Frequently Asked Questions

Fingerprints
When identity information is collected and submitted by a partner funeral home or crematory, the fingerprint images are stored in our secure database and made available to the funeral home and family for memorial keepsakes, with a unique, alpha-numeric Personal Identification Number (PIN) assigned to the fingerprints. The family or funeral home may then use the PIN to order keepsakes here on LTKeepsakes.com. This unique PIN ensures that the fingerprints used are the correct ones. Just so you can be absolutely sure, we ask you to validate your PIN each time you order and allow you to confirm your Loved One's initials and the funeral home or crematory you are working with.
Fingerprints are securely stored in our database in perpetuity and your PIN is always available for ordering personalized keepsakes to honor the memory of your Loved One.
For security purposes, the fingerprints in our system are not available to the public for viewing. Should you wish to view your Loved One's prints, please contact your funeral home or crematory and they can assist you.
Generally speaking, we do not share fingerprint images, and our site security is robust. We keep all identity information safe and secure. Everything stays between the family, funeral home, crematory, and Legacy Touch, unless required by court subpoena. In very limited instances, images may be made available to our affiliated technology partners to improve our internal systems and applications, but in such cases, all identifying information about who the prints belong to or where they came from is removed before the images are made available. The family, of course, may share fingerprints with whomever they wish.
Legacy Touch Keepsakes Products
Our fingerprint charms, pendants, dog tags, pocket knives, lapel pins, and more are all available on 24-hour turnaround ( click here for the complete list). If you selected Express Delivery Service for any of those products before 11 a.m. Central Time, your order will be placed in our same-day manufacturing queue. The keepsakes you ordered will be hand-crafted to your specifications and shipped overnight. We do this to make them available for funerals and visitation services. Fingerprint keepsakes serve as remarkably moving reminders of the ways a Loved One touched the lives of others. Express Delivery Service guarantees a specific delivery date, while Standard Delivery dates are approximate.
That’s the idea behind our Express Service Delivery. We know of no other company that offers 24-hour turnaround on personalized keepsakes. For gifts such as bookmarks or lapel pins, it’s especially important to be able to deliver multiple products in time for funerals and visitations. Our fingerprint pendants and charms, with inscriptions or monograms, are available on 24-hour turnaround as well. Items ordered after 11:00am Central Time will be produced and shipped the next business day. Express Delivery Service guarantees a specific delivery date, while Standard Delivery dates are approximate.
Your beautiful keepsakes are quality heirlooms worth protecting. When not in use, we recommend storing them individually, in an airtight bag to guard from humidity. Avoid all chemicals (including chlorine), which can be damaging to fine metals. Lockets and urn pendants carry precious photos and ashes. For this reason, they should not be submerged in water. Quality jewelry should always be shielded from hairspray, bug spray, lotions, and swimming pools. Care for your keepsakes, and they will return the favor with many years of cherished comfort. For specific care instructions, see below or you can download or print the PDF version.

Crystal Legacy
We use premium grade optical crystal to capture your Loved One’s image. Our crystals are lead-free, hardened, and highly polished. All crystal is fragile, and care should be used when handling. Crystals can be cleaned with mild glass cleaner and a microfiber cloth. Do not use household cleaners, paper towels, or any product with abrasives.
14k Gold
Lockets can be cleaned with a soft cloth. For other 14k gold keepsakes, use warm water and mild dish washing soap. Soak your 14k gold keepsake for 20-30 minutes in the solution. Gently clean with a soft cloth or a soft-bristled brush. Rinse with lukewarm water to remove any soap residue. Please, no chlorine or other harsh chemicals or abrasives.
Sterling Silver
Lockets and urn pendants can simply be wiped clean with a soft cloth, or a silver polishing cloth. Rub gently, following the grain of the silver. All other sterling silver keepsakes can be wiped clean–or treated with silver tarnish remover, following instructions. Tarnish remover should be followed with a warm soapy wash. Rinse well, and towel dry.
Stainless Steel & Titanium
To clean your stainless steel or titanium keepsakes, use lukewarm water and mild dish washing soap. Soak your keepsake in the solution for approx. 5 minutes and then gently buff with a soft cloth. Rinse and allow to dry. Tarnish can be cleaned with a jewelry polishing cloth. Please do not use harsh chemicals or abrasive cleaners.
Brass
To clean your polished brass keepsakes, use lukewarm water and mild dish washing soap. Soak your keepsake in the solution for approx. 5 minutes and then gently buff with a soft cloth. Rinse and allow to dry. Tarnish can be cleaned with a jewelry polishing cloth. Please do not use harsh chemicals or abrasive cleaners.
My Account & Order Status
  1. Click the My Account icon ( ) at the top right hand side of our site or in the mobile menu
  2. Under New Customers, click the Continue button
  3. Follow the prompts to enter your email and password and complete setting up your account

Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

Click the My Account icon ( ) at the top right hand side of our site (or in the mobile menu) to login to your account. On the main account page, there are links to update billing and shipping addresses, payment information, email address, password, or even edit a review that you wrote. If you get stuck or have any questions, Contact Us.
Click the My Account icon ( ) at the top right hand side of our site (or in the mobile menu). Under the login box, click the link that says Forgot your password? Enter the email address you used to set up your account and then type in the letters and/or numbers in the image so we know you're not a robot. This will send an email to you with instructions on resetting your password.
Click the My Account icon ( ) at the top right hand side of our site to login to your account. Then click Review orders / track packages. If your order status shows as Shipped, find the tracking number and use it to track the shipment via the carrier's website. If you have trouble tracking your order or have any questions, Contact Us.
If you just placed your order and realize you made a mistake and need to change something or cancel the order, please call Customer Service toll free at (855) 802-6800 as soon as possible. Our office hours are Mon-Fri, 8:00am-5:00pm. Please be aware that once an item has been engraved, we can no longer change or cancel that item.
Occasionally we have to send an order in multiple shipments. For example, if one of your items was ordered with Express Delivery Service and the others were not, or one of your items has an extended production time. If you don't think this is the case and believe that an item is truly missing, please call Customer Service toll free at (855) 802-6800 to confirm.
Please use the Tracking number to track your shipment via the carrier's website (FedEx) for the most current and accurate data. You will receive a shipping confirmation email with your tracking number when your order ships, or you can click on the My Account icon ( ) and check your order status there. Please keep in mind that Express Delivery Service guarantees a specific delivery date, while Standard Delivery dates are approximate.
Shipping, Warranties, & Returns
Currently, we ship Legacy Touch Keepsakes to the United States and Canada, but we welcome other international inquiries. Please Contact Us to inquire about special shipping arrangements.
Shipping charges vary based on order contents and destination and are calculated in checkout. Many of our keepsakes offer the option of Express next business day delivery service. If you select Express delivery, a $15 Express Production fee per keepsake will be added to the price.
The $15 per item Express charge only covers the accelerated production and manufacturing of your unique, personalized keepsake. Each piece must go through multiple steps of layout, setup, proofing, engraving, polishing and packaging before it is shipped and to get all of this done the same day (if ordered before 11:00am Central time) is quite an accomplishment! The shipping charges, which are calculated in checkout, cover the cost of sending your order via tracked, insured courier (FedEx).
When your order ships depends on many factors, including product(s) ordered, overall order volume and when the order was placed. Once your order ships, you will receive a shipping confirmation email with a tracking number that will allow you to determine the exact date of delivery. Most of our products can be delivered in about a week, but a few of our keepsakes take a little more time. Many are also eligible for Express Delivery Service which delivers orders placed before 11:00am Central Time by the next business day. For our customers in the Kansas City metro area that choose local pickup, Customer Service will contact you directly to let you know when your order is ready to be picked up. For more information on shipping options, click here.
At Legacy Touch, we are committed to providing beautiful, high-quality, personalized keepsakes. Our keepsakes are warranted to be free from defects in materials or workmanship for one year from the date of purchase, except knives, lighters, and cigar cutters which carry a limited lifetime manufacturer's warranty and LED bases which carry a 30 day warranty. Within the respective warranty period, Legacy Touch will repair or replace the piece at no cost to the customer. The warranty does not cover pieces that have inscription errors made by the customer, pieces that are discolored due to environmental factors, pieces that are discolored due to allergic reactions, pieces that have been abused or neglected by the customer, or worn rhodium plating due to use. For orders with inscription errors made by the customer or funeral director, a 50% off discount will be applied to your keepsake replacement order. Freight for returns due to errors made by the customer/funeral director will be paid by the customer/funeral home. All RMA items will be shipped via our standard delivery service. To obtain warranty service, please contact us at customerservice@legacytouch.com. A Return Merchandise Authorization (RMA), which will be provided by Legacy Touch, is required for all returns/exchanges. Materials must be received within 30 days from the date that the RMA was issued. Any items returned without an RMA will not be processed.

Important Note:Please ensure that Urn Pendants and Lighters are empty and clean before shipping them back.
A licensed ring jeweler can resize a Legacy Touch fingerprint ring within one full size without affecting the integrity of the fingerprint. Legacy Touch can re-size most rings in half-size increments, larger or smaller; however, our equipment does have some limitations. Please Click Here for Details on Ring Resizing.
Legacy Touch Keepsakes are personalized, engraved products, created to your specifications. The only returns we can accept are those that involve manufacturing defects or damage in shipping. In those cases, Contact Us within 72 hours and explain the problem, and we will work to make it right. You must receive a Return Merchandise Authorization (RMA) from us to include with your return - any items sent to us without an RMA will not be processed. You are responsible for shipping the item back to us.

Important Note:Please ensure that Urn Pendants and Lighters are empty and clean before shipping them back.
If you believe you received the wrong product, please Contact Us within 72 hours and explain the problem, and we will work to make it right. You must receive a Return Merchandise Authorization (RMA) from us to include with your return - any items sent to us without an RMA will not be processed.
Payment & Billing
Sales tax will be added to local pickups and orders delivered to a Missouri address. Orders shipping to Canada will be charged VAT/GST.
Click the My Account icon ( ) at the top right hand side of our site or in the mobile menu to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please Contact Us for further assistance.

Please Note: All charges are submitted and processed in US Dollars (USD). Prices and totals displayed in currencies other than US Dollars (USD) are for our customers' convenience and are estimates only - currency exchange rates vary and will be determeined by the processing bank at the time of the transaction.
For your convenience, we accept most major forms of online payment, including Visa, Mastercard, Discover, American Express and Paypal. Approved Legacy Touch Partners in good standing can also pay by Purchase Order.

Please note: All charges are submitted and processed in US Dollars (USD). Prices and totals displayed in other currencies are estimates for your convenience only - currency exchange rates vary and will be determined by the processing bank at the time of the transaction.
Your credit card or Paypal account is charged when you submit your order. Credits are usually processed within 7-10 days of when we receive your item. Paypal transactions should show up immediately in your Paypal account. Most banks will show credit card transactions within 24 hours.
Using the Website
To find the Legacy Touch Keepsakes product you're looking for, click on a category image on our Home page, or use the navigation menus at the top of every page. You may also click the magnifying glass icon ( ) at the top of the page and then type a keyword into the SEARCH box to quickly find a specific product. If you have any trouble locating a product, feel free to contact customer service at (855) 802-6800 for assistance.
To navigate this website, simply click on a category you might be interested in. Categories are located at the top of our website and additional helpful links are at the bottom. QUICK TIP: Place your mouse cursor over anything you think could be a clickable link (images, buttons, stylized text). You'll notice that anytime you scroll over something that is a link, your mouse cursor will become a "hand". Whereas scrolling over anything that is NOT a link will leave your cursor as an "arrow". You may also click the magnifying glass icon () at the top of the page and then type a keyword into the SEARCH box to quickly find a specific product. If you have any trouble locating a product, feel free to contact customer service at (855) 802-6800 for assistance.
After adding items to your cart, click the shopping cart icon () at the top of this site to view your cart. At the bottom of the shopping cart you'll see a box where you may enter your coupon code and then click Apply.