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1. Can I customize the products with my pet's photo or name?
Yes. Most of our products—such as urns, photo necklaces, and memorial stones—can be personalized with your pet’s name, birth/death dates, and a photo. Simply upload your image and fill in the custom fields on the product page.
2. What kind of images should I upload for the best results?
Please upload a clear, high-resolution image where your pet is well-lit and centered. JPG and PNG formats are supported, up to 5MB. If you're unsure, our team will reach out before production to confirm quality.
3. How long does it take to receive a custom order?
Processing time for personalized items is typically 5–7 business days, plus shipping. Shipping time depends on your location, but most U.S. orders arrive within 7–12 business days total.
4. Can I preview what the custom product will look like before ordering?
Currently, we do not offer live previews. However, if you'd like to see a digital mockup before production, feel free to request one by contacting our team after placing your order.
5. Do you ship internationally?
Yes, we ship worldwide. Shipping costs and times vary based on destination and will be calculated at checkout.
6. What if my item arrives damaged or incorrect?
We sincerely apologize for any issues. Please contact us within 7 days of delivery with a photo of the issue. We’ll gladly offer a replacement or full refund, no questions asked.
7. Is my pet’s photo or information safe?
Absolutely. We only use your photo and information to complete your order, and never share or store it beyond production. Your privacy and trust mean everything to us.
8. Can I return or cancel a custom order?
Because each item is handmade to order, we generally do not accept returns on personalized products. However, if there's an issue, please reach out—we’ll do our best to make it right.
9. How do I care for my memorial product?
Avoid direct sunlight, moisture, or harsh chemicals. For jewelry, store it in a dry, soft-lined box. Wood or stone products can be cleaned gently with a dry cloth.
