Shipping Policy


  1. How do I report a problem with my order?

You can report a problem with an order by sending an email to

It is always best to include photos with your initial problem report to avoid delays.


  1. What if the product is damaged in the mail?

If your order arrives and the contents are damaged, send a clear photo of the damaged goods to and where valid, we'll gladly send a replacement at no cost to you.

It is always best to include photos with your initial problem report to avoid delays.


  1. What if the address captured was incorrect?

If the address captured was incorrect, then you are held responsible.

The package will be sent back to us and we will contact you for the correct address, and you will be liable for the additional sipping costs.


  1. How long do I have to submit a claim for a return/exchange?

Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product is received. For packages lost in transit, all claims must be submitted no more than 30 days after the estimated delivery date. 


  1. What if an order gets lost in the mail?

For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. But no worries! We'll cover the costs of reprinting and shipping a replacement order for you.

Before contacting us, please confirm that your shipping address was correct when the order was placed. Please also provide details where you had contacted your shipping carrier to try locating the lost order.


  1. What happens if a package wasn't delivered, but the tracking states that it was?

If the package was marked as delivered by the carrier, Memory Sublime will not cover the cost of reshipping or refunding the order.

There may be instances where the delivery was made, but the package was left in an unexpected location at the delivery address. Please reach out to the carrier and inquire if any additional details were left by the carrier’s delivery representative i.e. “Left under the table on the back porch."

If you are unable to locate the package, you will need to place a new manual order to have it reshipped.


  1. My order shows it is being returned to sender, what now?

There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned by customer.

You may contact us with an updated address if you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned by customer, or had an incorrect address originally provided.


  1. How are returns handled differently when comparing quality concerns or customers changing their minds?

Any returns or problems that occur due to an error on our part will be handled at our expense.

If you would like to exchange or return a product without any defect or due to a wrong size being ordered would be handled at your expense by placing a new order. Please therefore check sizing for accuracy.

If the item is returned to our facility, someone from our team will contact you regarding the return. We will ship the return to you, however, you will be responsible for the shipping cost a second time. Unclaimed returns get donated to charity after 30 days.


Shipping times vary, therefore, please allow 5-7 working days for delivery. 


It is the responsibility of the customer to pay related duties, customs and tax where necessary.