🛡️ 100% Replacement Guarantee

To honor your memory with purpose and reduce waste, every memorial is made to order. Because each piece is custom-crafted on-demand, we do not handle traditional returns. Instead, we offer a hassle-free solution focused entirely on your satisfaction.

Our 90-Day Promise
If your order arrives and doesn't meet your expectations, here is how we make it right:

• Damaged or Incorrect Items: You have 90 full days to inspect your memorial. If there is a defect, damage, or we made a mistake, we will replace it 100% free of charge. No need to ship the piece back to us; no stress, no extra fees. 
• Not What You Expected? If you aren't feeling that deeply personal connection for any other reason, please reach out to us. While we don't process physical returns, our team is dedicated to finding a custom solution for you to ensure your experience with us is peaceful and brings you comfort.

How to Start a Claim

1. Contact us at support@thesoulkeep.com within 90 days of receiving your item.
2. Provide a photo of the issue or the product you received.
3. Get a resolution: Our team will carefully review your request and get back to you within 24–48 hours with a solution that brings comfort to your heart.

🍃 Note: By placing an order with The Soul Keep™, you help us reduce our carbon footprint by avoiding unnecessary return shipping. 

📦 Optional**
Package Protection Terms & Conditions

We offer optional Package Protection at checkout to give you extra peace of mind. This protection extends our standard Remake Policy to cover unexpected shipping issues.

What Package Protection Covers:

• Stolen or Misplaced Orders: If your tracking status shows "Delivered" but you have not received your package, Package Protection covers a free replacement. (Note: Standard orders without Package Protection are not eligible for remakes if tracking confirms delivery).

Important Conditions & Claim Limits:

• Replacement Only: Package Protection covers a single replacement order (remake). It does not qualify for a monetary refund.

Filing Window:

• Earliest Claim: You can file a claim 2 business days after the package is marked as "Delivered" (this accounts for mail carriers that occasionally mark packages as delivered prematurely).
• Latest Claim: All claims must be submitted within 15 days of the marked delivery date.

Need help? Contact us at: support@thesoulkeep.com