Last Updated: August 15, 2026
At Heaven's Keepsakes Co, we understand that memorial gifts often carry deep personal meaning. We want you to know what to expect after placing your order and will make every reasonable effort to ensure your purchase is processed and delivered safely.
This Shipping Policy explains our processing, fulfillment, shipping, tracking, and delivery practices.
Order Processing
Orders begin processing as soon as possible after they are received.
Processing time varies depending on the product, personalization requirements, and fulfillment location.
Personalized, custom-made, handcrafted, printed, engraved, or made-to-order products may require additional production time before they are ready to ship.
Processing time is separate from shipping time.
Any processing or delivery estimates displayed on a product page or during checkout are estimates unless expressly stated otherwise.
Personalized and Custom Memorial Products
Many Heaven's Keepsakes Co products are created specifically for each customer.
These products may require additional time for:
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Personalization
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Printing
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Engraving
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Custom design
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Handcrafting
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Production
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Quality review
Please carefully review all names, dates, photographs, messages, and other personalization information before submitting your order.
Once a personalized product has entered production, changes may not be possible.
Custom Shadow Boxes
Heaven's Keepsakes Co custom shadow boxes are part of our signature memorial collection and may require a longer processing period than other products because they are individually created and personalized.
Any estimated processing time provided on the applicable product page should be reviewed before ordering.
Processing time begins after we have received all photographs, personalization information, and other materials required to complete your memorial.
Delays in receiving required customer information may delay completion and shipment.
Fulfillment Partners
Heaven's Keepsakes Co works with select production, printing, personalization, dropshipping, and fulfillment partners to offer our memorial collection.
Depending on the product purchased, your order may be produced and shipped directly by one of these fulfillment partners.
This allows us to offer a broader selection of meaningful memorial products without maintaining every product in a single warehouse.
Multiple Shipments
If your order contains multiple products, those products may be produced or fulfilled at different locations.
As a result:
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Items may ship separately.
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Items may arrive on different dates.
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You may receive multiple tracking numbers.
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One item arriving before another does not necessarily mean part of your order is missing.
There is no need to be concerned if your entire order does not arrive in the same package.
Shipping Destinations
Available shipping destinations are determined by the products in your order, fulfillment provider availability, and shipping options available during checkout.
If we are unable to ship a particular product to your location, the applicable shipping option may be unavailable during checkout or we may contact you regarding your order.
Shipping Rates
Shipping charges, when applicable, are calculated or displayed during checkout.
Shipping costs may vary based on:
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Product
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Package size and weight
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Shipping destination
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Fulfillment location
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Shipping method
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Carrier rates
The shipping amount shown during checkout will apply to your order unless otherwise stated.
Estimated Delivery Times
Delivery estimates may vary by product, destination, fulfillment location, and carrier.
Estimated delivery dates are estimates and not guaranteed delivery dates unless expressly stated otherwise.
Delivery may occasionally be affected by circumstances outside our reasonable control, including:
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Carrier delays
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Severe weather
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Holidays
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High shipping volumes
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Transportation disruptions
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Customs processing
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Production delays
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Incorrect or incomplete addresses
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Other unforeseen circumstances
We appreciate your patience when carrier or transportation delays occur.
Tracking Information
When tracking is available, tracking information will generally be provided after your order ships.
Please allow time for the shipping carrier's system to update after a tracking number is created.
A tracking number may initially show limited information while the package is being transferred to or processed by the carrier.
If an order ships in multiple packages, you may receive more than one tracking number.
Address Accuracy
Customers are responsible for providing a complete and accurate shipping address when placing an order.
Before submitting your purchase, please carefully verify:
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Recipient name
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Street address
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Apartment, suite, or unit number
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City
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State or province
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Postal or ZIP code
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Country
If you discover an address error after placing your order, contact us immediately.
We will attempt to correct the address when possible, but we cannot guarantee changes after an order has entered production, fulfillment, or shipment.
Heaven's Keepsakes Co is not responsible for delivery problems caused by incorrect or incomplete shipping information provided by the customer.
Additional costs associated with reshipping an order due to an incorrect customer-provided address may be the customer's responsibility.
Packages Returned to Sender
Packages may be returned to the sender because of:
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An incorrect address
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An incomplete address
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An undeliverable location
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Failure to claim or accept the package
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Carrier delivery restrictions
If your package is returned, please contact us.
Depending on the circumstances and product involved, additional shipping or production charges may be required before the order can be sent again.
Personalized or custom products returned as undeliverable are not automatically eligible for a refund.
Packages Marked Delivered
If tracking shows that your package was delivered but you cannot locate it, please:
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Check around your home, porch, mailbox, garage, or other delivery areas.
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Ask household members whether they accepted the package.
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Check with nearby neighbors when appropriate.
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Verify the shipping address on your order.
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Allow a short period of time, as some carriers may update tracking shortly before final delivery.
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Contact the shipping carrier if the package still cannot be located.
If you are unable to locate the shipment after taking these steps, please contact Heaven's Keepsakes Co and we will make reasonable efforts to assist you.
A shipment being marked as delivered by the carrier does not automatically qualify the order for a refund or replacement.
Lost Packages
If tracking indicates that a shipment appears to have been lost in transit, please contact us.
We may work with the shipping carrier or fulfillment provider to investigate the shipment.
If the carrier or fulfillment provider confirms that the package was lost, we will determine the appropriate resolution, which may include replacement, reshipment, or another remedy as appropriate.
Damaged Packages
If your order arrives damaged, please contact us as soon as possible.
Please keep the item and its original packaging while we review the issue.
We may request:
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Photographs of the damaged product
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Photographs of the shipping box or packaging
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Photographs showing any visible package damage
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A photograph of the shipping label
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Your order number
These materials help us document the damage and work with our fulfillment or shipping partners.
Please review our Refund Policy for additional information regarding damaged, defective, or incorrect products.
Shipping Delays
We understand that customers are eager to receive memorial items, particularly when a gift is intended for a meaningful date, funeral, memorial service, Celebration of Life, holiday, or remembrance anniversary.
We strongly recommend ordering as early as possible when an item is needed for a specific date.
Unless we expressly guarantee delivery by a particular date, Heaven's Keepsakes Co cannot guarantee that an order will arrive in time for a particular event or occasion.
We are not responsible for carrier delays or other shipping circumstances outside our reasonable control.
International Orders
When international shipping is available, orders may be subject to customs processing, import requirements, duties, taxes, or other fees imposed by the destination country.
Unless otherwise stated during checkout, customers are responsible for applicable customs duties, import taxes, brokerage charges, or similar fees imposed by local authorities or carriers.
Customs processing may also extend delivery times.
Heaven's Keepsakes Co does not control customs processing times.
Changes or Cancellations After Shipment
Once an order has shipped, we generally cannot:
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Cancel the shipment
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Change the shipping address
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Change the shipping method
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Modify the products in the shipment
Please contact us immediately if you discover a problem, and we will assist when reasonably possible.
Separate Fulfillment Does Not Mean Separate Orders
Because Heaven's Keepsakes Co uses multiple production and fulfillment methods, packages may display different return addresses or fulfillment locations.
This is normal and does not mean that your order was placed with another company.
Your purchase remains an order placed through Heaven's Keepsakes Co, and customer-service questions regarding your order should be directed to us.
Returns
Please do not send products to an address shown on a shipping label unless Heaven's Keepsakes Co specifically instructs you to do so.
Some return addresses belong to shipping or fulfillment facilities and may not be authorized to receive customer returns.
Please review our Refund Policy before attempting to return any product.
Contact Us
If you have questions about shipping or need assistance with an order, please contact:
Heaven's Keepsakes Co
Email: hevaenskeepsakesco@gmail.com
When contacting us about an existing order, please include your order number so we can assist you as quickly as possible.