Frequently Asked Questions | KeepsackCo.

Frequently Asked Questions

Ordering

What is so remarkable about KeepsackCo.?
Small business is always more than business. It’s no secret that our first love is personalized gifts, custom embroidered gift bags, and handcrafted applique clothing. But even more so, we design gifts to make beautiful moments with those we love and to create memories that will be remembered long into the future. When you buy from KeepsackCo., you support a female-owned shop and become part of a connected, intentional gift community.

What are pre-order sales?

Due to the seasonality of specific products, pre-order sales help us plan and staff for peak production periods. Because of factors such as material sourcing and the additional time required to build custom embroidery designs, pre-orders go live 6 months before a busy holiday. 

Our holiday gift bags, specifically for Christmas and Valentine’s Day, are extremely popular. We encourage you to order your custom Christmas Eve Santa Sacks and Valentine treat bags early as they will sell out before Halloween and Christmas, respectively. Santa bags and Valentine goodie bags are available for pre-order starting July 1 and will ship December 1.

Can you put an item on hold for me?

Unfortunately we cannot. Each of our items are handcrafted and embroidered or appliqued at the time of order. Due to the limited run of each product type and availability of fabric patterns, inventory is on a first come, first served basis. 

Help! My child has a birthday next month. Do you accept rush orders?

Send us an email! While we cannot guarantee fulfillment, if we are running ahead of schedule, we may be able to work your last-minute birthday request in.

Do you offer wholesale accounts?

Yes, wholesale accounts are available for our embroidered slogan t-shirts for women and embroidered slogan sweatshirts for girls. Order minimums apply. For additional information and pricing, please send an email to emily@keepasckco.com.

Personalization

How do I know which products can be customized with an embroidery stitch design or appliqué fabric design?

Look for the Customize It marker to indicate that a product is easy to personalize and make your own. Whether you create your own t-shirt for mom or a relaxed birthday sweatshirt for toddlers to enjoy all year long, we have you covered with a personalized gift.

What is Appliqué? 

An appliqué design, or appliqué sewing, comes in many styles and is the process of sewing a layer of fabric (cut into a specific shape) onto a larger fabric base. KeepsackCo.’s custom gifts feature a selection of appliqué names, appliqué initials, appliqué birth years, and appliqué numbers that are overlaid onto bags, t-shirts and sweatshirts.

What are my options for Appliqué Design?

KeepsackCo. offers 12 distinct designer cotton fabrics in floral, solid, and subdued patterns to suit your personal style. For apparel such as women's birth year sweatshirts, kids initial tees, Mama t-shirts, grandma sweatshirts, and kids birthday outfits, we use a satin stitch to outline the appliqué design. Names on personalized gift bags also feature satin stitch outlines.

Create a custom initial shirt or personalized bag by choosing a base color and your choice of our available designer fabric patterns. From celebrating a special toddler birthday in quarantine or honoring a mother-to-be, personalized appliqué gifts are the perfect sentiment. Shop our selection online today to create your own.

What designer cotton fabrics do you use for Appliqué designs?

Our appliqué fabrics are sourced from some of the best design houses in the world including Moda, Riley Blake, Figo, Robert Kaufman, and Kate & Birdie.

How do I care for custom embroidery or appliqué items?

We recommend washing in cold water, on the delicate cycle. For cotton items, tumble dry low heat. For linen gift bags, hang dry. To reduce wrinkles in the linen, spritz with water and iron on the linen/cotton setting.

Keepsack Custom Bag Features

How big are the Keepsack gift bags?

Available in two sizes, small Keepsack bags are perfectly sized for wedding gifts, teacher gifts, birthday gifts, and graduation gifts. From candles, books, bath robes, matching Christmas pajamas, and kids craft supplies, the small personalized gift bags are practical and functional beyond their use as gift wrap. Large Keepsack bags are generously sized to wrap Santa’s special delivery, irregularly-shaped large toys, designer duffle bags, specialty bedding and linens, and so much more! Large bags work double duty as long-term linen storage, a breathable solution for preserving fabric heirloom keepsakes for children, and kids toy storage. Order yours today!

What size items can fit into the custom designed gift bags from KeepsackCo.?

Both sizes are generously sized to fit a range of gifts. The small bags are perfect for a large scented candle warmer, some tasty snacks, a few books, and a pajama set. The large bags can comfortably accommodate a LEGO set for kids, toy trucks, a bathrobe and crafting supplies.

How do I start a Santa Sack Christmas Eve tradition with my family? 

Looking for something fun to do on Christmas Eve? Bring Christmas morning joy to your family when you start this new family tradition and change how you wrap presents for Christmas. To learn about our oversized Christmas bags and how to make its arrival and unboxing experience memorable for your loved ones, visit our Santa Sack tradition page once pre-orders open on July 1. These personalized holiday gift bags are a great Christmas activity for kids. Due to the lead time required, personalised Santa Sack orders will close before Halloween and will ship on December 1.

Shipping and Returns

If I order today, when will my order ship?

Due to unprecedented demand, most orders now have a 4-6 week turnaround. Order date and weekends are not included in the turnaround time. We are diligent to get your items to you as fast as possible, and orders often leave early (depending on how busy we are). 

How will I know that my order has shipped?

When your order ships, you will receive a shipping email from our web shop. All notifications will include a tracking number for your shipment. We predominantly ship UPS or USPS.

Do you ship internationally? 

Yes! Shipping costs are based on weight and are automatically calculated at the time of order checkout. We ship all international orders via USPS First Class Mail International or USPS Priority Mail (expedited). Due to extended shipping times, international orders do not include guarantee delivery dates. KeepsackCo. is not responsible for and cannot control import taxes or delays due to customs processing. 

What is your return/exchange policy?

All of our items are custom stitched to order. As such, each is one-of-a-kind and unable to be returned or exchanged. When placing an order, review the size guide on each product listing to confirm fit and double check that you have selected your preferred shirt color, embroidery thread color, and fabric pattern (if applicable). Please verify your personalization and custom text is correct before placing your order.

What do I do if I receive a defective order?

If there is a problem with the product you receive, please contact us within 7 days of receiving your order so that we can make it right. Especially for those items that are purchased as gifts, please check your order upon arrival and send us an email at emily@keepsackco.com if there is an issue. 

Do you have a size chart? I want to make sure I order the right size.

Yes! Every listing - including our custom gift bags - will include a size chart. Due to supplier delays and limited inventory, on rare occasions, an alternate t-shirt or sweatshirt may be used in place of the Gildan brand. The color, size, and quality will be a near-exact match.

Who do I contact for any questions?

Email Emily (me!) at any time at emily@keepsackco.com.