FAQs

Five products have built-in text fields on the product page: the Family Name Established Framed Sign (family name up to 18 characters in capitals, plus an established year from 1900 to 2099), the Family Name Established Doormat (family name up to 16 characters in capitals, with an optional established year), the First Christmas in Our New Home Ornament (family name up to 16 characters and a year), the House Number & Street Coaster Set (house number up to 6 characters and street name up to 20 characters in capitals) and the In Loving Memory Name & Dates Framed Sign (name up to 24 characters, dates up to 21 characters and a closing line). Every other product arrives with the design shown on its page.

No. We do not send proofs or mockups before production. The live preview on the product page shows your text on the product photo as you type, and that is the version you approve when you add the item to your cart. Please read every letter and number slowly, perhaps out loud, before you check out. We print exactly what you type.

No. The fields are part of the product and there are no add-on prices. The price changes only with the options a product offers, such as size, and you will see that on the product page before you add it to the cart.

No. We do not accept photo uploads or artwork files. Personalization is limited to the text fields on the five products listed above, and every other design is fixed.

We cannot. We do not print trademarks, characters, logos or anything else that belongs to someone else, even when the order is a gift for a big fan. Your own family names, house details, dates and words are welcome. Our Intellectual Property Policy explains why.

If you are still inside the 24-hour change window, email us with your order number and the corrected text and we will fix it. Here is a typical case: someone orders the Family Name Established Framed Sign reading “THE CARTERS · EST. 2025” and realizes five hours later that the year should be 2024. That is well inside 24 hours, so we correct the year before production. After 24 hours the order may already be in production. Write to us anyway and we will help, and the 60-day return still applies. The Cancel or Change an Order page has the details.

Allow 1-3 business days for us to prepare the order and 7-14 business days in transit. Business days exclude weekends and public holidays. In practice, plan for roughly two to three and a half weeks from order to doorstep. The Shipping & Delivery page covers this in more detail.

We ship to the United States, Canada, Australia and New Zealand only. Shipping is free on every order, with no minimum spend and no code to enter. Orders ship from the USA.

We cannot guarantee a delivery date, but we can help you plan honestly. A family ordering the First Christmas in Our New Home Ornament in late November for a December gathering should allow up to about three weeks: 1-3 business days of preparation plus 7-14 business days in transit. If a date matters, email us before you order and tell us the date and the destination. We will give you a straight answer rather than a promise we cannot keep.

Please write to us first and include the date. For example, a daughter ordering the In Loving Memory Name & Dates Framed Sign for her father, reading “Robert James Hale · 1951 – 2025 · Always remembered”, would tell us the date of the gathering and where it will be held. We will tell you plainly whether the usual timing is likely to fit, without promising anything we cannot control. There is no pressure to decide quickly, and you are welcome to take your time with the wording.

Yes. Enter the recipient’s address as the shipping address at checkout. For apartments, double-check the unit number. For example, a Welcome Home Glass Candy Jar and an Our First Home 11 oz Mug sent to a friend’s new apartment in Canada will only arrive smoothly if the unit number is on the label. If you notice a mistake, email us within 24 hours.

Duties and import taxes depend on the destination country and its rules at the time of delivery. If you have a question about a specific order, email us before you buy and we will help as far as we can.

Sign in to My Account to see your order status, or use the Order Tracking page with your order number and email address. For an update beyond that, email us your order number and we will look into it.

First check the expected window: 1-3 business days of preparation plus 7-14 business days in transit. A parcel to Australia or New Zealand can take the full 14 business days, which is normal. If the window has passed, email us your order number and shipping address. Contact us and we will help you sort it out.

You have 60 days. This applies to every product, including personalized items, and there is no restocking fee. For a change-of-mind return we provide a free return label, so the return postage is paid by us. Take a Roofline Welcome Doormat that turns out to be the wrong look for the porch: within 60 days you email us, we send the label, and the mat goes back at no cost to you. The full process is on our Returns & Exchanges page.

Yes. The 60-day return window covers personalized products such as the Family Name Established Doormat and the House Number & Street Coaster Set. Send us your order number and a few words about the reason and we will send the return steps.

We issue your refund within 7 days of receiving your return, to the original payment method. How quickly the money appears after that depends on your payment provider. See the Refund Policy for the full picture.

Yes, if you ask for it. Store credit never expires, which some customers find useful when they plan to order again for the next housewarming on their calendar.

Email us your order number and a photo of the problem, including the packaging if it was damaged. Contact us and we will help, either through the return route or another fair solution we agree with you. Photos you send us are deleted 30 days after delivery.

Most framed signs come in 8×8 in, 10×10 in and 12×12 in. The Family Name Established Framed Sign also comes in 16×24 in, and the Our First Home Landscape Framed Sign comes in 16×24 in only. The Forever by Our Side Pet Memorial Framed Sign comes in 8×8 in and 10×10 in. The frame colors are Natural, Walnut, Black, Grey and White. The price changes with the size, and our Size Guide explains where each size tends to fit.

Measure the door first. As a rule of thumb, 24×16 in suits an apartment door, 30×20 in suits most single front doors and 36×24 in suits double doors. All four doormats, including the Family Name Established Doormat, come in these three sizes.

The Home Is Where Our Story Begins Pillow Cover is 18×18 in, and the insert is not included. The Sweet Beginnings Wooden Keepsake Box is 12x12x5 in, the Welcome Home Glass Candy Jar holds 20 oz, the Our First Home 11 oz Mug holds 11 oz and the Celebrating a Life Acrylic Memorial Sign 24×16 measures 24×16 in. The Home Sweet Home House Cutting Board comes in 8×12 in or 11×17 in, and the Welcome to Our Home Metal Sign comes in 12 in, 18 in or 24 in wide.

We do not make claims about outdoor or weather suitability. If this matters for your porch or entryway, email us before ordering and we will share what we can.

Please email us with care questions for the specific product and we will answer. Product details we can stand behind are on each product page.

Please email us before ordering if this matters to you, and tell us which sign and size you are considering. We would rather give you a clear answer than guess.

The payment methods shown at checkout are the ones available for your order. Prices are listed on each product page, and there are no discount codes, bulk pricing or sales. The Payment Methods page explains how checkout works. We will never ask you for card details by email.

The store does not collect sales tax. The price on the product page is the price of the item, and shipping is free.

An account is helpful because My Account keeps your order history and status in one place. Either way, keep your order confirmation email because the order number is the fastest way for us to find your order.

We use your details to fulfil your order and answer your messages. Photos you email us, for example of a problem with an item, are deleted 30 days after delivery. The Privacy Policy covers the rest.

Yes. A friend whose dog has died might receive the Forever by Our Side Pet Memorial Framed Sign, shipped directly to their address as a gift. Enter their address as the shipping address and check it carefully. The Paw Print Pet Memorial Ornament is a smaller way to say the same thing.

You can choose “In loving memory”, “Forever loved”, “Always remembered” or no line at all. The name field holds up to 24 characters and the dates field up to 21, so “1951 – 2025” fits comfortably. Please check each name and date carefully, because we print exactly what you type.