Privacy Policies

Return , Warrenty & Product Use

A glimpse of the moments our customers chose to keep close. Every photo becomes a one-of-a-kind keepsake.

Privacy policy

Last updated: June 7, 2026

Kaymomi operates this store and website, including all related information, content, features, tools, products and services, in order to provide you, the customer, with a curated shopping experience (the "Services"). Kaymomi is powered by Shopify, which enables us to provide the Services to you. This Privacy Policy describes how we collect, use, and disclose your personal information when you visit, use, or make a purchase or other transaction using the Services or otherwise communicate with us. If there is a conflict between our Terms of Service and this Privacy Policy, this Privacy Policy controls with respect to the collection, processing, and disclosure of your personal information.

Please read this Privacy Policy carefully. By using and accessing any of the Services, you acknowledge that you have read this Privacy Policy and understand the collection, use, and disclosure of your information as described in this Privacy Policy.

Personal Information We Collect or Process

When we use the term "personal information," we are referring to information that identifies or can reasonably be linked to you or another person. Personal information does not include information that is collected anonymously or that has been de-identified, so that it cannot identify or be reasonably linked to you. We may collect or process the following categories of personal information, including inferences drawn from this personal information, depending on how you interact with the Services, where you live, and as permitted or required by applicable law:

Contact details including your name, address, billing address, shipping address, phone number, and email address.
Financial information including credit card, debit card, and financial account numbers, payment card information, financial account information, transaction details, form of payment, payment confirmation and other payment details.
Account information including your username, password, security questions, preferences and settings.
Transaction information including the items you view, put in your cart, add to your wishlist, or purchase, return, exchange or cancel and your past transactions.
Communications with us including the information you include in communications with us, for example, when sending a customer support inquiry.
Device information including information about your device, browser, or network connection, your IP address, and other unique identifiers.
Usage information including information regarding your interaction with the Services, including how and when you interact with or navigate the Services.
Customer-Submitted Photographs.
Kaymomi is a custom-made-to-order business. For photo products such as the Kaymomi Arc, you upload a photograph to be reproduced as a lithophane. We treat these photographs as sensitive personal information and apply enhanced protections to them, as described in the "Photo Data Handling" section below.
Customer-Submitted Text. Some Kaymomi products, including the Mood Sign and Insert Refills, allow you to submit custom text to be printed on a physical insert. We use this text solely to produce your order. We do not use it for marketing, analytics, or any purpose other than fulfilling your purchase, and we do not share, sell, or license it. Custom text is retained with your order record for our standard order-history period and is not published, displayed publicly, or associated with you outside your order.

Return and Refund Policy

Last updated: June 7, 2026

At Kaymomi, every illuminated lithophane is custom-made to order using a photograph you provide. Because each piece is unique to you, the following policy reflects the realities of personalized manufacturing while ensuring you are fully protected against any defect, damage, or error on our part.

Final Sale on Custom Orders

All Kaymomi orders are personalized, made-to-order products. Once production begins, orders are non-refundable and non-returnable except in the specific cases outlined below. By placing an order, you acknowledge that your piece is being individually manufactured for you and cannot be resold.

Order Cancellation Window

You may cancel your order for a full refund within 12 hours of placing it, provided production has not yet begun. To cancel, email support@kaymomi.com with your order number as soon as possible. Once we begin printing or assembly, cancellation is no longer possible.

We Replace or Refund For

We will replace your order at no cost, or issue a full refund at our discretion, in the following situations:

Manufacturing defects: Visible cracks, dead LEDs, faulty power components, or any defect resulting from our production process
Damage in transit: Items that arrive broken, scratched, or visibly damaged due to shipping
Incorrect order: If we print the wrong photograph or send the wrong format
Non-delivery: Orders that fail to arrive within 30 days of the original estimated delivery date, where the carrier confirms loss

To request a replacement or refund under these conditions, email support@kaymomi.com within 14 days of delivery with:

Your order number
A clear photograph showing the defect or damage
A brief description of the issue

We will respond within 24 hours and arrange a replacement or refund. In most cases, you will not be required to return the original item.

We Do Not Refund For

The following situations are not eligible for refund or replacement:

Change of mind or buyer's remorse
Dissatisfaction with the appearance of a lithophane made from a low-quality, low-resolution, or low-contrast photograph (we strongly recommend reviewing our photo guidelines before purchase)
Gift recipient preferences or reactions
Customer-selected size, format, or product variant
Damage caused by improper use, dropping, exposure to water, or use of incompatible power sources
Orders refused at delivery or returned to sender due to incorrect address provided by the customer

Photo Quality

Because lithophane quality depends on the photograph you provide, We are not responsible for outcomes resulting from photographs that do not meet our recommended specifications.

Refund Processing

Approved refunds are issued to the original payment method within 5–10 business days of approval. Original shipping charges (if applicable) are non-refundable except in cases of manufacturing defect or non-delivery.

Questions

Shipping Policy

Last updated: June 7, 2026

This policy describes how Kaymomi processes, packages, and ships your made-to-order pieces — including the Kaymomi Arc, the Mood Sign, and Insert Refills. Please read it carefully: because everything is made to order, our timing differs from standard e-commerce.

Where We Ship

Kaymomi currently ships to:

All Canadian provinces and territories
All US states

We do not currently ship internationally outside of Canada and the United States. If you would like to inquire about international shipping, please email support@kaymomi.com.

Processing Time

Because every Kaymomi lithophane is custom-made to your photograph, orders require production time before they ship. Standard production time is 2-3 business days from the date your order is placed.

Production includes:

Reviewing and preparing your uploaded photograph or custom text.
3D-printing your piece in our Guelph, Ontario facility
Hand-assembling
Quality control inspection and packaging

Orders placed on weekends and statutory holidays will begin production the next business day.

Shipping Time

Once your order leaves our facility, transit time depends on your destination:

Within Canada: 2–7 business days
To the United States: 5–10 business days

You will receive a shipping confirmation email with tracking information as soon as your order is dispatched.

Total Time from Order to Delivery

Most Canadian customers receive their order within 4-10 business days of placing it. Most US customers receive their order within 7-13 business days.

These timelines reflect standard production and shipping under normal conditions. We cannot guarantee delivery dates for time-sensitive gifts. If you need an order for a specific date (birthday, anniversary, memorial event), please email support@kaymomi.com before ordering and we will do our best to accommodate.

Shipping Costs

Shipping is free on all orders to Canada and the United States.

Packaging

Kaymomi pieces are packaged with care for safe transit:

Protective film on all acrylic surfaces (please peel before use)
Custom foam inserts to protect the frame and electronics
Sturdy packaging box for shipments

Despite this protection, occasional transit damage can occur. If your order arrives damaged, please follow the instructions in our Refund Policy to request a replacement.

Lost or Stuck Packages

If your tracking shows no movement for 7 or more business days after dispatch, please contact us at support@kaymomi.com with your order number. We will investigate with the carrier and, if the package is confirmed lost, replace your order at no cost.

Address Accuracy

You are responsible for providing an accurate and complete shipping address at checkout. Orders returned to us due to incorrect addresses, incomplete addresses, or refused delivery will be re-shipped at your cost. We are unable to refund orders that fail to deliver due to address errors on the customer's part.

Customs and Duties (US Orders)

For orders shipping to the United States, Kaymomi declares the full order value on the customs form. Most orders under $800 USD enter the US duty-free under the de minimis threshold. Any duties, taxes, or import fees that may apply are the responsibility of the recipient.

Questions

For any shipping-related questions, contact us at support@kaymomi.com