Refund policy
Every Keepsake Avenue product is personalized and made to order specifically for you. For this reason, we are unable to accept returns or exchanges, or issue refunds, for a change of mind. We stand behind the quality of our work, and if an issue arises that is our responsibility, we will make it right.
Replacements
We will replace your order at no additional cost in the following situations:
- Order errors: Your item arrives damaged, defective or misprinted, does not match the personalization you submitted, or your order is incorrect or incomplete. Please contact us within 30 days of your order date.
- Shipping issues: Your package is lost in transit or damaged during shipping. If your tracking information has not updated in 7 days, or your package has not arrived within 7 days of its estimated delivery date, please contact us so we can investigate.
Exclusions
We are unable to offer a refund or replacement for orders affected by:
- An incorrect or incomplete shipping address provided at checkout
- Spelling errors or incorrect personalization details provided at checkout
- A change of mind after the order has been placed
We recommend carefully reviewing your shipping address and personalization details before completing your purchase.
How to Submit a Request
To help us resolve your request quickly, please include:
- Your order number
- A brief description of the issue and the item(s) affected
- Clear photos of the item and its packaging (for damaged, defective or incorrect items)
Contact Us
Our customer care team is available by live chat on our website and by phone at (949) 665-9561, Monday through Friday, 9:00 AM to 5:00 PM Pacific Time. You may also email us at info@keepsakeavenue.com at any time, and we will respond as soon as possible.