Our Promise to Your Family: Replacements
Lineage Lines Studio provides custom, made-to-order products. Each order involves a manual conversion process followed by physical production and fulfillment of a spiral-bound book. Because work begins promptly after purchase and each product is uniquely created from your personal photographs, all sales are final upon checkout.
However, we are deeply committed to making sure your family receives a beautiful, comforting keepsake that you can pass down across generations. Here is how we protect you if something unexpected happens:
1. Damaged or Misprinted Books
We take great pride in our high material standards, including our heavy, glare-free matte paper and senior-safe spiral bindings. Even so, printing machines can sometimes make mistakes, or a package can get roughed up during delivery.
If your book arrives with any of the following problems, we will print a brand-new copy and ship it to you 100% free of charge:
- Pages that are torn, bent, loose, or bound out of order.
- Smudged ink or print lines running across the artwork.
- A cover that is cracked or bent during transit.
- The package is confirmed as lost in transit by the carrier’s official tracking metrics.
What to do: You do not need to pack up the book or mail it back to us. Simply take a quick photo of the damage with your phone and email it to our team at studio@lineagelines.com within 7 days of delivery. We will rush your free replacement into production right away.
2. Art Decisions and Custom Changes
To give your loved one the clearest view, our team manually reviews every photo to strip away background clutter and focus on the true face of your family member. We do this to stop confusion and senior eye strain.
Because this art requires hours of direct human design time, we cannot offer cash refunds if you simply change your mind or choose a different picture after checkout.
To prevent any surprises, we use a Replacement Loop system. If you upload a photo with insufficient resolution or poor contrast that prevents precise manual vector conversion, we will hold the project and send a message directly to your email. We will give you a private link to swap out the picture for a better one before it ever goes to the print shop.
If a replacement photo is not submitted via the provided link within 14 calendar days of notification, the order will be canceled, and a store credit voucher minus a $15 design fee will be issued.
Need Help?
Caring for a loved one is hard work, and we want this process to be a peaceful, gentle experience for your family. If you have any worries about your order or are confused about how your book printed, please reach out to us at hello@lineagelines.com. We are here to talk, to listen, and to help make it right.
Lineage Lines Studio: Created from experience, not theory.