FAQs

1. I'm really struggling right now. Can I just talk to someone?

Yes. Always. Grief doesn't follow a schedule, and neither do we. You can use our live chat or email us anytime—even if you don't have a question about an order, even if you just need someone who understands. We're here 24/7.

2. How does the customization process work?

We want you to feel completely at ease with your memorial. After you place your order, our design team will create a digital proof based on your pet's photo, name, and dates. Within 24 hours, we'll email it to you for approval. Only when you say "it's perfect" do we start crafting. No surprises. Just peace of mind.

3. What if I don't like the proof?

That's completely okay. Just reply to the email and tell us what you'd like changed. We'll adjust it until it feels right to you—no extra charge, and no pressure. This is your memorial, and it should feel like them.

4. How do I choose the right size urn?

Choosing the right size can feel overwhelming, but here's a simple way to think about it: the urn just needs to be large enough to hold your loved one's remains. A good rule of thumb is 1 pound of body weight = 1 cubic inch of space. If you want to include a small collar, toy, or note, we recommend sizing up. Still unsure? Email us with your pet's weight and breed—we'll help you find the perfect fit.

5. How long until I receive my order?

We know you're waiting for something precious.

  • Standard items (ready to ship): Within 7 business days

  • Custom items (personalized): Within 10 business days after you approve your proof

Every custom piece is made just for you, so it takes a little more time—and a lot more care.

6. Do you offer free shipping?

Yes. We offer free standard shipping on every order, worldwide. No minimum purchase. No hidden fees.

7. Can I track my order?

Absolutely. As soon as your order ships, we'll send you a confirmation email with a tracking link. You can follow your package every step of the way.

8. Will I have to pay customs or import fees?

For international orders, customs duties or taxes may apply upon arrival. These fees are set by your local customs office and are the buyer's responsibility. We include all the necessary documentation with your package to help things go smoothly.

9. What if something is wrong with my custom order?

Mistakes happen, but we'll always make them right. If your custom item arrives with an error on our part—wrong engraving, damaged in transit, or the wrong size—email us a photo within 60 days, and we'll replace it at no cost to you or issue a full refund. Whichever brings you more peace.

10. Can I return a non-custom item?

Yes. For ready-to-ship items, you have 60 days from receipt to return them for a full refund. Items must be unused and in their original packaging. Buyer pays return shipping unless the item is defective.

11. What are Memory Keepers emails?

Memory Keepers is our way of helping you hold onto the little moments. If you subscribe, we'll send you a gentle reminder on your pet's birthday, gotcha day, or other special dates—a small pause in your day to remember, smile, and feel close to them again. It's free, and you can unsubscribe anytime.

12. Is my payment information secure?

Yes. All payments are processed through Shopify Payments using secure encryption technology. We never store your full payment details on our servers. Your information is safe with us.

13. How do I contact you if I have more questions?

We're here for you—always.

Email: support@lovfur.com
Live chat: Available on our site
24/7: Even if you just need someone to listen.