Returns & Refunds
Last updated: June 2026
The short version
Because every piece is custom-made with your photo and your words, all sales are final — we can't accept returns for a change of mind.
But here's our promise: if anything is wrong with your keepsake, we will make it right. Damaged, defective, or not what you approved? We'll replace it or refund you. Always.
Why custom items are final sale
Each Toast & Frame keepsake is made to order using the specific photo and personalized text you provide. It's one-of-a-kind and can't be restocked, resold, or used for anyone else. For that reason, custom and personalized items are non-returnable and non-refundable for change-of-mind reasons. We ask that you review your photo and toast carefully before submitting your order.
What is covered
We stand fully behind our craftsmanship. We'll provide a free replacement or a refund if your order is:
- Damaged when it arrives
- Defective in materials or workmanship
- Mis-printed or incorrect compared to the order you approved (wrong photo, wrong text, wrong size on our end)
- Lost or damaged in transit
What is not covered
Because these are custom pieces, the following are not eligible for return or refund:
- A change of mind after your order is placed
- Typos, misspellings, or the wrong photo when you submitted or approved them yourself
- Minor variation in color, finish, or tone — screens vary, and each handmade piece is slightly unique
How to file a claim
If something's wrong, just email us at hello@toastandframe.com within 7 days of delivery. Please include your order number and clear photos of the issue (and the packaging, if it was damaged in transit). That helps us resolve things quickly.
Resolution
Once we've reviewed your claim, we'll make it right — usually with a free replacement or reprint, or a refund to your original payment method, whichever you prefer. You won't pay extra shipping for a covered replacement.
Cancelling an order
Need to cancel? You can cancel for a full refund any time before production begins. Once we've started crafting your custom piece, the order can no longer be cancelled. If you think you need to cancel, reach out right away and we'll do our best to help.
Refund processing
Approved refunds are issued to your original Stripe payment method. Once processed, please allow 5–10 business days for the credit to appear, depending on your bank or card issuer.
We're here for you
Our goal is simple: you should love your keepsake. If you don't, or something isn't right, tell us — we'll take care of it. Email hello@toastandframe.com. Toast&Frame, LLC · Fremont, California.