Frequently Asked Questions
Quick answers to common questions about personalized keepsake gifts, custom orders, shipping, delivery, replacements, refunds, privacy, and ordering from Custom Keepsake Gifts.
🛒 Orders & Personalization
Are your products personalized?
Yes. Most of our products are made to order and personalized using names, dates, locations, photos, or custom text depending on the product selected.
Can I change or cancel my order?
If you need to change or cancel an order, please contact us as soon as possible. Once an order has entered production, changes or cancellations may no longer be possible.
What if I entered incorrect personalization details?
Please carefully review spelling, names, dates, custom text, sizes, colors, photos, and product options before placing your order. Orders submitted with incorrect customer-provided personalization details are not eligible for replacement or refund.
Will I receive a preview before production?
Some products include a live preview during customization. Unless otherwise stated, orders are processed using the details submitted at checkout.
📦 Shipping & Delivery
How long does delivery take?
Most orders arrive within 7 to 12 business days from the date of purchase. This generally includes production time plus shipping time.
How do I track my order?
Once your order ships, you will receive a shipping confirmation with tracking details. You can also use our Track Order page at any time.
What if my tracking says delivered but I cannot find my package?
Please check around your property, with neighbors, household members, secure delivery areas, or local mail rooms. Occasionally carriers mark packages as delivered shortly before final drop-off.
What happens if my package is lost in transit?
If a shipment is confirmed lost in transit by the carrier, we will review the issue and help with the next steps where applicable.
Do you ship internationally?
Shipping availability may vary depending on the product and destination country. Available shipping options will appear during checkout.
↺ Replacements & Refunds
Do you accept returns?
Because most products are personalized and made specifically for your order, we do not accept returns for change of mind, incorrect customer-submitted personalization details, or wrong selections made at checkout.
What issues may qualify for a replacement or refund?
- Damaged items
- Manufacturing defects
- Misprinted items
- Incorrect items received
- Confirmed lost shipments
How do I report a problem with my order?
Please contact us with your order number, a short description of the issue, and clear photos of the item and packaging where possible.
Do I need to return the item?
Please contact us before returning any item. Unauthorized returns may not be accepted, especially for personalized and made-to-order products.
How long do refunds take?
Approved refunds are issued to the original payment method. Depending on your payment provider, refunds may take several business days to appear.
🛡 Product Quality
What does your quality guarantee cover?
Our quality guarantee covers damaged items, manufacturing defects, misprinted items, incorrect items received, and confirmed lost shipments where applicable.
What is not covered?
We do not cover customer-entered personalization errors, wrong selections made at checkout, change-of-mind requests, normal wear and tear, minor color variations caused by screen settings, or damage occurring after delivery.
🔐 Privacy & Data Protection
How is my information used?
Your information is used to process orders, create personalized products, improve your shopping experience, and provide order-related communication where necessary.
Can I unsubscribe from marketing emails?
Yes. You can unsubscribe from marketing emails at any time using the unsubscribe link included within those messages.
Do I have privacy rights regarding my personal data?
Depending on your location, you may have rights relating to access, correction, or deletion of your personal information in accordance with applicable laws.
♿ Accessibility
Is your website accessible?
We are committed to improving accessibility and usability for all visitors. If you experience difficulty using our website, please use our contact page and we will do our best to assist you.
