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
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Situation |
Recommended Action |
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Arrived damaged |
Photograph the item, internal packaging, external parcel, and shipping label. Contact support before discarding anything. |
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Wrong product received |
Photograph the product and label, then provide the order number and a description of what was expected. |
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Personalization does not match the submitted order |
Compare the delivered item with the order confirmation or approved proof and send photographs showing the difference. |
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Manufacturing defect |
Describe the defect and include close-up and full-item photographs. |
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Customer-submitted spelling, date, image, size, or address error |
Contact support promptly. A paid remake or another discretionary option may be available, but a refund is not normally provided for customer-entered errors. |
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Change of mind |
Contact support immediately. Personalized items are usually not returnable after production starts because they cannot be resold. |
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Tracking shows a delay or delivery problem |
Check the latest carrier scan, confirm the delivery address, and use the Shipping or Track Order guidance before requesting a product return. |
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.