Refund policy

Everything we sell is made after you order it. Nothing is pulled off a shelf, and nothing sits in a warehouse waiting for a buyer. That changes what a fair return policy looks like, so here is exactly where we stand, in plain English.

If we got it wrong, we fix it

If your order arrives damaged, defective, not what you ordered, or with the personalization printed or engraved incorrectly, we will remake it or refund it in full, your choice. You will not pay for the replacement, and in most cases you will not need to send anything back.

Message us through our contact page or email info@keepsake.today within 30 days of delivery with your order number and a photo of the problem. A photo is usually all we need. We are a two person shop and we would rather fix it than argue about it.

We do not accept change-of-mind returns

Because every item is produced for your order after you place it, we cannot accept returns or exchanges for a change of mind, and we cannot accept returns for a spelling or a message that was submitted the way it was typed.

Our production partners do not take finished pieces back, and an item made with someone's name on it cannot be sold to anyone else. We would rather tell you that up front than bury it.

This is the same policy that applies to our Etsy shop, so it does not matter where you buy from us.

How we protect you instead

A no-returns policy only works if we are careful on the front end, so:

What you type is shown back to you before you add to cart. Read that line. It is exactly what will be made.
Every product page tells you the size, the material and what the message says before you buy. If something is not clear, ask us before you order. We would rather answer a question than disappoint you.
If you spot a mistake after ordering, tell us right away. If your order has not gone into production yet, we will correct it or cancel it at no cost. That window is usually a few hours. Texting 435-401-4921 is the fastest way to reach us outside business hours.
If the finished item is wrong in any way that is our fault, the first section covers you completely.

Cancelling an order

Message us as soon as you can. If production has not started, we will cancel and refund in full. Once production has started we cannot cancel, but again, if the finished item is wrong, that is on us.

Refunds

Once a refund is approved we issue it to your original payment method. It leaves us within 2 business days. Your bank or card issuer usually takes another 3 to 10 days to post it.

If more than 15 business days pass after we have told you a refund was approved, message us and we will chase it with you.

Orders placed on Etsy

If you bought from our Etsy shop, Etsy handles that order and the policy shown on the listing applies. It matches this one. Message us through Etsy and we will take care of you the same way we would here.