Help Center
We're here to help. Find quick answers below, or reach out any time.
Shipping & Delivery
Processing Time
Each keepsake is made to order. Processing takes [3–7] business days, including the preview you approve before we engrave.
Shipping Times
Standard shipping takes [7–15] business days. Express options are available at checkout.
International Shipping
We currently ship to the United States, United Kingdom, Australia, and Canada.
Order Tracking
You'll receive a tracking number by email as soon as your order ships.
Track My Order →Returns & Exchanges
100% Happiness Guarantee
Because each keepsake is personalized and made to order, we want you to love it. If anything arrives damaged or defective, we'll always make it right.
Return Policy
Because every piece is personalized, we accept returns only for damaged or defective items.
Exchange Policy
Noticed a typo in your personalization? Contact us within 12 hours of ordering and we'll do our best to fix it before production begins.
Damaged or Defective Items
If your keepsake arrives damaged, email us within 7 days with a photo and we'll send a free replacement.
How to Reach Us About an Order
- Email us at support@keepsakehaus.com
- Include your order number and a photo of the issue
- We'll reply within 24–48 hours with next steps
- For damaged or defective items, we'll arrange a free replacement
Need Help With Your Order?
Click the button below to email our support team. Please include your order number.
Contact SupportFrequently Asked Questions
How does personalization work?
Choose a design, then add the names, dates, and a short message you'd like engraved. We turn it into a finished design and send you a preview to approve before anything is made.
Will I see a preview before it's made?
Yes. We email you a digital proof to approve, so every name, date, and detail is exactly right before we engrave your keepsake.
How long until my keepsake arrives?
Each keepsake is made to order. Processing takes [3–7] business days after you approve your preview, plus shipping time. Final timelines are confirmed at checkout.
Can I return a personalized item?
Because each keepsake is custom-made just for you, we can only accept returns for damaged or defective items. That's exactly why we send a preview first.
What if my keepsake arrives damaged?
Contact us within 7 days with a photo and we'll send a free replacement right away — no extra charge.
Where do you ship?
We currently ship across the United States, United Kingdom, Australia, and Canada. You'll receive a tracking number once your order is on its way.
Contact Us
Business Hours
Monday – Friday
9:00 AM – 5:00 PM EST
Closed weekends & holidays
Where We Ship
US · UK · Australia · Canada
Personalized keepsakes, lit with love