Frequently Asked Questions
How long does it take to complete my order?
Standard orders are typically completed within 3–5 business days. Express orders may be completed within 1–2 business days, depending on product availability and order size.
Production time may vary during busy seasons or for more complex orders.
Do you offer express/rush orders?
Yes. Express/rush service may be available depending on the product, order quantity, and current production schedule. Additional rush fees apply.
Please contact us before placing your order if you require it sooner than the standard 3–5 business day production time.
Can I make changes after placing my order?
Because each item is personalized, please review all names, dates, photos and customization details carefully before submitting your order. Changes may only be accommodated if production has not yet begun and are not guaranteed.
What happens if I submit the wrong photo, name, date or information?
Customers are responsible for reviewing all photos, names, dates, spelling and customization details before submitting their order. If you notice an error after ordering, please contact us as soon as possible. Changes may be possible if production has not yet begun, but cannot be guaranteed.
What photo quality works best for personalized products?
For the best results, upload the clearest, highest-quality original photo available. Avoid screenshots, heavily cropped images, blurry photos or images downloaded from social media whenever possible.
Photos are professionally enhanced before production whenever feasible; however, the final print quality will still depend on the quality of the original image provided.
Will my photo be edited before printing?
Yes. Photos are professionally enhanced before production whenever feasible to help achieve the best possible print quality. This may include adjustments such as brightness, colour, clarity or cropping to better suit the selected product.
Please keep in mind that editing cannot fully correct very blurry, pixelated or low-quality images, so we recommend submitting the clearest original photo available.
How does the Kustom Keepsakez Rewards Program work?
Join Kustom Keepsakez Points for free and earn 10 points for every $1 spent. Every 100 points equals $1 off a future purchase. Simply create an account or sign in before ordering to earn and redeem your points. Click the Rewards button on our website to join, check your points and redeem your rewards.
Do you offer free shipping?
Yes! We offer FREE standard shipping on eligible Canadian orders of $150 CAD or more.
Orders under $150 CAD are subject to shipping fees calculated at checkout.
Where do you ship?
We currently ship throughout Canada and the United States.
Shipping rates are calculated at checkout. At this time, we do not offer international shipping outside of Canada and the United States.
How will I know when my order is ready or has shipped?
You’ll receive a notification once your order is ready. For shipped orders, tracking information will be provided once your package has been dispatched.
For pickup orders, you’ll receive pickup instructions once your order is ready. Please wait for confirmation before arriving for pickup.
Do you offer pickup?
Free local pickup is available at our Don Mills pickup location in North York.
Please wait until you receive your Ready for Pickup notification before visiting the pickup location. Once your order is ready, it may be collected during the pickup location’s regular business hours.
Please have your order number available when collecting your order.
Do you offer local delivery?
Yes. Local delivery may be available within the GTA for an additional delivery fee. Availability and delivery fees depend on the order size and delivery location.
For bulk orders or delivery inquiries, please contact us before placing your order to confirm availability and pricing.
Do you offer bulk or corporate orders?
Yes. We offer bulk and custom orders for businesses, workplaces, schools, nonprofits, churches, funeral homes, community organizations and special events.
Pricing and turnaround times vary based on the product, quantity and customization required. Please contact us for a custom quote or visit our Become a Partner page to learn more about ongoing partnership opportunities.
Can I request a product that isn't listed on your website?
Yes! We love bringing unique ideas to life. If you don't see exactly what you're looking for, contact us with the details of your request and we'll let you know if it's something we can create.
Custom requests are subject to product availability, design requirements and production time.
Do you accept returns or exchanges on personalized items?
Because our products are personalized and made specifically for you, personalized items are final sale and cannot be returned or exchanged unless they arrive damaged, defective, or there is an error on our part.
If there is an issue with your order, please contact us as soon as possible after receiving it so we can review the situation and assist you.
What happens if my order arrives damaged or incorrect?
If your order arrives damaged, defective, or there is an error on our part, please contact us as soon as possible after receiving your order.
Include your order number and clear photos showing the issue so we can review it. Once reviewed, we'll work with you to provide an appropriate resolution.
What payment methods do you accept?
All orders must be placed and paid for securely through our website.
We accept major payment methods available at checkout, including Visa, Mastercard, American Express, Shop Pay, Apple Pay and Google Pay.