Thank you for visiting shopmemento.com! Please read through our Policies below before placing an order. By purchasing from Memento you are agreeing to the Terms and Conditions listed below and you are bound to them.
Memento has the right to change these Terms and Conditions at any time without notice.
The following describes the privacy policies that you accept when visiting the Memento website.
Security: We work to protect the security of your information by using Secure Sockets Layer (SSL) certificate, encryption software that protects any information you put into our site. It is important for you to protect against unauthorized access to your password and to your computer. Be sure to sign off when finished using a shared computer.
Information You Provide: We receive and store any information you enter on our website or give us freely in any other way. We use the information that you provide for responding to your requests and communicating with you. You provide this information when you search our site, buy a product, participate in a contest, or communicate with customer service. Information is also stored when you provide information in Your Account; when you communicate with us through phone, email, or chat; when you compile Wish Lists; provide reviews on products; or sign up for our newsletter. Through this, you might supply us with information such as your name, address, and phone numbers, credit card information, and people to whom purchases have been shipped (including addresses and phone numbers).
Information from Other Sources: We receive and store information about you from other source. For example, we may receive information about search results and links, including paid listings, from third party SEO websites or Google analytics.
As you browse www.shopmemento.com advertising cookies will be placed on your computer so that we can understand what you are interested in. Our advertising programs enables us to present you with retargeting advertising on other sites based on your previous interaction with www.shopmemento.com. The techniques our partners employ do not collect personal information such as your name, email address, postal address or telephone number. Memento understands that each customer cares about how their information is used and shared.
Sharing Your Information: Memento does not share the information we collect with any other company, except in certain instances when we employ other companies to perform functions on our behalf. This includes delivering packages, sending postal mail and e-mail, analyzing data, providing marketing assistance, providing search results and links, and processing credit card payments. They have access to personal information needed to perform their functions, but may not use it for other purposes. Additionally, we release personal information when complying with the law or protecting the rights of Memento, LLC.
Accessing Your Information: You are given access to information about your account for the purpose of viewing and updating that information. Examples of information you can easily access include information regarding recent orders; personally identifiable information (including name, e-mail, password, communications preferences, and address book); and shopping wish lists.
User Comments: We enjoy getting customer feedback about our products and website. However, any comments, feedback, notes, messages, ideas, suggestions or other communications sent to us shall be the exclusive property of Memento. Memento has the right to use, reproduce, disclose, publish and distribute any material you submit for any purpose whatsoever, without restriction and without compensation. For this reason, we ask that you not send us any comments that you do not wish for us to use, including any confidential information or any original creative materials.
If you have any concerns about your privacy on Memento, please Contact Us with a thorough description and we will try to resolve it.
Memento prides itself on being an online company dedicated to superior customer service. There are several methods through which a customer can contact us. The easiest way to contact us through the website is our Contact Us page. We recommend that customers fill out as much information on the page as they can whether it is required or not so that we have a full understanding of the issue.
Customers can also reach us through email at firstname.lastname@example.org. Please let us know your name, order number if you have one, and your concern and we will reply as soon as we are able. We prefer to work through messages and emails as we can send photos, confirm spellings and colors, and obtain written versions of what the customer wants for our records.
Customers can always also contact us through social media websites such as Facebook, Twitter, Pinterest, YouTube, or Instagram, or through one of our blogs for any questions.
Customers who have no access to email or who prefer to speak on the phone have the option of calling our customer service between the hours of 9 AM – 5 PM Eastern Standard Time from Monday to Friday. We recommend trying to contact us through one of the various methods above before calling us as we are better prepared to answer emails or private messages than phone calls. You can reach us at 404-583-3537. Please let us know your name, your order number (if applicable), and your question. It may take time for us to bring up your order, so be prepared for a short wait.
Changes, Cancellations, and Returns
Orders begin processing immediately after the “Pay for Order” button is clicked at checkout. Production time on an order is typically 7-10 business days. However, embroidery generally starts between 2-4 business days following the purchase. Changes to an order must be received within 24 hours of purchase to ensure that the embroidery has not already begun. Once the embroidery has started, changes cannot be made. Please Contact Us to request a change in the order. If your item is in stock at our shop and the color or size does not need to be ordered from one of our vendors we are able to start embroidering your item sooner.
Similar to the changes to an order, cancellations on an order must be completed before the embroidery on the product begins. Once the embroidery has started, cancellations cannot be made. In order to send us a cancellation request, please Contact Us and include your order number in the request. This does not guarantee the order will be canceled. If it is still possible to cancel, we will go ahead and fully refund the amount paid. You should receive the amount back into your bank account within a few days after the refund is approved, depending on your bank’s policies.
Due to the personalized nature of our products, we do not accept returns or exchanges unless a mistake is made on our part or the product was damaged prior to receipt. We make every effort to provide the best quality through attention to design, craftsmanship, and materials. We carefully inspect your order prior to shipment. If you are order a non personalized item you may return it in 14 business days. Please contact us prior to returning the item.
We guarantee the quality and craftsmanship of every product we sell and give opportunities to verify spelling and options throughout the ordering process. By making payment you are verifying that all information given is correct. Upon receipt, please inspect your purchase and notify us of any damage or mistakes. If a mistake was made on our part or if a product was damaged prior to receipt, we will make a replacement. However, we will not accept returns on personalized items that were verified with the customer or on items damaged through normal wear and tear.
Production and Shipping
All items are made to order and subject to a maximum 10 business day production time before shipping. Customers who wish to receive their order prior to the standard production time will be charged a $10 per item rush fee and must Contact Us for approval. Our ability to make a rush order is dependent on the volume of orders in our production queue and we have the right to refuse a rush order. We keep a large selection of colors and sizes in stock and order regularly from our suppliers. If we need to order the item that you need a rush on time may not allow for a rush option. We are happy to let you know a different color or size we do have in stock when you contact us about a rush need.
Shipping within the contiguous United States typically takes 2-5 business days to arrive after the standard production time of 10 business days. Shipments to Hawaii, Alaska, and the US Territories can take up to 10 business days for arrival and may incur additional fees. We use USPS and UPS for all of our shipments. Orders over $100 may require a signature by UPS, so be sure to send those packages to a location where someone will be available to sign. We offer the following domestic shipping methods:
USPS First Class Parcel Post (2-5 business days)
USPS Priority Mail (2-3 business days)
UPS Ground Mail (2-5 business days )
UPS Next Day Air (1-2 business days Guaranteed)
Memento Flat Rate $5 Shipping - you pay $5 regardless of the number of items you are purchasing. Memento pays the majority of the shipping in most of our orders that select the $5 flat rate. Shipping method will be the least expensive and are determined by weight and location. Memento Flat Rat $5 Shipping will be USPS First Class, USPS Priority Mail, or UPS Ground.
International orders take 3-21 business days for arrival depending on the shipping method chosen at checkout. Additional duty or taxes may be due upon receipt of international orders, please see the Taxes and Tariffs section below for more information. We offer the following international shipping methods:
International USPS First Class Parcel Post (10-21 business days)
International USPS Priority Mail (6-10 business days)
International USPS Express Mail (3-5 business days)
DHL International Shipping (1-5 business days)
Shipping cost is based on the weight of the order, destination, arrival speed, and packaging materials. If you would prefer to ship your order through a method not listed above, please Contact Us for the option.
Once the order has left our facility it is the responsibility of the carrier to ensure the arrival of the package. Risk or loss and title transfers to the customer once the package leaves our hands. If your package has not arrived but the tracking info says it was delivered, please contact the carrier to track the package.
Taxes and Tariffs
Due to the Internet Tax Freedom Act, companies selling over the Internet are subject to the same sales tax collection requirements as any other retailers. Internet retailers are generally required to collected taxes where they are physically located. As Memento is located in Georgia, we are required to collect Sales Tax on items sold and shipped within the state of Georgia at our 7% tax rate.
For those who are shipping their items internationally, their package may be subject to Customs tariffs depending on their country of origin’s laws on items purchased abroad. Under international law, Memento is required to label all of our international shipments as Merchandise on the Customs form. Any taxation is determined at the destination country’s Customs, and therefore it is not included in the shipping cost calculated by Memento. Customs policies vary widely from country to country, so contact your local customs office for more information.