A note about our memory bear and keepsake work flow:
Once you place your order for a memory bear, keepsake animal or doll, you will get a personal email within 24 hours with instructions on where and how to send your fabric to us. Due to the pandemic, shipping has been slower than usual these days. We understand that waiting can be difficult, but we can assure you that all parcels are arriving within a few weeks.
Each business day we collect all parcels from our parcel locker in the late evening. The night yours arrives we will email you with a ship date (usually) on a Tuesday in about 6 weeks. We print your order details, place it with your fabric in a ziploc bag, and add it to the wooden dresser. Over the next couple of weeks, as we work our way through the keepsakes in the order in which they arrived, your fabric makes its way up from the bottom drawer to the top.
About two weeks before your ship date your order goes into one of the plastic drawers. That’s when the real work begins! We dismantle the clothing, prepare the fabric, cut out and pin the pattern pieces, complete any embroidery and sew each order. The day before we plan to ship your order, your keepsake is stuffed and completed. Then it is photographed, packed, a shipping label is affixed. In the morning, orders bound for interior BC areas and orders worth over $1000 are dropped off with Canada Post. Other orders bound for destinations in Canada and the United States are packed together in a large box. A courier comes to pick them up directly from us and delivers them to our brokerage agents in Richmond, BC (the tracking number we provide you with will start working when the parcels arrive in Richmond, which usually takes 2 or 3 days). Canadian orders will be sent on their way from Richmond, and US orders are taken across the border and shipped by UPS/USPS right to you!
At any given time we have 30-60 open orders and each of those customers has their own timelines and deadlines. To keep the process fair for everyone, we always complete keepsakes in the order in which the fabric is received. We do not accept rush orders, but always strive to complete everyone’s order in a timely manner while maintaining the highest standards of quality.
By purchasing a keepsake animal, you are reserving a spot in our workflow schedule, and once that schedule is full we close for new orders for a time. We require fabric be sent in promptly after payment to keep our timelines fair and accurate. We reserve the right to cancel your order if we have not received the tracking number for your fabric on its way to us within one week of purchase.