Engraving
Many of our keepsakes include some engraving in the purchase price. The exact amount (number of lines and characters/spaces per line) differs from item to item. Some keepsakes include additional/extended engraving options at an additional cost. On most pieces, you have the option of a script or sans serif Block typeface.
Some engraving is cast into the metal when the keepsake is created and cannot be added/altered after the piece is created. These items are indicated in their product page descriptions.
Please note: for items where the engraving is just initials, we always default the three initials to upper case. On standard engravings, we use uppercase as well as lowercase.
Plating
All Sterling Silver and 14K White Gold keepsakes (except items that include Patina) are plated with Rhodium. Noble Bronze keepsakes are plated with Palladium. These hypo-allergenic coatings are highly scratch resistant and help prevent tarnishing, letting keepsakes retain their just-new shine longer. Sterling silver keepsakes that include resin but no patina are plated before the resin is added and cannot be re-plated after creation. There is no charge for this service.
Production Times
After being handcrafted by our artisans, Thumbies®, Buddies Pet Keepsakes®, Lifestyle, and Phoenix Collection® will be ready to ship out to you within five business days from receipt of the complete order. Several keepsakes are available for rush orders, which can be completed in 3 business days (plus shipping time) for an additional fee. Please Note: FastTouch™ keepsakes ship the same business day for completed orders received M-F by 12:00 PM (Central).
FastTouch™
FastTouch™ is Thumbies same-day production, which is offered on select items. To offer this quick turnaround, FastTouch pieces are not created with our fully-cast process. Instead, the replicated prints are laser-engraved, resulting in slightly less tactile definition but greater visual definition.
Same-day production requires a rush premium in the price that includes an upgrade to Next Day Air delivery. Orders received for same-day production by 12 PM (noon) Central Time, Monday – Friday, will be ready to ship by 3 PM the same day and be delivered the following business day to most U.S. locations.
FastTouch keepsakes ordered after 12 PM will ship the following business day. Upgraded Next Day Air delivery does not include $20 flat shipping rate. Please do not expect to receive these pieces within 24 hours, as delivery time still applies.
Shipping
Shipping times will be determined by your location and the shipping method you select(ed) at check-out. Our standard shipping method is UPS. Orders with Next-Day Air will be delivered the following business day after the order is processed and ready for shipment.
All shipping time frames are in addition to the time it takes to create your keepsake(s).
- Orders totaling more than $1,000 must be signed for. “Signature not required” is not an available option.
- Orders shipping to P.O. Boxes will be shipped USPS.
- Orders containing cremated remains are shipped USPS, which charges a special handling fee in addition to the standard shipping cost.
- Expedited shipping services are available if needed.
Orders to Canadian locations may require an additional 2 – 4 business days for delivery due to Customs processing.
If you have any questions about your order or timing, please call Customer Service at 877.848.6243 (or 847.381.9000 if outside the US).
*A complete order is defined as an order where all details are clearly defined and a usable print(s) have been received.
Shipping Outside the U.S.
For shipping prices to destinations other than the U.S. or Canada, please contact Customer Care.
Returns Policy
Thumbies keepsakes are personalized, engraved products, created to your specifications. Thus, our general policy is that we do not allow returns or exchanges. The only exceptions to this policy are cases that involve manufacturing errors, defects, or damage in shipping. In those cases, contact us within one week of receipt of your keepsake and explain the problem, and we will work to make it right. You must receive a Return Merchandise Authorization (RMA) from us to include with your return – any items sent to us without an RMA will not be processed, but sent back to sender unopened. All RMA items will be shipped via our standard shipping service.
Our Guarantee
Thumbies® warrants its products to be free from defects in material and workmanship for a period of one year. Repairs not covered in this warranty include:
- stone loss due to prong damage
- discoloration due to environmental factors
- discoloration due to an allergic reaction to the base metal or its alloys
- damage due to wear, customer neglect, or abuse
If you believe you have a defective keepsake, please contact Customer Care team by either phone or email:
- 877.848.6243
- customercare@thumbies.com
We will evaluate your claim and respond with the status.
The best way to ensure satisfaction is to evaluate all your options for customization before ordering, and to work with your purchase source to get the clearest possible scan.
This warranty does not cover keepsake items that have been lost; we recommend checking with your insurance agent in the event a keepsake is lost.
Caring for Your Jewelry
Plating
All Sterling Silver and 14K White Gold keepsakes (excepting items that include Patina) are plated with Rhodium. Noble Bronze keepsakes are plated with Palladium. These hypo-allergenic coatings are highly scratch resistant and help prevent tarnishing, allowing keepsakes to retain their just-new shine longer. Sterling silver keepsakes that include resin, but no patina, are plated prior to when the resin is added and cannot be re-plated after creation. There is no charge for this service.
Cleaning Rhodium-Plated Silver
Clean rhodium-plated silver with warm water and a mild liquid soap (like Ivory dishwashing soap) in a non-metal bowl. Rinse and gently rub dry with a soft polishing cloth immediately to avoid mineral residue build up from the water.
- Do not expose to chemical-based products (i.e. household/industrial cleaners, hand sanitizers, perfumes, bug sprays, pool water, sun screens, etc.)
- Do not use a toothbrush or toothpaste
- Do not use abrasives of any kind
- Do not use ammonia-based products
- Do not place in an ultra-sonic cleaner
- Do not use silver cleaning dips
- Never use any chemicals on your rhodium-plated jewelry
Additionally, silver cream polish should never be used on stones or resin.
Cleaning Elements™ Keepsakes
Our Elements™ line of keepsakes is made of a unique blend of high-tech materials. These keepsakes do not tarnish and their finish never needs re-polishing. Should the finish become smudged, simply wipe gently with a clean, soft cloth.
Cleaning Bronze Keepsakes
Our bronze keepsakes should be cleaned with warm water and a mild liquid soap (like Ivory dishwashing soap).
Cleaning Resin
Our Phoenix Collection offers many options with resin. Resin can withstand most household chemicals, but avoid exposure to all organic solvents. As noted above, also do not use silver cream polish or liquid tarnish remover on resin.
Caring for Leather Cords
Leather cords can be cleaned by gently wiping with a damp cloth. If you want to use a leather cleaning product, be careful not to make contact with the keepsake material or metal closures.
