Return, Exchange & Refund Policy

At Kinfolk Keepsake, each puzzle is created to celebrate the stories, traditions, and moments that connect us. We want you to be happy with your purchase and confident when ordering from us.

Because our puzzles and related products are produced specifically for each order, all sales are generally final. However, if your order arrives damaged, defective, incorrect, or with a manufacturing issue, we are happy to make it right.

Returns

Because Kinfolk Keepsake products are made to order, we do not accept returns for:

• Change of mind or buyer’s remorse

• Ordering the wrong product or quantity

• Preference regarding colors, image appearance, or other non-defective product characteristics

• Items that have been opened, used, assembled, or damaged after delivery

• Delivery delays outside of our control

This policy does not limit any rights you may have under applicable consumer protection laws.

Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, misprinted, missing components, or you receive the wrong item, please contact us within 7 days of delivery.

Please include:

• Your name

• Order number

• A brief description of the issue

• Clear photos of the product, packaging, and shipping label when applicable

Once the issue has been reviewed and approved, we may provide a replacement or refund, depending on the circumstances.

You will not be required to return a damaged or defective item unless we specifically request it.

Exchanges

We do not offer traditional exchanges because our products are made to order.

If you received an incorrect or defective product, please contact us so we can determine the appropriate replacement or resolution.

Refunds

Approved refunds will be issued to the original payment method.

Please allow your bank or credit card company additional processing time after a refund has been issued. Processing times vary by financial institution.

Original shipping charges are generally non-refundable unless the refund is being issued because of an error, defect, or other problem for which Kinfolk Keepsake is responsible.

Order Cancellations & Changes

Orders are submitted for production shortly after they are placed.

If you need to cancel your order or make a change, please contact us as soon as possible after ordering. We will make every effort to accommodate your request, but we cannot guarantee cancellations or modifications once production has begun.

Once an order has entered production, it cannot normally be canceled or changed.

Shipping Issues & Lost Packages

If your package appears to be lost in transit or has not arrived within the expected delivery window, please contact us so we can review the shipment.

If tracking shows that a package was delivered but you cannot locate it, we recommend checking with household members, neighbors, your local carrier, and the delivery location listed on the order. Please also contact us if additional assistance is needed.

Orders shipped to an incorrect address provided during checkout may not qualify for a replacement or refund. Please review your shipping information carefully before completing your purchase.

Returned or Undeliverable Packages

If a package is returned because of an incorrect or incomplete address, refusal of delivery, or another issue unrelated to a Kinfolk Keepsake error, additional shipping charges may apply if the customer requests reshipment.

Digital Products & Gift Cards

Digital products, downloadable items, and gift cards, if offered, are non-refundable except where otherwise required by law.

Contact Us

If you have a problem with your Kinfolk Keepsake order, please contact us through the Contact Us section of our website and include your order number.

We genuinely want every Kinfolk Keepsake order to arrive ready to become part of your story, and we will work with you to resolve qualifying order issues as quickly as possible.

Kinfolk Keepsake
The Story Is Ours.