RETURNS & REFUNDS (OVERVIEW)
• All Keepsakes items are made to order and customized from your selections and uploaded photo, so return/refund eligibility depends on the reason for the request.
DIGITAL PROOF APPROVAL
• You will receive a digital proof before printing.
• Once you approve your proof, the design is considered final and production begins.
NO RETURNS / REFUNDS (PREFERENCE-BASED)
We do not accept returns or provide refunds for preference-based reasons, including (but not limited to):
• change of mind
• selecting a different size, material, color, base style, or wording
• expectations not reflected in the approved proof
• minor variations inherent to 3D printing and PLA filament styles
DAMAGED, DEFECTIVE, OR INCORRECT ORDERS
• If your item arrives damaged, defective, or incorrect (does not match your approved proof or your order details), email us within 48 hours of delivery.
Please include:
• your order number
• clear photos of the item
• photos of the packaging (if damaged in transit)
Resolution:
• We will provide a replacement. If a replacement is not possible, we will issue a refund to the original payment method.
• If the package was damaged in transit, we will handle the carrier claim.
SHIPPING ISSUES (USPS)
• Orders ship via USPS and delivery times vary by location.
• Lost in transit: If tracking shows the package is lost, we will send a replacement and then pursue the carrier claim separately.
• Marked delivered but not received: If tracking shows delivered but you can’t locate the package, contact us as soon as possible. We’ll help you troubleshoot with USPS (for example, verifying delivery details and initiating a search). A police report is not required.
CANCELLATIONS
• Before printing starts: Cancellations are allowed with no fee.
• After printing has started: A 15% cancellation fee applies. The remaining balance will be refunded.
RETURN SHIPPING (IF A RETURN IS NEEDED)
• If a return is required as part of resolving an issue, we will provide return instructions. If applicable, we will provide a return shipping label.
CONTACT
• team@keepsakesbypawpetual.com
