Refunds & Shipping

Last updated: August 4, 2026

StoryVault keepsakes are personalized and made to order just for you, then printed and shipped by our print-on-demand partner, Printify. This policy explains how shipping works and when you can get a replacement or refund. It applies alongside our Terms of Service.

Made-to-order keepsakes

Because each keepsake is custom-made with your photo and words, it cannot be restocked or resold. For that reason, personalized keepsakes are generally not eligible for return or refund for buyer’s remorse or for choosing the wrong size, color, or option. Please review your design, size, and shipping details carefully before you pay.

Damaged, defective, or wrong items

We stand behind the quality of every keepsake. If your item arrives damaged, defective, or materially different from what you ordered (for example, a printing flaw or the wrong product), contact us within 30 days of delivery with your order details and a clear photo of the issue. We’ll arrange a free reprint/replacement or a refund, at no additional cost to you.

Mistakes in your design

If you notice a typo or the wrong photo after ordering, contact us as soon as possible. If the order has not yet gone into production, we’ll do our best to cancel or correct it. Once an item is in production it usually cannot be changed, and errors in the content you submitted may not be eligible for a refund — so please double-check your design at checkout.

Cancellations

You can request to cancel an order only before it enters production. Contact us right away at support@chimaura.com with your order details. Once production begins, the order can no longer be cancelled.

Shipping

• Production time. Keepsakes are made to order, which typically takes a few business days before they ship, followed by carrier transit time. Estimated delivery is shown at checkout (generally about 5–12 business days total for domestic orders, though this can vary by product and destination).
• Shipping cost. A flat shipping charge is shown as a separate line at checkout before you pay.
• Where we ship. We currently ship to the countries listed at checkout. Delivery times and costs vary by destination, and international orders may be subject to customs fees charged by your country.
• Address accuracy. Please make sure your shipping address is correct. We can’t be responsible for orders delayed or lost due to an incorrect address provided at checkout.

Lost or delayed shipments

If your order is significantly delayed or appears lost in transit, contact us and we’ll work with our print partner to track it down and make it right with a reprint or refund where appropriate.

Digital family book

Unlocking the downloadable family book is a one-time digital purchase and is generally non-refundable once it has been unlocked, since it is delivered immediately. If you run into a technical problem downloading or generating your book, contact us and we’ll help fix it.

How to request a refund or report a problem

Email us at support@chimaura.com with your order confirmation and, for a damaged or incorrect item, a photo of the problem. Approved refunds are issued to your original payment method through Stripe; it may take a few business days for the refund to appear.