Crafted Memories Shipping Policy

Shipping Coverage

1.1 Domestic Shipping (United States)

We ship throughout the United States, including:

• All 48 contiguous states
• Alaska and Hawaii (shipping quoted separately, see Section 4.3)
• U.S. territories such as Puerto Rico, Guam and the U.S. Virgin Islands (shipping quoted separately, see Section 4.3)

1.2 International Shipping

We currently ship only within the United States. We hope to offer international shipping in the future and will update this policy when available.

If you are located outside the United States and would like to be notified when international shipping becomes available, please contact us to join our waiting list.

Processing & Production Time

Because all albums are custom-made to order, processing times vary based on project complexity and customer responsiveness.

2.1 Typical Production Timeline

Typical Total Time: about 4-6 weeks at a normal pace, from the time we receive your photos to delivery. Projects take longer when review and revisions take more time.

This includes:

Phase 1: Design Preparation

• Timeline: 1-2 weeks
• What happens: Initial consultation, album layout design, photo organization, and first proof preparation

Phase 2: Customer Review & Revisions

• Timeline: 1-2 weeks (customer-dependent)
• What happens: Customer reviews proofs, requests revisions, approves final design
• Note: This phase depends entirely on how quickly you review and approve proofs

Phase 3: Printing & Production

• Timeline: 2-3 weeks
• What happens: Album printing, binding, quality control inspection, packaging

Phase 4: Shipping

• Timeline: 3-7 business days (U.S. standard shipping)
• What happens: Transit from our facility or printing partner to your address

2.2 Factors Affecting Timeline

Production times may vary based on:

• Design complexity – More pages, intricate layouts, or restoration work take longer
• Customer proof approval time – Delays in reviewing/approving proofs extend timelines
• Printing partner schedules – Peak seasons (holidays, wedding season) may cause delays
• Revision rounds – Multiple revision requests extend design phase
• Material availability – Special paper types or binding materials may require additional time
• Order volume – High-demand periods may extend production times

2.3 Rush Processing

Each album receives careful attention to detail, and we cannot compromise quality for speed. We appreciate your understanding and patience as we create your album with care.

2.4 Order Status Updates

You will receive email updates at key milestones:

• ✅ Order confirmation and deposit received
• ✅ Design work has begun
• ✅ First proof ready for review
• ✅ Final proof approved – printing begins
• ✅ Album shipped with tracking information

Shipping Methods & Carriers

We use trusted, reputable shipping carriers to ensure your album arrives safely.

3.1 Carriers We Use

Primary Carriers:

• USPS (United States Postal Service) – Priority Mail, Priority Mail Express
• UPS (United Parcel Service) – Ground, 2nd Day Air, Next Day Air
• FedEx – Ground, Express Saver, 2-Day, Overnight

Carrier selection is based on:

• Destination and delivery speed
• Package size and weight
• Cost-effectiveness
• Service availability in your area

3.2 Shipping Service Levels

Standard Shipping:

• Estimated delivery: 5-7 business days after shipment
• Carriers: USPS Priority Mail, UPS Ground, FedEx Ground
• Tracking: Included
• Insurance: Included up to album value
• Cost: Flat rate within the contiguous U.S. (see Section 4)

Expedited Shipping (if available):

• 2-3 Day Shipping: Available for select orders
• Overnight Shipping: Available for select orders (subject to availability)
• Billed at the actual carrier cost – contact us for a quote

3.3 Signature Requirement

For your protection, high-value orders ($500+) may require a signature upon delivery.

This ensures:

• Your album is delivered to the correct recipient
• Proof of delivery is documented
• Protection against porch theft or lost packages

If you will not be available to sign:

• Arrange for someone to receive the package
• Provide delivery instructions to the carrier
• Contact the carrier to arrange a pickup location

Shipping Costs

Standard shipping within the contiguous United States is a simple flat rate, paid together with your final balance, so your album can ship as soon as it is ready.

4.1 Flat-Rate Shipping (Paid With Your Final Balance)

• Family Photo Book: $25 per book
• Premium Album: $50 per album

Flat rates are per item and include standard tracked shipping and carrier insurance to any address in the 48 contiguous states. Shipping is added to the final balance invoice you pay after approving your design and before your album goes to print.

4.2 Pay-Later Option (Actual Carrier Cost)

If you prefer not to prepay shipping with your final balance:

1. Album completion: Your album is printed, inspected and packaged.
2. Invoice sent: You receive a shipping invoice by email for the actual carrier cost.
3. Payment required: Shipping must be paid before the album ships.
4. Shipment: Your album ships within 1-2 business days of payment.

4.3 Alaska, Hawaii, U.S. Territories & Expedited Shipping

Shipments to Alaska, Hawaii and U.S. territories, and any expedited service (2-3 day or overnight), are billed at the actual carrier cost. We will quote the price before your album ships.

4.4 Who Pays Shipping Costs?

Customers are responsible for shipping charges unless:

• We caused a manufacturing defect requiring a reprint (we pay return & reshipping)
• We made a significant production error (we pay reshipping)
• A promotional offer includes free shipping

What counts as a production error: the printed album clearly differs from the final design you approved, for example the wrong cover, missing or out-of-order pages, or photos that are not in your approved design.

What does not: small, reasonable variations that are normal in custom printing, such as slight color differences between your screen and the printed page or minor trim variation, and anything that was visible in the design you approved.

4.5 Sales Tax

Applicable state and local sales taxes will be added to your order total at checkout or invoicing, as required by law.

Packaging & Handling

We take great care to package your album securely for safe transit.

5.1 Our Packaging Process

Every album is:

• Wrapped in protective material – Bubble wrap, tissue paper, or foam
• Placed in a sturdy box – Double-walled corrugated cardboard
• Secured with padding – Packing peanuts, air pillows, or crumpled paper
• Sealed and labeled – Tamper-evident tape, fragile stickers, handling instructions
• Insured for full value – Carrier insurance included

5.2 Complementary Packaging Items

Depending on your order, we may include:

• Branded presentation boxes or bags (if part of your order)
• Care instructions for your album
• Receipt or invoice
• Thank you note

Order Tracking

You will receive tracking information once your album ships.

6.1 Tracking Information Provided

After shipment, you will receive an email containing:

• Tracking number
• Carrier name (USPS, UPS, FedEx)
• Estimated delivery date
• Link to track your package online

6.2 Tracking Updates

• First scan: 24-48 hours after shipment (carrier pickup)
• In-transit updates: As package moves through carrier network
• Out for delivery: Morning of delivery day
• Delivered: Confirmation with date, time, and location

6.3 Tracking Not Updating?

If tracking information hasn't updated in 3-4 days:

1. Wait 24 more hours – sometimes scans are delayed
2. Contact the carrier directly using your tracking number
3. Contact us at info@craftedmemories.us if issues persist

Delivery & Receipt

7.1 Delivery Locations

Albums can be shipped to:

• ✅ Residential addresses
• ✅ Business addresses
• ✅ P.O. Boxes (USPS only; some size restrictions apply)
• ✅ Package lockers or pickup locations (carrier-dependent)

7.2 Delivery Attempts

If you're not home when delivery is attempted:

• Carrier will leave a delivery notice
• Package may be redelivered the next business day
• You may be able to pick up at a carrier facility
• After 3 attempts, package may be returned to sender

7.3 Inspect Your Package Upon Arrival

Check for:

• ✅ Visible damage to the box (crushed, torn, wet)
• ✅ Signs of tampering or opened seals
• ✅ Correct recipient name and address

If you notice damage:

• Take photos immediately (before opening)
• Document all damage (box exterior, interior, contents)
• Keep all packaging materials
• Contact us within 48 hours (see Section 8)

Delivery Issues & Claims

8.1 Damaged Packages

If your album arrives damaged during shipping:

Your Responsibility:

• Report within 48 hours of delivery
• Email info@craftedmemories.us with subject: "Shipping Damage – Order #[Your Order Number]"
• Provide clear photos of:
  • Damaged album
  • Shipping box (exterior and interior)
  • Packing materials
  • Shipping label
• Keep all packaging materials until claim is resolved

Our Response:

1. Review your damage claim within 2 business days
2. File insurance claim with carrier (if applicable)
3. Determine if reprint is warranted
4. If approved, reprint and ship replacement at no cost to you

8.2 Lost or Missing Packages

If tracking shows delivered but you never received the package:

Steps to Take:

1. Check everywhere:
   • Front porch, back door, side entrance
   • Mailbox or package box
   • With neighbors (sometimes misdelivered)
   • Building office or reception (apartments/businesses)
   • Garage, bushes, or hidden locations
2. Wait 24 hours – sometimes "delivered" scans are premature
3. Contact the carrier directly with tracking number
4. Contact us at info@craftedmemories.us if not resolved

Our Response:

• We will verify delivery status with carrier
• We will initiate carrier investigation if necessary
• If confirmed lost, we will file insurance claim
• We will reprint and reship at no cost to you (if claim approved)

8.3 Stolen Packages (Porch Theft)

What You Can Do:

• File a police report (local law enforcement)
• Contact carrier to verify delivery location
• Check with neighbors or building management
• Review security camera footage (if available)

What We Can Do:

• Provide delivery confirmation and proof of shipment
• Assist with carrier investigation
• Offer to reorder at a discounted rate (case-by-case)

Customer Responsibilities

9.1 Accurate Shipping Address

You are responsible for providing a complete and accurate shipping address.

Your address must include:

• ✅ Full recipient name
• ✅ Street address (no P.O. Box for UPS/FedEx – USPS only)
• ✅ Apartment, unit, or suite number (if applicable)
• ✅ City, State, ZIP code
• ✅ Phone number (for carrier contact)

9.2 Address Verification

Before we ship, please verify your address is correct. We will send a confirmation email with your shipping address – please review it carefully!

9.3 Incorrect Address Consequences

If an order is undeliverable, returned, or requires reshipping due to an incorrect address you provided:

• You are responsible for reshipping fees
• You must pay for return shipping costs (if applicable)
• Additional production charges may apply if reprinting is required
• Delays will occur while we reship

9.4 Availability for Delivery

You are responsible for being available to receive the package or arranging for someone to accept delivery.

If a package is returned to sender because you were unavailable, refused delivery, or the address was inaccessible, you are responsible for reshipping fees and additional delays will occur.

Shipping Delays

10.1 Delays Beyond Our Control

We are not responsible for shipping delays caused by:

• Carrier issues: Mechanical breakdowns, lost packages, routing errors
• Weather events: Storms, hurricanes, snow, floods, extreme temperatures
• Natural disasters: Earthquakes, wildfires, tornadoes
• Carrier strikes or labor disputes
• Pandemics or public health emergencies
• Incorrect address provided by customer
• Customer unavailability for delivery
• Force majeure events beyond our reasonable control

10.2 What We Will Do

• Monitor tracking and keep you informed
• Contact carriers to investigate delays
• Work to resolve issues as quickly as possible
• Communicate expected new delivery dates

10.3 What We Cannot Do

For time-sensitive orders, please plan ahead and allow extra time for potential delays.

Holidays & Peak Seasons

11.1 Holiday Shipping Delays

Shipping may take longer during:

• Holiday seasons (Thanksgiving, Christmas, New Year's)
• Wedding season (May-October)
• Peak shopping periods (Black Friday, Cyber Monday)

Carriers experience high volume during these times, which may cause delays.

11.2 Planning for Holidays

We cannot guarantee delivery by specific dates, but we will do our best to accommodate your timeline.

Refused or Unclaimed Packages

12.1 If You Refuse Delivery

If you refuse delivery of your album:

• The package will be returned to sender
• You are responsible for return shipping costs
• You are responsible for reshipping fees if you want the album re-sent
• Original shipping costs are non-refundable
• No refund will be provided (custom product, final sale)

12.2 Unclaimed Packages

If your package is unclaimed (not picked up after delivery attempts), the carrier will return it to sender after their holding period (typically 5-15 days). You are responsible for reshipping fees, and original shipping costs are non-refundable.

12.3 Why You Might Need to Refuse

If your package arrives visibly damaged, you may refuse delivery to protect your interests. The carrier will document the damage — contact us immediately so we can file a claim and work with you to reprint and reship.

Multiple Items or Albums

13.1 Shipping Multiple Albums

If you order multiple albums, they may ship together in one box (cost-effective) or separately (if produced at different times). Separate tracking numbers will be provided for each shipment.

13.2 Split Shipments

If your order ships in multiple packages, you will receive separate tracking numbers for each, and packages may arrive on different days. All items must be delivered before we consider the order complete.

Insurance & Liability

14.1 Included Insurance

All shipments include carrier insurance up to the album's declared value. This protects against lost packages, damaged packages during transit, and stolen packages (if carrier confirms theft during delivery).

14.2 Filing Insurance Claims

If needed, we will file insurance claims on your behalf — providing proof of value and shipment documentation, and working with the carrier to resolve claims. Claims may take 2-4 weeks to process; if approved, we will reprint your album at no cost.

14.3 Our Liability Limitations

Once your album is shipped:

• Risk of loss transfers to you upon delivery
• We are not liable for carrier delays, loss, or damage beyond insurance coverage
• We are not liable for stolen packages after confirmed delivery
• Our maximum liability is limited to the album's purchase price

Contact Us for Shipping Questions

If you have questions about shipping, delivery, or tracking:

For Shipping Issues:

Shipping Damage: Subject "Shipping Damage – Order #[Your Order Number]", include photos of damage, packaging, shipping label.

Lost or Missing Package: Subject "Missing Package – Order #[Your Order Number]", include tracking number, delivery address.

Tracking Questions: Subject "Tracking Inquiry – Order #[Your Order Number]", include tracking number, carrier name.

Address Change Request: Subject "Address Change – Order #[Your Order Number]", include original address, new address.

Response Time: We aim to reply to shipping inquiries within 24 hours on business days.

Changes to This Policy

We reserve the right to update this Shipping Policy at any time. Changes will be effective immediately upon posting.

• The "Last Updated" date at the top indicates when changes were last made
• Continued use of our services after changes constitutes acceptance
• We recommend reviewing this policy before each order

Related Policies

This Shipping Policy should be read together with:

• Refund Policy – Cancellations, refunds and damaged albums
• Terms and Conditions – Complete terms of service
• Legal Disclaimer – Limitations of liability
• Photo Album FAQ – Quick answers about pricing, timelines and shipping

All policies are listed on our Legal & Policies page.