1. Can I return or exchange my order?
Because each piece is often personalized and made specifically for one pet, returns and exchanges are generally not accepted.
However, if your item arrives damaged or defective, we will absolutely make it right.
Please contact us within 7 days of delivery with your order number and clear photos.
2. How long does it take to make and deliver my order?
Most custom pieces take about 2–3 weeks total (including production and shipping).
- Production: ~2 weeks
- Shipping: 6–12 days (U.S.)
If you need it sooner, we offer priority production and expedited shipping options.
3. How does personalization work?
Simply upload a clear, front-facing photo of your pet and include any details you'd like us to highlight.
If needed, our team may reach out to request a better photo before production begins — we want to make sure the final piece truly reflects your pet.
4. Can I make changes after placing my order?
Yes — changes or cancellations are possible within 24 hours of purchase.
After that, production begins and changes are no longer available, as each piece is made specifically for you.
5. What if my item arrives damaged?
Because ceramic pieces are fragile, we recommend adding Shipping Protection at checkout.
- With protection: we will send a replacement at no additional cost
- Without protection: damage claims will still be reviewed case by case
In all cases, photo evidence is required to process any claim.
6. How do I choose the right size?
Each product page includes detailed size and capacity information.
If you’re unsure, feel free to reach out — we’re happy to help you choose the most suitable option.
7. Will it feel like a traditional urn?
No.
Our pieces are designed to feel like a natural part of your home — something meaningful you can keep close, rather than something you feel the need to put away.
8. Are variations normal in handmade pieces?
Yes. Slight variations in color, texture, or finish are part of the handcrafted process.
These are not defects — they’re what make each piece one of a kind.
9. Can I place keepsakes inside the urn?
Yes. Many customers choose to include small items such as photos, notes, or personal keepsakes.
10. Is it suitable as a gift?
Yes.
Many of our pieces are chosen as gifts, and we can ship directly to the recipient.
You can also add gift wrapping at checkout for a more thoughtful presentation.
11. I’m not sure if this is right for me — what should I do?
We completely understand.
This isn’t a typical purchase, and there’s no pressure to decide quickly.
If you have any questions or need guidance, we’re here to help.