​​Below are answers to the most common questions regarding ordering, payment, and policies for our custom keepsake products. Please review our full Terms and Conditions and Policy documents for complete details.

​

1. Ordering & Production

Q: How quickly can I cancel my order?

A: Due to the immediate start of our design and manufacturing process, you must request cancellation within one (1) hour of placing your order for a full refund. Cancellations requested after this 1-hour window will incur a 25% personalization fee deducted from your refund.

​

Q: How long is the production time?

A: Production time is divided into two phases:

1. Fulfillment Time (Manufacturing): This is the time required for design, production, and inspection, which is typically [Insert X] business days.

2. Shipping Time: This is the time the carrier takes to deliver the package once it leaves our facility. This depends on the method selected at checkout.

​

Q: Do you accept rush orders?

A: Yes, based on our current capacity, we may accommodate rush orders. All rush orders incur a non-refundable Rush Fee and cannot be modified or cancelled once confirmed.

​

Q: Will I receive a proof or preview before my item is made?

A: To maintain an efficient production schedule, we do not guarantee or offer pre-production proofs or previews of every item. Customer dissatisfaction based solely on the lack of a preview is not a valid reason for a refund or return. We guarantee your item will be produced according to the specifications you submitted.

​

2. Image, Copyright, and Content

Q: Who owns the photos and images I upload for my keepsake?

A: You retain all ownership rights and copyright to the Customer Content (photos, images, text) you upload. By submitting content, you grant The Keepsake Factory a temporary license solely to fulfill your specific order.

​

Q: Can I use any image for my keepsake?

A: By submitting content, you legally guarantee that you are the owner of the copyright or have express, written permission from the owner to use the image for commercial reproduction. You are responsible for any claims that arise from using copyrighted material without permission.

​

Q: Will you use my final product for promotion?

A: Unless you request otherwise in writing at the time of placing your order, you grant us permission to use photographs of the final customized product (the keepsake) for promotional purposes on our website and social media. We will not use your original, unedited source photo for promotion.

​

3. Shipping, Damage, and Refunds

Q: What is your refund policy on custom goods?

A: All sales of personalized, custom merchandise are final. We do not accept returns or issue refunds unless there is a verifiable manufacturing defect or an error on our part (e.g., wrong product or personalization error that differs from your approved text/design).

​

Q: What if my item arrives damaged?

A: If your item arrives damaged or defective, you must notify us via email at tkeepsakefactory@gmail.com within forty-eight (48) hours of the delivery date. You must include clear photographic evidence of the damage to both the product and the packaging.

​

Q: What happens if the shipping carrier loses my package?

A: The risk of loss passes to you once the item is delivered to the shipping carrier (USPS, FedEx, etc.). We are not responsible for shipping delays or losses caused by the carrier. We will assist you with providing tracking and necessary details to file a claim with the carrier.

​

Q: Why does the color look slightly different than on my screen?

A: We do not issue refunds for minor color variations. Due to differences in computer monitors, mobile screens, and the process of digital printing on physical materials, slight color variations are not considered a defect.