Last updated: August 1, 2026
We want you to love what you send. Because every UnSaid Memories product is made to order for you by our production partners, our policy works a little differently from a store that ships from a warehouse shelf. Here’s exactly what we can and can’t do.
How to Start a Claim
Email support@unsaidmemories.com within 14 days of receiving your order and include:
- Your order number
- Which item is affected
- A clear photo of the item showing the issue
- A photo of the shipping box, if the damage looks like it happened in transit
We review every claim personally. If we approve it, we’ll send a replacement or issue a refund. In most cases you won’t need to ship anything back.
Please contact us within the 14-day window. We work with production partners on your behalf, and their claim windows are limited — after 14 days, we may no longer be able to pursue a remedy for you.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or materially different from what you ordered, we will replace it or refund you at no additional cost.
We confirm these claims with our production partner. In the rare case where a claim isn’t approved, we’ll explain why in plain language and tell you what options remain.
Made-to-Order Items Cannot Be Returned
Every item we sell is produced individually after you order it. That means we are not able to accept returns, exchanges, or refunds for:
- Change of mind or no longer wanting the item
- Ordering the wrong product, size, color, or variant
- A name, date, or message you entered incorrectly at checkout
- Deciding you preferred a different design
We know this is stricter than a typical retailer, and we’re sorry. It’s the trade-off that lets us make something one-of-a-kind for you instead of stocking generic inventory.
Before you check out, please review your personalization carefully.
What Isn’t Considered a Defect
The following are normal characteristics of made-to-order production, not defects, and aren’t eligible for replacement or refund:
- Variation from the product photo. Our images are digital mockups and representative photographs. Slight differences in color, print or engraving placement, texture, and finish are inherent to on-demand production.
- Issues from artwork you uploaded. If you supply an image or file, results affected by its resolution, cropping, bleed, or how it interacts with the product surface aren’t defects.
- Personalization text you entered. Items are produced exactly as typed.
- Ordinary wear, misuse, or not following the product’s care instructions.
- Shipping delays. See our Shipping Policy.
- Orders still in transit that haven’t been determined lost.
Lost or Missing Packages
If tracking shows your order was delivered but you don’t have it, check with household members, neighbors, and building management first, then contact your carrier. If it still hasn’t appeared after 3 business days, email orders@unsaidmemories.com.
We’ll investigate every case, but we’re not always able to secure a replacement or refund for packages marked delivered. Each one is reviewed individually.
If your order hasn’t arrived at all, please see the reporting timelines in our Shipping Policy — contacting us promptly is what preserves your eligibility for a replacement.
Order Cancellations
Orders move into production quickly. To request a cancellation or change, email orders@unsaidmemories.com within 2 hours of placing your order, with your order number.
We’ll do everything we can, but we can’t guarantee a cancellation. Whether a full refund, partial refund, or no refund is possible depends on how far your order has already progressed. Once production begins, an order’s contents, personalization, shipping method, and delivery address can no longer be changed.
Refunds
Approved refunds go back to your original payment method. Depending on your bank or card issuer, expect 10–14 business days for the refund to appear on your statement.
If there’s ever a problem with your order, please contact us before filing a dispute with your card issuer. Once a chargeback is opened, we’re generally blocked from issuing a refund or replacement until it’s resolved — which almost always slows things down for you rather than speeding them up.
Orders We Can’t Fulfill
Occasionally we may need to cancel an order — for example, if materials become unavailable, if there’s a pricing or configuration error, or if submitted content can’t be produced. If that happens, we’ll notify you and issue a full refund.
Our Commitment
Even when the underlying production rules are strict, UnSaid Memories will work with you in good faith to reach a fair resolution. You deal with us, not the production partner. If we can’t do something, we’ll tell you honestly rather than leaving you chasing an answer.
Questions?
Claims and support: support@unsaidmemories.com
Order changes and delivery: orders@unsaidmemories.com
Wholesale, bulk & partnerships: sales@unsaidmemories.com
UnSaid Memories LLC
