Frequently Asked Questions

Contact and Ordering FAQ's

How do I place an order?

You can order online 24/7.  We can email, fax or mail you an order form.  

What is your contact information?

For snail mail:  PO Box 880805, Boca Raton, FL 33433.  Our phone number is 877 432 7864.  Our fax is 877 432 7770.  You can email us at info@keytomyheart.net.  Our phone hours are 10am - 2pm EST.

How are your items packaged?

Each of our products comes in a super cute heart box.  It is pink and has our logo embossed in silver on it.  Each item ordered comes with a silver polishing cloth.

Are my transactions secure?

Our website is on a secure server.  The transfer of information between you and keytomyheart.net is protected by Secure Socket Layer (SSL) technology, the highest standard of encryption technology available on the Internet.  It encrypts all of your information (credit card number, name and address) so that the information cannot be intercepted or read as it travels over the Internet.

Can you keep my credit card number on file for future orders or additions to my pending order?

We do not store any credit card information, anywhere.  That way, there is no way for it to be stolen, copied or hacked from our system.  It gives everyone a little piece of mind.

What gift options do you offer?

A gift message, typed on a cute gift card can be included at no charge. If you choose the gift option, we will not include an invoice with the order.  Your email confirmation will be the only receipt you will receive.  We can also include a blank gift card at your request.  Instead of typing a message in the gift message box, type, “include blank gift card”.

How do I place an order?

Orders can be placed online and via fax 24/7.   Orders are also accepted via mail and phone.

What methods of payment are accepted?

We accept Visa, MasterCard, American Express and Discover. You may also mail us a money order.  We do not recommend sending cash.   Our policy is to charge the customer when the order is placed.  That is due to the fact that the product is personalized.  Thanks for your understanding.

Can I return my purchase?

Due to the personalized nature of this product, our products cannot be returned.   They are each custom made according to your specifications.   

General FAQs

Do you have a print catalog?

From time to time we publish a print catalog (it is brief and does not feature our full lines) that can be requested via phone or email.

Do you wholesale?

At this point, we are not selling wholesale. However, please do send us some information on your store; we'll keep it on file for when we do start branching out.

How can I get coupons?

We frequently treat our customers to special deals by sending them coupons with their orders.  Coupons cannot be requested by phone or email.

What about my privacy?

Key to My Heart protects your private contact information and does not give your personal information to anyone, anywhere, anytime.

Can I use images or text from your website or copy the design of your products?

All necklace, bracelet, ring and key chain designs, pictures, images and text on our website and in our print materials are the sole property of Key to My Heart.   Please do not request specific information about the materials and processes we use to create our jewelry.  We do not allow copying or use of any of these items in part or full by other individuals, companies, and/or websites in any manner. Our product designs are protected under Federal Copyright Law.  Key to My Heart is a Registered Trademark.  We will not hesitate to prosecute offenders to the fullest extent of the law.  

I'm interested in shopping for a cause; does your site donate to any charities?

Yes.  Key to My Heart periodically donates a portion of our proceeds to Have a Hearty Children’s Cancer Charity (haveaheartcharity.org).  Have a Heart helps to make life more fulfilling for children with cancer and their families.  

Shipping FAQ's

How long will it take to receive my order?

Typically, our production time is 2 weeks.   Production time does not include shipping time, which adds a few days.  If you need your order sooner, please choose the "Rush Option".  If you choose this option, the product will be in your hands in 5 business days.  This Rush option is $40.  Our Rush is ONLY AVAILABLE IN THE CONTINENTAL UNITED STATES AT THIS TIME.   IT IS NOT AVAILABLE FOR INTERNATIONAL ORDERS.  During holidays such as Valentine's Day and Mother's Day, Christmas & Chanukah production time may be a bit longer.  At that point, a message will appear on this site noting the deadline for holiday orders.  

How long does shipping take?

UPS or Fedex shipping takes from 1-7 days depending on where you live.  We are in Florida, so Florida orders are received 1 day after they ship, while Washington state orders take 5-6 days to get to their destination.  Once your packages ships, UPS or Fedex will send you an email (to the address you provide during checkout) with your tracking information.

USPS International Express takes 7 - 10 business days, depending where you live.

What are your shipping options?  Is there International shipping?

Currently, we offer UPS  or Fedex ground shipping for all orders in the United States and Canada.  We know it is a bit pricier than the USPS, but with UPS or Fedex you can track your package every step of the way and it is insured for loss.  For rush orders, an expedited form of UPS or Fedex will be used. The exact shipping amount will appear on the checkout page before you checkout (once you put in your address). Depending on where you live (and due to the climbing prices of fuel), it ranges from $8 - $11 for US orders, $12-$14 Canadian orders and around $20 for Alaska and Hawaii.

For international orders, we use USPS International Express.  This will get your order to you in about a week, depending on where you live.  We ship to most countries - all over the world!

Can you notify UPS or Fedex to leave my package without a signature?

No we cannot.  It is up to your UPS driver.  If you wish to leave special instructions for him, please do so by leaving a note on your door rather than in the comments section of your order.

Personalized Necklace FAQs

What are the necklaces made of?

They are made of the finest quality sterling silver and Swarovski crystals.   

How many letters can I order on each Pendant?

Each Pendant includes up to 10 letters - all lowercase.  We suggest 1 name or word on each Pendant.  A space counts as a character.  You may order the alphabet, numbers, &, - , stamped onto your pendant.  Each of the letters on our necklaces and bracelets is individually hand-stamped.  It will not be perfectly straight or spaced – it may appear askew.  This is part of the design of the jewelry.  No machine is used to construct any of our designs.  Because our designs are hand-crafted, you will know that your piece is one of a kind.

Can I add more pendants once I've received my necklace?

Your necklace can hold up to 6 pendants and 6 coordinating crystals.  Additional sets of pendants/crystals can be ordered over the phone or via email.  They are $30 each plus shipping. You do not need to send in your necklace for us to attach additional pendants.   You can slide pendants and crystals on and off the chain as you wish.  Download our additional pendant/crystal form by clicking here.

What size chain is the necklace?  

The necklace comes with an 18 inch chain.  You can request a 14 (for young girls) 16 or 20 inch chain by doing so in the comments box during checkout.  There is no additional charge to change the chain length, but it may delay your order by a few days.

What are the Crystal choices?

The heart shaped Swarovski Crystal color choices are: Garnet (January), Amethyst (February), Aquamarine (March), Crystal (April), Emerald (May), Lt. Amethyst (June), Ruby (July), Peridot (August), Sapphire (September), Rose (October), Topaz (November) and Lt. Sapphire/Blue Topaz (December).

How do I care for my necklace?

We recommend the using our Jewelry Care Cloth.  Occasional, gentle polishing with this cloth will assure that your necklace always sparkles.  Do not use any other silver polishing materials to clean your necklace.  Each necklace purchased comes with this cloth.  Please do not shower or sleep while wearing your necklace as it can ruin the finish.  Do not spray perfumes, wear to the gym or try to clean it any other way.

Help, my son’s name is Christopher and it has 11 letters!

To order a necklace or key chain with CHRISTOPHER on it, order it as CHRISTOPHE and then in the comments section, type “Please add an R to CHRISTOPHE.” Otherwise, we strictly limit to 10 letters.  There cannot be any exceptions.

Key chain FAQs

What are the key chains made of?

They are made of the finest quality sterling silver beads and Swarovski crystals. The heart key tag is made of nickel.  

How many letters can I order on each Dangle?

Each Dangle includes up to 10 letters. We suggest 1 name or word on each Dangle.   A clear crystal is included between each letter. All you need to do it type the name you would like on your key chain.

Can I add more Dangles once I've received my key chain?

Your key chain can hold up to 6 Dangles. Additional Dangles to reach the max of 6 can be ordered over the phone , via email or by mail.  They are $36, which includes return shipping to you. You need to send in your key chain for us to attach additional Dangles.   AN ADDITIONAL DANGLE FORM MUST ACCOMPANY YOUR ORDER OR IT WILL BE RETURNED TO YOU.  You can download a form by clicking here.  

Tell me about the Heart and Square Frame charms.

The Heart Frame and Square Frame charms actually hold a picture.  There is an additional $8 charge for these Frame charms.  The picture to put in the charm needs to be a little less than an inch and slides right in.

What are the Crystal choices?

The Swarovski Crystal color choices are: Garnet (January), Amethyst (February), Aquamarine (March), Crystal (April), Emerald (May), Lt. Amethyst (June), Ruby (July), Peridot (August), Sapphire (September), Rose (October), Topaz (November), Lt. Sapphire/Blue Topaz (December) and Lt. Topaz.   

How do I order a silver heart bead?

Use the "?" question mark to order a silver heart bead. Use it instead of the word “LOVE”. Like, "I?JOHN".  It is not necessary to order "I_?_JOHN". It will look nicer as "I?JOHN".

How do I signify a space between names or words on the same Dangle?

Use the underscore key “_” to leave a space between the words and a blank silver bead will be used. This blank bead counts as 1 of the 10 letters that are permitted. We recommend only using these beads to separate 2 words; otherwise your key chain will not look cohesive.  We're pros and know what we are doing :).

How do I care for my key chain?

We recommend the using our Jewelry Care Cloth.  Occasional, gentle polishing with this cloth will assure that your key chain always sparkles. Do not use any other silver polishing materials to clean your key chain.  Each key chain purchased comes with this cloth.

Help, my son’s name is Christopher and it has 11 letters!

To order a necklace or key chain with CHRISTOPHER on it, order it as CHRISTOPHE and then in the comments section, type “Please add an R to CHRISTOPHE.” Otherwise, we strictly limit to 10 letters.   There cannot be any exceptions.

What type of warranty is there on the key chain?

Should something be wrong with your key chain through defect, we will repair it within the first 7 days.   A defect is a flaw in the materials such as a cracked crystal or silver bead with no letter on it.  After that or breakage due to misuse, a nominal fee will be charged.   If your heart key tag should break, simply send it to us and we will send you a new heart key tag at no charge.   

Can I return my key chain?

Due to the personalized nature of this product, key chains cannot be returned. We will gladly repair your key chain as outlined above.   Download a repair form by clicking here.

How do I send my key chain in for repair?

If you need to send your key chain in for repair, place it in a ziplock bag and in a padded envelope.  Send it to Key to My Heart, PO Box 880805, Boca Raton, FL 33433.  Do not include any original packaging, as it cannot be returned.  YOUR REPAIR MUST HAVE A REPAIR FORM WITH IT TO BE PROCESSED.  Download the form here.   If you have emailed us regarding the repair, include copies of the email.  Restringing of a broken dangle is $18 per dangle.    Replacement of an entire dangle is $36.  Return shipping is about $9, depending on where you live.  You can include your cc info or a check with your repair request.  REPAIRS GENERALLY TAKE 8 WEEKS TO COMPLETE.

Bracelet FAQs

What are the bracelets made of?

They are made of the finest quality sterling silver and Swarovski crystals.   

How many letters can I order on each initial charm?

Each initial charm includes up to a 3 letter monogram.  We suggest the first, middle and last initial or first and last initial.  You may order the alphabet from a-z.

Can I add more initials once I've received my bracelet?

Your bracelet can hold up to 6 pendants and 6 coordinating crystals.  Additional sets of pendants/crystals can be ordered over the phone or via email.  They are $10 each plus shipping. You need to send in your bracelet for us to attach additional initials.   

What size is the bracelet?  

The bracelet comes in the 7 ½ inch size – which is considered medium.  You can request a 7 1/4 or 8 inch bracelet by doing so in the comments box during checkout.  There is no additional charge to change the bracelet length.    We suggest you measure a favorite bracelet at home with a ruler to help determine what your ideal size is.  We do not offer a 7" bracelet because our closure is a toggle.  With a toggle, you do need a bit of extra length to bring it through to close.

What are the Crystal choices?

The heart shaped Swarovski Crystal color choices are: Garnet (January), Amethyst (February), Aquamarine (March), Crystal (April), Emerald (May), Lt. Amethyst (June), Ruby (July), Peridot (August), Sapphire (September), Rose (October), Topaz (November) and Lt. Sapphire/Blue Topaz (December).

How do I care for my bracelet?

We recommend the using our Jewelry Care Cloth.  Occasional, gentle polishing with this cloth will assure that your bracelet always sparkles.  Do not use any other silver polishing materials to clean your bracelet.  Each bracelet purchased comes with this cloth.  Please do not shower or sleep while wearing your necklace as it can ruin the finish.  

Birthstone Necklace FAQs

What are the Birthstone necklaces made of?

They are made of the finest quality sterling silver and crystal birthstone charms.   

How many charms can I order on each necklace?

Each necklace can hold up to 6 charms.  You can choose from boys, girls, cats and dogs.

Can I add more pendants once I've received my necklace?

Your necklace can hold up to 6 birthstone charms.  Additional charms can be ordered over the phone or via email. You do not need to send in your necklace for us to attach additional charms.   You can slide charms on and off the chain as you wish.  Download our additional charm form by clicking here.

What size chain is the necklace?  

The necklace comes with an 18 inch chain.  You can request a 14 (for young girls) 16 or 20 inch chain by doing so in the comments box during checkout.  There is no additional charge to change the chain length, but it may delay your order by a few days.

What are the Crystal choices?

The crystal charm color choices are: Garnet (January), Amethyst (February), Aquamarine (March), Crystal (April), Emerald (May), Lt. Amethyst (June), Ruby (July), Peridot (August), Sapphire (September), Rose (October), Topaz (November) and Lt. Sapphire/Blue Topaz (December).

How do I care for my necklace?

We recommend the using our Jewelry Care Cloth.  Occasional, gentle polishing with this cloth will assure that your necklace always sparkles.  Do not use any other silver polishing materials to clean your necklace.  Each necklace purchased comes with this cloth.  Please do not shower or sleep while wearing your necklace as it can ruin the finish.  Do not spray perfumes, wear to the gym or try to clean it any other way.

Speckled Birthstone Necklace FAQs

What are the Speckled Birthstone necklaces made of?

They are made of the finest quality sterling silver and crystal birthstone charms.   

How many charms can I order on each necklace?

Each necklace can hold up to 6 charms.  You can choose from boys and girls.

Can I add more charms once I've received my necklace?

Your necklace can hold up to 6 birthstone charms.  Additional charms can be ordered over the phone or via email. You do not need to send in your necklace for us to attach additional charms.   You can slide charms on and off the chain as you wish.  Download our additional charm form by clicking here.

What size chain is the necklace?  

The necklace comes with an 18 inch chain.  You can request a 14 (for young girls) 16 or 20 inch chain by doing so in the comments box during checkout.  There is no additional charge to change the chain length, but it may delay your order by a few days.

What are the Crystal choices?

The crystal charm color choices are: Garnet (January), Amethyst (February), Aquamarine (March), Crystal (April), Emerald (May), Lt. Amethyst (June), Ruby (July), Peridot (August), Sapphire (September), Rose (October), Topaz (November) and Lt. Sapphire/Blue Topaz (December).

How do I care for my necklace?

We recommend the using our Jewelry Care Cloth.  Occasional, gentle polishing with this cloth will assure that your necklace always sparkles.  Do not use any other silver polishing materials to clean your necklace.  Each necklace purchased comes with this cloth.  Please do not shower or sleep while wearing your necklace as it can ruin the finish.  Do not spray perfumes, wear to the gym or try to clean it any other way.

Ring FAQs

What are the rings made of?

They are made of the finest quality sterling silver.   

How many letters can I order on each ring?

Each ring can have 10 letters.  

What size is the ring?  

The rings come in sizes 5, 6, 7, 8, 9 and 10.   You can download a chart to help you determine your ring size here.  WE CANNOT ACCEPT RETURNS OF RINGS DUE TO SIZE ISSUES.

How do I care for my ring?

We recommend the using our Jewelry Care Cloth.  Occasional, gentle polishing with this cloth will assure that your ring always sparkles.  Do not use any other silver polishing materials to clean your ring.  Each ring purchased comes with this cloth.