Frequently Asked Questions
How does the memorial creation process work?
After selecting your memorial type, you'll upload your photo and provide any custom text. We'll create a digital proof within 48 hours for your review. Production only begins after you approve the proof.
What are the photo requirements?
Photos should be clear, high-resolution (300dpi or higher), and well-lit. The subject should be centered with minimal background distractions. We'll contact you if we have concerns about image quality.
Can I see the design before it's made?
Absolutely. Every memorial receives a digital proof showing exactly how your finished piece will look. You'll have 72 hours to request adjustments or approve.
What if I need changes after approving?
Each order includes one free revision if requested within 24 hours of proof approval. After that, additional changes may incur a small fee depending on complexity.
How long until I receive my memorial?
After proof approval, production takes 3-5 business days plus shipping time (typically 3-7 days in the US). International shipping varies. We'll provide tracking information.
Who actually makes the memorials?
We partner with Printify, a professional print-on-demand service with ethical production standards. They handle physical production and shipping under our strict quality guidelines.
Can I include a gift message?
Yes. During checkout, you'll find an option to add a gift message. We'll include it on a separate card (not printed on the memorial itself).
Do I need to include dates?
Dates are completely optional. Some prefer just names, others include full lifespans - it's your choice. We'll never add religious symbols or phrases unless specifically requested.
What if my item arrives damaged?
Contact us within 7 days of delivery with photos of the damage. We'll arrange a free remake and cover return shipping for the damaged item if needed.
Will the colors match my screen exactly?
All monitors display colors differently, and materials absorb ink uniquely. We calibrate for accuracy, but subtle variations may occur. Darker photos may print slightly muted.
What happens to my photos after printing?
We permanently delete all uploaded images from our systems within 30 days after shipment. Printify deletes production files after fulfillment. Your photos are never used for any other purpose.
Need help choosing a photo?
Email us at help@heldinheart.com with 2-3 options, and we'll gently guide you toward the most suitable choice based on composition, lighting, and emotional resonance.