Primex - Innovative ecommerce

Frequently Asked Questions

All of our personalized products are carefully crafted and customized by our production partners. Each item is made to order based on your uploaded photo, name, text, or design preferences.

Because every order is custom-made, production begins shortly after your purchase is placed.

Most personalized orders require 5–7 business days for production.

During holidays and peak seasons, production may take a few additional days.

Estimated delivery times:

United States: 7–15 business days
Canada: 8–18 business days
United Kingdom: 7–15 business days
Australia & New Zealand: 8–18 business days
Europe: 7–18 business days

Please note that these are estimated delivery times and may vary due to customs processing, carrier delays, weather conditions, or holiday demand.

Once your order has shipped, you will receive a tracking email containing your tracking number.

You can also track your package at any time through our Track Order page (/en/page-track-order).

Because personalized items enter production quickly, requests for modifications or cancellations must be submitted within 12 hours of placing the order.

After production has started, changes or cancellations may not be possible.

For the best results, we recommend:

• Clear and high-resolution photos
• Good lighting
• The subject centered in the image
• Avoid blurry or heavily cropped photos

Higher-quality photos produce better engraving, printing, and personalization results.

Yes. Our design team may remove or adjust backgrounds when necessary to create the best-looking personalized product.

The final design may vary slightly depending on the product type and image quality.

Absolutely. Many of our customers create keepsakes to honor beloved family members, friends, and pets.

We are honored to help preserve meaningful memories through personalized gifts.

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

Please include your order number, photos of the item, and photos of the packaging. Our support team will review the issue and provide a replacement or appropriate solution.

Because each item is personalized specifically for you, we generally cannot accept returns for incorrect names, dates, or photos entered by the customer, or for change-of-mind purchases.

However, if your item is damaged, defective, or significantly different from the approved design, please contact us and we will make it right. See our Returns & Refunds policy (/en/page-returns-refunds) for details.

Yes. We proudly serve customers worldwide and ship to most countries.

Shipping availability may vary based on local regulations and carrier service areas.

Yes. All payments are processed through secure, encrypted payment providers.

We do not store or have access to your full payment details.

You can contact our support team through our Contact Us page (/en/page-contact-us) or by email at support@heartnkeepsake.com.

We typically respond within 24–48 business hours.

Frequently Asked Questions

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Frequently Asked Questions

Where are your products made?

How long does production take?

How long does shipping take?

How can I track my order?

Can I cancel or modify my order?

What photo quality should I upload?

Can you remove the background from my photo?

Can I use a memorial photo of a loved one or pet?

What if my item arrives damaged?

Do you accept returns?

Do you ship internationally?

Is my payment information secure?

How can I contact customer support?

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