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 Santa Sacks and handcrafted gift accessories. But even more so, we design products to start beautiful traditions 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 up to 6 months before a busy holiday. 

Our holiday gift bags and Santa Sacks are extremely popular. We encourage you to order your personalized Santa Sacks early as they will sell out before Halloween. Santa Sacks and other items in our holiday collection are available for pre-order now and will begin shipping November 2021.

Can you put an item on hold for me?

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

Do you offer wholesale accounts?

Yes, wholesale accounts are available for our non-personalized holiday gift bags, Christmas gift tags, personalized initial wire ornaments, handmade envelopes for letters to Santa, and our handmade Advent calendars. Order minimums apply. For additional information and pricing, please send an email to emily@keepasckco.com.

Payment

What methods of payment do you accept?

We accept all major credit cards including Visa, MasterCard, American Express and Discover. You can also pay using Paypal, Apple Pay, Sezzle, or Keepsack gift cards. Please note, with the exception of gift cards, we can only accept one form of payment per order.

Can I cancel or update my order after it’s been placed?

Unfortunately, orders cannot be canceled after they are placed. If you need to update your order, including shipping address or gift note, please email us at hello@keepsackco.com and we will do our best to make the updates before it heads to production!

Can I check the status of my Keepsack order?

You can view order status on your Account page, which will be updated as soon as you are charged and again once your order ships. Orders remain in an “Unfulfilled” status until completed and dispatched from our Fort Worth, Texas studio. Once it’s headed your way, the status will update to “Fulfilled” and you’ll receive a separate shipping confirmation to the email address on file with tracking information.

Santa Sack and Holiday Bags

How big are the Keepsack gift bags?

Available in two sizes, small Keepsack bags are perfectly sized to hold candles, books, bath robes, Christmas pajamas, and kids craft supplies. A beautiful Christmas Eve gift tradition, our holiday bags are practical and functional beyond their use as gift wrap. Santa Sacks 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. 

What are your personalized Santa Sacks and holiday bags made of?

100% pure linen (outer) and lined with unbleached cotton muslin (inside). All drawstrings are made of 100% cotton twill. Only the best! 

How do I start a Santa Sack tradition on Christmas Eve 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 How to Start a Santa Sack Tradition page. Due to the lead time required, personalised Santa Sack orders will close before Halloween and will begin shipping November 1.

Shipping and Returns

If I order today, when will my order ship?

We are diligent to get your items to you as fast as possible, and orders often leave early (depending on how busy we are). Due to demand, we utilize a pre-order system for many holiday bags, including personalized Santa Sacks and gift tags. Santa Sacks will ship late October/early November 2021.

What carriers do you use?

We generally ship via UPS, Fedex, or USPS. If you are unable to receive one of these carriers, please let us know ASAP by emailing hello@keepsackco.com.

Do you offer free shipping?

We offer free shipping on orders over $150. For orders under $150, we offer $5 shipping site-wide.

How will I know that my order has shipped?

When your order ships, you will receive a shipping email to the email address on file from our web shop. All notifications will include a tracking number for your shipment. 

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 Keepsacks 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 your preferences to double check that you have selected your preferred bag color, embroidery style, and personalization. Please verify your custom text is correct before placing your order.

Returns are accepted for non-customized items within 14 days of receiving the order.

Do you offer free shipping for returns?

Unfortunately, we do not and will deduct the total cost of shipping from your return. 

How long does it take to process a return?

Your refund should be fully processed and visible on your statement within 10 business days. 

Can I return a gift card?

Unfortunately, gift cards are non-refundable. 

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 hello@keepsackco.com if there is an issue. 

Who do I contact for any questions?

Give our team a shout at hello@keepsackco.com.

Product Care Instructions

How do I care for my Keepsack holiday bags and Santa Sacks?

To protect the custom embroidery stitch and applique design, we recommend spot cleaning with soap and water as needed. For soiled or stained Keepsacks, dry cleaning is recommended. 

To reduce wrinkles in the linen, spritz with water, and use a garment steamer or iron on the linen/cotton setting. Linen should never be ironed bone dry. 

Never use fabric softeners and always avoid using bleach on your linen bags.

Embroidery and Personalization

Help! I can’t choose an embroidery style!

Express your (Christmas) self! We created Keepsack because we want everyone to be able to design a Santa Sack tradition that reflects their family’s own personal style. Want some inspiration? Check out our IG.

How big is the embroidery font on each Keepsack?

For Santa Sacks, we use a 14in wide embroidery hoop for traditional embroidery stitch fonts and applique fonts. Initials feature 8in tall letters and Names feature 5-6in tall letters (depending on the length of the name). For the best look, we recommend a 7-character limit for embroidery applique names and 10-character limit for embroidery stitch names on all Santa Sacks.

For holiday bags, we use an 8in wide embroidery hoop for designs and personalization. 

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. We only use 100% pure linen fabric for our applique-style Santa Sacks.

What are my options for Applique Design? 

Personalized Santa Sacks are available with either full first name or single initial applique in three embroidery styles: Fishtail, Block, and Sport.

What are my options for Embroidered Stitch Design?

Personalized Santa Sacks are available with either full first name or initial embroidery stitch in four embroidery styles: Always in My Heart, Schoolbook, College, and Buttercup.

Gifting

Do you have gift cards?

Yes! We offer e-gift cards starting at $50. Once purchased, it will be automatically emailed to the purchaser, and the purchaser will forward to the recipient.

How can I redeem a gift card?

If you received an electronic gift card, just click the REDEEM GIFT CARD link in the email. Create a new account or log in and enter the code from your email. 

I would like to place a large order (for Christmas). How can I do this?

We’d love to help you with your order! Contact us at hello@keepsackco.com and we’ll get back to you within 48 hours.

Do you offer personalized gift notes with gifted orders?

Yes! You have the option to add a “North Pole Express” bundle for $10 at checkout - no matter the order size. The North Pole Express bundle includes one exclusively designed iron-on Santa patch, Santa’s favorite cookie recipe, and the option to include a personal message for the perfect gift presentation.