Order policies
Shipping, cancellations, and returns
What to expect when a custom keepsake is accepted for production and delivery.
Checkout and production
Every product receives a private prepared preview and exact quote before payment. The selected model is fitted to its requested form, prepared for production, and given an exact quote before checkout. Physical production requires confirmed payment and human production review; the preview is the customer's shopping review, not a separate manufacturing approval step.
For an in-house order, manufacturing starts when the printer starts the first item. For an outsourced order, it starts when we send the reviewed work package to our production partner. The physical product is delivered as a complete 3D object.
Pricing and shipping
Every physical product is priced from its final printable model rather than a fixed size-price table. The exact quote includes estimated print time, material, applicable assembly or hardware, packaging, and configured operating costs. Shipping is quoted for the delivery address and tax is calculated separately before payment. Standard shipping is free after discounts when the order reaches the current threshold.
The service currently supports United States addresses. Production time varies by order; a carrier estimate is not a guaranteed ship or delivery date. Carrier transit estimates begin after shipment and can change in transit. We email carrier tracking after shipment. Compatible keepsakes are packed together. Oversize or specially packed items may arrive separately.
Changes and cancellations
Contact support immediately if you need to cancel. You can cancel until printing starts, or until we send an approved outsourced order to our production partner. Once manufacturing starts, the custom order cannot be changed or canceled.
Custom-item returns
Every new keepsake is made for one customer from their submitted photo, sound, footprint, or selected name. After manufacturing starts, it is final sale and cannot be refunded, returned, or exchanged. Minor differences in shape, proportions, surface texture, or fine details are normal results of custom manufacturing and are not defects. Non-waivable rights under applicable law still apply.
Damage, defects, the wrong item, or delivery failure
Contact support promptly with the order number and clear photographs of the item and packaging. After review, we may repair or remake an item that arrived damaged, defective, or materially different from the original source and product description. A refund is provided only when required by applicable law. Keep the item and packaging until support confirms the next step.
If the carrier reports a delivery failure, contact support so we can verify the tracking and review a replacement shipment. These support remedies do not create an ordinary return or exchange right for a custom item.
Refund timing
Approved refunds are returned to the original payment method. Financial institutions control how quickly the credit appears after the payment processor accepts it.