Refund policy
RETURN & REFUND POLICY
Last updated: September 15, 2026
We want you to be happy with your order. Because Memory Vault offers a combination of made-to-order products and other specialty merchandise, return and refund eligibility depends on the type of product purchased and the reason for the request.
MADE-TO-ORDER AND PRINT-ON-DEMAND PRODUCTS
Many apparel items, hats, drinkware, journals, accessories, and other products sold by Memory Vault are produced specifically after an order is placed through our print and fulfillment partners.
Because these products are made to order, we generally cannot accept returns or exchanges for:
- Ordering the wrong size or color
- Changing your mind after the product has entered production
- Buyer’s remorse
- Preferences regarding fit when the item received matches the size ordered
- Other non-defective products produced according to the order submitted
Please review product descriptions, size information, colors, and other available specifications carefully before ordering.
DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS
If your order arrives damaged, contains a manufacturing defect, or you receive an incorrect item, please contact us within 30 days of delivery.
Please include:
- Your order number
- A brief description of the problem
- Clear photographs showing the issue
- Photographs of multiple affected items together when more than one item has the same problem, if applicable
After reviewing the issue, an eligible claim may result in a replacement, reprint, or refund at no additional charge.
You do not normally need to return a damaged or defective print-on-demand product unless we specifically request that you do so.
LOST OR MISSING ORDERS
If an order has not arrived by the expected delivery timeframe, please contact us within 30 days of the estimated delivery date so we can investigate the shipment with the fulfillment provider.
Delivery problems resulting from an incorrect or incomplete shipping address supplied during checkout may not qualify for a free replacement or refund. Additional production or shipping charges may apply if an order must be reproduced or reshipped.
MEMORY VAULT PRODUCTS NOT PRODUCED THROUGH PRINT-ON-DEMAND
Certain Memory Vault products, including some digital keepsakes, USB products, ornaments, power banks, specialty merchandise, or other products, may be produced or fulfilled separately from our print-on-demand merchandise.
If you experience a problem with one of these products, contact us within 30 days of delivery. We will review the circumstances and provide the appropriate replacement, refund, repair, or other resolution when applicable.
Customized, personalized, engraved, preloaded, or specially produced products may not be returnable for change-of-mind reasons once production has begun.
ORDER CHANGES AND CANCELLATIONS
Orders are often submitted to production shortly after they are placed. Once production has begun, we may not be able to change or cancel the order.
If you need to request a change or cancellation, contact us as quickly as possible. We cannot guarantee that a change or cancellation will be possible after an order has entered production.
REFUNDS
When a refund is approved, it will generally be issued to the original payment method. Processing times after a refund is issued may vary depending on your financial institution or payment provider.
Original shipping charges may not be refundable unless the refund results from a damaged, defective, incorrect, or otherwise eligible order.
INTERNATIONAL CUSTOMERS
Customers outside the United States may have additional consumer rights under the laws that apply in their country or region.
Nothing in this Return & Refund Policy is intended to limit or exclude rights that cannot legally be waived or restricted under applicable consumer protection law.
CONTACT US
If you have a problem with an order, please contact us before returning anything.
Memory Vault
Email: info@memoryvaultusb.com
Website: memoryvaultusb.com
Include your order number whenever possible so we can assist you more quickly.