Frequently Asked Questions

Our 3D leather portraits take 7-10 business days to craft after design approval, and wooden urns take 5-7 business days. Shipping within the US takes 3-5 business days. Rush production (3-5 business days) is available at checkout for an additional $25 fee.

We recommend a clear, well-lit photo of your pet facing the camera at eye level. Close-up headshots work best, but full-body shots work too. The higher the resolution, the better the detail we can capture. If you're unsure, upload multiple photos and our design team will select the best one or contact you for guidance.

Absolutely! We provide a digital proof within 48 hours of your order, and you can request unlimited revisions until every detail is perfect. We won't begin production until you approve the final design.

Yes! Many customers order leather portraits as gifts for themselves or loved ones while their pet is still healthy and happy. It's a wonderful way to celebrate your pet's life. Our urns, however, are typically ordered when the time comes.

A general rule is one cubic inch per pound of body weight. Our standard urn holds up to 50 cubic inches (suitable for pets up to 50 lbs). We offer large urns for pets up to 100 lbs, and extra-large urns for pets over 100 lbs. If you're unsure, our team is happy to help you choose the right size.

Our urns feature a removable lid on the bottom for easy filling. Simply unscrew the lid, carefully pour the ashes in (we recommend using the plastic bag they came in, or a funnel), and screw the lid back on. A small tube of adhesive is included if you'd like to seal it permanently. Detailed instructions are included with every urn.

We ship all urns empty. If you need to ship ashes to a family member, USPS allows shipping cremated remains domestically using their Cremated Remains kit. International shipping of ashes is restricted and we recommend checking with your local postal service. We are unable to ship urns containing ashes.

Yes, we ship to Canada, the UK, Australia, and most European countries. International shipping rates and delivery times vary by destination (typically 10-21 business days, $34.99 flat rate). Please note that customs duties and import taxes may apply and are the responsibility of the recipient.

Because each piece is custom-made for your pet, we cannot accept returns on personalized items unless there is a manufacturing defect. However, we offer a 100% satisfaction guarantee: if your piece arrives damaged or doesn't meet our quality standards, we will remake it at no additional cost or issue a full refund. Please contact our support team within 14 days of delivery.

We package every memorial with extreme care, but accidents can happen during shipping. If your order arrives damaged, please take photos of the packaging and the damaged item, then contact us within 48 hours of delivery. We will file a claim with the carrier and send you a replacement as quickly as possible at no extra cost.

Yes! You'll receive a confirmation email when your order ships, which includes a tracking number. You can also track your order anytime by visiting our Track Order page and entering your order number and email. We send email updates at every stage: order received, design proof ready, production started, and shipped.

Keep your leather portrait away from direct sunlight and extreme humidity. Dust gently with a soft, dry cloth. Avoid water and chemical cleaners. Over time, the leather will develop a beautiful patina that enhances its character. We recommend using a leather conditioner every 12-18 months to keep the leather supple.

Wipe your wooden urn with a soft, dry or slightly damp cloth. Avoid prolonged exposure to direct sunlight, which can fade the wood over time. We recommend using a food-safe wood conditioner or beeswax every 6-12 months to maintain the finish and protect the wood. Avoid placing the urn near heat sources or in damp areas.

No. Our leather engravings are created by physically carving the leather, not by printing or laser burning. The relief is permanent and will not fade. Our wood urns are engraved using a CNC router, creating a deep, permanent mark. The brass name plates are chemically etched and will last for generations with proper care.