We know choosing a memorial can be deeply personal. Whether you're honoring someone you love or searching for a meaningful gift for someone who is grieving, we're here to make the process as simple and thoughtful as possible.
Below you'll find answers to some of the most common questions about ordering from Heaven's Keepsakes Co.
What is Heaven's Keepsakes Co?
Heaven's Keepsakes Co is a memorial and remembrance brand offering meaningful products designed to honor the people and companions we never stop loving.
Our collection includes personalized memorial gifts, remembrance keepsakes, sympathy gifts, memorial wind chimes, jewelry, frames and plaques, garden memorials, candles and lanterns, seasonal remembrance pieces, and our signature custom memorial shadow boxes.
Some products are created directly by us, while others are produced and shipped with the help of carefully selected production and fulfillment partners.
Are all of your memorial products personalized?
No. Our collection includes both personalized and non-personalized memorial products.
Products offering personalization will clearly display the available customization options on the product page.
Depending on the item, personalization may include:
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Names
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Photographs
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Dates
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Memorial messages
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Special wording
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Other available design options
Please carefully review all personalization information before submitting your order.
How do I personalize an item?
If personalization is available, instructions and customization options will be displayed on the product page.
Enter or upload the requested information before adding the item to your cart.
Please double-check all names, dates, spelling, photographs, and messages before placing your order.
We create personalized products using the information you submit, so customer-submitted errors may not be eligible for correction or replacement after production begins.
Can I use my own photograph?
For products that offer photo personalization, absolutely.
Use the upload option provided on the product page and choose the clearest, highest-quality photograph available.
For the best results, we recommend using an original photograph rather than a screenshot or image downloaded from social media whenever possible.
If there is a significant problem with a submitted photograph that prevents us from creating the product properly, we may contact you.
Can you improve or edit my photograph?
Minor adjustments may sometimes be made as part of preparing a photograph for a particular product, depending on the item and production process.
However, we cannot guarantee restoration or major editing of damaged, blurry, extremely small, or low-resolution photographs unless that service is specifically offered.
Starting with the clearest photograph available will generally produce the best result.
What are your custom memorial shadow boxes?
Our custom shadow boxes are part of the signature Heaven's Keepsakes Co collection.
Unlike our other memorial products, these pieces are individually designed around photographs and personal details provided by the customer.
Each shadow box is intended to create a one-of-a-kind tribute celebrating the life, personality, memories, and story of someone deeply loved.
Processing times for custom shadow boxes may be longer than for other products because of the additional design and creation involved.
Do you only create memorials for people?
No.
We know the loss of a beloved dog or cat can be devastating.
Our memorial collection includes remembrance products created specifically to honor cherished animal companions and the unconditional love they brought into our lives.
You can explore our Loss of Dog and Loss of Cat collections to find appropriate memorial gifts and keepsakes.
Can I send a memorial gift directly to someone who is grieving?
Yes.
During checkout, enter the recipient's address as the shipping address.
This allows you to send a sympathy or memorial gift directly to a family member, friend, coworker, neighbor, or anyone else you would like to support.
If a particular product offers gift-message options, those options will appear on the product page or during the ordering process.
Will an invoice or price be included in the package?
Because our products may be shipped from different production and fulfillment locations, package contents can vary.
We generally do not intend memorial gifts to arrive with promotional pricing materials intended for the recipient. However, we cannot guarantee the exact paperwork included by every shipping or fulfillment provider unless specifically stated on the product page.
If you're sending an item directly as a gift and have a particular concern, please contact us before ordering.
Where are your products shipped from?
Heaven's Keepsakes Co uses multiple production and fulfillment methods.
Some products may be created directly by us, while others may be produced and shipped by trusted printing, personalization, manufacturing, or fulfillment partners.
As a result, the shipping origin may vary depending on the product.
Why did I receive only part of my order?
Don't worry—this can be completely normal.
If you purchase multiple products, they may be produced or fulfilled at different locations.
This means your order may:
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Arrive in separate packages
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Arrive on different days
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Have multiple tracking numbers
One item arriving first does not necessarily mean the remainder of your order is missing.
How long does processing take?
Processing time varies by product.
Non-custom products may process relatively quickly, while personalized, engraved, printed, made-to-order, or handcrafted products may require additional production time.
Our custom shadow boxes may require longer processing because each piece is individually created.
When available, estimated processing information will be displayed on the applicable product page.
Please remember that processing time and shipping time are separate.
How long does shipping take?
Shipping times depend on the product, destination, fulfillment location, and shipping carrier.
Any delivery dates shown on our website or during checkout are estimates unless specifically identified as guaranteed.
Weather, holidays, carrier delays, customs, high shipping volume, and other circumstances outside our control can occasionally affect delivery times.
Please review our Shipping Policy for complete information.
Can you guarantee delivery before a funeral, memorial service, birthday, anniversary, or holiday?
Unless a product specifically includes a guaranteed delivery service, we cannot guarantee arrival by a particular date.
We understand that memorial products are often purchased for important and emotional occasions, so we strongly recommend ordering as early as possible when an item is needed for a specific event.
Will I receive tracking information?
When tracking is available, tracking information will generally be provided after your order ships.
If your order ships in multiple packages, you may receive multiple tracking numbers.
Please allow some time for carrier systems to update after tracking information is created.
Can I change my shipping address after ordering?
Contact us immediately if you notice an error.
We will attempt to update your address if the order has not entered fulfillment or shipped, but we cannot guarantee address changes after processing begins.
Customers are responsible for entering a complete and accurate shipping address during checkout.
Can I change my personalization after placing an order?
Contact us immediately.
If production has not begun, we may be able to make the requested change.
However, many personalized orders enter production quickly, and changes cannot be guaranteed once production begins.
Can I cancel my order?
Orders begin processing as quickly as possible.
If you contact us before production or fulfillment begins, we may attempt to stop the order.
However, cancellations are not guaranteed.
Once a personalized, custom, or made-to-order product has entered production, the order cannot generally be canceled.
Do you accept returns?
Our products include personalized, custom-made, made-to-order, and specially fulfilled memorial items.
Because of the nature of these products, all sales are final and we generally do not accept returns or exchanges.
Please carefully review your order before completing your purchase.
For complete information, please review our Refund Policy.
Do you offer refunds?
Heaven's Keepsakes Co has an all-sales-final policy and does not provide refunds for change of mind, buyer's remorse, customer ordering errors, or customer-submitted personalization errors.
However, if your product arrives damaged, defective, incorrect, or contains a production error caused by us or our fulfillment partner, contact us so we can review the issue.
Our no-refund policy does not remove any rights or remedies that cannot legally be excluded.
Please see our Refund Policy for complete details.
What happens if my item arrives damaged?
Please contact us as soon as possible.
We may ask you to provide:
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Your order number
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Photographs of the damaged item
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Photographs of the packaging
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A photograph of the shipping label
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A brief description of what happened
Please keep the product and packaging until we've reviewed the issue.
If the item qualifies, we will determine an appropriate resolution, which may include correction, replacement, reshipment, or another remedy.
What if my personalized item has a mistake?
That depends on how the mistake occurred.
If the finished item does not match the personalization information you correctly submitted, please contact us so we can review and correct the issue.
If the product was made exactly according to information submitted with the order—for example, a name or date was entered incorrectly by the customer—the product is generally not eligible for replacement or refund.
Please carefully review personalization before ordering.
What if my package says delivered but I can't find it?
First, check:
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Around your porch, mailbox, garage, and other delivery areas
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With household members
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With neighbors when appropriate
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The shipping address on your order
Carriers occasionally update tracking shortly before a package is physically delivered, so allowing a short period of time may also help.
If you still cannot locate the package, contact the carrier and then contact us if additional assistance is needed.
What if my package is lost?
If tracking indicates that your shipment appears to have been lost in transit, contact us.
We may work with the shipping carrier or fulfillment provider to investigate.
If the shipment is confirmed lost, we'll determine an appropriate resolution.
Do you ship internationally?
International shipping availability may vary by product and fulfillment partner.
When international shipping is available, additional customs duties, taxes, import fees, or processing requirements may apply.
Available shipping options will generally be shown during checkout.
Why does my product look slightly different from the picture?
We make reasonable efforts to represent our products accurately.
However, slight differences can occur because of:
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Screen settings
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Lighting
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Materials
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Printing
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Engraving
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Manufacturing
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Handcrafting
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Personalization
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Natural product variations
These minor differences are normal and help make many personalized products unique.
Can I request something that isn't currently listed?
You're welcome to contact us.
Our available customization options depend on the product and production method, so we can't guarantee every special request.
For custom shadow boxes in particular, we may be able to incorporate details that help represent the individual being remembered.
Can I order a memorial for myself?
Absolutely.
Memorial keepsakes aren't only sympathy gifts.
Many customers choose remembrance pieces for themselves as a way to keep someone they love close, create a special place in their home or garden, or simply have something tangible connected to treasured memories.
There is no wrong reason to remember someone you love.
How do I choose the right memorial?
Start with the person or companion you're remembering.
Our Shop by Loss collections are organized to help you find meaningful memorials based on your relationship to the person or companion being honored.
You can also shop by the type of keepsake you're looking for, including wind chimes, jewelry, frames and plaques, garden memorials, candles and lanterns, and other remembrance gifts.
The right memorial is simply the one that feels meaningful to you.
How can I contact Heaven's Keepsakes Co?
We're happy to help with questions about our products or an existing order.
Heaven's Keepsakes Co
Email: hevaenskeepsakesco@gmail.com
If you're contacting us about an existing purchase, please include your order number so we can assist you as quickly as possible.
Still Have a Question?
Choosing something to honor someone you love isn't an ordinary purchase, and we understand that you may have questions before you're ready to order.
Please reach out.
We'll do our best to help you find a memorial that feels right.
Heaven's Keepsakes Co
Where love becomes a keepsake.