We know that when you order a memorial keepsake, you're waiting for more than a package.
You may be waiting for something that carries the name or photograph of someone you deeply miss. You may be sending comfort to someone who is grieving. Or you may need a remembrance piece for an important date or occasion.
At Heaven's Keepsakes Co, we want the shipping and delivery process to be as clear and stress-free as possible.
Processing + Shipping = Your Total Delivery Time
There are two parts to the time it takes for your order to reach you:
1. Processing & Production Time
The time needed to prepare, personalize, create, or manufacture your item.
2. Shipping Time
The time your package spends traveling from the fulfillment location to the delivery address.
These timeframes are separate.
For example, if an item requires several business days for personalization and production, shipping time begins after production is complete.
Whenever available, estimated processing or delivery information will be displayed on the individual product page or during checkout.
Personalized Memorials May Take Longer
Many Heaven's Keepsakes Co products are personalized or made-to-order.
Depending on the product, your memorial may require:
-
Photo preparation
-
Personalization
-
Printing
-
Engraving
-
Custom design
-
Production
-
Handcrafting
-
Quality review
This means personalized products may take longer to prepare than standard, ready-to-ship merchandise.
We believe a memorial carrying someone's name, photograph, or story deserves to be created with care.
Custom Shadow Box Processing
Our signature custom memorial shadow boxes require additional creation time because each piece is individually designed and created around your photographs and personalization.
Processing cannot begin until we have received all information and photographs required to create your memorial.
The estimated processing timeframe for a custom shadow box will be provided on the applicable product page.
If additional information is needed from you, production may be paused until we receive it.
Where Do Your Products Ship From?
Heaven's Keepsakes Co offers memorials created through several different production methods.
Some pieces may be created directly by us, while others are produced and shipped through carefully selected printing, personalization, manufacturing, or fulfillment partners.
Because of this, your package may ship from different locations depending on the product you purchase.
Regardless of where your memorial is produced, your order was placed with Heaven's Keepsakes Co, and we're the company you should contact if you need assistance.
Multiple Items May Arrive Separately
If you order more than one item, don't worry if everything doesn't arrive in the same box.
Products may be produced at different locations and may therefore:
-
Ship separately
-
Have separate tracking numbers
-
Arrive on different days
-
Use different shipping carriers
Receiving one package does not necessarily mean the remainder of your order is missing.
Please review all tracking information associated with your order.
Tracking Your Order
When tracking is available, you'll generally receive tracking information after your order ships.
Please allow some time for the carrier's tracking system to update.
It's normal for a newly created tracking number to initially show little or no movement while the package is being processed or transferred to the carrier.
If your order ships in multiple packages, you may receive more than one tracking number.
Estimated Delivery Dates
Delivery dates displayed on our website, product pages, checkout, order confirmations, or carrier tracking systems are generally estimates rather than guaranteed arrival dates, unless a delivery guarantee is specifically stated.
Delivery can occasionally be affected by circumstances outside our reasonable control, including:
-
Severe weather
-
Carrier delays
-
Holidays
-
High shipping volume
-
Transportation disruptions
-
Customs processing
-
Production delays
-
Incorrect addresses
-
Other unexpected events
We'll always make reasonable efforts to help when there's a problem with an order, but we cannot guarantee carrier delivery dates that are outside our control.
Ordering for a Funeral or Celebration of Life
If you need a memorial product for a funeral, Celebration of Life, memorial service, birthday, anniversary, holiday, or another specific date, please order as early as possible.
We understand how important these occasions can be.
However, unless guaranteed delivery is specifically offered for your order, we cannot promise that an item will arrive by a particular event date.
When timing is especially important, please consider both the item's production time and shipping time before ordering.
Sending a Memorial Gift Directly to Someone
Yes—you can have a memorial or sympathy gift shipped directly to the person you'd like to receive it.
Simply enter the recipient's address as the shipping address during checkout.
Please carefully verify their address before submitting the order.
If a product offers gift-message options, those options will appear on the product page or during the ordering process.
Shipping Address Changes
Please double-check your shipping address before completing checkout.
Make sure you've included:
-
Correct recipient name
-
Street address
-
Apartment, suite, or unit number when applicable
-
City
-
State or province
-
ZIP or postal code
-
Country
If you notice an error after ordering, contact us immediately.
If fulfillment hasn't begun, we may be able to correct the address.
However, we cannot guarantee address changes after an order has entered production, fulfillment, or shipment.
Incorrect or Incomplete Addresses
Customers are responsible for providing accurate shipping information.
If a package is delayed, returned, misdelivered, or lost because the shipping address provided with the order was incorrect or incomplete, Heaven's Keepsakes Co cannot guarantee free replacement or reshipment.
If a package is returned and can be sent again, additional shipping or production charges may apply.
My Tracking Says Delivered, But I Don't Have My Package
We know how concerning that can be.
If tracking shows your package was delivered but you can't find it, please first:
-
Check your porch, mailbox, garage, side doors, and other possible delivery locations.
-
Ask other members of your household.
-
Check with nearby neighbors when appropriate.
-
Verify the shipping address on your order.
-
Allow a short period of time in case the carrier updated tracking shortly before completing delivery.
-
Contact the shipping carrier for additional delivery information.
If you still can't locate your package, contact us and we'll make reasonable efforts to assist you.
What Happens If My Package Is Lost?
If tracking indicates that your package appears to have been lost while in transit, please contact us.
We may work with the carrier or fulfillment provider to investigate.
If the shipment is confirmed lost, we'll determine an appropriate resolution based on the circumstances.
What If My Order Arrives Damaged?
Please contact us as soon as possible if your memorial arrives damaged.
Don't discard the item or packaging while we're reviewing the issue.
We may ask for:
-
Your order number
-
Photographs of the damaged item
-
Photographs of the packaging
-
Photographs showing visible package damage
-
A photograph of the shipping label
These photographs allow us to document what happened and work with the appropriate shipping or fulfillment provider.
Eligible damaged, defective, or incorrect products will be handled according to our Refund Policy.
International Delivery
International shipping availability may vary depending on the product and fulfillment location.
When international delivery is available, your shipment may be subject to:
-
Customs processing
-
Import duties
-
Taxes
-
Brokerage charges
-
Other fees imposed by the destination country
Unless otherwise stated during checkout, these charges are the responsibility of the recipient.
Customs processing can also cause additional delivery delays that are outside our control.
Returns Should Not Be Sent to the Shipping Address
Please do not send an item back to the address printed on your package unless Heaven's Keepsakes Co specifically instructs you to do so.
Because some products ship directly from production and fulfillment partners, the address shown on your package may not be authorized to receive customer returns.
Please review our Refund Policy and contact us before attempting to return an item.
We're Here If Something Goes Wrong
We know the products we sell can carry enormous emotional meaning.
If something doesn't look right with your shipment, you don't have to figure it out alone.
Contact us and we'll do our best to determine what happened and what steps are available.
Heaven's Keepsakes Co
Email: hevaenskeepsakesco@gmail.com
When contacting us about an existing purchase, please include your order number and any relevant tracking information so we can assist you as quickly as possible.
Heaven's Keepsakes Co
Where love becomes a keepsake.