Frequently Asked Questions

Orders & Production

How long does it take to complete my order?

Order Type	Turnaround
Standard Orders	3–5 business days
Express Orders	1-2 business days

Production time may vary during busy seasons or depending on the complexity of your order.

Do you offer express/rush orders?

Yes! Express service (1–2 business days) is available for select products starting at $20, depending on product availability and order size.

If you need your order urgently, please contact us before placing your order to confirm availability.

kustom.keepsakez@gmail.com

(437) 833-3123

Can I make changes after placing my order?

To ensure your order is completed accurately and on time, please carefully review all photos, personalization details and spelling before completing your purchase.

Once an order has been submitted, changes cannot be guaranteed and may not be possible.

If you notice an error immediately after placing your order, please contact us as soon as possible and we'll do our best to assist you.

Photos & Personalization

What type of photo should I submit?

For the best results:

Submit high-resolution, clear, well-lit photos.
Avoid screenshots whenever possible.
Avoid blurry, heavily cropped, or pixelated images.
Original photos usually produce the best print quality.

If you're unsure whether your photo is suitable, email it to us before placing your order and we'll gladly review it.

Shipping & Pickup

Do you offer free shipping?

Yes!

We offer FREE standard shipping on eligible Canadian orders over $150 CAD.

ORDER TOTAL	Shipping Cost
> $150	$15+
< $150	FREE

Where do you ship?

We currently ship throughout:

Canada
United States

At this time, we do not offer international shipping outside Canada and the United States.

Shipping rates are calculated at checkout.

How will I know when my order has shipped?

You'll receive a shipping confirmation by email once your order has been shipped.

Tracking information will be provided whenever applicable.

Do you offer local pickup?

Yes!

Local pickup is available by appointment only and is free of charge.

We'll contact you to schedule a convenient pickup time once your order is complete.

Where is pickup located?

North York, Ontario

M3C 1C2

Detailed pickup instructions will be provided once your pickup appointment has been confirmed.

What happens if I'm late for pickup?

We understand that unexpected delays can happen. To help us stay on schedule and respect everyone’s time, the following pickup policy applies:

0–15 minutes late: A 15-minute grace period is provided and no additional fee will apply.
15–30 minutes late: A $10 late fee will be required.
More than 30 minutes late or no-show: Your pickup appointment will be cancelled. A $20 rescheduling fee must be paid before a new pickup appointment can be arranged.

Need to reschedule?

If you know you won’t be able to make your scheduled pickup, please let us know as soon as possible.

Reschedule requests made at least 2 hours before your scheduled pickup time are complimentary.
Reschedule requests made less than 2 hours before your appointment may be subject to a $10 rescheduling fee, as your pickup time has already been reserved.

Thank you for respecting our time and helping us provide the best service to all of our customers.

Payment

What payment methods do you accept?

To provide a secure and streamlined ordering experience, all orders must be placed and paid for through our website.

We currently accept:

Visa
Mastercard
American Express
Shop Pay
Apple Pay
Google Pay

Returns

Are custom products refundable?

Due to the personalized nature of our products, all custom orders are final sale.

If an error was made on our part, we'll gladly work with you to make it right.

Discounts & Product Recommendations

Do you offer discounts?

We occasionally offer promotions and seasonal sales.

Can I order a product that's not listed on your website?

Yes!

We love bringing unique ideas to life. If you have a custom request or don't see exactly what you're looking for, please contact us. We'll be happy to discuss your vision and let you know if we can create it.