Your Questions, Answered
1. How to modify or cancel my order/inscription?
Production of personalized items begins immediately after order processing.
Please contact us immediately to check processing status.
Your order may already be in production. A 50% fee may apply for changes, and cancellations may not be possible if shipping has begun.
2. I can't find my order confirmation email.
Please check your spam folder. If still missing, contact customer service with your order information for assistance.
3. How to place an order?
Add items to cart, proceed to checkout, enter shipping details, select payment method, and complete payment.
4. How do I use my discount code?
Enter your discount code during the checkout process in the designated field before completing payment.
5. Do you accept personal customized requests?
Yes, we specialize in personalized products. Please contact us with your specific requirements.
6. Why did you cancel my order?
We will cancel your order if there are insufficient details to process it, after making several attempts to obtain the necessary information. Here are some common reason leads to the cancellation:
1. Missing order values when the order is placed: When order are placed, our system will scan them and alert those orders with incomplete customization. It can be missing design, size, shipping address and so on. There will be 2 attempts to contact our customer to get the information via email. If there is no response, the order will be canceled and a refund will be processed also.
2. No further confirmation for modify request: We usually receive emails from customers requesting to modify an order with unclear details. After 3 attempts to follow up without a confirmation, we will cancel the order.
To avoid this from happening, please kindly check all the details carefully before processing the order. In the first date after you placed the order, please pay attention to your email inbox for any further contact from us.
1. What payment methods can I choose?
We accept all major payment methods, including PayPal, Credit Card, Debit Card and Didget Wallet. Unfortunately, we are unable to accept payment via cash on delivery (COD) or bank transfer.
2. Do you have cash on delivery (COD) service?
Unfortunately, we don't support COD service. Instead, we have a comprehensive after-sales policy. Please shop with confidence.
3. Do we have to pay in dollars?
The currency on our website is U.S. dollars by default.
4. My card is declined. What's the reason?
This could be due to bank risk controls, insufficient balance, or incorrect information. Please contact your card issuer for verification.
5. Why was I charged twice/over-charged?
- Double Charge: Often a pre-authorization hold from your bank/PayPal, which will drop off in a few business days. Contact us if it remains after 5-7 days.
- Overcharge (Exchange Rate): Charges are in USD. If your currency differs, the final amount is determined by your bank/payment processor's exchange rate and may vary slightly.
6. Will my card's information be safe?
We use a variety of security precautions to protect your personal information, including data encryption, server authentication, SSL certificates, and trust waves. Your payment information is secured with the highest level of protection.
7. I was asked to pay more to receive my package.
This is likely a scam. We will never ask for extra payments from non-official domain email addresses. Do not click any links. Please screenshot the email and contact us immediately.
1. What shipping options are available?
We offer three shipping methods: Standard Shipping and Urgent Shipping. Time frames are stated in business days, excluding weekends and public holidays.
If you wish to upgrade your shipping method after placing an order, please contact our customer service team for assistance.
2. How long will it take to process and receive my order?
Our delivery time includes processing + shipping time. Each product is custom-made and will be shipped within 3 to 7 working days from the order date.
Estimated delivery dates vary depending on the shipping method selected and are displayed on the product page. While we strive to ship orders promptly, we cannot guarantee exact delivery dates.
3. How do I change my shipping address?
Before shipment: Contact us at support@mementofun.com with your order number and correct shipping address.
After shipment: Unfortunately, we cannot change the shipping address. Please contact our service team for alternative solutions or arrange pickup at the original address.
4. How can I track my order?
You will receive a confirmation email with a tracking link so that you can follow your order all the way home! Please allow 5-7 days for the carrier to scan your package into their system.
5. My tracking number doesn't work. What should I do?
Please contact our customer service with your order number. We will assist you in verifying the tracking information.
6. How to find a missing package that shows as delivered?
If tracking shows delivered but you haven't received your package:
- Verify the shipping address you provided
- Look for delivery attempt notices
- Check around the delivery location
- See if someone else accepted the delivery
- Check with neighbors or safe places like porches/garages
- Contact your local post office to inquire about possible loss
7. What if the order is lost or damaged?
Please contact our customer service team with your order number. We will be happy to assist you.
8. How much does shipping cost?
The exact cost is shown at checkout with no hidden fees.
9. My tracking number hasn't updated. What's wrong?
It's normal for international tracking to have delays during customs or handover to local carriers. Please wait a few days.
10. Why was my order shipped in separate packages?
Items are shipped from the warehouse closest to them to speed up delivery. You may receive multiple packages with separate tracking numbers.
11. How do I track my package with the local carrier?
The initial tracking number (e.g., YunExpress) will be replaced by a local number (e.g., USPS) once the package arrives in your country. Check the tracking details for the local number and carrier name, then visit that carrier's website to track it.
12. My order hasn't arrived within the estimated time frame.
Delays can happen due to weather, customs, or address issues. First, check your tracking information for details. If the problem persists, contact our support team.
13. Why was my package left at a collection point?
If the courier couldn't deliver safely or you missed the delivery, they will leave a notice. Please collect it promptly from the indicated location, as packages are returned to us if uncollected after a period.
14. The tracking shows my order was returned.
This is usually due to an incorrect/insufficient address or a failure to collect the package. Contact your local post office first. If the package is returned, a reshipping fee will apply for us to send it again.
15. I've moved. Can I forward my shipment?
Our shipping does not support forwarding. We recommend contacting your local post office directly with your tracking number to request a hold or address change. We can notify you when the package reaches the final local post office.
1. I'm missing an item from my order. What should I do?
Check your order confirmation details to ensure accuracy. Items may be shipped in separate parcels - check delivery notes for expected contents.
If an item is missing, contact customer service with your order number, missing item name, and item page link if available.
2. I received an incorrect item. What should I do?
Check your order details to confirm the order was placed correctly. If the mistake is ours, we'll provide a free replacement. Contact customer service with your order number, photos of the incorrect item, and explanation of how it should appear.
3. I received someone else's order/item.
Please contact our customer service immediately with your order details and information about the received items. We will arrange for correct delivery and return processing.
4. What if I receive a damaged/defective item?
We're sorry to hear this! Please contact our customer service team with your order number and photos of the damaged item. We will resolve the issue promptly.
1. What is your return policy?
If unsatisfied with your product, please feel free to contact us. You can check more details at our Return and Refund page.
2. What is the process for returning an order?
Contact customer service to initiate a return. We will provide instructions based on your specific situation.
3. How long will it take to process the refund?
Refunds typically take 3-5 business days to process. It may vary depending on your bank system. Please check your account several days after initiation.
4. Will you refund to my original account or another account?
Refunds are returned to the original payment account used for the order.
5. How can I exchange for a different size?
As products are made-to-order, we don't offer free size exchanges. If the size you ordered doesn't fit, we can resend the correct size for a small fee. Please contact us for assistance.
1. How to remove the protective film from acrylic products?
Gently peel from the corners. Use a mild cleaner if adhesive residue remains.
2. Is the memorial stone/slate water resistant?
Most memorial products are weather-resistant but prolonged exposure may affect longevity.
3. Can the decorative mat be put outside?
Please check product specifications. Some mats are designed for indoor use only.
4. How to care for personalized products?
Follow specific care instructions provided with your product. Generally, avoid harsh chemicals and abrasive cleaning.
5. How do I prevent apparel from shrinking or fading?
- Wash in cold water (inside out) using a gentle detergent. Hand wash or use a laundry bag.
- Avoid the dryer; air dry or tumble dry low.
- Iron on low heat, avoiding the design.
- Store folded in a cool, dry place.
6. Will each ornament come in a individual gift box?
No. Each order is typically packed in one box for shipping (unless the quantity is large). The box is for protection and is not designed as a gift box.
1. How to subscribe to your newsletter?
Enter your email in the newsletter subscription field on our website. Or you can select the checkbox during you pay the order.
2. How to unsubscribe to your newsletter?
Use the unsubscribe link in any newsletter email or contact customer service.
3. Does it cost me to subscribe to your newsletter?
No, newsletter subscription is free of charge.