Customer experience comes first at Keepsakes. These pieces are not just products. They represent real memories, real love, and real trust placed in us to get it right. Going above and beyond means clear communication, thoughtful support, and solutions that feel fair and human. Your order is never taken lightly, and your faith in Keepsakes is never taken for granted. Keepsakes would not exist without you, and we are genuinely grateful for every person who chooses to trust us with something meaningful.
Always in your corner,
Team Keepsakes
Overview
All Keepsakes items are made to order and customized from the customer’s selections and uploaded photo. Because of this, 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.
Returns / Refunds for Custom Items (Preference-Based)
We do not accept returns or provide refunds for preference-based reasons, including (but not limited to):
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change of mind
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selecting a different size, material, color, base style, or wording
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expectations not reflected in the approved proof
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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:
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your order number
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clear photos of the item
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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.
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Lost in transit: If tracking shows the package is lost, we will send a replacement and then pursue the carrier claim separately.
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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
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Before printing starts: Cancellations are allowed with no fee.
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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.