Plaque with slots for Collar Display

SHIPPING + TIMELINE

• Digital preview: We email you a digital preview within 24–48 hours of your order.

• Approval first: Nothing is printed until you approve your preview.

• Production time: Because every keepsake is custom-made, please allow 7–10 business days for production after you approve your proof.

• Before shipping: Each keepsake is cleaned, lightly finished, and inspected before shipping.

SHIPPING METHOD + COST

• Carrier: Orders ship via USPS. Delivery times vary by location.

WHERE WE SHIP

• United States only: We ship to addresses within the United States only (no international shipping at this time).

ADDRESS ACCURACY

• Please confirm your shipping address at checkout. If a package is returned due to an incorrect or incomplete address, additional shipping charges may apply to reship.

IF THERE’S A PROBLEM

• Damaged/defective/incorrect: Email us within 48 hours of delivery with your order number, clear photos of the item, and photos of the packaging (if damaged in transit). We will provide a replacement (or refund if a replacement isn’t possible).

USPS issues:

  – 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: Contact us as soon as possible and we’ll help you troubleshoot with USPS.

CONTACT

• team@keepsakesbypawpetual.com

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