1. Can I return or exchange my order?
Due to the highly personalized nature of our custom-made products, we do not accept returns or exchanges for reasons unrelated to quality.
If your item arrives damaged or defective, please contact us within 12 hours of delivery confirmation. Quality issues verified by our team will be fully covered by us with an appropriate solution.
Once production begins, refunds and cancellations are not supported. Please order thoughtfully.
2. How long does customization and shipping take?
Our typical production timeline for custom products is 2 weeks. After completion, it takes about 1 week for shipping.
If you need expedited production or delivery, please discuss options with our customer service team — we offer rush order support based on availability.
3. What kind of photo should I provide for a custom portrait?
Please send a high-resolution, front-facing photo of your pet with clear details. Each artist has a unique style, so we encourage you to describe any specific traits or expressions you want emphasized. This helps us match you with the most suitable artist for your request.
4. I’m not satisfied with handmade marks — what does that mean?
All of our products are handcrafted. Slight variations or subtle handmade marks are natural and are not defects — they reflect the human touch and craftsmanship that make each piece truly unique.
5. Do you offer engraving or customization on the urn or keepsake?
Yes — many customers choose to include pet names, dates, or short personal messages on their urns or keepsakes. Please check the product detail page for available customization options or contact customer service for special requests.
6. How do I know what size urn I need?
Each urn and memorial product has a different capacity and specifications depending on its design and material. Detailed size information is clearly listed on each individual product page. Please refer to the product description for specific dimensions and capacity before placing your order.
If you’re unsure which option is best for your needs, feel free to contact our customer support team for guidance prior to ordering.
7. What materials are your urns or memorial products made of?
Our products are crafted from high-quality, durable materials suited for long-term memorialization. Depending on the design, materials may include ceramic, wood, metal, or other premium materials. Always refer to the product description for specifics.
8. How should I care for and clean my custom or handcrafted item?
To maintain the appearance and longevity of your piece, gently dust with a soft, dry cloth. Avoid harsh chemicals, abrasive cleaners, or soaking the item. This helps preserve both finish and artistic detail.
9. Can I place personal keepsakes in the urn with my pet’s ashes?
Many customers choose to place small items, such as photos, jewelry, or other meaningful mementos, alongside ashes in urns with compartment space. If adding items, please ensure they loosely fit within the urn and won’t interfere with sealing.
10. What about odor or sealing?
Depending on the material, you might notice a subtle scent upon first opening the packaging — this is common with handcrafted materials and typically dissipates quickly.
Most urns include a secure lid; if desired, you can further seal it with the provided adhesive or sealing material.
11. How will my pet’s ashes arrive and how do I transfer them into the urn?
Ashes are typically returned from the crematorium in a simple, sealed bag or container. You can carefully transfer them into the urn using a funnel or ask your crematorium or funeral provider to assist.
12. Can I change or edit my customization details after placing an order?
Minor changes may be possible before production begins.
Once the item has entered the production stage, no changes can be made. Please double-check all customization details carefully before confirming your order.
13. Will I receive a preview or proof before the final product is made?
For certain custom designs, a preview may be provided.
If applicable, our team will contact you directly. Please note that preview revisions are limited, and approval delays may affect the overall production timeline.
14. What happens if the photo I provide is not suitable?
If the submitted photo is unclear, low resolution, or unsuitable for customization, our team will contact you to request a replacement.
Production will begin only after a usable photo is confirmed.
15. Are your urns suitable for long-term storage of ashes?
Yes. Our urns and memorial products are designed for long-term indoor storage when kept in a dry, stable environment.
We recommend avoiding prolonged exposure to moisture, direct sunlight, or extreme temperature changes.
16. Are your products meant for indoor or outdoor use?
Unless otherwise stated on the product page, our memorial items are intended for indoor display only.
Outdoor placement may cause weather-related wear and is not recommended.
17. Do you offer international shipping?
Yes, we ship internationally to selected countries.
Shipping times may vary depending on destination, customs clearance, and local postal services. Any customs duties or import taxes are the responsibility of the recipient.
18. How are custom memorial items packaged for shipping?
All items are carefully packaged using protective materials to ensure safe transit. Fragile products receive additional cushioning to minimize the risk of damage during shipping.
19. Can I purchase this as a gift and ship it directly to someone else?
Yes. Our memorial products are often purchased as sympathy or remembrance gifts.
You may enter a different shipping address at checkout. We do not include pricing information in the package.
20. What if I’m unsure whether a custom memorial product is right for me?
Because custom memorial items are non-refundable once production begins, we encourage customers to carefully review product descriptions and FAQs before ordering.
If you have any questions or concerns, please contact our customer support team — we’re happy to help you decide before you place an order.