FAQ
Frequently Asked Questions
Q: How long does it take to receive my keepsake?
A: Almost everything we make is custom, so your timeline has two parts.
Personalized keepsakes (memorial stones, urns, blankets, pillows, bags)
take about 5–10 business days to craft, then 7–14 business days for
standard shipping — so most orders arrive about 12–24 business days
after you order. Needle-felted pet replicas take 1–2 months to sculpt
by hand. Non-custom items (like paw print pads) ship within 1–3
business days.
Q: Which photo should I send?
A: A clear, bright photo where we can see their face — that's the one
that makes them look like themselves on your keepsake. Close-up,
well-lit, no blur. For needle-felted replicas, send 4–6 photos from
different angles if you can; it helps our makers capture every detail.
Q: How do I upload my pet's photo and name?
A: On each product page you'll find a customization form below the add
to cart button. Upload the photo, tell us their name, dates, and any
message you'd like engraved — we take it from there.
Q: Do you ship outside the United States?
A: Yes. We ship from our studio to the United States, Canada and most
other countries. US orders over $69 include free standard shipping;
for other destinations shipping is calculated at checkout. Delivery
usually takes 7–15 business days in the US and 10–20 for Canada and
other destinations after production, plus any time customs review
requires.
Q: Will I have to pay customs fees?
A: Because every order crosses a border, import duties or taxes may
apply in your country, charged by your local customs and carrier when
the package arrives. These fees are the recipient's responsibility and
are set by your government — we can't estimate or refund them. If in
doubt, check with your local customs office before ordering.
Q: Can I track my order?
A: Yes. As soon as your keepsake ships, you'll get a confirmation email
with a tracking number and a link to follow your package home.
Q: Is there a faster shipping option?
A: Express shipping is available at checkout on most orders — useful
when you're already counting the days. Note that the crafting time for
custom pieces stays the same; express speeds up the journey, not the
handwork.
Q: What if my keepsake arrives damaged or engraved wrong?
A: We'll make it right, free. Tell us within 30 days of delivery and
send a photo to 15574921483@163.com — you choose a remake or a full
refund, and defective pieces don't need to be shipped back.
Q: Can I return a keepsake if I change my mind?
A: Non-custom items (paw print pads, gift cards) can be returned within
30 days, unused and in original packaging. Personalized keepsakes and
needle-felted replicas are made one-of-a-kind for your pet — engraved
with their name, their photo, their story — so they can't be returned
for a change of mind. The same way they could never belong to another
family. Full details are in our Refund and Return Policy.
Q: Can I order for a specific date?
A: We can't guarantee an exact arrival date, because handmade work and
customs each take their own time. If there's a date that matters to
you — their birthday, the anniversary — we recommend ordering at least
a month ahead.
Q: Do you offer gift cards?
A: Yes — gift cards are available, a gentle way to let someone choose
the keepsake that feels right for their best friend.
Q: What payment methods do you accept?
A: PayPal and major credit/debit cards, through our secure checkout.
Q: How do I reach you?
A: Email 15574921483@163.com and a real person will reply within
24–48 hours, Monday to Friday. Include your order number and we'll
help even faster.