Refund policy
Many of our keepsakes are personalized or made to order specifically for you. Because of this, personalized and custom-made items cannot be returned, exchanged, or refunded unless they arrive damaged, defective, incorrect due to an error on our part, or otherwise as required by applicable law.
Please review all names, dates, photos, wording, and other personalization carefully before submitting your order.
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, or you receive an incorrect item due to an error on our part, please contact us within 3 days of delivery so we can help.
Please include:
- Your order number
- Clear photos of the item
- Photos showing the damage or defect
- Photos of the packaging if the item was damaged during shipping
Please email info@sunrisekeepsakes.com.
Once we review the information, we will determine the appropriate next step. When a replacement is required, it will be provided at no additional cost to you.
Please keep the damaged item and all original packaging until we let you know they are no longer needed.
Personalization Errors
Your personalized item will be created using the information submitted with your order.
Please carefully review all names, dates, spelling, wording, and other personalization before completing your purchase.
We understand mistakes happen. However, if incorrect personalization was submitted with the order, we are unable to provide a refund or free replacement because the item was created specifically for you.
If we made an error when creating your item, please contact us within 3 days of delivery and we will make it right.
Photos & Image Quality
For products personalized with a customer-provided photo, the finished quality will depend in part on the quality and resolution of the image submitted.
We will always do our best to improve the image quality and resolution when possible before printing. However, some photos, particularly older, blurry, very small, or low-resolution images, may have limitations that cannot be fully corrected.
If we notice a significant issue with your photo that may affect the finished product, we will contact you before production and may ask you to provide a different or higher-quality image.
For the best results, please upload the clearest, highest-resolution original photo available.
Cancellations & Changes
Because personalized orders may enter production quickly, please contact us as soon as possible if you need to request a change or cancellation.
We cannot guarantee that an order can be changed or canceled once production has begun.
Exchanges
We do not accept exchanges.
If your item arrives damaged, defective, or incorrect due to an error on our part, please follow the instructions above so we can help resolve the issue.
Non-Personalized Items
We do not accept returns on non-personalized items unless they arrive damaged, defective, or incorrect due to an error on our part, or as required by applicable law.
If there is a problem with your order, please follow the instructions under Damaged, Defective or Incorrect Items above.
Depending on the circumstances, we may issue a refund or provide a replacement. We generally do not require damaged or defective items to be returned.
Refunds
When a refund is approved, it will be issued to the original payment method.
Please allow time for your bank or credit card company to process and post the refund after it has been issued.
Questions About Your Order?
If you have a question or concern about your order, please contact us at info@sunrisekeepsakes.com. We want to help resolve any issue as quickly and fairly as possible.