Frequently Asked Questions
Everything you need to know about personalizing, shipping and caring for your Keepsake Avenue order. Can't find your answer? Chat with us on the site, email info@keepsakeavenue.com or call (949) 665-9561.
Ordering & Personalization
How do I personalize my item?
On the product page, fill in each personalization field (names, dates, messages and so on), choose your options, then add the item to your cart. We make it exactly the way you enter it.
Where are your products made?
Every item is personalized and made to order by our team in Tustin, California, and ships from there.
I made a typo in my personalization. What should I do?
Contact us right away with your order number and the correct details. If your item hasn't gone into production yet, we'll do our best to update it. Once it's been made, we can't replace or refund an item made with the details entered at checkout, so please double-check spelling before you order.
Can I change or cancel my order?
You can request a cancellation within 1 hour of placing your order. Because every piece is made to order, we can't guarantee a cancellation, even within that hour, so please contact us right away.
How long has Keepsake Avenue been around?
We've been making personalized gifts since 2015 and have shipped 356k+ orders.
Shipping
When will my order ship?
Orders placed before 5 PM Pacific Time ship the next business day.
What shipping options do you offer?
For U.S. orders you can choose Standard shipping, USPS Priority Mail or Second Day shipping (1–2 days). Available options and rates are shown at checkout, and many items qualify for free standard shipping.
Do you ship internationally?
Not at the moment. We currently ship to addresses within the United States only.
How can I track my order?
When your order ships, you'll receive a shipping confirmation email with your tracking number.
My tracking hasn't updated. What should I do?
If your tracking hasn't updated in 7 days, or your package hasn't arrived within 7 days of its estimated delivery date, contact us and we'll look into it. If it's lost in transit, we'll replace it for free.
Returns & Issues
Can I return or exchange my item?
Since every item is personalized just for you, we can't accept returns, refunds or exchanges for change of mind. See our refund policy for full details.
My item arrived damaged, wrong or missing. What now?
Contact us within 30 days of placing your order and we'll replace it free of charge. Please include:
- Your order number
- Which item is affected and what happened
- A clear photo of the item and its packaging (for damaged, defective or wrong items)
What isn't covered?
We can't refund or replace orders when the shipping address or personalization details were entered incorrectly at checkout, or for change of mind.
Contact
How do I reach you?
Chat with us on our website — our team is available Monday to Friday, 9am to 5pm Pacific Time — call us at (949) 665-9561, or email info@keepsakeavenue.com anytime.