at this stage.

  • After 30 days: Retakes, credits, and refunds are no longer guaranteed. We may make limited exceptions if the situation involves a confirmed error on our part.

Refunds and credits are never automatic for a missed Picture Day, since no product was delivered to evaluate. If you believe your situation involves an error on our part, contact us and we'll review it individually.

Retakes for Unsatisfactory Photos

Under certain circumstances, we offer a Retake Day at the end of each season for customers not satisfied with their Picture Day results. Retakes take place at either our Midtown Miami or Hallandale Photo Studio (exact location confirmed by TMS before scheduling). A non-refundable entry fee of $30 applies in addition to your ordered package. Sessions are by appointment only, with a 10-minute slot per child.

No-Show Policy

If you miss your scheduled retake appointment, we cannot guarantee another slot and will not issue refunds. If TMS cancels a retake day, you may receive a full refund or full credit at our discretion.

Photographer changes are considered cancellations and follow the same policy.

Mini Sessions

Mini Sessions are hosted by TMS at a rented studio and are open to families whether or not their school works with TMS. Payment is due in full at booking.

For Mini Session reschedules or cancellations:

  • 15+ days before the session: 100% refund or 100% credit

  • 8-14 days before the session: 90% refund or 100% credit

  • 3-7 days before the session: 80% refund or 90% credit

  • Less than 3 days before the session: No refund, 90% credit

If TMS Cancels or Postpones. If TMS cancels a Mini Session, including cases where we don't reach enough paid bookings by the time booking closes, customers who already paid receive a full refund or full credit, their choice.

📌 Mini Session galleries remain available for 6 months from the creation date.

Private Photo Sessions (Family & Events)

Private sessions are booked directly with TMS and are not affiliated with a school. Sessions require a deposit to book, with the remaining balance due on session day.

Deposit. Deposits are non-refundable, but may be applied as credit toward a future session depending on when you cancel or reschedule, per the timeline below.

Cancellations & Rescheduling by the Client:

  • 15+ days before the session: We'll reschedule at no extra cost, or your deposit can be applied as 100% credit toward a future session.

  • 8-14 days before the session: We will attempt to reschedule. If rescheduling isn't possible, your deposit can be applied as 50% credit toward a future session.

  • Within 7 days of the session: All sales are final. Your deposit is forfeited, though a credit may be issued at TMS's discretion.

  • Photographer changes are considered cancellations and follow the same policy.

Balance Payment. The remaining balance is due immediately after your session concludes. If payment isn't completed on session day, your gallery will be held until the balance is paid in full. Sessions take place as scheduled regardless of payment status.

Cancellations by The Missing Sock:

If we must cancel a confirmed session, we will attempt to reschedule, offer a full refund, or provide a credit for a future session — your choice.

📌 Private session galleries remain available for 1 year.

Product Copyright & Printing Issues

All images are copyrighted by The Missing Sock. Customers may not use purchased images for commercial purposes. If you choose to print your images externally, we recommend using a professional printing lab to ensure the best quality. The Missing Sock is not responsible for color discrepancies or printing errors that may occur with third-party printing services.

Changes to Policies

The Missing Sock reserves the right to update or modify these policies at any time without prior notice. Customers should review this policy before making a purchase.