I emailed them yesterday, sent a picture OF my picture and was told I could either get a $7.50 refund or double jpegs NEXT time around.... why would my $200 Patrick Stewart jpeg be only $7.50 when everyone else's is $10? Hmmm... anyway, I emailed Sarah at patentleather@froggysphotos.com.... she was pretty quick to reply. Try using that email. Good luck!