Everything you need to know about Momentz.
Whether you're creating a personalized frame or choosing one of our ready-to-order designs, we've answered the most common questions below.
About Your Order
What types of products does Momentz offer?
Momentz offers a growing collection of frames and products designed to celebrate memories, relationships and meaningful moments.
Some products are customized specifically for you, while others are ready-to-order designs that don't require personalization.
How does a customized order work?
Once you place your order, we'll collect the photos and details required to create your design.
Our designers then create your personalized artwork and share it with you for approval.
Once you approve the final design, it moves into printing, framing and delivery.
Can I see my design before it is printed?
Yes.
For customized products, we share the final design with you for approval before it goes into production.
This gives you the opportunity to check important details such as names, dates, photos, text and the overall layout.
Can I request changes to my design?
Yes. Customized products include 5 free revisions during the design process.
You can review the design and request changes before giving your final approval.
Once the design has been approved and sent for production, it is considered final.
Shipping & Delivery
How long does it take to receive my order?
For customized products, the typical process is:
Design creation: 2 days
Printing & framing: 1 day
Delivery: 3–4 days
So the typical total timeline is around 6–7 days after we receive all the required details.
Ready-to-order products may have a shorter processing timeline because they don't require the customization process.
Do you offer free delivery?
Yes.
We offer free delivery across India on our orders.
How can I track my order?
Once your order has been shipped, we'll send you an email containing your tracking number and the courier partner handling your shipment.
You can use those details to track your order and follow its delivery status.
When will I receive my tracking details?
You'll receive your tracking information once your order has been dispatched.
Customized products need to go through the design, approval, printing and framing process before they can be shipped.
Customized Products
What information do I need to provide for a customized frame?
Depending on the product, we'll ask you for the relevant photos, names, dates, messages and other details required to create your design.
We'll guide you through exactly what is needed for your particular product.
Can I change my photos after approving the design?
Once you've approved your final design and it has moved into production, the design is considered final.
Changes to photos, text, names, dates or layout after approval aren't covered under the replacement policy.
What happens if I make a mistake in the information I provide?
Please carefully check all names, dates, photos, messages and other information during the design approval process.
We give you the opportunity to review and approve your design before production.
Once approved, the design is considered final.
Replacement & Quality
Do you offer a replacement warranty?
Yes.
Eligible products are covered by our 30-day replacement warranty for print quality issues.
If the print quality fades or deteriorates within 30 days of delivery, contact us with clear photographs so we can review the issue.
What if my product arrives damaged?
If your frame arrives physically damaged during transit, please record a continuous, unedited unboxing video.
Start recording before opening the package and continue recording while opening the package and revealing the product.
If the damage is verified as transit-related, we'll arrange a replacement of the same approved product/design.
Is physical damage after delivery covered?
No.
Physical damage that occurs after delivery — such as accidental drops, mishandling, improper hanging or other external damage — is not covered by the 30-day replacement warranty.
The 30-day warranty specifically covers print quality issues.
What if there is a printing or production error from Momentz?
If your final product contains a printing or production error caused by our team, please contact us with your order details and clear photographs.
We'll review the issue and, if verified, arrange a replacement.
Cancellation & Refunds
Can I cancel my order?
If you need to cancel your order, please contact us within 12 hours of placing the order.
We'll check the status of your order and, where possible, process the cancellation before the design or production process begins.
Once work has started on a customized order, cancellation may no longer be possible.
Do you offer refunds?
Momentz does not offer refunds.
Our products, particularly customized frames, involve dedicated design, production and personalization work. Once an order moves into the customization or production process, significant work has already been carried out specifically for that order.
If an eligible issue occurs with your product, we follow our replacement policy instead.
Need More Help?
If you still have a question that isn't answered here, don't hesitate to reach out to our team.
Send us your order number and question, and we'll be happy to help.
We're here to make your Momentz experience as smooth as the memories you're creating. ❤️