Click 'Check now' to get the detailed status of an order you have placed with us

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Q: Where's my order?
A: First, check to see if your order has been processed. (To check your order history, sign in to your Shutterfly account and click 'Order history/status' on the My Shutterfly page.)

If your order is marked "complete", then please allow the appropriate number of days for your order to arrive: orders shipped Standard are typically delivered in 2 to 5 days, but can take up to 10 mailing days to arrive (up to 14 during holiday periods). Orders shipped using one of our express shipping options (2-day or next day) will be delivered within one or two business days, based on the option you selected.

If it has been longer than that number of mailing days, then please go to our Order Status contact page.

Please note that if you have paid using a check or money order, your order will not be printed until your payment is received and processed. This could take up to two weeks.

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Q: How can I view my order history?
A: To check your order history, sign in to your Shutterfly account and click 'Order history/status' on the My Shutterfly page. You will see a history of all your orders. You will also see the status of any orders that are currently being processed. (See below for what the different status messages mean.)

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Q: What do the different order status messages mean?
A: On your order history, your orders will show an order status. They are:

IN PROCESS: This means that we've received your order and are in the process of printing it. You should have received an order-confirmation email from us with a summary of your order.

COMPLETE: This means that we have completed your order. The time in transit depends upon the shipping method chosen for your order. As our shipping carriers do not pick up on weekends, orders printed over the weekend are generally shipped out on Monday. Please see the question below for additional important information about processing times.

FAILED: This means that your order failed, either to a declined credit card, or an invalid credit card number (such as from a typographical error.) Please check the credit card number (if you've saved it to your Shutterfly account); within a limited time (3 days) after your order fails, you can resubmit it with different billing information. If your order is within this 3-day timeframe, then you will see a link on this page that you can click to change your billing information and resubmit the order.

WAITING FOR CHECK: This message is used when you've chosen the option of payment by check/money order. It indicates that we're waiting to receive and process your payment. Once your payment is received and processed, the order status will change to 'In process'.

CHECK REJECTED: This indicates that (if you've chosen to pay by check or money order) your payment and order could not be processed. There can be a number of causes for this: the check bounced; the check was for an incorrect amount; the check was in non-U.S. funds or drawn on a non-U.S. bank; or the check lacked some information (such as the routing number). We will contact you to resolve the payment; your order will not be processed until the payment is resolved.

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Q: How do I cancel or change an order?
A: Orders cannot be changed; if you notice an error (e.g. in the shipping address, or the wrong amount of prints) then you can cancel the order and place the order again.

Please note that orders can be cancelled ONLY within the first 30 minutes of placing the order. Orders can only be cancelled from within your account on the Order History page. After the 30-minute period is over, your order will be processed and can no longer be cancelled. Please note that unlike orders that fail due to billing problems, cancelled orders are closed for good and cannot be resubmitted.

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Q: My order failed due to a credit card problem. How can I provide a different credit card number?
A: It is not uncommon that orders fail due to credit card authorization. (A typographical error in the card number or expiration date is the most common cause of this.) If your order is not processed because of this, there is a window of 3 days in which you can update your credit card information and resubmit the failed order. To resubmit your order:

Sign in to your account and go to the order history page. You will see a list of all your orders. Next to any failed orders that are within this timeframe, there will be a link that says 'Change billing info and re-try this order'. Click this link to be taken to a secure page where you can update the billing information. Update this information (if you wish, you can have the changes saved to your account) and click the 'Re-try order' button. Your order will be resubmitted (through our secure server as always).

If your order fails, any discounts it used will be reinstated; but please note that at this time, it is not possible to:

• Reorder previously-completed orders that have shipped or that you have cancelled
• Change shipping methods, addresses, or content of orders that are in process

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Q: How quickly does Shutterfly process orders?
A: Except for certain holidays, print orders are typically shipped within one business day of when your order is placed. After that, time in transit depends upon the shipping method you've chosen for your order. Since our shipping carriers do not pick up on weekends, print orders placed on Friday, Saturday, or Sunday are generally shipped out on Monday, regardless of the shipping method.

For our various other products, processing times are as follows: