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North Canton, Ohio 44720

Frequently Asked Questions

Below are some of the most frequently asked questions.
If your question is not listed below, please call Contact Us.

Question: Do you provide a proof for Personalization requests?
Answer: Yes. We provide proofs for all personalization requests. An email will be sent to the email on your account. In addition we may also send you a text message to notify you that your Proof is available. Your proof will be available in your account to view or request changes prior to carving. An approval is required to process the order. If you do not receive your email within 24 hours, be sure to check your SPAM/JUNK folder, or login to your account to view.
When personalization is not requested, no proof will be sent.

Question: I did not receive an invoice in the email after ordering.
Answer: If you do not receive your invoice immediately after placing an order, be sure to check your SPAM/JUNK folder.
Your invoice can also be found in your Account, should you need to print a copy for your records.

Question: Who will the charge appear from on my credit card statement?
Answer: Your credit card will be processed by OHIOGRAFX /WOODEN DEPOT and will appear on your credit card statement as "OHIO GRAFX LLC /WOODEN DEPOT".

Question: Do you ship to APO and FPO military addresses?
Answer: Yes. APO and FPO packages must be sent via USPS.

APO and FPO are abbreviations used by the US Military Postal Service to deliver mail and packages to military personnel overseas. APO stands for Army Post Office and is associated with the US Army and Air Force. FPO stands for Fleet Post Office and is associated with the Navy and its ships.

Properly enter your SHIP TO address, with correct spacing AND your 9-digit SHIP To Zip Code.
Your State and City will automatically fill in. (ie CITY: FPO and STATE: AA.)

Example Address:
Incorrect: PSC3 Box1234
Correct: PSC 3 Box 1234
Example Zip Code:
Incorrect Zip: 34011
Correct Zip: 34011-1234

Question: What will my personalized text look like?
Answer: Personalized text will be done to compliment your Keepsake Box. Our Graphic Artist will present you with a layout that is both unique and designed for the occasion.

All designs are subject to your approval, which is completed through the online "Proof" review and approve process.

Question: My Order Tracking is NOT updating?
Answer: Most orders shipped will arrive within 3-5 days.

If your tracking hasn't updated in a few days, it might be due to an increase in volume with the shipper - as is common during the holidays - or simply slower processing times with the shipper due to understaffing. Both of these issues can cause orders to move through the system slowly, and this can lead to a lag in your order's tracking information.

Please allow up to 10 days for your package to arrive. If your Tracking Status does not update after 10 days, there may be an issue with the delivery. You may want to "recheck" your order's SHIPPING information (Order available in your online account history).

In the event you discover that you entered an incorrect shipping address, please contact us.

Question: Can I include a Gift Message with my Order?
Answer: Yes. If you are sending this as a gift, check the option (at time of checkout) to use the Gift Message. You can then enter the message that you would like printed on the Gift Note. This will be included in the order shipment.

Question: What methods of payment do you accept?
Answer: We accept VISA, Master Card, American Express and Discover Card. All payments are processed using our secure server.
We also accept payment using the secure online services of Pay Pal. A Pay Pal account is not necessary to use this service.

Question: Can I request a Rush on my order?
Answer: For customers who need their orders processed quickly, we offer a $35.00 rush charge. This service is designed to expedite the production process, ensuring that your order is shipped within 3 business days from the date of proof approval. Please note that this fee does not include the actual shipping time to your destination. It solely covers the cost of prioritizing your order in our production queue. Therefore, the rush charge only includes the production time and does not guarantee a delivery date. We recommend considering this option if you have a tight deadline for receiving your order.

Question: How long does it take before I will receive my order?
Answer: We do our best to get orders out as quickly as possible. If you have requested personalization, please allow 24 hours to receive an email that your proof is available and pending your approval. Your Proof is available in your account only and your response is required to prevent any delays in your order. We may also send you a text message that your Proof is available.

Once approved, your order will be processed and a shipping confirmation email will be sent. Tracking will also be available in your Account.

Question: What is your Return Policy?
Answer: All sales are final. However, will replace merchandise that is determined to be damaged, or for any errors made in shipping. Damage that occurs while in transit will be handled by the shipping authority.

For more information, please view our Return Policy.

Question: What method of Shipping do you use?
Answer: We use both UPS and USPS for shipping. We will determine the best method for shipping your order based on size and rates. We ship only to the continental United States.

Question: Will you share my information from the Newsletter or from an order placed?
Answer: We do not share or sell any customer information. For more information on our Privacy Policy.

Question: I cannot login to my account.
Answer: If you have forgotten your Password, please go to Forgot Password. If your email address has changed, simply login with your OLD Email Address and password, then update your account.

Question: Incorrect Shipping Address
Answer: Please contact us immediately if you have made an error on your shipping address. We are not responsible for incorrect shipping information provided.

Question: Do you ship to Canada?
Answer: No. We are not currently offering shipping outside the United States.

Question: Sales Tax Exempt Form
Answer: We are required to collect sales tax for all purchases within the United States except where exempted by law.

If you are exempt and wish to place orders without sales tax please send us a completed Sales Tax Exempt Form.
Please send by email to

Question: How do I check what browser I am using?
Answer: To help resolve any issues you may experience while visiting our web site, we may ask what browser you are using.
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