We want your experience with us to be as smooth as possible. If you don't see your question below, please [reach out to us] - we’d love to help!

Here are some of the most common questions we receive.

How does the custom design/ordering process work?

While getting to the perfect custom product can involve many steps the process itself is quite simple:

·         Select the item you are interested in and proceed through the ordering process

·         Send us your instructions and any design requirements along with your order

·         Based on your instructions we will design the piece for you

·       You do not require any design skills, we take care of that for you however you are welcome to submit your own artwork along with your order which we can engrave for you exactly as submitted.

·         We send you a mock up to review/approve

·         Once approved we engrave and ship it to you.

·       You receive the item and are immediately overcome with joy and emotion rushing out to tell all your friends about this wonderful small little family business that creates one of a kind items that you cannot find anywhere else.

I find the ordering process confusing!?!?

Agreed – it can be confusing when trying to explain in writing exactly what your vision is for your custom product and admittedly our website is a work in progress.

When ordering if you can do your best to follow the instructions as closely as possible we will make sure to clarify everything on our end before engraving which will include sending you back a mock up to review.

Do you provide mock ups for me to approve before engraving begins?

Once your order is placed we will send you a mock up to review/approve before the engraving begins. We want to make sure everything is perfect so letting you see and approve how your item is going to look before engraving is crucial.

For very simple engravings a mock up may not be sent – IE – a single name engraved on a bookmark may not require a mock up.

If we see any mistakes we will correct them but it is your responsibility to ensure there are no errors in your instructions or the mock up before approving.

How do you engrave the items?

To get the best engraving results the tools really do matter. When we started this business in 2008 we did our research, quickly discovered that Trotec Lasers are the best lasers that (lots of) money can buy,  got out a very scary and large bank loan, and purchased several top-of-the-line Trotec laser systems.

In the hands of skilled artist laser engraving is the most precise method out there, allowing us to capture tiny details with incredible quality. It’s high-tech, meets high-art, meets custom design!

How do you charge for the engraving?

The prices you see on our site include the engraving and any design work. To simplifyy the process and save you some money we do not charge by the word or character.

EG: If you are ordering a journal you can select each section of the journal that you would like engraved.

Within that area of the journal (example: top left of the cover) any and all of the engraving that fits in that area is included, it can be 1 word or 200, if it fits in the space it is included.

If you want to add additional locations - the back, or under the flap for example - there is a charge for each of those areas.  

The only exception is if you have a photo or a very complex file that requires extra setup or engraving time. If that’s the case, we’ll always give you a clear quote before we start any work.

How do I know if what I want engraved will fit in the space available?

Good question to which there is no one right answer. We can size the font or the graphic to fit into a space as required – if that means it will be too small to comfortably read – or even see – we will let you know. Sometimes less is more, just because you are free to fill up a space with as much writing as you like doesn’t mean that you necessarily should.

What happens if there’s a mistake on my item?

We’re human, and sometimes mistakes happen! If we made an error on our end we will replace the item for you completely free of charge. If the item was engraved exactly as ordered but there was a typo in the instructions provided, don't worry - we can still help you fix it and will advise of any associated fees. Please make sure to triple check your instructions when submitting your order.

How long will it take to engrave my order?

We know you’re excited to receive your item! Usually, we can have your order engraved and out the door within 1 to 2 business days. During busy seasons (like Christmas, Mother’s Day, or Father’s Day), things can get a little more hectic, so it might take a little longer. We always work as fast as we can to get your memories to you! If you need your item in a rush please email or call us and we will expedite things as much as possible for you.

I tried calling but could not reach a live person.

Frustrating, we know! We will always answer the phone whenever we can however as we are a small family run business we are either in the shop engraving (which is crazy loud making phone calls very difficult ) or we are working with our customers to perfect their custom orders.

If you cannot reach us on the phone, while not always ideal, if you can leave a voicemail – or even better – send us an email we promise to get back to you asap. Texts can also be sent to 416 219 0424 or you can use the chat feature on the website.

How long does shipping take?

• Local (GTA): You’re in luck! Shipping within the GTA is usually next-day.
• Across Canada: Typically arrives within 2 to 5 days depending on where you are.
• US: 4-8 days on average.
• International: Between 5 to 12 days.

As soon as your order hits the road, we’ll send you a notification with a tracking number so you can follow its journey.

Can I pick up my order to save on shipping?

Absolutely! We’d love to see you. We are located about 15 minutes east of Newmarket and 10 minutes north of Stouffville. If you’d like to pick up your order in person please contact us and we will send you the address and a code to use at checkout which will waive those shipping fees.

I have a custom design in mind - can you do that?

We love creative ideas! If you have a specific vision, please email us at custom@memoriesmade.ca. We’ll take a look at your ideas and get in touch to chat about how we can bring them to life. We do not charge for custom designs.

Do you offer international shipping?

Yes we do – while we do not currently ship to every country on the planet we are getting there. We are opening up new markets on a regular basis. If you would like to place an order from us but are in a location that does not allow shipping currently – please contact us and we will see if we can open up shipping for your country.

Additional duties or taxes may be due on delivery which are above and beyond the shipping fees when ordering. This varies by country so you will need to determine these fees before ordering as they are the responsibility of the buyer.

If you have any other questions not answered here please reach out and we will be happy to assist you.