Support Center

Holiday Season FAQs

Holiday Hours and Deadlines

  • We will be closed for Thanksgiving Thursday, November 23. We will be back at work Friday, November 24.
  • We will be closed for Christmas Monday, December 25th. We will be back at work Tuesday, December 26th.
  • We will have expanded customer service hours for the month of December. We will be open every Saturday from 9am-3pm December 2nd, 9th, 16th, and 23rd.
  • We will be closed for New Year's Day Monday, January 1st. We will be back at work Tuesday, January 2nd.

Holiday Turnaround Times

  • FedEx and the United States Postal Service will not deliver packages December 24-25th.
  • Because we have overnight and rush options available, we do not have a Holiday cut-off time for the majority of our products (see standard production times here).
  • Exceptions to our standard production times apply for a few select products. The deadlines to submit orders for these items to arrive in time for the Christmas Holiday are as follows: 
    • Kingston Albums
      • Domestic and International - December 13th
      • Orders received after December 13th will be held until January 2nd, when normal production turnaround times resume.  
    • Gallery Blocks
      • Domestic via Ground shipping - December 7th
      • Domestic via 2-day shipping - December 11th
      • Domestic via Overnight shipping - Dec. 12th
    • Acrylic Face Mounted Prints*
      • International (including Canada) - December 4th
      • Domestic via Ground shipping - December 5th
      • Domestic via 2-day shipping - December 8th
      • Domestic via Overnight shipping - December 11th
    • Acrylic Blocks*
      • International (including Canada) - December 4th
      • Domestic via Ground shipping - December 7th
      • Domestic via 2-day shipping - December 12th
      • Domestic via Overnight shipping - December 13th
      • If it is getting close to the deadline for this product, please contact us to discuss rush options. 
    • *From December 14 through January 8, the turnaround time for acrylic prints will increase to 7-14 business days.

Helpful Hints for Ordering this Holiday Season

Q: I entered a Promo Code, why don't I see the discount?

A: When a valid Promo Code is entered, the discount will not be reflected on your Order Confirmation email, and may not be shown during the checkout process. 

As long as you enter a valid code, and the products you are ordering are part of that promo, we will adjust the cost on our end before the order is charged to your credit card.

Promo Codes behave differently depending on the ordering system that you use:
  • When ordering through, Promo Codes can be entered in the cart, and you will be notified whether or not they are valid, but the order totals within the cart will not reflect the discount. Your invoice will be adjusted before the order is charged to your credit card.
  • In Bay ROES, Promo Codes are not applied within the application itself, but as long as you enter a valid code, and the products you are ordering are part of that promo, we will adjust the cost on our end before the order is charged to your credit card.
  • When ordering in Bay Designer, Promo Codes will be applied to the order during the checkout process, so you will see the discount in real time.
All valid promo codes can be found on our Specials page

Q: When will I receive my order?

A: We understand that everyone is trying to get their orders in time for the Holiday. The majority of our products take about 3-5 business days in production (not including shipping). Different products may spend more or less time in production. Please see our estimated production turnaround times here. If you do need your order by a specific day or time, we recommend letting us know that in the special instructions and we’ll try to accommodate you. If you need the order done before the estimated production turnaround time, a rush fee may apply. 

Q: How can I change/cancel my order?

A: We are working diligently to get your order done as quickly as possible. Because of this, there is only a 30 minute window from the time you receive your confirmation email to when we can cancel or change your order.

In your confirmation email, there is a change/cancel link: Please click this link within a half an hour of receiving your confirmation email and you will receive immediate confirmation letting you know if your order can be changed or canceled.  

Q: How can I check on the status of my order?

A: We have created a variety of ways to check your order's status:
  • Log into your account from the "Sign In" button in the upper right corner of the main site, or click here
  • Use the Bay Photo mobile app (iPhone and Android phones)
  • Reply to your Order Confirmation email
  • Contact us by phone, chat, or email
For faster, more accurate service when contacting us about your order status,  please provide the correct order number from the confirmation email. This number begins with the letter R or B, followed by 7 digits.

Q: I see a card design that I like on your website. How do I order it?    

A: Please create an account here, then visit our ordering page here and download our Bay ROES Professional software.

Once you have installed the Bay ROES software, please log in using your account number and the password you entered when you created your account.

Once logged in, click the magnifying glass at the top left hand side of the screen. 

Type in product type code of the card design you like into the search field, and hit the enter key.

Once the product shows up in the list, double click the product you would like.

To learn more about how to use Bay ROES to place your order, be sure to view our Video Tutorials.

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