where memories are treasured

Frequently Asked Questions

How long does it take to complete an order and when will I get it?

An order takes about 4-6 weeks to complete. Shipping varies by destination, but generally takes 3-5 business days within Canada, 3-7 business days to the United States and 5-14 business days internationally.

Can I phone my order in?

To ensure accuracy of information, we only take orders online.

Can I pick up my order instead of having it shipped to me?

Yes, pick up can be arranged once the order has been paid for and completed.  Specific details are arranged via email.

Can you ship to the person I am giving the gift to?

Sure, just provide us with the address and phone number of the recipient when the order is placed.

Does a shadow box cost more if the name is a long one?

No, the cost of the shadow box is the same regardless of how many letter there are.

The couple's family name is not very long. Can you get all the information on there?

Not to worry, we can fit everything on to the smaller tags. However, if there was a problem, we would be sure to let you know of the challenge as well as offer a suggestion to rectify it.

I don’t see a colour combination that I like. Can I get something else?

Custom matting colours are available. Please contact us directly for more information.

I would like my shadow box for a wedding. Will I get it in time?

Let us know the date that you need the order by and we will do everything we can to get it to you by the date requested.  Obviously, the earlier we receive the order the more time we will have to prepare and ship it by the shower date.

Can you include a gift card?

Absolutely! Be sure to request one when you place your order.

Do you have gift certificates available?

Yes we do, please see our gift certificate ordering page to purchase.

I made an error when I placed the order and need it corrected. Can you fix it or should I try?

We are more than happy to correct the error for you, but discourage you from attempting to do it on your own. Please contact us via e-mail to discuss the best solution. Depending on the nature of the error, there may be a service charge. The customer will be responsible for any additional postage and shipping charges.

Can I return the order for a refund?

Due to the custom nature of our product, we do not accept refunds or exchanges.  Please see our refund policy for full details.

I noticed some marks on the frame. Is that typical?

Please remember that each order is made by hand, including the frame.  Frames are made from wood, not a prefabricated material, so flaws are considered part of the character and originality of the frame. We strive on a high quality product, and each order is inspected for that quality assurance before it is shipped.

Did you not find the answer to your question?

Contact us with your inquiry, and we will get an answer to you as soon as possible.

The Sweetheart Box is a subsidiary of: boxed memories logo