Free standard shipping across Canada on orders $100+ Free standard shipping across Canada on orders $100+ Free standard shipping across Canada on orders $100+ Free standard shipping across Canada on orders $100+
Bag 0Create your gift

Terms of service

Terms of Service

Last updated: October 27, 2026

Welcome to Heirloom Memories. These Terms of Service apply to purchases from heirloom-memories.ca and use of our personalized gift services, customer editing tools, and QR-linked memory galleries.

In these terms, “we,” “us,” and “our” mean Heirloom Memories, operating in Calgary, Alberta. Please read these terms before placing an order.

1. Our Services

Heirloom Memories creates personalized photo frames connected through a QR code to a digital gallery of photographs, voice recordings, and, where included in the selected package, videos.

The products, options, and services included in your purchase are those described at checkout and recorded in your order confirmation. Sample images illustrate design possibilities; your finished gift will reflect your selected options, submitted content, and approved artwork.

Our storefront uses Shopify. Your purchase agreement is with Heirloom Memories.

2. Placing an Order

You must be legally able to enter into a purchase agreement and provide accurate contact, billing, shipping, and personalization information.

Please check your email address carefully. We use it to send order updates, editing links, artwork review requests, and deadline reminders.

If an order cannot be fulfilled because of unavailable materials, unsuitable content, or another significant issue, we will contact you to discuss an alternative or refund for the unfulfilled purchase. We will not substitute a materially different product without your agreement.

3. Prices and Payment

Prices are in Canadian dollars unless otherwise stated. Applicable taxes and any optional charges are shown before payment.

Your confirmed purchase price will not change because we later update our prices. Additional work or upgrades requested after purchase require your agreement to any additional charges.

Payment is processed through the payment methods available at checkout.

4. Frames and Printed Artwork

Listed sizes refer to the printed artwork: 8.5 × 11, 11 × 14 and 16 × 20 inches. Corresponding outside frame dimensions are 9.5 × 12, 12 × 15 and 16.75 × 20.75 inches. All frames are 1.5 inches deep.

Screen settings, lighting, and the printing process can produce reasonable differences between an on-screen preview and a finished print. Frame finishes, particularly wood finishes, may also vary slightly.

These variations do not excuse a product that is defective, materially different from its description, or inconsistent with the approved design.

Print quality depends partly on the quality of the files supplied. We may request replacement files if photographs are too small, blurry, damaged, or unsuitable for the chosen design.

5. Gallery Packages and File Requirements

Unless your order states otherwise, our gallery packages include:

  • Standard: Up to 3 photographs, plus 1 optional voice recording, included with the frame.

  • 5-file package: Up to 5 photographs, plus 1 optional voice recording, for an additional $5.

  • 10-file package: Up to 10 photographs and/or videos in total, plus 1 optional voice recording, for an additional $10.

Each uploaded file, including the optional voice recording, must be smaller than 20 MB. The upload tool identifies supported formats.

Photographs used to prepare your printed artwork are separate from the gallery allowance. For example, a printed collage may require more photographs than the number included in your QR gallery.

Please retain your original files. Your gallery should not be your only copy of important memories.

6. Your Content and Permission to Use It

You retain ownership of the photographs, recordings, videos, and written content you provide.

You give us permission to copy, arrange, crop, resize, format, print, store, and display that content as reasonably necessary to prepare your gift, operate its gallery, and provide related support. This permission also allows our service providers to perform those functions on our behalf.

You must have the rights and permissions needed to submit the content and share it with people who can access the gallery. Where necessary, this includes permission from people appearing in photographs or recordings and appropriate parent or guardian permission for children’s content.

Do not submit unlawful, abusive, exploitative, or infringing material, malicious files, or content that violates another person’s privacy.

We will request separate permission before using your personal content in our advertising or public sample galleries.

7. Reviewing Your Artwork and Gallery

Where available, your customer editing page allows you to:

  • Personalize the recipient greeting and gallery.

  • Upload or replace permitted gallery content.

  • Submit or replace a voice recording.

  • View your printed artwork proof.

  • Request artwork changes in writing.

  • Approve your printed artwork and gallery.

Printed artwork is prepared by our team. The artwork review tab allows you to request changes or approve the proof; it does not provide direct editing of the print design.

Before approving, check names, spelling, dates, photograph selection, cropping, messages, and the overall layout. Please also test your gallery recordings and videos.

Your approval authorizes us to proceed with the approved version. Approval does not remove your rights if the delivered product is defective or differs materially from that version.

8. The 72-Hour Approval Deadline

All initial-review edits, artwork change requests, approvals, and final shipping instructions must be completed at least 72 hours before the requested delivery date, by the exact deadline displayed for your order.

Your order page and review communications identify the deadline and applicable time zone. Contact us promptly if the deadline is missing or appears incorrect.

Once all required sections are approved, printed artwork editing locks. Without Dynamic QR, greeting, gallery and voice editing also closes after approval or at the review deadline. Purchased Dynamic QR allows ongoing digital changes after approval, within the purchased package limits, with no scheduled editing expiry or recurring fee. Publish each digital update when ready; printed artwork remains final.

At the deadline, a complete order that is ready for approval and has no unresolved change request may be automatically approved using the latest saved versions.

An order with missing required content, no available artwork proof, or an unresolved correction request will be placed on hold for staff review instead of being treated as ready for production. This may require a revised delivery date.

We send reminders to help you complete your review. Email delivery can be delayed or filtered, so please also check the deadline shown on your order page.

Automatic approval is not permission for us to ignore a change request submitted before the deadline.

9. Changes After Approval

If you approve accidentally or need a correction after editing has locked, contact us immediately at hello@heirloom-memories.ca.

Authorized staff can review your request and, where feasible, make changes through our Studio. Customer editing does not automatically reopen.

Changes may be limited once printing or dispatch has begun. We will explain any effect on timing or cost before carrying out additional chargeable work.

10. Shipping and Delivery

We offer free standard shipping across Canada on orders of $100 or more after discounts, before tax. Applicable standard shipping charges are shown at checkout. Standard delivery is the only shipping option currently offered.

A requested delivery date helps us plan your order. It is not an unconditional guarantee of arrival on that date unless we expressly provide a delivery guarantee for your purchase.

Production readiness, the destination, carrier schedules, holidays, weather, and other disruptions can affect delivery. Meeting the approval deadline is necessary for production planning but does not eliminate carrier delays.

Please provide a complete and accurate delivery address. Contact us promptly if it changes. If a parcel requires redirection or reshipping, we will explain any proposed additional charges before seeking your agreement.

We will assist with missing, delayed, or damaged deliveries. Nothing in this section removes your statutory rights concerning delivery.

11. QR Codes and Recipient Access

The QR code on your artwork links to your recipient gallery. Viewing requires an internet connection and a compatible device.

Anyone with the QR code or direct gallery link can view the gallery without signing in. The link is not restricted to a named recipient and may be forwarded.

Keep customer editing links private. They provide different permissions from recipient viewing links.

Our galleries are intended for viewing and playback. Even where download controls are absent, we cannot prevent screenshots, screen recording, or every other form of copying.

12. Ongoing Gallery Access

Your purchased gallery has no scheduled expiry date and does not require a recurring subscription under the package purchased.

We intend to maintain ongoing access. However, digital services may experience maintenance, outages, or changes in technology, and uninterrupted availability cannot be guaranteed.

If a significant service change threatens continued access, we will make reasonable efforts to notify affected customers and provide a practical transition or retrieval option where possible. This does not remove any remedy available under applicable law.

Content may become unavailable following a valid deletion request, a legal requirement, or necessary action addressing unlawful content or a security threat. We will explain the reason where appropriate and legally permitted.

13. Cancellations, Returns, and Problems

If you need to cancel or change your order, contact us as soon as possible. Because our products are personalized, the options available may depend on whether design work, printing, or dispatch has begun.

Any specific cancellation or return conditions disclosed before purchase apply only to the extent permitted by law. These terms do not introduce an undisclosed cancellation fee or a blanket exclusion of refunds.

If your gift arrives damaged, is defective, or differs materially from the agreed order, contact us with your order number and a description of the problem. Photographs of the item and packaging can help us investigate.

We will assess the issue and provide an appropriate remedy in accordance with applicable law. Keep the item and packaging while we arrange the next steps where reasonably possible.

14. Privacy and Service Communications

Our handling of personal information is explained in our Privacy Policy:

https://heirloom-memories.ca/policies/privacy-policy

We send operational messages relating to your purchase, including review requests, change confirmations, approvals, deadline reminders, and delivery updates. These are separate from optional marketing communications.

Heirloom Memories Studio may send these notifications through our authorized Google business email connection. Customers do not need to grant access to their own Gmail accounts to receive them.

15. Acceptable Use

You must not attempt to access another customer’s editing page, interfere with our systems, distribute malicious files, or use our services unlawfully.

We may restrict access where reasonably necessary to address a security threat, misuse, or unlawful content. Where appropriate, we will explain the restriction and allow the issue to be resolved.

16. Our Website and Designs

Our branding, website layout, templates, and other original business materials belong to Heirloom Memories or their respective owners.

Purchasing a personalized gift allows you to use and share that gift and its recipient gallery for personal purposes. It does not transfer ownership of our underlying website, software, or reusable design templates.

This does not affect your ownership of the content you supplied.

17. Consumer Rights and Disputes

Nothing in these terms excludes or limits rights, warranties, remedies, or liabilities that cannot lawfully be excluded or limited.

If a problem arises, please contact us first so we can try to resolve it. You retain your right to contact a consumer protection authority or pursue available legal remedies.

These terms are governed by the laws of Alberta and applicable federal laws of Canada, without removing any mandatory consumer protections that apply where you live.

18. Changes to These Terms

We may update these terms for future purchases and use of our services. The updated version will show a revised date.

Changes will not retroactively reduce the rights or benefits agreed to for an existing purchase without your agreement, except where required by law. We will provide additional notice where required.

19. Contact

Heirloom Memories
Email: info@heirloom-memories.ca