Shipping, Returns, and Exchanges

Shipping Policies

• Handcrafted Just for You

  At Jenni-Jo and Mike's Custom Memories, every piece is proudly handcrafted in the USA with care, creativity, and attention to detail. We don't mass produce our products—each item is individually made especially for you, making every order as unique as the memories it celebrates.

  Because every order is custom created, we rarely have items that are ready to ship immediately. Instead, we take the time needed to ensure your keepsake is made with the quality and craftsmanship you deserve.

  After your order is placed, you'll receive an email with an estimated completion date. Unless otherwise noted, the production timelines listed below apply to the items shown.

  • Pens - are generally completed 14 days from time of order

  • Personalized Pen Boxes - are generally completed 7 days from time of order

  • Acrylic Engraved Sheets - are generally completed 7 days from time of order

  *Please keep in mind that the production times listed are general estimates and may vary. While we always strive to complete every order as quickly as possible without compromising quality, production times may be longer during busy seasons, holidays, or periods of high order volume.

  We truly appreciate your patience and understanding as we carefully handcraft each item. Our goal is to create a keepsake you'll love for years to come, and we believe that exceptional craftsmanship is always worth the wait.

• Shipping

  Most orders are shipped via USPS Ground Advantage, which includes tracking so you can follow your package every step of the way.

  Shipping costs are calculated using the current USPS Ground Advantage rates and are based on the size, weight, and destination of your order. If your order requires a different shipping method due to its size or special handling needs, we will let you know before your order ships.

• Your shipment will be sent to the provided shipping address. If you notice any errors in the address, please inform us right away. Once the order is with the carrier, we cannot ensure or take responsibility for deliveries to an incorrect address.

• We are not responsible for shipping carrier delays regardless of the level of shipping you choose. However, if you are experiencing a delay, please do not hesitate to reach out to us as soon as possible, and we will do our best to assist you in resolving any issues related to your order in a timely manner.

• As we assist you in finding a misplaced package, we cannot take responsibility for any errors made by the shipper. If your package looks damaged, we recommend either not accepting it or refusing it. Please take photographs of any information you have and send it to designs@jenni-joandmikescustommemories.com

• If a package is sent back due to the buyer giving an incorrect address or failing to collect the package after a delivery attempt, no refund will be granted. The buyer must cover the shipping costs again before the order can be shipped once more.

Cancellation, Return and Exchanges

• Cancellations

  You must request a cancellation within 2 days of initial order. A refund will be issued to the same account from which the product was purchased.

  No order can be cancelled once it has been shipped.

• Returns

  Due to the nature of our products, certain items cannot be returned. Any item that has been customized, personalized, or modified in any manner is not eligible for return. The buyer is responsible for shipping costs. This includes the cost to send the item to us and the shipping cost to send the exchanged item back to you.

• Exchanges

  We dedicate significant time and effort to ensure that your product is the highest quality possible. However, mistakes can occasionally happen. If you discover any inaccuracies, please reach out to us within 3 days of receiving your purchase, including images and a description of the issue. We will collaborate with you to devise the best course of action; repairs or replacements may be granted at our discretion. Please be aware that color variations are not eligible for return. Additionally, a sizing issue is not eligible for return if the product size matches what was discussed in the order details.