FAQs

1. What products do you sell?

We offer both personalized and non-personalized ornaments designed for gifting, decorating, and celebrating special moments.

2. Where do you ship?

We currently ship to the United States, Canada, and Australia.

3. How long does it take to process my order?

Orders are generally processed within 1–2 business days.

4. How long does shipping take?

Estimated delivery times are:

United States: 5–7 business days
Canada: 8–10 business days
Australia: 8–10 business days

These are estimated delivery times and may vary due to carrier or other delays.

5. How does personalization work?

For personalized products, you'll find an “Add Personalized Design” section below the product title. Enter the information you want to appear on your product there. As you enter your information, your personalized design will appear in the preview above the personalization fields, allowing you to see how your product is coming together.

6. Will my preview be the same as my final product?

Yes. The information and design shown in your personalization preview will be sent for production.

Please carefully check your preview before production and make sure you have entered only the words, names, dates, and other details you want to appear on your product.

7. Can I change my personalization after ordering?

Yes, but only within 12 hours of placing your order.

Please contact us at info@keepsakelaneco.store with your order number and the corrected information.

Once your order has entered production, no changes can be made.

8. Can I cancel my order?

If you need to make a change or request a cancellation, contact us as soon as possible and within 12 hours of placing your order.

Once an order has entered production, changes or cancellations cannot be made.

9. Do you accept returns?

We do not accept returns, refunds, or exchanges for change of mind.

Please review our Refund & Replacement Policy for details about damaged, defective, or incorrect products.

10. What if my product arrives damaged or defective?

Please contact us within 10 days of delivery at info@keepsakelaneco.store.

Include your order number and clear photos of the issue. If your claim is approved, we will provide a replacement or refund as appropriate.

You will not normally need to return the damaged or defective item.

11. What if I entered the wrong address?

Please check your shipping address carefully before placing your order.

If an order cannot be delivered because an incorrect, incomplete, or invalid address was provided by the customer, no refund or replacement will be issued.

12. Can I use my own photo for a personalized product?

Yes, for products that offer photo personalization. Please make sure the photo is clear and that you have the necessary rights and permission to use it.

13. Do personalized products look exactly like the product photos?

Your personalized product will follow the design shown on the product listing and your approved personalization preview.

Please note that slight differences in color may occur due to screen settings, lighting, and printing.

14. What if I have another question?

We're happy to help.