Shipping, returns, and order help

Before you pay

Review the product, size, colour, family tree, spelling, and preview carefully. Personalized artwork is produced from the saved design attached to your cart. Shipping methods, prices, and delivery estimates are calculated for your destination before payment.

Production and delivery

Production usually takes 2 to 5 business days. Delivery time begins after production and depends on the destination and shipping method selected at checkout. These are estimates, not guaranteed arrival dates. You will receive tracking when the carrier makes it available.

International orders may be subject to local customs charges, duties, or taxes. The recipient is responsible for charges imposed by their country unless checkout explicitly says they are included.

Changes and cancellations

Contact us immediately if you notice a mistake. We will try to stop or change an order that has not entered production, but personalized orders cannot normally be changed or cancelled once production has started.

Returns and replacements

We do not accept change-of-mind returns because each item is custom printed. If an item arrives damaged, misprinted, defective, or different from what you ordered, contact us within 14 days of delivery. Include your order number and clear photos of the item and packaging. After reviewing the issue, we will arrange a replacement or another appropriate resolution.

Items cannot be replaced for spelling, relationship, layout, colour, or size choices that match the approved order preview.

Address and delivery problems

Enter a complete delivery address at checkout. If a parcel is returned because an address was incomplete or incorrect, additional production or shipping charges may apply. For a parcel marked as delivered but not received, check with household members, neighbours, and the carrier before contacting us.