FAQs
Order Process
🖼️ How does Instant Preview work?
Once you personalize your product by selecting all options (names, pets, breeds, etc.), just click the “Preview” button above the “Add to Cart” button. It’s fast, easy, and lets you buy with confidence.
✅ What You See = What You Get
⏰ How long does it take to create and ship my order?
Most orders are created and shipped within 2–4 business days.
We work fast — because we know how excited you are! Once shipped, you’ll receive a tracking number via email.
🔁 Can I make changes after ordering?
Yes — but fast! If you need to fix a name or detail, just email us at contact@memorifystore.com within 2 hours of placing your order.
After that, we start production to avoid delays.
🤔 What if I don’t like my preview or design?
For Instant Preview products: you approve the design before buying, so what you see is what gets printed.
For manual artworks (like custom drawings): we send a proof for approval before printing.
📸 Is my photo good enough?
Yes! Most smartphone photos work great.
For best results, choose a well-lit image, front-facing, with clear visibility of your pet’s (or people’s) features.
💡 Not sure? Upload your photo and we’ll let you know — or improve it automatically where possible.
👨👩👧👦 Can I include multiple pets or people?
Absolutely! Many products support up to 6+ pets or people — and we love big families.
Just select the number you need in the dropdown, or contact us for something extra custom.
If you have a special request, feel free to contact us at contact@memorifystore.com —we’re always excited to bring your unique vision to life.
🛍️ Do I see the final design before it’s printed?
Yes — if your product has Instant Preview, you'll see the final design right away.
If it doesn’t, our artists manually prepare your artwork and send a proof for approval before printing.
Shipping
🚀 How long does shipping take?
We ship your order within 2–4 business days of your order confirmation.
Delivery times vary by country:
- USA: 3–7 business days
- Canada: 7–10 business days: 7–10 business days
- UK & Australia: 7–14 business days
Tracking info will be sent once your order ships!
🌍 Do you ship internationally?
Yes! We ship worldwide from our US and European fulfillment centers to ensure fast delivery.
Shipping rates and times vary by destination.
📦 How much does shipping cost?
We offer FREE shipping on orders over $50 to the US.
For orders under $50, shipping rates depend on your location and will be calculated at checkout.
📬 Can I track my order?
Absolutely! As soon as your order ships, you’ll get an email with your tracking number so you can follow it every step of the way.
🕐 What happens if my order is delayed?
Rarely happens, but if it does, please reach out to contact@memorifystore.com and we’ll update you promptly.
We work with reliable couriers and always strive to get your custom keepsake to you as fast as possible.
📦 Can I change my shipping address after placing an order?
If you need to change your shipping address, please contact us immediately at support@memorifystore.com.
We can update it only if your order hasn’t shipped yet.
🔄 What if my package is lost or damaged in transit?
We stand behind every order. If your package is lost or arrives damaged, contact us right away.
We’ll replace or refund your order — no hassle.
Returns & Refunds
🛍️ Do you offer a money-back guarantee?
Yes! We offer a 30-day satisfaction guarantee. If you’re not happy with your order, contact us within 30 days for a full refund.
✅ What if my item arrives damaged, defective, or incorrect?
If your product arrives damaged, defective, missing parts, or differs from your order, we’ll replace it for free within one year or issue a full refund within 30 days.
💸 Can I get a refund if I change my mind?
Unfortunately, we do not offer refunds for changes of mind or design alterations after the order is fulfilled because all items are personalized just for you.
🕒 How long does it take to get my refund?
Approved refunds are processed within 5 to 10 business days, depending on your payment method and bank.
❓ Do I need to return the product?
Usually, no return is needed. Just send us photos and a description of the issue, so we can resolve it quickly and save you from return shipping hassles.
🔄 Can I exchange my item for a different size or design?
Since each product is custom-made, exchanges aren’t available unless the item is defective or incorrect on our end. We’ll gladly provide a replacement in these cases.
📝 What if I made a mistake on my order?
Please double-check all personalization details before submitting. We can’t offer refunds or replacements for errors like misspellings, wrong sizes, or incorrect shipping info entered during checkout.
📩 How do I request a refund or replacement?
Contact us at contact@memorifystore.com within 30 days of delivery with your order number, issue details, and clear photos. We’ll respond within 1–5 business days with next steps.
Customer Support
💬 How can I contact customer support?
You can reach us anytime at contact@memorifystore.com, via the contact form on our website, or through our Instagram and Facebook chats. We aim to respond within 24 hours on business days.
🕒 What are your customer support hours?
We’re here to help Monday to Friday, 9 AM – 5 PM (your local time). Messages received outside these hours will be answered the next business day.
💬 How can I contact customer support?
You can reach us anytime at contact@memorifystore.com or via the contact form on our website. We aim to respond within 24 hours on business days.
🚨 What if I have an urgent issue with my order?
For urgent matters, please email us with “URGENT” in the subject line. We prioritize these requests and will get back to you as soon as possible.
🐾 Can you help me personalize my product?
Absolutely! If you need assistance with personalization options or want tips on photos to upload, just reach out and we’ll guide you step-by-step.
🔄 Can I change or cancel my order?
Since all products are custom-made, we can only accept changes or cancellations before your order enters production. Contact us immediately to check your order status.
📦 How do I track my order?
Once your order ships, you’ll receive a tracking number via email. You can also check the status anytime on our Track Your Order page.
⭐ How do you handle customer feedback?
We love hearing from you! Your feedback helps us improve. Feel free to leave reviews or contact us with suggestions — we read every message carefully.
📧 Where else can I contact you?
Besides email, you can also reach out to us through our social media channels (Facebook, Instagram) linked at the bottom of our website. For urgent matters, email is still the fastest way to get help.
🚨 What if I emailed and didn’t get any answer?
If you haven’t heard back within 48 hours (excluding weekends/holidays), please check your spam/junk folder. Still no reply? Kindly resend your message or try contacting us via our social media channels. We want to make sure every question is answered!