Privacy Policy

 Delivery Policy

Say Wishes Delivery Policy

（1）Scope & Delivery Method

 1.1 Scope

  • We offer global digital delivery for all video customization services ordered via www.wishesvideo.com. This policy applies to every such order.

1.2 Delivery Method

  • Delivery is purely digital. Final videos are delivered as HD MP4 files to the email address you provide at checkout (see Terms of Service Clause 4.4).

1.3 Email Receipt Reminder

  • Check your inbox, spam, and categorized folders (e.g., Promotions) to prevent missed delivery due to email filtering.

（2） Delivery Timeframes 

2.1 Regular Delivery

  • From order confirmation (payment received and all required materials submitted), standard delivery is 1–2 business days.
  • We will begin production within 1 business day and deliver the video immediately upon completion.

2.2 Expedited (Rush) Service

  • If you select the expedited service and pay the rush fee at checkout, the delivery window may be shortened to within 24 hours. The exact deadline is stated in your order confirmation email. The expedited window includes the day the order is placed.
  • If we fail to deliver within the agreed expedited timeframe, you may request a refund of the expedited fee. A full refund of the entire order amount is not automatically granted solely due to expedited delivery delay; any full-order refund will be assessed per our Refund Policy and applicable terms.

2.3 Delay Notes for Special Cases

  • Weekends & U.S. Federal Holidays: Orders placed on weekends or U.S. federal holidays may have minor processing delays (typically not exceeding 1 business day).
  • Peak Order Periods: If order volume exceeds daily capacity, we will notify customers by website announcement or email in advance. Maximum delay will not exceed 3 business days, and priority handling will be applied.

（3） Missed Delivery & File Issues 

3.1 If You Do Not Receive the Video

  • First, check all email folders (including spam/promotions).
  • If you still have not received the video after the agreed delivery window, contact support@wishesvideo.com with your order number.
  • If we verify delivery failure on our side, we will resend the video within 1 business day at no extra charge.

3.2 File Defects or Quality Issues

  • If the delivered video has material defects (blurred image, cannot play, corrupted file), contact us within 30 business days and provide supporting evidence (e.g., screenshots). Verified defects will be re-produced and delivered free of charge.
  • If the issue results from errors in materials you provided (e.g., wrong email, unclear assets), we may charge reasonable re-production fees based on modification effort.

（4） Video Resend / Backup Policy

 4.1 Resend Retention Period

  • If you lose the delivered file, you may request a free resend within 12 months (1 year) of delivery by providing your order number. After 12 months, we will generally not retain backups and cannot provide a free resend—please download and back up your files promptly.
  • Note: Retention is set to a maximum of one year; backups will be deleted after this period.

4.2 Resend Process

  • After verifying your order, customer service will resend the video to the original email within 1 business day with no additional action required from you.

（5） Additional Notes

 5.1 Delivery Confirmation

  • We do not send a separate “delivery confirmed” notification after sending the file. Please use your email receipt/download confirmation. If you need manual confirmation, contact support.

5.2 Third-Party Liability Disclaimer

  • We are not liable for delivery failures or delays caused by your email provider (e.g., Gmail, Outlook) or network outages. We will, however, assist with troubleshooting and resend if needed.

5.3 Support & Response Times

  • Support email: support@wishesvideo.com
  • Business hours: Mon–Fri 09:00–18:00 ET (excluding U.S. federal holidays)
  • Typical response: general queries within 24 hours; for delivery issues we will provide status updates within 1 business day.

5.4 Relation to Terms of Service

  • This Delivery Policy supplements the Say Wishes Terms of Service and has equal legal force. In case of conflict, the Terms of Service prevail.