FAQ

FAQ

How do I personalize my order?

On the product page, upload your pet photo and enter your personalization details before adding the item to your cart.

Please include your pet’s name, memorial years if needed, and any special notes you want us to know.

What kind of photo should I upload?

For the best result, upload a clear, high-quality photo of your pet. We recommend using a photo where your pet’s face is visible, well-lit, and not blurry.

Can I upload a phone photo?

Yes. Phone photos are completely fine as long as they are clear, bright, and not too blurry.

Can I change my photo or personalization details after ordering?

If you notice a mistake, contact us as soon as possible at:

support@loyalheartkeepsakes.com

We cannot guarantee changes after an order enters production, but we will do our best to help.

What personalization details should I enter?

Please enter the details needed for your product, such as:

  • Pet name

  • Memorial years, if applicable

  • Any special note or instruction

  • Preferred wording, if needed

Please check spelling carefully before placing your order.

Are your products made to order?

Yes. Every item is made to order using the personalization details submitted by the customer.

Because our products are custom-made, we do not accept returns or exchanges for buyer’s remorse, wrong size selection, incorrect personalization submitted by the customer, or changes of mind.

What if my item arrives damaged or incorrect?

Please contact us at:

support@loyalheartkeepsakes.com

Include your order number, a clear photo of the item, a photo of the packaging if applicable, and a short description of the issue.

How long does shipping take?

Production and delivery times can vary depending on the product, order volume, destination, and carrier delays.

You will receive tracking information when your order ships, if tracking is available.

Do you offer free shipping?

We offer free shipping on eligible orders of $49 USD or more.

For orders below the free shipping threshold, shipping costs are shown at checkout before payment.

Who can I contact for help?

For any order, personalization, shipping, or product questions, contact us at:

support@loyalheartkeepsakes.com