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 Keepsack Co., 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.

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 select items. Order minimums apply. For additional information, please send an email to hello@keepsackco.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, and Shop Pay. Please know 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 Co. holiday gift bags?

Holiday bags measure 12 in. x 20 in., and are perfectly sized to hold candles, books, bath robes, Christmas pajamas, and kids craft supplies. A beautiful Christmas Eve gift tradition, or Advent Book Calendar tradition, our holiday bags are practical and functional beyond their use as gift wrap (think: year-round toy storage, childhood keepsake storage, etc).

How big are the Keepsack Co. Santa sacks?

Santa sacks measure 20.5 in. x 26 in. (a bit wider than a standard size pillow case), and are generously sized to wrap Santa’s special delivery, including irregularly-shaped toys and packages. Order yours today!

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

All Keepsacks are made of 100% pure linen (outer), lined with unbleached cotton, and cinched with drawstrings made of 100% cotton twill.

 

The Santa Sack Tradition

How do I start a Santa sack tradition? 

Ready to bring a touch of magic to your family's Christmas morning? Read more about the Tradition here.

Who are Santa sacks for?

Anyone who believes in Christmas magic!

Santa sacks are perfect for anyone who:

  • Loves Christmas

  • Is in need of some extra magic and joy

  • Already "has everything"

  • Has limited space

  • Appreciates a gift that sparks imagination

What age is best to start the Santa sack tradition?

It is never too late to start! Timeless in its design and made to be used year after year, the Department of Elves guarantees Santa sacks are suitable for children aged 0-99 years.

How do I explain the arrival of the Santa sack for the first time if we’ve never included it in the past? 

Some say that through a network of scouting elves, sacks are delivered by magic during a pre-Christmas fly-by to guarantee ease of entry on Christmas Eve night. Others agree that presents from Santa deserve their own protective gift wrapping, particularly since toys are dusted with magic from the North Pole. Santa encourages you to use whatever story you think is best.

However you decide to introduce the Santa sack, remember, kids are looking for proof that what they believe is real and they will believe what they see. Come Christmas morning, any lingering curiosity about where the Santa sack came from will quiet down.

Where should I leave the Santa sack for finding?

All families introduce them in their own unique way; some prefer to incorporate it into their existing family traditions for Christmas, put it inside the mailbox, leave it on the front porch, or let it serve as a magical reply to a child's letter to Santa. Others have even put it in the freezer (the obvious portal to the North Pole) before tucking it inside a Christmas Eve gift bag. Let your imagination run wild!

 

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.

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 emily@keepsackco.com.

Do you offer free shipping?

We offer free shipping on orders over $100. For orders under $100, we offer $8 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 and will have an earlier closing date for orders to ensure max delivery time. Keepsack Co. is not responsible for and cannot control import taxes or delays due to customs processing. 

What is your return/exchange policy?

All of our products 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 as desired. Please verify any 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 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?

To protect the custom embroidery stitch and applique designs, we recommend spot cleaning with soap and water as needed. For soiled or stained holiday bags, 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. 

 

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. Mix and match your colors and fonts, or keep everything uniform - whichever way you go, you're going to love it. Promise. Need more inspiration? Check out our IG.

How big is the embroidery font on Santa Sacks?

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

How big is the embroidery font on Holiday Bags?

For holiday bags, including Christmas Books bags, Advent Books bags, Pet Treats bags, and Christmas Eve Gifts Bags, we use an 8 in. wide embroidery hoop for designs. We recommend a 15-character limit for the embroidery personalization line on all holiday bags.

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 letters on appliqué Santa sacks.

Gifting

Can I include personal gift note with my order?

Yes! At checkout, look for the "Gift Message" box. Feel free to leave a personal message and we'll take care of the rest for the perfect unboxing experience.