Shipping, Returns & Refunds
Effective October 14, 2026
Shipping
Shipping is free to US addresses. We build each frame by hand and ship it within 7 days of your order. If we can't, we email you the new ship date before the first one passes. If that is too late, reply and we will cancel and refund you in full. If we have to delay a second time, or by more than 30 days, we ask for your OK, and we cancel and refund you in full unless you give it.
Your frame ships with every living photo you have added by its ship date. Photos you add later reach it over WiFi.
Order by December 12 and we ship it in time to arrive before Christmas.
Damaged in transit
If your frame arrives damaged, tell us within 7 days of delivery and include a photo of the damage. Email hello@vimentos.com and we'll send a replacement.
Returns
You can return your frame within 30 days of delivery. We'll email you a prepaid shipping label: return shipping is on us.
What we refund: Send the frame back within 30 days of delivery and we refund $279, minus $1.56 for each of your 25 included living photos we made, $39 at most. We never deduct the free try, bonus living photos, or living photos from a monthly plan or a pack. Made all 25? You get $240 back, and you keep every living photo.
The living photos are yours to keep. They stay in your account, and we don't refund them. If we made none of your included living photos, you get the full price back. For a frame at another price, the rule is the same: the price you paid, minus $1.56 for each included living photo we made.
- A photo that didn't come out doesn't count as made.
- Redos or living photos you bought in a pack before we stopped selling packs, and haven't used, are refunded along with the frame.
- A monthly plan: when we receive the frame back we cancel the plan. Monthly charges already paid are not refunded, including a first month paid together with the frame. The living photos they brought stay in your account.
1-year limited warranty
What it covers: the frame, stand and power supply, against defects in parts and workmanship, for 1 year from delivery.
What we do: repair or replace it free, including shipping both ways. If we can't, we refund what you paid for the frame.
Not covered: damage from drops, liquid, or opening the housing.
How to claim: email hello@vimentos.com with your order number and what's going on.
Implied warranties, including those of merchantability and fitness for a particular purpose, are limited to 1 year from delivery. Some states don't allow limits on how long an implied warranty lasts, so this limit may not apply to you. This warranty gives you specific legal rights, and you may also have other rights that vary from state to state. Warrantor: Lovecraft LLC, 401 E 8th St, Ste 214-5021, Sioux Falls, SD 57103.
If we ever stop the Vimento service, we tell you at least 90 days ahead, and your frame keeps playing every living photo already on it.
How to start a return, refund, or warranty claim
Email hello@vimentos.com with your order details and what's going on. We'll walk you through the next steps.
Contact us
Questions about shipping, returns, or refunds? Email us at hello@vimentos.com.