Have a question about your personalized keepsake? Whether you're celebrating a wedding, anniversary, family memory, birthday, memorial, or beloved pet, find answers about personalization, photos, sizing, production, shipping, and order support.
Getting Started & Personalization
What is a Pure Keepsake?
A Pure Keepsake is a personalized piece created from a meaningful photograph and customized with details such as names, dates, or a special message. Our current line-art keepsake transforms your uploaded image into an engraved acrylic display piece with a wooden base.
How do I personalize my keepsake?
Choose your keepsake, upload the requested photo, and enter the names, dates, or message you would like included. Review the spelling, dates, image, and other personalization details carefully before placing your order.
What occasions is a Pure Keepsake suitable for?
Pure Keepsakes can mark weddings, anniversaries, family memories, birthdays, memorials, pet tributes, and other meaningful occasions. Check the individual product description to see which personalization options are available for the design you are considering.
Can I feature more than one person or pet?
Some designs may accommodate multiple people or pets, while others work best with a single subject. Check the available product options or contact us before ordering if you are unsure whether your photograph will suit the selected design.
Can I add a name, date, or short message?
Yes, where the selected design provides those personalization fields. Available wording, layout, and character limits can vary by product, so enter your text exactly as you want it to appear.
Photos & Design
What type of photo works best?
Use the highest-resolution original image available. A clear, well-lit photo with the subject in focus and without heavy shadows, filters, or obstructions usually provides the strongest starting point.
Can the background be removed from my photo?
Background treatment depends on the product and its design process. A simple, uncluttered photograph is generally easier to work with. If background removal is important to your order, contact us before purchasing to confirm what is possible for your chosen design.
What happens if my photo is not suitable?
If the submitted photograph cannot produce a suitable result, the team may request another image or explain the limitations. Keeping another clear, high-resolution version available can help prevent unnecessary delays.
Will I receive a design proof before production?
Proof availability depends on the product. Check the relevant product information to see whether a digital proof or approval stage is included. When a proof is provided, review spelling, dates, photo placement, and other design details carefully before approving it.
Can I request changes to my design?
Changes may be possible while the order can still be edited or during an included proof stage. Once personalized production has started, changes may no longer be possible.
Sizing & Materials
What is my keepsake made from?
Materials depend on the product. The current line-art KeepSake features a crystal-clear acrylic panel with a handcrafted wooden base, with an optional warm LED base available. Always check the individual product description for the exact materials and features included.
How do I know what size to order?
Check the dimensions and specifications listed for the individual product and consider where the keepsake will be displayed.
For urn products, sizing works differently: the Size Guide recommends starting with approximately one cubic inch of internal capacity for each pound of the pet's healthy body weight, with some additional capacity where appropriate.
Will the finished keepsake look exactly like my screen or proof?
Where a digital preview or proof is provided, it represents the intended design and personalization. However, minor differences can occur between screen displays and the physical appearance of color, material, texture, engraving, printing, or finish.
Orders, Shipping & Support
How long does a personalized order take?
Total delivery time includes two stages: the personalization or production period before dispatch and the carrier's transit time after dispatch. Review the timing available for your product and delivery method before placing a time-sensitive order.
Shipping and delivery information
Can I change or cancel my order?
Contact us as soon as possible if you need a change or cancellation. A request can only be accepted while the order can still be stopped or edited. Because personalized production may begin quickly, changes or cancellations cannot be guaranteed after work has started.
Where do you ship?
Available destinations and delivery services are shown during checkout and may depend on the product, destination, carrier, and local delivery network. International orders may also be subject to customs duties, taxes, brokerage charges, or local import requirements.
How do I track my order?
Tracking becomes available after your parcel has been dispatched and accepted or scanned by the carrier. Use the tracking information supplied with your dispatch update or enter your tracking number on the Track Order page.
Track Order
What if my item arrives damaged or incorrect?
Keep the item and its packaging, take clear photographs, and contact us promptly with your order number and a description of the problem. Do not return the product until return or resolution instructions have been provided.
Gifting & Occasions
Can I send a Pure Keepsake as a gift?
Yes. A personalized keepsake can be a meaningful gift for a wedding, anniversary, birthday, family celebration, memorial, pet remembrance, or another special occasion. Review the personalization details and expected delivery timing carefully when the gift is needed for a particular date.
Can I order a keepsake for someone else?
Yes. You can personalize a keepsake as a gift for another person. Check all names, dates, wording, photo details, and the recipient's delivery address carefully before completing the order.
How are my uploaded photos used?
Uploaded photographs and personalization information are used to create, fulfill, and support your order. Relevant service providers involved in production, storage, fulfillment, or customer support may process the information where necessary. Unrelated public, advertising, or promotional use requires separate permission.
Still Need Help?
If you still have a question, use our Contact page and include the product name or order number where relevant. Providing the necessary details helps the team respond with information specific to your product or order.