Shipping policy

At glowing memory we are proud to offer all our customers free worldwide shipping. All orders generally take 2-3 days to be created and shipped.

Note: If there is an issue with your order (e.g. new pet photo needed), this understandably will extend your production time.

We also send all customers an artwork proof and ask for your approval before printing. So the faster you approve, the quicker we can ship!

All orders are shipped with tracking and you will receive your tracking number by email as soon as it's available.

 

SHIPPING TIMES

Shipping time varies by location. These are our estimates:

 

Max delivery time – 14 business days.

This doesn’t include our 2-3 day crafting and processing times. All shipping times exclude clearance/customs delays

 

ORDER CHANGES AND ACCURATE SHIPPING DETAILS

It is the responsibility of the customer to ensure that the shipping details are accurate and complete at the time of checkout. Incomplete or inaccurate shipping details may result in delayed processing or order cancellation. For system-detected address issues, our customer support team will send an email to verify your shipping details within 3 business days of your order being placed. If we do not receive a response within this time, we reserve the right to cancel your order.

If you notice an error in your shipping details, please email us at help@glowingmemory.com within 24 hours of placing your order. We will do our best to accommodate any changes, but we cannot guarantee that we will be able to

 

LOST OR STOLEN PACKAGES

We understand that it can be frustrating to experience lost or stolen packages during the shipping process. However, once we hand over the package to our courier partners, it is out of our control. In the event that your package is lost or stolen, please contact us at help@glowingmemory.com and we will do our best to assist you.

If your package is lost or stolen, we recommend that you reach out to the courier company directly to file a claim. Most courier companies have a claims process for lost or stolen packages, and they may require additional information from you to complete the process. We will also contact the courier company on your behalf to follow up on the claim and provide updates.

Please note that glowing memory is not responsible for lost or stolen packages during the shipping process, and these fall outside of our refund policy. However, we will do everything we can to assist you in resolving the issue. If the package is not found or delivered, we may offer a replacement, depending on the situation.

In some cases, the courier company may be able to locate the package and deliver it to you. However, if the package is not found, we recommend that you file a police report.

 

Please Note:

• We occasionally offer 'skip the queue artwork creation'. This shipping option speeds up your artwork creation, as we move your pet photo to the front of the queue for our artists. It does not speed up the courier's shipping time.

• If your order requires a new photo please understand that this will of course lengthen the production time.

• We allow a maximum of 2 days (48 hours) for customer artwork approval. If we do not hear from you in 48 hours, we will auto-approve and print your order.