Questions about a memorial keepsake can be practical, personal, or both. Use the contact form on this page for help before ordering, while an item is being personalized, or after delivery.

What is the fastest way to get useful order help? Send one complete message with your order number, the product name, the email used at checkout, and a concise description of the question or problem. Attach clear photographs when the issue concerns an item that arrived damaged, incorrect, or different from the submitted personalization.

Eleven revised pages

Contents

1. About Us

2. Accessibility

3. Contact

4. FAQs

5. Privacy Policy

6. Refund Policy

7. Returns and Order Resolutions

8. Shipping and Delivery

9. Size Guide

10. Terms of Service

11. Track Order

Each section contains SEO publishing fields, final page copy, and a separate quality-verification page. Client-specific facts are intentionally reserved for final verification and website configuration.

Publication-ready website content

SEO PUBLISHING FIELDS — NOT PAGE COPY

FINAL PAGE COPY

Keepsakes Made for a Bond That Stays With You

The relationship you share with a pet does not end when their life does. Pure Keepsake creates personalized pet memorials that give photographs, names, dates, and meaningful words a lasting place in your home or close to you.

What does Pure Keepsake create? Personalized memorial pieces for people who want to remember a beloved dog, cat, horse, bird, rabbit, or other companion in a way that feels individual and enduring.

Our Purpose

Grief is personal, and remembrance should be personal too. Our purpose is to make it easier to turn a cherished image or memory into a tribute that reflects the companion behind it—not simply the fact that they are gone.

A Memorial as Individual as Your Pet

A pet is remembered through small, specific details: an expression, a nickname, a familiar pose, a date that matters, or words only your family would understand. Personalization allows those details to become part of the memorial rather than an afterthought.

Depending on the product, a keepsake may feature a pet photograph, name, memorial dates, a short message, or another available design detail. The options shown on each product page explain what can be included before you order.

What You Can Create

·       Pet urns designed to provide a dignified resting place for cremated remains.

·       Cremation jewelry made to hold a small symbolic portion of ashes or fur.

·       Memorial stones and plaques for a garden, shelf, mantel, or remembrance space.

·       Portrait and photo keepsakes that preserve a recognizable image of your companion.

·       Personalized remembrance gifts for a friend or family member grieving a pet.

How Personalization Works

1. Choose the memorial piece that best suits how and where you want to remember your pet.

2. Review the product description, dimensions, available personalization, and image guidance.

3. Submit the clearest photograph and the exact wording you want included.

4. Review every spelling, date, size, and design choice before completing your order.

5. Follow the order updates provided as your personalized piece moves toward dispatch.

Care, Clarity, and Respect

We recognize that people often visit Pure Keepsake during an emotional time. Product information should therefore be clear, personalization instructions should be easy to follow, and support should be straightforward when a customer needs help.

Photographs and memorial details supplied for an order are personal. They should be handled only for order creation, fulfillment, and related customer support, unless separate permission is given for another use.

Find the Tribute That Feels Right

There is no single correct way to remember a pet. Explore the collection, compare the available formats, and choose the keepsake that best reflects the place your companion continues to hold in your life.

Publication-ready website content

SEO PUBLISHING FIELDS — NOT PAGE COPY

FINAL PAGE COPY

Accessibility at Pure Keepsake

Pure Keepsake is committed to making its website and customer experience usable by as many people as possible, including visitors who use assistive technologies or require an alternative way to access information or place an order.

Need accessibility assistance? Use the Contact page to describe the page, feature, or task that is causing difficulty. We will review the barrier and provide the information or support in another reasonable format where possible.

Our Accessibility Priorities

Accessibility is an ongoing part of website maintenance. Our priorities include:

·       Clear headings and page structure that support scanning and assistive technology.

·       Readable typography, understandable language, and sufficient visual contrast.

·       Meaningful alternative text for product and informational images.

·       Form labels, instructions, and error messages that explain what action is required.

·       Keyboard access for core navigation and shopping tasks.

·       Layouts that remain usable across common screen sizes and zoom levels.

·       Links and buttons whose purpose can be understood from their wording and context.

Third-Party Features

Some website functions may be provided by third-party services, such as payment, personalization, reviews, chat, or order tracking. These tools can introduce accessibility limitations outside the direct control of Pure Keepsake. Report any difficulty so the affected task can be reviewed and an alternative route can be offered where possible.

Reporting an Accessibility Barrier

When contacting us, include the page address, the feature you were trying to use, the device or assistive technology involved if relevant, and a brief description of what happened. Do not include payment-card details or other sensitive financial information.

Alternative Assistance

Where a website barrier prevents access to product information or order support, we will aim to provide the same information through an alternative method that is practical and appropriate for the request.

Continuous Improvement

Accessibility requirements change as websites, devices, and customer needs evolve. We review reported barriers and use that feedback to prioritize improvements to content, navigation, forms, and third-party integrations.

Publication-ready website content

SEO PUBLISHING FIELDS — NOT PAGE COPY

FINAL PAGE COPY

Contact Pure Keepsake

Questions about a memorial keepsake can be practical, personal, or both. Use the contact form on this page for help before ordering, while an item is being personalized, or after delivery.

What is the fastest way to get useful order help? Send one complete message with your order number, the product name, the email used at checkout, and a concise description of the question or problem. Attach clear photographs when the issue concerns an item that arrived damaged, incorrect, or different from the submitted personalization.

Choose the Right Type of Help

Before Sending a Photograph

Do not send payment-card details, account passwords, identity documents, or unrelated personal information. Send only the pet photograph and order information needed to answer the request.

Helpful Customer-Care Pages

·       Frequently Asked Questions for personalization, photographs, sizing, production, and order changes.

·       Size Guide for urn capacity, jewelry sizing, and memorial display formats.

·       Shipping and Delivery for production, dispatch, tracking, customs, and address guidance.

·       Track Order for carrier updates after dispatch.

·       Returns and Resolutions for damaged, defective, incorrect, or unsuitable orders.

·       Refund Policy for refund eligibility and payment processing.

Contact Form

Complete the form on this page with your name, email address, relevant order information, and message. A member of the support team can then respond through the contact details submitted with the request.

Publication-ready website content

SEO PUBLISHING FIELDS — NOT PAGE COPY

FINAL PAGE COPY

Pet Memorial Keepsake FAQs

These answers explain how personalized pet memorial orders generally work at Pure Keepsake. Product-specific options, measurements, inclusions, and timing shown on the relevant product page take priority when they differ from this guide.

Choosing and Personalizing a Keepsake

How do I personalize a pet memorial keepsake?

Choose a product, review its available options, upload the requested photograph where applicable, and enter names, dates, or wording exactly as you want them to appear. Check every detail before placing the order.

Which animals can be featured?

A clear photograph can usually be used for many companion animals, including dogs, cats, horses, rabbits, and birds. Product design limits may vary, so contact the team when the subject or image is unusual.

Can a keepsake include more than one pet?

Some designs can accommodate multiple pets, while others are composed for a single subject. Use a multi-pet option when it is shown on the product page or ask for guidance before ordering.

Can I add a name, date, or memorial message?

Available wording and character limits depend on the design. Enter the text carefully and keep it within the options shown for the product.

Photographs and Design

What type of pet photograph works best?

Use the original, highest-resolution image available. The pet should be in focus, well lit, and not hidden by heavy shadows, filters, objects, or another animal.

Can the background be removed from my photograph?

Background treatment depends on the product and design process. A simple, uncluttered image gives the clearest starting point. Contact support before ordering when background removal is essential.

What happens if my photograph is unsuitable?

The team may request another image or explain the likely limitations. Submitting more than one clear option can help when the original photograph is old, cropped, dark, or low resolution.

Will I receive a design proof?

Proof availability depends on the product. The product description should state whether approval is included. When a proof is provided, review spelling, dates, image placement, and design details carefully before approving it.

Can I request design changes?

Changes may be possible before production begins or during an included proof stage. Once a personalized item has entered production, edits may no longer be possible.

Sizing and Product Use

How do I choose the right pet urn size?

Start with the pet’s healthy body weight and compare the estimated capacity with the internal capacity stated for the urn. When the calculation sits close to a size limit, choose the larger capacity.

Does cremation jewelry hold all of a pet’s ashes?

No. Cremation jewelry is intended for a small symbolic amount of ashes or fur. A full-size urn or another suitable container is needed for the remaining cremated remains.

How do I compare memorial stone, plaque, and portrait sizes?

Use the exact dimensions on each product page and measure the intended shelf, wall, desk, mantel, or garden space before ordering.

Orders, Shipping, and Support

How long does a personalized order take?

The total time includes personalization or production before dispatch and carrier transit after dispatch. Review the timing shown for the product and delivery method before placing a time-sensitive order.

Can I change or cancel an order?

Contact support immediately. A change or cancellation may be possible only before production begins. Personalized items cannot usually be altered once work has started.

Where can Pure Keepsake deliver?

Available destinations and delivery services are shown during checkout. International orders may be subject to customs charges, taxes, or local import requirements.

When will I receive tracking information?

Tracking becomes available after the parcel is dispatched and the carrier accepts the shipment. Use the dispatch message and Track Order page for updates.

What should I do if my item arrives damaged or incorrect?

Keep the item and packaging, take clear photographs, and contact support promptly with the order number and a description of the issue. Do not return an item without instructions.

Can I send a Pure Keepsake product as a memorial gift?

Yes, a personalized memorial can be sent as a remembrance gift when the chosen design and delivery timing suit the recipient. Check the personalization carefully and consider whether the recipient would prefer a portrait, plaque, jewelry piece, stone, or urn-related item.

How are uploaded pet photographs used?

Photographs and memorial details are used to create and support the order. Any unrelated public or promotional use should require separate permission.

Still Need Help?

Use the Contact page and include the product name or order number so the team can respond with the most relevant information.

Publication-ready website content

SEO PUBLISHING FIELDS — NOT PAGE COPY

FINAL PAGE COPY

Privacy Policy

This Privacy Policy explains how Pure Keepsake collects, uses, shares, and protects personal information when you browse the website, contact the team, create an account, submit personalization content, or place an order.

How are pet photographs and memorial details used? They are used to create, fulfill, and support the personalized order. Any unrelated public, advertising, or promotional use requires separate permission.

Information You Provide

Information may be collected when you place an order, create an account, submit a contact form, request support, join a mailing list, or upload content for personalization. This may include:

·       Name, email address, telephone number, billing information, and delivery address.

·       Order details, product selections, personalization text, gift information, and customer-service messages.

·       Pet photographs, artwork, names, dates, and other files or wording submitted for a personalized product.

·       Account credentials and preferences when customer accounts are available.

·       Marketing preferences and any consent provided for optional communications or content use.

Information Collected Automatically

When you use the website, technical information may be collected through cookies and similar technologies. This can include device type, browser, internet protocol address, approximate location, referral source, pages viewed, interactions, cart activity, and diagnostic information.

How Information Is Used

·       To process payment, personalize products, fulfill orders, and provide delivery updates.

·       To respond to enquiries, resolve order problems, and maintain customer-service records.

·       To operate, secure, troubleshoot, and improve the website and shopping experience.

·       To detect fraud, misuse, technical problems, or activity that may threaten customers or the business.

·       To meet accounting, tax, legal, regulatory, and record-keeping obligations.

·       To send marketing messages where consent or another lawful basis permits, with an option to unsubscribe.

Pet Photographs and Personalization Files

Uploaded photographs and memorial details may be accessed by service providers involved in personalization, production, storage, customer support, or fulfillment. Access should be limited to what is reasonably necessary to provide the order and related support.

These materials are not intended for unrelated public display or promotional use without separate permission. Requests concerning deletion or continued storage can be made through the Contact page, subject to legal, fraud-prevention, production, and record-retention requirements.

Service Providers and Information Sharing

Information may be shared with providers that support website hosting, ecommerce operations, payment processing, personalization, production, delivery, analytics, marketing, security, and customer service. These providers receive information only for the services they perform and are expected to handle it under appropriate contractual and legal safeguards.

Information may also be disclosed when required by law, to protect legal rights or safety, in connection with a business transaction, or with the customer’s direction or consent.

Cookies and Similar Technologies

Cookies may be used to operate the cart and checkout, remember preferences, maintain security, measure website use, improve performance, and support advertising or marketing where permitted. Available cookie controls depend on the visitor’s location, browser settings, and the consent tools implemented on the website.

Payment Information

Payment transactions are processed through authorized payment providers. Pure Keepsake should not receive or store complete payment-card details unless the published checkout system explicitly states otherwise.

Data Retention

Personal information is retained only for as long as reasonably needed for orders, customer support, legal obligations, dispute resolution, fraud prevention, and legitimate business records. Retention periods may differ by data type and legal requirement.

Security

Reasonable administrative, technical, and organizational measures are used to protect personal information. No website, transmission method, or storage system can be guaranteed completely secure, so customers should use strong account credentials and avoid sending unnecessary sensitive information.

International Processing

Website, payment, production, support, or delivery providers may process information in countries other than the customer’s own. Where required, appropriate safeguards should be used for international transfers.

Your Privacy Choices and Rights

Depending on applicable law, you may have rights to request access, correction, deletion, restriction, portability, or information about how personal data is used. You may also object to certain processing or withdraw consent where processing relies on consent. Requests can be submitted through the Contact page and may require identity verification.

Marketing Choices

Marketing emails can be stopped by using the unsubscribe option in the message or by contacting Pure Keepsake. Transactional messages about orders, security, or customer-service requests may still be sent when necessary.

Children’s Privacy

The website and products are not directed to children who are not legally able to enter an online purchase agreement. If personal information is believed to have been submitted by a child without appropriate authorization, contact Pure Keepsake so the matter can be reviewed.

Changes to This Policy

This policy may be updated when website features, service providers, legal requirements, or business practices change. The version published on the website will apply from its stated effective date.

Contacting Pure Keepsake About Privacy

Submit privacy questions or rights requests through the Contact page. Include enough information to identify the relevant account, order, or interaction, but do not send payment-card details or account passwords.

Publication-ready website content

SEO PUBLISHING FIELDS — NOT PAGE COPY

FINAL PAGE COPY

Refund Policy for Personalized Orders

Pure Keepsake products are personalized using customer-submitted photographs, wording, sizes, and design choices. This policy explains when a refund may be available and when another resolution may be more appropriate.

Can a personalized keepsake be refunded? A refund may be considered when the delivered item is damaged, defective, materially different from the confirmed order, or personalized incorrectly because of a production error. Change-of-mind requests and customer-submitted errors are usually not refundable after production begins.

Orders That May Qualify for a Resolution

·       The item arrived damaged.

·       The item has a verified manufacturing defect.

·       The product received is not the product ordered.

·       The completed personalization does not match the information or approved design supplied for the order.

·       The order cannot be fulfilled and Pure Keepsake cancels it before delivery.

·       Applicable consumer law requires a refund or another remedy.

Orders That Are Usually Not Refundable

·       A customer changes their mind after production has started.

·       A name, date, message, photograph, address, size, or other detail was submitted incorrectly by the customer.

·       A customer approved a design proof containing the detail later disputed.

·       Normal differences occur between a digital screen and the physical appearance of color, material, texture, grain, engraving, or printing.

·       The item is used, altered, damaged after delivery, or returned without authorization.

·       Delivery is delayed by a carrier, customs authority, weather event, incorrect address, or another circumstance outside the seller’s reasonable control, unless applicable law provides otherwise.

Cancellations and Order Changes

Contact support immediately after ordering when a change or cancellation is needed. A request can be accepted only while the order can still be stopped or edited. Personalized production may begin quickly, and cancellation is not guaranteed after work starts.

How to Request a Refund Review

1. Use the Contact page and select the order-problem or refund topic.

2. Provide the order number, checkout email, product name, and a clear description of the issue.

3. Attach photographs of the item, personalization, packaging, and shipping damage where relevant.

4. Keep the product and packaging until instructions are provided.

5. Do not send an item back without return authorization and the correct return directions.

Available Resolutions

After reviewing the order and evidence, the appropriate resolution may be a correction, remake, replacement, store credit, partial refund, full refund, or another remedy required by applicable law. The available option depends on the product, issue, production status, and legal obligations.

Refund Method and Processing

Approved refunds are initiated to the original payment method unless another lawful arrangement is agreed. Financial institutions and payment providers control how long the credit takes to appear after it is issued.

Shipping Costs

Whether original or return shipping costs are refundable depends on the reason for the request, the resolution provided, and applicable law. Instructions supplied during the review will explain any approved shipping arrangement.

Consumer Rights

Nothing in this policy limits rights or remedies that cannot legally be excluded. Where mandatory consumer law provides greater protection, that law takes priority.

Questions About a Refund

Review the Returns and Resolutions page for practical next steps, then use the Contact page with the relevant order information.

Publication-ready website content

SEO PUBLISHING FIELDS — NOT PAGE COPY

FINAL PAGE COPY

Returns and Order Resolutions

A personalized memorial cannot be handled like an ordinary stock item. This page helps you identify the right next step when an order is damaged, incorrect, defective, delayed, or no longer suitable.

Should I mail the item back immediately? No. Keep the item and all packaging, take clear photographs, and contact Pure Keepsake first. A return may be unnecessary when a correction, replacement, or other resolution can be arranged without sending the item back.

Choose the Situation That Matches Your Order

How to Request a Resolution

1. Keep the keepsake, packaging, labels, and order confirmation.

2. Take clear photographs in good lighting, including the full item and any close-up evidence.

3. Use the Contact page and include the order number, checkout email, product name, and requested help.

4. Wait for return, replacement, or evidence instructions before posting the item.

5. Use the authorized return method when a physical return is required.

Personalized Items and Change-of-Mind Returns

Products made with a specific pet photograph, name, date, message, size, or design choice cannot usually be resold. For that reason, change-of-mind returns are generally unavailable after production begins. Review all selections carefully before completing checkout and before approving any design proof.

When a Return Is Required

If support authorizes a return, follow the supplied packaging, address, carrier, deadline, and tracking instructions. An unauthorized return may be delayed, rejected, or sent to a location that cannot process it.

Refunds, Replacements, and Corrections

The appropriate resolution depends on the problem and the verified order record. Review the Refund Policy for formal eligibility and payment information. A correction or replacement may be more suitable than a refund for some personalized orders.

Delivery Problems Are Handled Separately

A carrier delay, customs hold, missing scan, incorrect address, or parcel marked delivered may require a shipping investigation rather than a product return. Use the Track Order and Shipping and Delivery pages for those situations.

Publication-ready website content

SEO PUBLISHING FIELDS — NOT PAGE COPY

FINAL PAGE COPY

Shipping and Delivery for Personalized Keepsakes

Personalized products require time before they can be dispatched. Your complete delivery timeline therefore includes both the time needed to prepare the keepsake and the time the carrier needs to transport it.

How is the estimated delivery time calculated? Total delivery time equals the product’s personalization or production time plus carrier transit time. Customs, peak demand, severe weather, address problems, and local delivery conditions can extend that estimate.

Before You Order

Review the product description and delivery information before placing an order needed for a memorial date, anniversary, service, birthday, or gift. When timing is critical and the available information is unclear, contact support before ordering rather than relying on a carrier estimate alone.

The Order Journey

1. Order received: payment and personalization details are recorded.

2. Personalization review: submitted text, photograph, options, and order information are checked where required.

3. Production: the selected memorial piece is prepared according to the product process.

4. Packing and dispatch: the completed item is prepared for the available delivery service.

5. Carrier tracking: tracking begins after the parcel is accepted and scanned by the carrier.

6. Delivery: the final handover is completed by the carrier or local delivery partner.

Production Time and Transit Time Are Different

A shipping service described as express or expedited normally applies to carrier transit after dispatch; it does not automatically shorten personalization or production. Compare both parts of the timeline before choosing a delivery method.

Delivery Destinations

The destinations and shipping services available for a specific order are shown during checkout. Availability can depend on the product, production location, destination country, carrier restrictions, and local delivery network.

Tracking Your Order

Tracking information is issued after dispatch when a trackable service is used. A newly created tracking number may not show movement until the carrier completes its first scan. Use the Track Order page and the carrier’s latest status as the primary delivery reference.

Customs, Duties, and Import Charges

International deliveries may be reviewed by customs and may attract duties, taxes, brokerage, or handling charges. These charges are determined by the destination authorities and delivery providers, not by the estimated product or carrier timeline. Customers should review local import requirements before ordering.

Check the Delivery Address Carefully

Enter the recipient name, street information, unit number, city, region, postal code, country, and contact details accurately. Contact support immediately if an address change is needed. A change may not be possible after production or dispatch, and carriers may charge for correction or redirection.

Delayed, Missing, or Marked-Delivered Parcels

1. Review the latest carrier scan and delivery estimate.

2. Check the property, safe-place location, reception desk, household members, and nearby delivery points.

3. Confirm that the address on the order is correct.

4. Follow any carrier instructions for customs, collection, access, or delivery attempts.

5. Contact Pure Keepsake with the order and tracking details when the status remains unresolved.

Split Shipments

Items in the same order may occasionally be produced or dispatched separately. When that occurs, more than one parcel or tracking number may be provided. The order record should be checked before reporting an item as missing.

Questions About Delivery

Use the Contact page for a time-sensitive pre-purchase question or an unresolved shipment. Include the order number and tracking number when available.

Publication-ready website content

SEO PUBLISHING FIELDS — NOT PAGE COPY

FINAL PAGE COPY

Pet Urn and Memorial Keepsake Size Guide

The right size depends on what the keepsake is designed to hold, where it will be displayed or worn, and the exact internal or external dimensions of the selected product. Use this guide as a starting point, then compare the result with the specifications on the product page.

How much urn capacity is usually needed? A commonly used estimate is at least 1 cubic inch of internal urn capacity for each pound of the pet’s healthy body weight. Because cremation volume can vary, choosing some additional capacity is safer than selecting a size at the exact minimum.

Estimate Full-Urn Capacity

Use the pet’s healthy adult weight rather than a temporary weight recorded during illness. Multiply body weight in pounds by 1 cubic inch, then choose an urn whose stated internal capacity meets or exceeds that figure. One cubic inch is approximately 16.4 milliliters.

Why Sizing Up Is Usually Safer

The final volume of cremated remains can vary with body composition, bone density, cremation method, processing, and the container used by the crematory. An urn with some unused space remains functional; an urn that is too small may not hold the intended amount.

Cremation Jewelry

Does cremation jewelry replace a full urn? No. A memorial pendant or similar piece is designed for a very small symbolic amount of ashes, fur, or another permitted remembrance material. Most cremated remains will require a separate urn or container.

Check the pendant dimensions, chain length, closure type, filling method, included accessories, and care instructions on the specific product page. Do not assume every jewelry design has the same capacity or filling kit.

Memorial Stones and Plaques

For a shelf, mantel, or desk, compare the width, height, depth, and stand or mounting method with the available space. For a garden or outdoor remembrance area, also review material suitability, weather exposure, installation method, and care instructions.

Portraits and Photo Keepsakes

Larger formats can show more detail and are often better for multiple pets, full-body photographs, or images with meaningful surroundings. Smaller formats can suit desks, shelves, bedside tables, and gifting. Measure the intended display area and compare it with the finished dimensions before ordering.

More Than One Pet or Shared Remains

When an urn is intended for more than one pet, calculate the combined healthy body weight and select a capacity above the combined minimum. Confirm that the product is structurally and practically suitable for that purpose before ordering.

Before Choosing a Size

·       Use healthy adult weight where possible.

·       Check internal capacity for urns and external dimensions for display pieces.

·       Measure the intended display, wall, garden, or wearing position.

·       Review product-specific material, closure, mounting, and care details.

·       Choose the larger option when the calculated need is close to a capacity limit.

·       Contact support before ordering when weight, capacity, or intended use is uncertain.

Publication-ready website content

SEO PUBLISHING FIELDS — NOT PAGE COPY

FINAL PAGE COPY

Terms of Service

These Terms govern access to the Pure Keepsake website and the purchase of personalized pet memorial products. By using the website or placing an order, you agree to these Terms and the policies referenced within them.

What is the customer responsible for when ordering a personalized product? The customer must provide accurate contact, delivery, photograph, wording, size, and customization information; confirm they have permission to use submitted content; and review all order details and any design proof before approval.

Using the Website

You may use the website for lawful personal shopping, product research, account management, and customer support. You must not interfere with website operation, attempt unauthorized access, misuse forms or accounts, introduce harmful code, scrape protected content unlawfully, or use the website to violate another person’s rights.

Eligibility

You must be legally able to enter a purchase agreement in your location or use the website with the authorization of a parent, guardian, or other person who can lawfully accept these Terms on your behalf.

Product Information

Pure Keepsake aims to describe products, materials, measurements, colors, personalization options, and delivery information accurately. Screen settings, photography, natural materials, manufacturing processes, and handmade or customized elements may cause reasonable differences in appearance. Product availability and specifications may change.

Personalized Products

Personalized products are created from the options and content submitted with the order. You are responsible for checking names, dates, messages, sizes, images, addresses, and other selected details. Production may begin after the order or any required proof is confirmed.

Photographs, Artwork, and Submitted Content

You retain the rights you hold in content submitted for an order. By submitting it, you grant Pure Keepsake and necessary service providers permission to use, reproduce, adapt, crop, format, transmit, store, and process that content only as reasonably required to create, fulfill, deliver, and support the order, comply with law, or resolve a dispute.

You confirm that you own the submitted content or have sufficient permission to use it for the requested product. You must not submit content that is unlawful, infringing, abusive, deceptive, or harmful.

Design Proofs and Approval

When a product includes a design proof, approval confirms that the displayed spelling, dates, image selection, layout, and visible personalization are accepted for production. Requests made after approval may be refused or may require additional cost if production can still be changed.

Orders and Contract Acceptance

Submitting an order is an offer to purchase. An automated acknowledgement confirms receipt but does not necessarily mean the order has been accepted. An order may be refused or cancelled for payment problems, suspected fraud, unavailable materials, technical or pricing errors, prohibited content, delivery restrictions, or another legitimate reason. Any payment taken for an order cancelled by Pure Keepsake will be handled according to the applicable refund process.

Prices, Taxes, and Payment

Prices, currencies, discounts, delivery charges, and taxes shown during checkout apply to the transaction unless an obvious error must be corrected. Payment authorization must be completed through the available payment provider. Customers are responsible for taxes, duties, or import charges assigned by destination authorities unless checkout clearly states otherwise.

Changes and Cancellations

Contact support immediately when an order change or cancellation is needed. Requests are not guaranteed after personalization or production begins. The Refund Policy explains how approved cancellations and other refunds are handled.

Shipping and Delivery

Production and delivery estimates are not guarantees. Carrier delays, customs, weather, demand, address problems, local restrictions, and events outside reasonable control may affect delivery. The customer is responsible for providing a complete and accurate delivery address and following carrier or customs instructions.

Returns, Defects, and Refunds

Personalized items are generally not returnable for change of mind after production begins. Damaged, defective, incorrect, or materially non-conforming items are handled under the Returns and Resolutions page, Refund Policy, and mandatory consumer law.

Website and Brand Intellectual Property

Unless otherwise stated, website text, branding, logos, product photography, graphics, layouts, and original designs are owned by or licensed to Pure Keepsake and are protected by applicable intellectual-property law. No ownership right is transferred through website access or product purchase.

Third-Party Services and Links

The website may rely on or link to third-party payment, review, personalization, tracking, social, or delivery services. Their services may be governed by separate terms and privacy practices. Pure Keepsake is not responsible for third-party content or systems beyond the extent required by applicable law.

Disclaimer and Liability

The website and products are provided subject to the guarantees and rights that cannot legally be excluded. To the extent permitted by law, Pure Keepsake is not responsible for indirect or consequential loss arising from website interruption, customer-submitted errors, unauthorized account use, carrier events, or use of a product contrary to its instructions. Nothing in these Terms excludes liability that cannot lawfully be excluded.

Changes to These Terms

The published Terms may be updated when products, website features, providers, policies, or legal requirements change. Changes apply from the effective date stated in the published version and do not remove rights already established under applicable law.

Contact

Questions about these Terms can be submitted through the Contact page. Order-related messages should include the relevant order number and checkout email.

Publication-ready website content

SEO PUBLISHING FIELDS — NOT PAGE COPY

FINAL PAGE COPY

Track Your Pure Keepsake Order

Use the tracking tool on this page with the tracking number provided after dispatch. Personalized orders do not normally receive carrier tracking while they are still being prepared.

Why is there no tracking update yet? Tracking begins only after the parcel is dispatched and scanned by the carrier. A new number may appear before the first physical scan, and movement between facilities may not be shown in real time.

How to Track a Shipment

1. Find the dispatch message linked to the email used at checkout.

2. Copy the tracking number exactly as shown.

3. Enter it into the tracking tool on this page or use the carrier link in the dispatch message.

4. Review the latest carrier scan, estimated delivery information, and any action required.

5. Contact support with the order and tracking details when the status remains unresolved.

Understanding the Order Journey

Tracking Number Not Recognized

Check for typing errors and allow time for the carrier’s first scan. Confirm that the correct carrier link is being used. If the number remains invalid after the carrier has had a reasonable opportunity to accept the parcel, contact support with the order number and dispatch message.

Tracking Has Stopped Updating

Gaps can occur while a parcel travels between facilities, crosses a border, waits for customs, or transfers to a local delivery partner. Review the estimated delivery information and any customs or collection notice before requesting an investigation.

Tracking Says Delivered but the Parcel Is Missing

1. Check the delivery address on the order.

2. Look around entrances, safe places, reception areas, mailrooms, parcel lockers, and collection points.

3. Ask household members, neighbors, building staff, or the intended recipient.

4. Review any delivery photograph, signature, map, or note provided by the carrier.

5. Contact the carrier when its process requires the recipient to report the missing delivery.

6. Contact Pure Keepsake with the order number, tracking number, and steps already completed.

Incorrect Delivery Address

Contact support and the carrier immediately. An address change or redirection may not be possible after dispatch and may involve additional cost. Delivery to an address entered incorrectly at checkout may require a separate investigation or replacement decision.

Need More Help?

Review Shipping and Delivery for customs, delays, split shipments, and address guidance. For an unresolved case, use the Contact page and provide the order number, tracking number, checkout email, and latest carrier status.