We're here to help.

If you have any questions about Keepsake, email us at support@keepsakeframes.com


Where are your frames made?
Our frames are handmade locally in the United States.
What are your frames made out of?
All of our frames are made to order using premium materials. The frames are made of solid wood with a variety of finishes. We use 2.5mm scratch resistant glass with all the frames and acid free white matting. Each image is printed on professional Luster photo paper for a soft satin finish and mounted on acid free foam board. We finish off each frame by sealing it with kraft paper and make sure to include the necessary hanging hardware so that your frame is ready to hang right out of the box.
Will I be able to hang them?
Yes, all of our frames come with a hanging wire or a saw tooth hanger.
Can I order a standing frame?
Yes. All small frames have the option of being standing on checkout.
What frame sizes do you offer?
We offer a huge variety of frame sizes. The best way is to preview them with your photo. Here are some common options:
Small: 9"x9", 10"x10", 11"x11", 7"x9", 8"x10" 9"x11"
Medium: 14"x14" 11" x13", 11" x14", 12"x16"
Large: 21"x21", 23"x23", 14"x18", 18"x22"
Mini (app exclusive): 5"x7", 6"x6", 6"x8"
Will I be able to change the pictures in my frame?
Our frames are professionally sealed with paper backing, so we advise against changing the photo yourself.
Do you do collages?
The Keepsake iPhone app does have a collage creation feature for 2-200 images. The Keepsake Android app and website do not have a collage creation functionality, but if you have a collage saved on your phone you can open it in Keepsake. There are some great free apps you can use to create collages and then save them to your camera roll. One that we recommend is Layout by instagram.
Can you add a label to my print?
On the Keepsake iPhone app there is an option to create a caption frame. We don’t currently have an option to add labels on the website or Android app. However, if this is a gift you can include a gift note with your frame so the recipient will know who it’s from.


What payment options do you offer?
We accept all major credit cards and within our iPhone app we also accept Apple Pay.
Is shopping with you secure?
Yes it is. We use a trusted third party payment processor (https://stripe.com/) that is used by many major retailers.
What is your privacy policy?
At Keepsake we are fully committed to protecting our customers' privacy. For more information can check out our privacy policy.
What is your accessibility policy?
Keepsake makes efforts to maintain and increase the accessibility of our web site and mobile apps, to ensure that persons with disabilities have full and equal enjoyment of Keepsake's online goods and services. Please provide feedback as to whether the Keepsake is not ADA Compliant by contacting us at accessibility@keepsakeframes.com.


How do I change or cancel my order?
Please contact us immediately at support@keepsakeframes.com if you need to change or cancel your order.
How do I change shipping address?
Please contact us at support@keepsakeframes.com if you need to change your shipping address. Once your order has shipped we will be unable to make any changes.
There is an unwanted object in my photo, can you photoshop it out for me?
We currently don’t offer photo editing, so your finished print will look exactly like the preview that you receive in the order confirmation email.
Should I use the iPhone app or the website?
This is a matter of personal preference. The iPhone app is great for quickly framing your favorite photos direct from you phone. It has other great features such as a canvas gallery wraps. In general we suggest you order from your device that has the original highest quality image.


How long do orders generally take?
Because each Keepsake item is individually handmade they take a couple of business days to assemble. When checking out you will see an estimated delivery day based on our current production capacity and your location. There's also an option to expedite your order for a small fee. As soon as your order leaves our hands we will send tracking information.
Can I track my order?
Yes you can. You will receive an email with tracking information as soon as your order leaves our hands.
Where do you ship?
Keepsake ships to all 50 US states, Canada and Australia.
Can you expedite my shipment?
We offer expedited production and shipping as an option on most items. At checkout you are able to review estimated delivery dates. If you have any questions please reach out to us.

Order Issues

My item is damaged
Oh no! We are sorry that you’ve received a damaged item! We inspect each item before shipping, but damages can occur in transit. Please send a picture of the broken item to support@keepsakeframes.com and we will arrange a replacement for you.
What is your return policy?
Since each Keepsake is individually handmade we can't offer blanket returns for change of mind. We try to print every image as true to the original that we receive. If for any reason you are unhappy with your keepsake please contact support@keepsakeframes.com and we will try to remedy the situation.
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