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When Will My Digital Download Arrive?

Most completed digital orders are emailed promptly, while retouching or another image service can delay delivery.

Quick answer: Most completed digital orders are delivered by email shortly after checkout. Retouching, image services, an order hold, or an incorrect email address can delay the message.

What normally happens

  1. The order is completed and receives an order number.
  2. The digital-delivery message is sent to the email entered at checkout.
  3. The message contains a link to download a ZIP folder with the purchased image file or files.
  4. The customer downloads, extracts, and backs up the files.

The customer-service email shown on the order receipt is info@vangoghphoto.com. The automated digital-delivery message may use a different sender name or subject line, so search by the Order Number and the words “digital download” as well as Van Gogh.

Reasons delivery may take longer

  • Retouching, brace removal, or another image service must be completed first.
  • The order is being reviewed because of an image, payment, or fulfillment issue.
  • The order includes a product configured for later delivery.
  • The email address was entered incorrectly.
  • The message went to spam, junk, promotions, or an unsubscribed/blocked folder.
  • The order did not actually complete even though a pending card authorization appeared.

Before purchasing again

Check for an order number and search every email folder. Do not purchase the digital product a second time solely because the delivery email is missing. Customer Support can verify the original order and resend the link when appropriate.

Important: The download link is time-limited. Download and back up the files promptly rather than relying on the email as permanent storage.

Still need help?

Use the Van Gogh Help Center to search for an answer or submit a private support ticket. You can also email info@vangoghphoto.com or call 847-382-2282.

Please include:

  • Order number
  • Student’s full name and school
  • Email used at checkout
  • Digital product name
  • Order date
  • Whether retouching or another image service was purchased

For your security, never send a full card number, security code, banking password, or account password.

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