Shipping policy

Shipping Policy

At Loyal Heart Keepsakes, every product is made to order using the personalization details submitted by the customer. Because our products are custom-made, please allow time for both production and shipping.

Order Processing and Production

After your order is placed, we begin preparing your personalized keepsake for production. Production times may vary depending on the product type, order volume, and fulfillment availability.

Please make sure your uploaded photo, pet name, memorial years, and personalization details are correct before placing your order.

Shipping Rates

Shipping rates are calculated and shown at checkout based on the products in your cart and your shipping destination.

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

For orders below the free shipping threshold, shipping charges will be shown at checkout before payment.

Estimated Delivery

Estimated delivery times are shown at checkout when available. Delivery times may vary depending on the destination, carrier, season, and fulfillment location.

Please note that delivery estimates are not guaranteed, especially during holidays, high-volume periods, or carrier delays.

Tracking Information

Once your order ships, you will receive a shipping confirmation email with tracking information when available.

Please allow some time for tracking updates to appear after your order has shipped.

Incorrect or Incomplete Shipping Addresses

Customers are responsible for entering a complete and accurate shipping address at checkout.

We are not responsible for delays, failed deliveries, or lost packages caused by an incorrect or incomplete address provided by the customer.

If an order is returned due to an incorrect or incomplete address, additional shipping charges may apply to resend the order.

Lost or Delayed Packages

If your package appears to be delayed or lost in transit, please contact us at:

support@loyalheartkeepsakes.com

Please include your order number so we can help review the tracking information and determine the next steps.

If your package appears to be lost, please contact us within 30 days after the estimated delivery date.

Damaged Items During Shipping

If your item arrives damaged, please contact us within 30 days of receiving your order and include:

  • Your order number

  • A clear photo of the damaged item

  • A photo of the packaging, if applicable

  • A short description of the issue

If the issue is confirmed, we will offer a replacement or refund depending on the situation.

Customs, Duties, and Taxes

For international orders, customs fees, import duties, taxes, or other charges may apply depending on the destination country.

These charges are the responsibility of the customer and are not included in the product price or shipping cost unless clearly stated at checkout.

Contact Us

For shipping questions, order issues, or delivery concerns, contact us at:

support@loyalheartkeepsakes.com