Shipping policy

Last updated: October 25, 2026

The short version

  • Free standard shipping within the United States and Canada
  • Engraved and personalized pieces ship within 2 to 5 days
  • All other pieces have a faster total delivery estimate, counted from your order (see Estimated delivery below)
  • Tracking is provided when your order ships
  • For engraved and personalized pieces, delivery estimates begin after your order has shipped
  • We do not currently offer expedited shipping
  • Canadian orders may be subject to taxes, duties, brokerage, or other carrier/import fees not collected at checkout

Where we ship

We currently ship to:

  • United States
  • Canada

We do not currently offer local pickup.

Processing time

Engraved and personalized pieces ship within 2 to 5 days.

This is the processing time before your order leaves for delivery. It is separate from carrier transit time.

All other pieces are usually prepared within 1 to 2 business days. Their processing time is already included in the total delivery estimate below.

Once your order ships, you will receive a shipping confirmation with the carrier and tracking information.

Estimated delivery

Engraved and personalized pieces

Delivery estimates begin after your order has shipped. Estimated carrier transit times are:

  • United States: approximately 2 to 7 business days
  • Canada: approximately 10 to 30 business days

All other pieces

These pieces have a faster total delivery estimate, counted from the day you place your order and including processing and transit:

  • United States: approximately 3 to 8 business days
  • Canada: approximately 4 to 8 business days

Orders with different kinds of pieces

In Canada, each product page shows the delivery estimate that applies to that piece. Pieces in the same order may arrive in separate packages. For the complete order, allow for the longer estimate.

These are estimates, not guaranteed delivery dates. Holiday delivery is not guaranteed.

Delivery may take longer because of circumstances outside our reasonable control, including:

  • carrier delays
  • severe weather
  • holidays
  • customs processing
  • address issues
  • other transportation or delivery disruptions

If you have questions about an order that has already shipped, contact us with your order number and we will review the available tracking information.

Canadian orders: taxes, duties, and carrier fees

Orders to Canada are international shipments.

Canadian orders may be subject to taxes, duties, brokerage, or other carrier/import fees that are not included in our prices or free standard shipping.

Any applicable charges that are not collected at checkout are the responsibility of the recipient, where permitted by applicable law.

These charges, if any, can vary based on the product, shipment value, country of origin, carrier, and current Canadian customs requirements.

Because these charges are determined by government authorities or carriers, we cannot guarantee the amount in advance.

Address changes

Please review your shipping address carefully before completing your order.

If you need to request an address change, contact us as soon as possible, ideally within 1 hour of ordering.

We will do our best to help, but address changes are not guaranteed once production, packing, or fulfillment begins.

We ship to the address provided with the order unless we confirm a change before fulfillment.

Incorrect or incomplete addresses

Please make sure your shipping address is complete and accurate before placing your order.

If a package is affected or returned because of an incorrect or incomplete customer-provided address, contact us and we will review the available next steps.

Additional shipping costs may apply if reshipment is requested.

Tracking

Tracking is provided when your order ships.

Your shipping confirmation will include the carrier and tracking information.

Carrier tracking may occasionally take time to begin updating or may pause between scans.

Tracking says delivered, but the package is missing

If tracking shows your package as delivered but you cannot find it:

  1. Check with members of your household.
  2. Check around the delivery location where the carrier may have left the package.
  3. Check with nearby neighbors, your building office, front desk, or mailroom when applicable.
  4. Allow up to 2 days in case the carrier marked the package delivered before final delivery.

If the package is still missing, contact us with your order number.

We will review the available tracking information and help determine the appropriate next step, including a carrier inquiry when available.

Tracking has stopped updating

Carrier tracking can occasionally pause between scans.

If your tracking has not updated for an extended period, contact us with your order number.

We will review the available shipping information and help determine the appropriate next step.

Returns and order problems

Eligible non-personalized pieces may be returned within 14 days of delivery when they meet the conditions in our Refund Policy.

Personalized pieces are final sale for change of mind.

We do not offer exchanges.

If an item arrives damaged, defective, incorrect, or with an engraving error we made, please report it within 14 days of delivery.

These time limits and conditions do not limit any rights you have under applicable consumer protection laws.

Review our complete Refund Policy:

https://memorythatlasts.com/policies/refund-policy

To start an eligible return or report an order problem:

https://memorythatlasts.com/pages/report-a-problem

Please do not mail anything before receiving approval and return instructions.

The appropriate return address is provided privately after an eligible request is approved.

Contact us

For general shipping questions or help with tracking, contact us at:

https://memorythatlasts.com/pages/contact

We typically respond within 1 to 2 business days.

The Memory That Lasts Team