Frequently Asked Questions

Options vary by product and may include your pet’s photo, name, a meaningful date, or other product-specific details. Please review the options shown on the product page.

For products that support photo personalization, you can upload your photo directly on the product page before adding the item to your cart.

Choose a clear photo where your pet is easy to see and is the main subject of the image.

Please contact Customer Care within 12 hours of placing your order. Once production has started, we may no longer be able to cancel or change it.

Standard production time is 3–5 business days after all required personalization details have been received.

Yes. We currently offer free standard shipping on U.S. orders. See our Shipping Policy.

Estimated delivery to the United States is 7–14 business days after shipment. Delivery times are estimates and may be affected by carrier delays or other circumstances outside our control.

Yes. A shipping confirmation email with tracking information is sent once your order has shipped.

Because personalized items are made specifically for you and cannot be resold, they are not eligible for returns or exchanges due to a change of mind. See our Return & Refund Policy.

Please contact us within 14 days of delivery and include your order number and clear photos of the issue. After review, an approved damaged, defective, or incorrectly personalized item will receive a free replacement or refund under our policy.

Visit Customer Care for help with personalization or an order.

The memorial charm opens to reveal a discreet compartment designed to hold a small fur keepsake.

Yes. The bracelet is crafted with natural crystal beads. Natural variations in color and pattern mean each bracelet may have subtle differences.