Please create a support ticket and confirm that we received your photo and could match it to your horse. WE MUST HAVE your Horse ID on your Photo Email in the Subject Line of the email. If we cannot match your horse photo to your order, we hold these orders open and continue working on newer orders. At this point, we will notify you by email that we cannot find your photo. We go back through the held orders periodically and try again to find your horse photo, but this slows down the entire process. These un-found photos take a very long time for us to handle. Please help us out by marking your horse photo and order clearly with the matching Horse ID. If we do not receive your photo within a month, we will issue a refund on your order.