Frequently Asked Questions
Can’t find your answer? Feel free to contact our customer service.
Q: What product lines do you offer?
A：We offer three main lines: Pet Memorial, Blessing & Protection, and Custom (e.g., pet portraits).
Q: Is this urn for cats or dogs?
A：We offer both Cat Style and Dog Style—choose what feels right. More importantly, as long as the size/capacity fits, it works for any beloved pet, regardless of breed.
Q: How do I choose the right size/capacity?
A：Please refer to the size/capacity details on the product page. If you’re unsure, message us your pet’s weight/breed and we’ll help you choose.
Q: Is it sealed? Will it leak or let moisture in?
A：Yes. This urn features a sealed design, suitable for long-term home keeping.
Q: How do I open it? Is it easy to use?
A（EN）：It’s designed to be easy to open and use. Follow the steps on the product page, and we can guide you anytime.
Q: Where can I place it at home? Any care tips?
A：Please refer to the size/capacity details on the product page. If you’re unsure, message us your pet’s weight/breed and we’ll help you choose.
Q: What colors and styles are available?
A：Colors/styles vary by product. Please check the options on each product page.
Q: What’s the difference between Cat Style and Dog Style?
A：The main difference is the top figurine/style and overall look. Size/capacity details are listed on the product page.
Q: What does “eco-friendly” mean for your products?
A：We explain materials/features on each product page. Since materials vary by item, please refer to the specific product page.
Q: Will the product look the same as the photos?
A：We aim to show true-to-life texture and details. Colors may vary slightly due to lighting/screens—please refer to the actual item.
Q: Do you offer personalization (name/engraving/logo/custom design)?
A：Personalization depends on the product. We show customization details on each product page (not only under “Personalization/Customization”). Please check the product page before ordering.
Q: How do I order a custom pet portrait? What do you need?
A：After ordering, please send a clear photo (front-facing, good lighting, clear details). You can also request names/backgrounds/multiple pets via notes or message.
Q: How long does it take to ship custom items?
A：Custom items typically ship in 7–14 days. We take time to carefully prepare every detail for your beloved pet.
Q: Can I request changes for custom orders?
A：Edit/revision rules are listed on the custom product page. Feel free to message us if you have special requests.
Q: Do you accept returns on custom items?
A：Custom items are generally non-returnable. If there’s a quality issue or we made a mistake, we’ll take responsibility.
Q: When will in-stock items ship?
A：Non-custom items usually ship within 7 days (please refer to the product page for exact timing).
Q: Where do you ship? How is shipping calculated?
A：We ship internationally. Shipping fees are shown/calculated at checkout.
Q: Do you offer expedited shipping?
A：Expedited options may be available depending on your location. Please check at checkout or message us.
Q: How do I track my order?
A：Once shipped, we’ll provide tracking details so you can follow updates anytime.
Q: What if my item arrives damaged?
A：Every order is covered by shipping insurance. If damage occurs in transit, please provide damage photos + an unboxing video (both required). After verification, we will send a free replacement.
Q: What if something is missing or I received the wrong item?
A：Please contact us right away with photo/video evidence. After verification, we’ll correct it as soon as possible.
Q: How can I contact you?
A：You can reach us via the website or by email (the most common way). Once we see your message, we’ll respond as soon as possible.