Shipping policy
Every MemoryFrame™ personalized product is made to order in the United States. Please allow time for us to review your photograph, create your personalized product, and prepare it for shipment.
Production Time
Most personalized orders are produced and shipped within 1 to 5 business days after the order is placed.
Business days are Monday through Friday and exclude weekends and major holidays.
If a submitted photograph is unsuitable or additional information is needed, we will contact you. Production may be paused until we receive your response.
During holidays, unusually high order volume, severe weather, or other exceptional circumstances, production may take approximately two additional business days.
Estimated Delivery Times
The following estimates begin after production is complete and the package has been accepted by the carrier:
-
United States: 3 to 7 business days
-
United Kingdom: 5 to 15 business days
-
Canada: 10 to 25 business days
-
Australia: 6 to 15 business days
-
Europe: 7 to 15 business days
Delivery times are estimates, not guarantees. Rural destinations, customs processing, holidays, severe weather, carrier disruptions, and other circumstances outside our control may cause delays.
U.S. Shipping
Standard shipping within the United States is free.
Expedited delivery, when available, will be displayed during checkout. Choosing expedited delivery shortens carrier transit time but does not eliminate the production time required for a personalized product.
International Shipping
International shipping availability and any applicable shipping charge will be shown during checkout.
International orders may be subject to customs duties, import taxes, brokerage charges, VAT, or other fees imposed by the destination country or carrier. Unless checkout specifically states that these charges have been prepaid, they are the customer’s responsibility and are not included in the product price or shipping charge.
Customs processing may delay delivery. MemoryFrame™ does not control customs decisions, assessments, or processing times.
Order Tracking
When a physical order ships, a tracking email will be sent to the email address used during checkout.
Tracking information may take 24 to 48 hours to begin updating after the carrier receives the package.
Please check your spam or junk folder if you do not see the shipping notification. You may also contact hello@getmemoryframe.com for assistance.
Shipping Addresses
Customers are responsible for entering a complete and accurate shipping address during checkout.
If you notice an error, email hello@getmemoryframe.com immediately. We will try to correct the address, but changes cannot be guaranteed after production or fulfillment has begun.
If a package is returned because of an incomplete or incorrect address, refusal, unpaid customs charges, or repeated unsuccessful delivery attempts, the customer may be responsible for any additional cost required to send it again.
If the address error was caused by MemoryFrame™, we will correct it at no additional cost.
Delayed or Lost Packages
Carrier delays can occasionally occur after a package leaves our facility. Please review the tracking information and contact the carrier for the latest delivery status.
If tracking has not updated for an extended period or the package appears to be lost, email hello@getmemoryframe.com with your order number. We will help investigate with the carrier.
If the carrier confirms that a package was lost in transit, we will provide an appropriate replacement or refund.
Packages Marked Delivered
If tracking shows that a package was delivered but you cannot locate it:
-
Check around the delivery location, mailbox, building entrance, and any secure package area.
-
Ask household members, neighbors, building management, or front-desk staff.
-
Allow one additional business day because carriers occasionally scan packages before final delivery.
-
Contact the carrier using the tracking number.
-
Email hello@getmemoryframe.com if the package is still missing.
We will make reasonable efforts to help with a carrier investigation, but a delivered scan does not automatically qualify an order for a free replacement or refund.
Damaged or Incorrect Orders
If your order arrives damaged, defective, or different from what you ordered, email hello@getmemoryframe.com within 14 days of delivery.
Include:
-
Your order number
-
A description of the problem
-
Clear photographs showing the product and packaging
We will handle approved damaged or incorrect orders in accordance with our Refund Policy.
Digital Gift Cards
Digital gift cards are delivered electronically and are not shipped through the mail.
Delivery is sent to the email address provided during checkout. Please verify the purchaser and recipient email addresses carefully.
Questions
For questions concerning production, tracking, delivery, or an address correction, contact:
MemoryFrame™
Email: hello@getmemoryframe.com
Website: getmemoryframe.com