FREQUENTLY ASKED QUESTIONS
What kind of gifts do you offer?
We curate a thoughtful mix of items that make everyday moments feel special – from charming outdoor decorations and garden accents to DIY ornament kits, sweet figurines, seasonal treasures, and creative home accents. Because we love variety, our collection shifts with the seasons and what’s in stock, so colours, sizes, materials, and designs may change from time to time.
Where do you ship?
Right now, we deliver to the United States, Canada, and Mexico. If your address falls outside these countries, our checkout won’t be able to complete the order – but we’re always looking at expanding, so stay tuned.
How long does it take to process my order?
For most in‑stock gifts, we pack and prepare your order within 2–7 business days. If you’ve chosen a DIY kit, a personalized piece, or a made‑to‑order item, it may take a little extra – we’ll clearly note that on the product page so you know what to expect.
When will my package arrive after it ships?
Shipping times (after dispatch) are roughly:
United States: 7–20 business days
Canada: 10–30 business days
Mexico: 20–30 business days
Remember, these are transit estimates only – processing time is separate, so please add the two together for your total wait.
What about shipping costs?
We love to celebrate bigger orders – spend **US$50 or more**, and shipping is on us. For smaller baskets:
United States: US$7.00
Canada: US$8.00
Mexico: US$12.00
Can I track my order?
Absolutely. Once your parcel leaves our hands, we’ll email tracking details to the address you used at checkout. You can also log into your customer account and check the “Orders” section anytime.
Why isn’t my tracking number showing any movement?
It’s normal for tracking to take a few business days to refresh after dispatch. If it stays stubbornly quiet for way too long, just reach out with your order number – we’ll dig into it for you.
Will everything come in one box?
Not always – if you’ve ordered multiple items, we may split them across separate packages to get them to you faster. That means you might receive more than one tracking number, and that’s perfectly fine.
Can I change or cancel my order?
We get it – second thoughts happen. Contact us as soon as you can with your order number and what you’d like to adjust. We’ll try our best, but once processing, production, or shipping has begun, we can’t promise we can stop it.
What’s your return policy?
Most eligible items can be returned within 30 days of delivery – but please get in touch with us before sending anything back. We’ll walk you through the details, and our full Returns, Refunds & Cancellation Policy covers all the specifics and exclusions.
What if my gift arrives damaged or not what I ordered?
Oh no – we’re truly sorry if that happens. Reach out quickly with your order number, a clear description, and photos or videos of the product, the packaging, and the shipping label (if relevant). We’ll review everything and make things right for eligible claims.
Can I return a personalized item?
Because they’re made especially for you, personalized, customized, and made‑to‑order products usually can’t be returned just because you changed your mind. That said, if your custom piece arrives damaged, defective, incorrectly made, or significantly different from what you approved, we absolutely stand behind it – just let us know.
Do I have to pay customs fees?
For orders going to Canada or Mexico, your local customs may charge duties, taxes, or brokerage fees. Unless we specifically state otherwise at checkout, those charges are your responsibility – so it’s a good idea to check with your local customs office beforehand.
I typed the wrong shipping address – what now?
Contact us immediately. We’ll do our best to update it, but once an order enters processing or has already shipped, we may not be able to make the change. Double‑checking at checkout is always safer!
How can I reach you?
We’re here to help – just email us at: service@kindlykeepsake.com
For any existing order, please include your order number and the email address you used when purchasing – that helps us find your info in a snap.
KindlyKeepsake is operated by Datong Yishangxuan Information Consulting Co., Ltd.
Registered business address: Room 1205, 12th Floor, Hongxing Building, Dongxin International, Yongtai South Road, Datong Economic and Technological Development Zone, Shanxi Province, China.
Visit our shop: www.kindlykeepsake.com
If you have any other questions, don’t hesitate to write – we’re all ears.