FAQ

Frequently Asked Questions

1. What will my urn look like?

Each urn is carefully handcrafted based on your pet’s photo. Our artists focus on capturing your pet’s unique features, colors, and expression to create a warm and meaningful memorial.
Before Kiln Firing begins, we will send you a design preview for approval, so you can request any adjustments.

2. What if I’m not satisfied with the design?

We offer free revisions until you are fully satisfied with the design preview.
The firing process will only begin after your approval, so you can feel confident before your urn is created.

3. How long does the process take?

We provide your design preview within 3–5 business days after receiving your pet’s photos.
Once approved, production takes another 3–5 business days.
Shipping typically takes:
• United States: 10–15 business days
• International: 12–20 business days

4. What kind of photo should I upload?

Please upload at least 3 clear photos of your pet to help us create the most accurate design.
For best results, we recommend including:
• A front view
• A side view
• A back view
If you have more photos, feel free to upload them — our artists will select the best references.
If you’re unable to provide all suggested angles, don’t worry — just upload as many clear photos as possible, and we will do our best to create a beautiful piece.

5. Is it safe during shipping?

Yes. Each urn is carefully packaged with protective materials to ensure it arrives safely.
If your item is damaged during shipping, please contact us and we will assist you.

6.Can I cancel my order?

You can cancel your order before approving the design preview for a full refund.
Once Kiln Firing begins, cancellations are no longer possible due to the custom nature of the product.