Refund Policy

Every Birthday Keepsake is made by hand and personalized to one specific person, which means it cannot be resold or restocked. For that reason we are unable to accept returns or offer refunds on personalized items once they have been made.

That said, we want you to love your keepsake. If something goes wrong, here is exactly what we will do.

Damaged or defective prints

If your print arrives damaged, email us at hello@bkeepsakes.com within 14 days of delivery and include photos of the damage. We will reprint and reship at no cost to you. No return needed.

Errors made by us

If your keepsake has incorrect information because of a mistake on our end, a wrong date, a misspelled name, the wrong border, anything like that, contact us within 14 days with photos. We will reprint and reship at no cost. No return needed.

Errors in the information submitted at checkout

If the details entered at checkout were incorrect, a typo in the name, the wrong birth date, the wrong border selected, we are happy to make it right. Reprints in this case are a flat $10 fee, which covers the new print and shipping.

Please double check every personalization detail before placing your order. Once a keepsake is printed, the information on it is permanent.

Digital downloads

If there is an error on our end with a digital file, contact us within 14 days and we will send a corrected file at no charge.

If the information submitted at checkout was incorrect, we can create a corrected file for a flat $5 fee.

Because digital files are delivered immediately and cannot be returned, digital orders are not eligible for refunds.

Lost or undelivered packages

Every physical order ships with tracking.

If tracking shows your package is delayed or lost in transit, contact us and we will reprint and reship at no cost to you.

If tracking shows the package was delivered but you did not receive it, please check with your household and neighbors first, then contact us within 14 days. We will work with you to sort it out, which in most cases means reprinting and reshipping at no cost.

Orders that cannot be delivered

If a package is returned to us because of an incorrect or incomplete address, we will reach out to confirm the correct address and reship for a $10 fee.

Canceling an order

If you need to cancel, contact us as soon as possible. If we have not yet started production, we will cancel and refund in full. Once a keepsake has been printed, we are no longer able to cancel or refund.

How to request a reprint

Email hello@bkeepsakes.com with your order number and a clear description of the issue. Include photos when applicable. We respond within 2 to 3 business days.