Shipping policy
Here is exactly how and when you’ll receive your custom song and any keepsakes on your order. SoundKeeps (“SoundKeeps,” “we,” “us,” or “our”) operates the website soundkeeps.com and provides a personalised custom-song gift service.
1. Your custom song (digital delivery)
- Delivery time: your finished song is delivered within 3–7 days of your order. Rush options, when available, are shown at checkout.
- How you receive it: we email a private link to stream and download your song — no app required. It’s yours to keep, replay, and share privately.
- Order updates: you’ll receive a confirmation immediately after ordering, and another email the moment your song is ready.
2. Personalised keepsakes (physical shipping)
- Production: because each keepsake is custom-made, please allow 2–5 business days for production before dispatch.
- Transit: once shipped, delivery typically takes 5–12 business days within the United States and 10–20 business days internationally, depending on carrier and destination.
- Tracking: a tracking link is emailed to you as soon as your order ships.
3. International orders, duties & taxes
We ship worldwide. International orders may be subject to import duties, taxes, or customs fees set by the destination country. These are the recipient’s responsibility and are not included in our prices.
4. Address accuracy & delays
Please double-check your shipping address and email at checkout. We are not responsible for delays or non-delivery caused by incorrect addresses or carrier disruptions, but if anything goes wrong, contact us and we’ll do everything we can to help.
5. Lost or damaged items
If your order is lost in transit or arrives damaged, email us within 14 days with your order number (and a photo for damage) and we’ll arrange a replacement or refund.
6. How to contact us
For any question about this policy or your order, email us at support@soundkeeps.com. We read every message personally and reply within one business day (usually much sooner).