We are here to help with questions about personalized products, customization, payments, production, shipping, tracking, damaged items, replacements, returns, and refunds.

Customer Service

Email: [email protected]
Website: madelifes.com

Customer service is provided primarily by email.

We normally respond within 1–3 business days. Response times may be longer during weekends, public holidays, promotional periods, and peak holiday seasons.

Contacting Us About an Order

When contacting us about an existing order, please include:

• Your order number;
• The full name used on the order;
• The email address used at checkout;
• A clear description of your question or concern;
• Relevant photographs or video where applicable.

Providing complete information helps us review your request more quickly.

Order Changes

If you need to change a name, date, photograph, message, size, color, style, or shipping address, contact us as soon as possible.

Because personalized orders may enter production shortly after purchase, order changes are not guaranteed after production has begun.

Damaged, Defective, or Incorrect Products

When reporting a product issue, please provide:

• A photograph of the complete product;
• Close-up photographs showing the problem;
• A photograph of the packaging;
• A photograph of the shipping label;
• A short video where the issue cannot be clearly shown in photographs.

Please do not discard the product, packaging, or shipping label until the claim has been reviewed.

Tracking Questions

Before contacting us about tracking, please allow:

• Approximately 3–7 business days for production;
• Approximately 2–5 business days after shipment for tracking to begin updating.

Tracking may not update at every stage of an international shipment.

Business and Correspondence Information

Madelives
Website: madelifes.com
Email: [email protected]

United States correspondence address:
Madelives
60185 Windmill Lane
Alma
Alma Arkansas 67479-0859
United States

The correspondence address is not an automatic return address.

Important Return Notice

Do not return a product to the sender address shown on the package or to our correspondence address unless our customer service team has specifically authorized that address in writing.

Approved returns may be directed to a different location depending on the product, production partner, customer location, and reason for return.

FREQUENTLY ASKED QUESTIONS

1. What does Madelives sell?

Madelives sells personalized and made-to-order gifts, including jewelry, photo gifts, memorial products, family gifts, pet gifts, home décor, clothing, accessories, ornaments, and keepsakes.

Available products may change over time.

2. How do I personalize a product?

Customization options are displayed on the applicable product page.

Depending on the product, you may be asked to:

• Enter a name or message;
• Select a date;
• Upload a photograph;
• Choose a color or size;
• Select a birth flower or birthstone;
• Choose characters or design options;
• Review a product preview.

Please check all information carefully before placing your order.

3. Can I change my customization after ordering?

Contact [email protected] as quickly as possible.

Changes are not guaranteed after design preparation or production has started.

Approved changes may delay production and delivery.

4. Can I cancel my order?

Cancellation requests should be submitted within 2 hours after purchase.

A cancellation is not confirmed until you receive written confirmation from our customer service team.

Once a personalized order has entered production, it may no longer be canceled because it is being created specifically for you.

Mandatory cancellation rights under applicable consumer law remain unaffected.

5. How long does production take?

Most personalized products require approximately 3–7 business days to produce.

Complex customization, handmade production, high-volume periods, and certain product categories may require additional time.

The production estimate displayed on the product page takes priority over this general estimate.

6. How long does shipping take?

Estimated shipping time after production is generally:

• United States: 7–15 business days;
• Canada: 8–18 business days;
• Australia and New Zealand: 7–16 business days;
• United Kingdom: 7–15 business days;
• European countries: 7–18 business days;
• Other destinations: 10–25 business days.

These are estimates and not guaranteed delivery dates.

7. How do I track my order?

Use the Tracking Orders page on madelifes.com and enter the requested order information.

You may also use the tracking link included in your shipping confirmation email.

Tracking may take 2–5 business days to update after shipment.

8. Why has my tracking stopped updating?

International tracking may pause while a package:

• Is transferred between carriers;
• Travels between countries;
• Waits for customs clearance;
• Moves through a regional sorting facility;
• Awaits a local tracking scan.

A temporary pause does not necessarily mean the package is lost.

9. Will all items arrive together?

Not always.

Products may be produced by different fulfillment partners and may arrive in separate packages with separate tracking numbers.

You will not normally be charged additional shipping fees solely because we divide an order into multiple shipments.

10. Do you ship internationally?

Yes. We serve the United States, Canada, Australia, New Zealand, the United Kingdom, selected European countries, and other supported destinations.

Available shipping options will be shown at checkout.

11. Will I have to pay customs duties or taxes?

International orders may be subject to import duties, VAT, GST, customs charges, brokerage fees, or carrier handling fees.

Where these charges are not collected at checkout, they may be payable by the recipient.

Madelives does not control charges imposed by local customs authorities.

12. Can personalized products be returned?

Personalized products are generally not eligible for return or refund because of a change of mind, an incorrectly selected size or color, or incorrect customization information supplied by the customer.

However, this does not affect your rights when a product is damaged, defective, incorrect, unsafe, materially different from its description, or otherwise covered by mandatory consumer law.

13. What happens if my product arrives damaged or incorrect?

Contact [email protected] and provide your order number, a description of the issue, and clear photographs.

Depending on the circumstances, we may provide:

• A corrected item;
• A replacement;
• A partial refund;
• A full refund;
• Another appropriate remedy.

14. What if I entered the wrong address?

Contact us immediately.

We cannot guarantee address changes after fulfillment has started.

If an order is delivered incorrectly or returned because the customer provided an incomplete or incorrect address, additional shipping charges may apply.

15. What photograph should I upload?

For the best results, use a photograph that is:

• Clear and high resolution;
• Well lit;
• In focus;
• Not heavily filtered;
• Not covered by text or stickers;
• Large enough to show the important subject;
• Legally owned or authorized for your use.

The final result depends partly on the quality of the uploaded image.

16. Will the finished product look exactly like my screen?

Minor differences may occur because of:

• Screen brightness;
• Device color settings;
• Material texture;
• Printing or engraving processes;
• Handmade production;
• Product size;
• Normal manufacturing tolerances.

These small differences are not normally considered defects.

17. Can I upload any photograph or design?

You must own or have permission to use all submitted content.

You must not submit content that is illegal, infringing, threatening, abusive, hateful, obscene, defamatory, or otherwise prohibited.

Madelives may reject or cancel orders containing prohibited content.

18. What payment methods are accepted?

Available payment methods are displayed at checkout and may vary by location.

Payment must be successfully authorized before production begins.

19. Is my payment information secure?

Payments are generally processed by third-party payment providers.

Madelives normally does not directly receive or store complete payment card numbers. Payment providers may process your information according to their own security standards and privacy policies.

20. How can I contact Madelives?

Email:

[email protected]

Please include your order number when contacting us about an existing purchase.