Cancellations before production
Orders can usually be canceled before production begins. If you need to cancel, contact Magnetic Gems as soon as possible with your order number and the name, email, or phone used at checkout.
Refunds & Cancellations
Refunds, cancellations, and order changes.
Custom photo products are made from your personal photos and notes, so the timing of your request matters. Please contact us quickly if anything needs to change.
After production begins
Because custom photo magnets and personalized keepsakes are made specifically for each customer, orders may not be refundable once production has started. We will still review concerns and do our best to help.
Order changes
Photo swaps, crop notes, quantity changes, pickup changes, and shipping address updates should be requested before production begins. After production starts, changes may not be possible or may require a new order.
Damaged or incorrect items
If your order arrives damaged or incorrect, contact us with your order number and clear photos of the issue. We may offer a replacement, reprint, pickup correction, or refund depending on the situation.
Photo quality issues
Original, clear photos print best. Screenshots, blurry photos, dark photos, or images with faces too close to the edge may affect the final result. If we notice a major issue before production, we may contact you. If the uploaded photo itself is low quality, refunds may not be available for print results caused by the original image.
Shipping issues and event deadlines
Shipping delays can happen outside of our control. If your order is needed for a wedding, birthday, baby shower, graduation, memorial, or event, please order early and mention the date in your notes. Event deadlines are not guaranteed unless clearly confirmed.
Refund timing
Approved refunds are processed through the original payment method when possible. Processing time can vary depending on Square and the customer’s bank or card provider.
Need help?
Questions about an order, photo upload, cancellation, or pickup can be sent through the contact page. We will do our best to help before production begins.