Return to Help Index
|04Can I Order by Mail?|
Use the form found here: Order Form PDF
Attn: Mail Orders
PO Box 542
Ironton, MN 56455
|07Can I send a kit directly to my friend as a gift?|
Any order can be sent to a separate shipping address as long as you provide an accurate billing address when paying by credit card.
To send to an alternate address: When you are first filling out the order information during checkout, use your billing address. Then, if you would like to send your purchase directly to another address, in the "Shipping Information" section select "a different address." Orders cannot be split between two addresses; the entire order will be sent to the shipping address only.
We do not offer gift wrapping at this time because various items may ship from alternative warehouses. However, you may put a gift message in the "order comments" section at checkout. The packing slips never include price information.
|01How do I create an account?|
|1) Click the "My Account / Order Status" link at the top right side of our site.
2) Enter your email address.
3) Select "I am a new customer".
|02How do I edit my account information?|
|Click the "My Account / Order Status" link at the top right hand side of our site to edit your account information.|
|06How much is my shipping?|
|Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.|
|01I forgot my password.|
|Click the "My Account / Order Status" link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password.|
|09How do I return my product?|
Errors and Damaged Items
Please report damaged items or order errors within 7 days of receipt. We will correct the problem as soon as possible. When necessary, replacement items will be sent via the same carrier and speed as the original shipment.
Other Refunds & Returns
We offer a 30 day return policy for unopened items and unused kits. Please contact us Via Email within 30 days of receipt to obtain an RA number (Return Authorization) and return instructions. Once the package has been received by Casting Keepsakes, we will issue a refund for the original purchase price of the product. Please note, the package must be in our warehouse within 60 days from the date of purchase or we may be unable to process a refund. In the unusal case that the return is late and a refund to the credit card is not possible, store credit will be offered.
Important Return Notes:  Shipping costs are nonrefundable.  There is a 15% restocking fee for returns on orders that qualified for free shipping (either via a coupon code or other special offers).  All refunds will be credited back in the the exact same manner in which the original charge was made.  Packages that are sent back without prior notification, sent back as refused, or returned by the carrier due to a nondeliverable address, will neither be automatically reshipped nor refunded. You will need to contact us to make new arrangements for your package.
Keepsake Guarantee / Replacement Policy
We want you to feel confident with your purchase at Casting Keepsakes(TM) and we hope that with our unique guarantee we can accomplish just that!
If for some reason your Life Casting or Clay Keepsake does not "turn out" well when using one of our complete kits, Contact Us for replacement materials. All we require is a short explanation and, if possible, a digital or scanned photo of whatever results you have so that we can help determine what went wrong.
For U.S. orders, we will replace the powders needed to create your one-of-a-kind keepsake at no additional cost to you.* Please be sure to provide your order number with your request (or full name and address if you do not know your order number).
*A one-time replacement of a single set of powders not to excede those included in a complete kit will be sent in one shipment (via standard ground) at no additional charge to U.S. customers. [International customers will need to provide the shipping fees.]
*The above replacement policy does not include kits or materials that originated from the Case Packs, Party Packs, Bulk Materials or Belly Cast Kit categories. It does, however, include any complete kits purchased from our ebaY store.
*Any and all replacement requests must be made within 35 days from the original date of purchase.
|08I received the wrong product.|
|If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product.|
|05When will my order ship?|
|With rare exception, in-stock items ordered with Standard Ground as the shipping method will ship within 1-2 business days. If a day specific shipping method is chosen (Next Day, 2nd Day, etc), the order will ship the same day if placed before 2pm CST. If the order is placed after 2pm, it will ship the next business day. Please see each individual item page for more information on the availability of the item. Once your order has shipped, you will receive a shipment confirmation email that includes the tracking information. Also, after placing your order, you may check the status of your order at any time by clicking on the "My Account / Order Status" link at the top right hand side of our site.|