FAQ – Frequently Asked Questions
1. How long does production take?
Our processing time may vary depending on the season and demand.
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Custom products: Usually 2–4 business days, and sometimes ready within 1 day during low-demand periods.
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Non-personalized products: 1–2 business days (up to 3 days during high-demand seasons).
We always do our best to ship your order as quickly as possible while maintaining our premium quality standards.
2. How long does shipping take?
Shipping time depends on the selected method and carrier:
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Standard Shipping: 3–7 business days.
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Expedited Shipping: 2–3 business days (available for an extra fee).
All orders include a tracking number once shipped, so you can track your delivery anytime.
3. What materials do you use?
We use only premium-quality materials to ensure your product is long-lasting, vibrant, and professionally finished:
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Premium ceramic mugs with a glossy, durable finish.
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Brilliant photo magnets (63.5 × 63.5 mm) with vivid color and shine.
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High-quality ornaments designed to preserve your most special memories.
Every product is handcrafted with attention to detail and care.
4. Do you accept returns or exchanges?
Because our items are personalized and made-to-order, we do not accept returns or exchanges, unless your product arrives damaged or defective.
Each order is carefully inspected before shipment, but if there’s any issue, please contact us immediately at:
📧 info@luxememoryco.com
Non-Personalized Products:
If we ever offer standard, non-personalized items, they may be returned within 30 days of delivery, provided they are unused and in their original packaging.
Please note:
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Original shipping fees are non-refundable.
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Customers are responsible for return shipping costs, unless the item arrived damaged or defective.
5. What should I do if my order arrives damaged?
If your order arrives damaged or defective, please contact us within 7 days of delivery.
Send us an email with clear photos of the item and your order number to:
📧 info@luxememoryco.com
We’ll gladly send you a replacement at no additional cost or provide another suitable solution as soon as possible.
6. Can I change my photo or text after placing the order?
If production hasn’t started yet, we can update your photo, name, or text.
Once the order has entered production, we’re unable to make any further modifications.
7. Do you ship internationally?
Currently, we ship only within the United States, but international shipping will be available soon.
8. How can I contact you?
You can reach us at:
📧 info@luxememoryco.com
📍 430 Prairieview Dr L, Gillette, WY 82716, United States
We respond to most messages within 24 business hours.