At Memento and Thread, our products are made to order. This means your item is produced specifically for your order rather than being pulled from pre-existing inventory.
Please review the following information regarding processing, shipping, and delivery before placing your order.
Order Processing & Fulfillment
Because our products are made to order, each order requires time for production and fulfillment before it can be shipped.
Processing times may vary depending on the product, order volume, and fulfillment requirements. Processing time is separate from the time your package spends in transit.
Once your order has shipped, you will receive a shipping confirmation with tracking information when available.
Shipping & Delivery
Available shipping methods and estimated delivery information will be displayed at checkout when available.
Delivery times may vary depending on your location, shipping method, carrier, weather conditions, holidays, and other circumstances outside of our control.
Please keep in mind that estimated delivery dates are estimates and are not guaranteed arrival dates.
Tracking Your Order
When tracking information is available, it will be included in your shipping confirmation email.
Please allow time for the carrier to update tracking information after your shipping confirmation has been sent.
Shipping Addresses
Customers are responsible for providing a complete and accurate shipping address when placing an order.
Please review your shipping information carefully before completing checkout.
If you notice an error in your shipping address after placing your order, please contact us as soon as possible. We will make reasonable efforts to update the address before the order enters production or ships, but we cannot guarantee that changes will be possible.
Memento and Thread cannot guarantee replacement or reimbursement for orders delivered to an incorrect address provided by the customer.
Lost, Delayed, or Missing Packages
If your package appears to be lost, significantly delayed, or marked as delivered but you cannot locate it, please contact us so we can help investigate the shipment.
In some cases, we may ask you to contact the shipping carrier or confirm your delivery information as part of the investigation.
A package being marked as delivered does not automatically qualify an order for a refund or replacement. Each situation will be reviewed individually.
Damaged Packages
If your order arrives damaged, please contact us as soon as possible.
Include your order number and clear photographs of the packaging and damaged item so we can review the issue.
For information regarding defective, misprinted, or incorrect products, please see our Return & Refund Policy.
Shipping Charges
Shipping costs, when applicable, are calculated and displayed at checkout before you complete your purchase.
Original shipping charges are generally non-refundable unless otherwise stated in our Return & Refund Policy or required by applicable law.
Contact Us
If you have questions about your shipment or experience an issue with delivery, please contact us through our Contact Uspage.
For questions about an existing order, please include your order number so we can assist you as quickly as possible.