Frequently Asked Questions
Got questions? We’ve got answers for your family gifts.
Personalized Gifts
Learn how our personalized family keepsakes are created and what to check before placing your order.
Personalization options vary by product and may include
names, family members, dates, messages, photos or selected
design details. Check the personalization options shown
directly on each product page before ordering.
Choose the customization options available on the product page,
then enter the requested names, dates, messages, photos
or other details before adding the item to your cart.
If the product includes a photo personalization option,
you can upload your own image. Use a clear, high-quality
photo with the main subjects fully visible for the best result.
Double-check names, spelling, dates, photos, sizes,
colors and all customization information before checkout.
Your personalized item is created using the details submitted.
Orders & Shipping
Find information about processing, delivery, tracking and split shipments.
Processing time depends on the product.
Standard printed products generally process faster,
while personalized and specialty products may require
additional production time before shipping.
Tracking information is sent after your order has completed
processing and has been transferred to the shipping carrier.
Tracking updates may take additional time to appear.
Products may be fulfilled from different production facilities,
so one order can arrive in separate packages and on different days.
Check your shipping emails for additional tracking numbers.
Contact our support team as soon as possible.
Address changes are not guaranteed once production has started,
and packages generally cannot be redirected after carrier acceptance.
Customization
Everything you should know before approving names, photos and custom details.
Contact us immediately if you notice an error.
Changes are not guaranteed once your personalized
item has entered production.
Use the clearest and highest-quality image available.
Avoid blurry, dark or heavily cropped photos and make sure
important faces or subjects are fully visible.
Personalized products are produced using the information
submitted at checkout. Review all spelling, dates
and custom text carefully before placing your order.
Small color differences can occur because screens,
materials and printing processes display color differently.
Minor variations are normal.
Returns & Refunds
Return eligibility depends on whether your product was personalized and the reason for the request.
Personalized products are generally not eligible for
return or exchange unless the item arrives defective,
damaged or incorrect due to our error.
Contact our support team within 72 hours of delivery
and include your order information plus clear photos
or video showing the problem.
Eligible non-personalized products may qualify for
return or exchange when the request is submitted
within 7 days of delivery and the applicable return conditions are met.
Approved refunds are generally processed within
3–7 business days to the original payment method.
Your bank or payment provider may require additional time.
Product Care
Simple care tips can help your family keepsakes stay beautiful for longer.
Follow the care instructions provided on the product page
or garment label. Proper washing and drying help protect
both the fabric and printed design.
Store delicate keepsakes carefully when not in use
and avoid unnecessary pressure, scratching or impact.
Follow the washing and care instructions listed
for your specific product. Different materials may
require different cleaning methods.
Payment & Support
Quick answers about checkout, order confirmation and getting help with your order.
Checkout is processed through secure payment systems.
Available payment methods are displayed during checkout.
Check your spam or promotions folder first and confirm
that the email address entered during checkout was correct.
Contact support if you still cannot locate your confirmation.
Contact our customer support team and include your
order number plus a short description of the issue
so we can review your request efficiently.
Free Delivery
Free delivery on eligible orders $85+.
7 Days Return
For eligible non-personalized products.
Secure Checkout
Multiple secure payment options available.
Customer Support
Need help? Our support team is here to assist.
