Shop Policies & FAQs
(IMPORTANT NOTE) Due to the worldwide COVID-19 outbreak, shipping time might increase. Please allow additional 1 to 2 weeks (on top of the original estimation) for your package to arrive.
Your privacy is important to me. KeepsakesbyAshley will not use your personal information for anything other than what it is intended for.
Due to the nature of my products, cancellations can only be made within the first 24 hours after purchase. Custom orders (includes personalization on sticker books/albums/hybrids and custom script stickers) and digital items cannot be cancelled, returned, or exchanged.
I currently do not except returns or exchanges, but if there is an issue with your order, please contact me right away.
Change of Address
If you need to change your shipping address, please fill out the contact form, or email email@example.com prior to receiving a tracking email. If your order has shipped, the address cannot be changed.
At this time, orders cannot be combined. This is to ensure proper processing times for all existing orders.
Depending on the size of your order, processing times can vary. Please take note of the time located in the green header at the top of each page, and at checkout. This does not include holidays and weekends. This does not include the time it takes for USPS to deliver your package. During sales or events, extended processing times (if needed) and will be communicated at the top of each page and at checkout. All of my items are made in-house, made-to-order, and my sticker albums/books are hand-made with care. I process orders in the order that they are received, so if an order only has one or two items, it will still take some time; more likely than not, I have other orders ahead.
Orders are sent through USPS with tracking unless you choose a different carrier at check-out. Free shipping within the US applies to orders over $75.00 (before tax, after any discounts), free shipping Internationally applies to orders over $125.00 (before tax, after any discounts). *Due to the global pandemic, trips to the post office are only made on Tuesday's and Thursday's each week (unless there is a holiday). If your package stops tracking while in route, please be patient. Sometimes it can take a few business days to update or get moving again. You can always reach out to USPS with your tracking info but there is nothing more that I can do on my part. You can can also contact your local post office to see if they have any further information.
*COVID/Shipping Update: All packages worldwide (including the US) are taking longer than anticipated. I ask that you please be patient during this time and allow for potential shipping delays within the USPS. *
Please allow enough time for weekends, holidays, and inclement weather. On occasion, most commonly during the holiday season, packages can be delayed and/or show no updates in the tracking information.
For any questions or concerns related to shipping information and delays, it is best to contact USPS directly at 1-800-275-8777.
Packages are not considered lost until 60 days (US) or 70 days (International) from the date of shipping. If your order has been "stuck" in transit, please file a missing package claim through USPS. Unfortunately, we cannot control what happens to your order after it is sent to USPS, and only have access to the same tracking information that is given to you as the customer. If you believe your package is lost, please send an email to firstname.lastname@example.org with a screenshot of your USPS claim. Should the package be lost, a replacement order will be sent as soon as possible.
"Delivered" but not Received / Package Theft
Keepsakesbyashley.com is not responsible for packages marked as "delivered", but not received. If your order shows delivered but you don't see it, give it a day or two to show up. USPS sometimes marks orders as delivered when they are indeed not. If it does not show up after a couple of days, reach out to your post office with your tracking number to file a claim.
**Please message BEFORE you checkout if you need an order rushed. I usually have orders ahead that need to be processed and I want to be fair to the ones waiting and to make sure I will be able to do this in time for you! I cannot speed this up if you haven't emailed me. Selecting Priority Mail shipping does not negate the processing time, it only affects the shipping speed.
All items in my shop are strictly for personal use only. No commercial use is allowed.
Due to increased email communications, all email inquiries will be responded to on Tuesday's and Friday's between the hours of 11am and 2pm EST.