Frequently Asked Questions

Simply type the information you'd like engraved on your gift into the personalization fields on the product page. Take your time — we engrave exactly what you enter, including spacing and capitalization.

Questions? We love to help! Call us at 877-349-8149 and we'll walk you right through it.

Not at all! You choose exactly what goes on your gift — a first name, a nickname, or nothing at all. It's completely up to you.

Remember: if your chosen item requires a photo, please still upload one even if you're leaving text fields blank. (Note: we do not print photos for picture frames.)

Yes! On most memorial items, a sentiment such as "In Loving Memory" or similar wording is already part of the design. You do not need to type it. Simply add the name(s), dates, or any additional message you'd like.

Absolutely! We don't limit the number of characters. Just keep in mind that the more text you add, the smaller it will appear on the product. Our team takes great care with every layout to make sure your item looks wonderful.

We strongly advise against using special characters or symbols. While some of our fonts support them, many do not. If a special character doesn't render properly in our engraving system, we'll simply remove it — and you may not get the result you were hoping for.

For best results, stick to standard letters, numbers, and basic punctuation (commas, periods, apostrophes, hyphens).

Yes, you can! Using a fully custom poem or wording requires our art department to redesign the product layout around your text, so a custom design set-up fee applies.

Please give us a call at 877-349-8149 or 614-876-7122 and we'll discuss your idea and provide a quote.

For items that require a photo, following these guidelines will give you the best finished product:

1. Do NOT crop your photo. Send the full, uncropped image and let our team crop it. Cropped images can cause faces or heads to be cut off on the finished item — especially important for heart-shaped products.
2. One person per photo if only one person should appear. All people in the image will appear on the product. Don't crop to isolate one person — simply use a photo that naturally contains only them.
3. Check your image quality. If the photo looks blurry on your screen, it will be blurry on your item. The clearer the photo, the better the result.
4. Consider the product shape. Look at the photo area on the product page and imagine how your image will fit. A very tall/narrow photo in a square frame may need adjustment.
5. Our design team will do their very best with what you provide. We will only ask for a new photo if we truly cannot use yours — which is rare.
6. Still unsure? Call us at 877-349-8149 — we're happy to help you choose the best photo!

A gift message is a small printed card (3.5" × 2") affixed to the outside of your item's gift box — a lovely personal note from you to the recipient.

Yes! We wrap gifts in beautiful silver wrapping paper finished with a sheer red ribbon — the perfect presentation for a meaningful, heartfelt gift.

Our system supports one shipping address per order. If you need to send items to different people or locations, please place a separate order for each address.

Need help managing multiple orders? Give us a call at 877-349-8149 and we'll be glad to assist!

Codes found on third-party coupon websites are often expired or invalid, and we unfortunately cannot honor them. If a code doesn't work, it is not a valid code for our store.

Important: promo codes can only be applied at the time of checkout. They cannot be added after an order has been submitted.

The most common cause is a mismatch between your entered billing address and the billing address on file with your credit card provider. Please make sure they match exactly — including apartment numbers, city spelling, and zip code.

If you've recently moved and haven't updated your address with your bank, try using your previous address.

Still stuck? Call us at 877-349-8149 and we'll help troubleshoot!

No need to worry — these are temporary authorization holds placed by your bank, not actual charges. When a card is declined, your bank may reserve those funds briefly even though our system never completed or charged the transaction.

These pending holds will be automatically released back to your account within 2–5 business days, depending on your bank's policies. You will only ever see one charge per successfully completed order.

We know the vast majority of our orders are gifts! The packing slip on the outside of the box lists what's inside and who it's from — but it contains absolutely no pricing information. Your billing address appears as the "Bill To" address so we can match orders correctly, but the recipient won't see what you paid.

Yes, we can take orders over the phone at 877-349-8149. However, we strongly recommend ordering online so you can personally review and confirm your personalization before submitting.

Production takes 1–2 business days (Monday through Friday). Most orders ship the very next business day after being placed!

All orders ship from our Columbus, Ohio facility. After 1–2 business days of production time, here are the shipping options available:

*Economy and Free Economy orders may ship via UPS or UPS SurePost at our discretion. Production time (1–2 business days) applies to all orders before shipping begins.

We can usually accommodate time-sensitive orders — but please call us first at 877-349-8149 so we can confirm availability and help you select the right shipping method to guarantee on-time delivery.

Yes! We currently ship to the following countries: Canada, United Kingdom, Germany, Ireland, France, and Australia.

Economy shipping orders are delivered by the post office, and occasionally packages are returned to us due to: no mail receptacle at the address, an invalid or incomplete address (such as a missing apartment number), or the recipient didn't retrieve the package after a delivery notice was left.

Returned packages can take 1–2 weeks (sometimes longer) to arrive back to us. Once received, we will contact you to:

• Confirm a corrected shipping address
• Collect payment for re-shipping to the correct address
• Collect the return postage fee the post office charged us ($10–$14 — set by USPS and outside our control)

Unfortunately, once an order is submitted and confirmed, we are unable to accept cancellations. Your order moves directly into our production process so we can meet our 1–2 business day turnaround commitment.

If you spot an error immediately after placing your order, please contact us right away:

• ? Email: support@remembermegiftsonline.com
• ? Phone: 877-349-8149

If production has not yet begun, we can make the correction. If engraving has already started, we are unfortunately unable to make changes.

We stand fully behind the quality of everything we make. If your item arrives with a manufacturing defect or workmanship issue, please email us within 30 days of receipt at support@remembermegiftsonline.com.

Please include in your email:

• Your name and order number
• A description of the issue
• Clear photos of the item and the defect

We'll arrange a prompt exchange for the same item. In rare cases, we may ask you to return the item for inspection — simply mail it back through the post office.

We understand — mistakes happen to everyone! If you entered incorrect personalization and need a replacement item, we offer a 20% discount on the replacement.

Give us a call at 877-349-8149 and we'll get the process started for you right away.

Because our items are custom-made and personalized specifically for you, personalized items cannot be returned unless there is a manufacturing defect or an error made on our part. All defect-related refund or exchange requests must be made within 30 days of receipt.

Have a specific situation you'd like to discuss? Contact us at support@remembermegiftsonline.com or 877-349-8149 — we'll do our best to help.