Frequently Asked Questions
Find answers to our most common questions. If you need additional help, our support team is always here for you.
Shipping & Delivery
Where do you ship from, and which countries do you ship to?
We ship worldwide including Europe, Australia, Japan, and more. Shipping cost depends on your region and is calculated at checkout.
How long does shipping take?
Standard orders take 3–5 days to process, plus shipping time. Customized items require 7–14 days for crafting.
Can I track my order?
Yes. You will receive a tracking link via email once your order ships.
Orders & Returns
Can I change or cancel my order?
Contact us within 12 hours. After production begins, changes may not be possible.
Do you accept returns?
Custom memorial items cannot be returned unless defective. We replace damaged products within 48 hours of notice.
Product Materials & Customization
What materials are used for urns/keepsakes/pendants?
We use high-quality materials: premium wood, durable ceramics, stainless steel with anti-tarnish coating, and tempered glass (for photo pendants). We never use imitation or low-grade plastic — because your pet and memory deserve respect and longevity.
Can I customize (engrave name / add fur / photo) my memorial product?
Yes. During checkout, choose the customization options. Provide exact name (spelling), upload photo if pendant, and optionally include a lock of fur. Customizations are reviewed manually before production; we may reach out for clarification if needed.
Memorialization Process
How does memorial ordering and production work?
Once you place an order with customization options, we send you an email confirmation and expected processing time. Our artisans begin crafting only after customization details are finalized. We treat each order with care and respect. If you order a pet urn, we also include a soft velvet pouch and simple instructions for burial or display.
Do you offer discreet packaging?
Yes. All packages are shipped in plain, unbranded boxes — no logos or mention of “pet urn.” We understand privacy is important after loss.
Caring for Your Keepsake
How do I care for the urn / keepsake?
For wood / ceramic / metal items, gently wipe with a soft, dry cloth. Avoid direct sunlight / moisture. If you purchased a metal pendant, avoid harsh chemicals or saltwater. Treat it like fine jewelry.
Payment & Security
What payment methods do you accept?
We accept all major credit cards, PayPal, and Apple/Google Pay (where available). All transactions are secured with SSL encryption.
Is my payment and personal information safe?
Absolutely. We use industry-standard encryption for checkout and never store full credit card info on our servers. For custom orders, we only store your name and email necessary for shipping.
Still Need Help?
We’re always here to support you. If you can’t find your answer, feel free to reach out.