Please create a help desk ticket and confirm that we received your photo and could match it to your horse. WE MUST HAVE your Item ID on your Photo Email in the Subject Line of the email. If we cannot match your photo to your order, we put these orders in a "Hold for Photos" status and continue working on newer orders. At this point, we will send you a notice by email that we cannot find your photo. We go back through the held orders periodically and try again to find your 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 photo and order clearly with the matching Item ID. If we do not receive your photo within a month, we will issue a refund on your order.