Refund and Returns Policy

Please review this policy before placing an order, especially when purchasing a personalized or custom-made product.

Important Information About Personalized Products

Most products sold by Forever Remembered are personalized or made using customer-selected names, dates, messages, images, sizes, colors, finishes, and design options.

Because these products are prepared specifically for the customer, we generally cannot accept returns, exchanges, or cancellations due to a change of mind, an incorrectly selected option, or information entered incorrectly by the customer, except where required by applicable law.

Because these products are prepared specifically for the customer, we generally cannot accept returns, exchanges, or cancellations due to a change of mind, an incorrectly selected option, or information entered incorrectly by the customer, except where required by applicable law.

When We Can Help

Please contact us if your order has one of the following issues:

  • The product arrived damaged
  • The product has a manufacturing defect
  • You received the wrong product
  • The product differs materially from the confirmed order details
  • Personalization produced by us does not match the information submitted with the order
  • Part of the order is missing

We will review the order information, submitted personalization, photos, packaging, and other relevant details before determining the appropriate resolution.

When a Return or Replacement Is Generally Not Available

  • The customer changed their mind after the order was placed
  • The customer selected the wrong size, color, finish, design, animal, or background
  • The customer submitted incorrect spelling, names, dates, addresses, messages, or images
  • The product has natural or expected differences shown in its description
  • The delivery was delayed by the carrier but the product arrived correctly
  • The request is submitted without the information needed to review the issue
  • The product was altered, installed, damaged, or used after delivery

Please review all personalization, spelling, options, and delivery information carefully before completing checkout.

Reporting a Damaged, Defective, or Incorrect Order

Contact us within 7 calendar days after delivery, or within any longer period required by applicable law.

Include the following information so we can review the issue:

  • Order number
  • Email address used at checkout
  • A clear description of the issue
  • Photo of the complete product
  • Close-up photos showing the damage or error
  • Photos of the external and internal packaging
  • Photo of the shipping label when applicable

Please keep the product and all packaging until we confirm whether they are needed for inspection, replacement, or return.

Available Resolutions

After reviewing the request, we may offer one of the following resolutions, depending on the circumstances:

Replacement

A corrected or replacement product may be produced when the original item is damaged, defective, incorrect, or does not match the confirmed order information.

Partial Refund

A partial refund may be offered when the product remains usable but an appropriate adjustment is justified.

Full Refund

A full refund may be issued when replacement is not appropriate or another resolution is required by applicable law.

Return Authorization

Do not return a product without contacting us first. Returns sent without prior authorization may not be accepted or correctly linked to your order.

If a return is required, we will provide the applicable instructions and return address. The product should be packaged securely and returned with any requested components or documentation.

If a return is required, we will provide the applicable instructions and return address. The product should be packaged securely and returned with any requested components or documentation.

Return Shipping

When the return is caused by our error, a confirmed defect, or damage covered by this policy, we will provide instructions regarding return shipping. In other approved cases, return shipping may be the responsibility of the customer unless applicable law requires otherwise.

Refund Processing

Approved refunds will be issued through the available payment process associated with the order whenever possible.

After a refund is processed, the time required for the funds to appear may depend on the payment provider, bank, or card issuer.

Original shipping charges and return shipping charges are not refundable unless the refund results from our error, a confirmed product issue, or applicable law requires otherwise.

Order Changes and Cancellations

Contact us as soon as possible if you need to correct personalization, change an option, update an address, or request cancellation.

We cannot guarantee changes or cancellation after production has started. Orders that have entered production or shipment may no longer be eligible for cancellation.

How to Submit a Request

Use our Contact page and select the topic that best matches your request. Include your order number and the email address used during checkout.

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Questions Before Ordering?

Contact us before placing your order if you need help confirming personalization options, product details, or shipping information.

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