FAQ
Find answers to our most frequently asked questions below. If you can't find what you're looking for, please email us at forgotmysouvenir@gmail.com or use our contact form.
Orders & Shipping
Can I make changes to my order before it ships?
Unfortunately, we can't make changes or cancel an order after it's been submitted.
Why was I charged tax?
We unfortunately don't have control over the taxes that are charged - they are added in automatically and are subject to tax laws that are currently being updated.
Will I be charged right away when I place an order?
Yes, your card will be charged right away. We don't store payment information for security purposes.
How long will it take for my order to arrive?
Currently, orders can take 2-3 business days to process before shipping. From there, shipping times are dependent upon location. Check out our shipping policies for more information on when to expect your package.
Note: FedEx and USPS are experiencing some transit delays. Tracking details may be slower than normal to update. Please allow for additional time for all deliveries. Thanks for bearing with us!
How do I track my order?
Once your order has shipped, you’ll receive a separate email with a tracking number to monitor its progress.* Occasionally, this email may end up in your spam or promotions folder, so be sure to check there if it seems like you've been waiting longer than expected.
If you're unsure about your order status, you can always log into your account and select the order in question to view the latest updates.
*Please keep in mind that tracking information may take a day or two to be updated by the carrier. If it appears to not be moving, it’s likely still on its way!
Do you ship internationally?
We do! We are US based but do ship to other countries. Please see our policy here: shipping policy
My order did not arrive, what do I do?
Oh no! We’re sorry to hear that. While our shipping carriers operate independently from Forgot My Souvenir, here are a few ways we can help:
- Just marked as delivered? If your package was marked as delivered within the last day or two, don’t worry! Sometimes carriers scan packages before they actually arrive. Keep an eye out, as it should show up soon.
- Tracking not updating? If your tracking hasn’t been updated for an unusually long time or was never updated after the label was created, it may have been lost in transit. Please reach out to us at forgotmysouvenir@gmail.com, and we’ll be happy to look into it for you.
- Temporary addresses: If the shipping address was a temporary location, we unfortunately can’t take responsibility if the recipient is no longer there when the package is delivered within the estimated timeframe.
To ensure we can assist you, please report any lost packages within 30 days of the ship date. If a package is not reported within this timeframe, we won’t be able to offer a replacement or refund.
Let us know how we can help! 😊
Returns & Exchanges
What is your return/exchange policy?
All items are custom-made to order; therefore, we unfortunately cannot accept returns or exchanges for change of mind.
If an item is damaged or defective, please reach out within 7 days of delivery for a resolution. More information on our policy can be found here: Return policy
My package arrived damaged, what should I do?
We're sorry to hear that! Please email a photo along with your order number to forgotmysouvenir@gmail.com, so that we can assist you with a solution.
My item was damaged out of the return/exchange window, what should I do?
Feel free to send us a photo! While normal wear and tear wouldn’t qualify for a replacement or refund, if the damage appears to be a manufacturing defect or excessive, we’d be happy to review it.
Products
What processes do we use to create our products?
We use DTG or direct to garment printing. All clothing items are created by running each tee through a printer where the design is printed with ink directly on the garment. After printing is completed, a heat press cures the design. You may see some fading with the first wash as this is normal for this type of process but it should not continue through the life of the tee.
Who designs your products?
We design all of our graphics in-house. Read more about our story and the maker here: About Us
Do you print your t-shirts?
We create all of our designs in-house, and to ensure the highest quality printing and fulfillment, we work with a trusted production partner. This allows us to bring our unique designs to life on premium apparel while efficiently delivering orders to our customers.
Every item is made to order just for you!
I love your graphics. Do you do custom work?
Yes, please email forgotmysouvenir@gmail.com with a brief description of your project.
Still have questions?
If you have any additional questions or need help with your order, just send us a quick message forgotmysouvenir@gmail.com and we would be happy to help!