Find quick answers to the most common questions below. Still can’t find what you’re looking for? Email us — we reply within 24 hours.
Ordering & Customization
How does the customization process work?
It’s simple: choose your keepsake style, upload 2–3 clear photos of your pet, and tell us any special requests. Our artisans review every submission, then handcraft your piece. We ship your finished keepsake straight to your door, ready to treasure.
What kind of photos should I send?
Clear, well-lit photos taken at your pet’s eye level work best. Include a couple of different angles so we can capture your pet’s unique features and personality. Try to avoid blurry, dark, or very distant photos.
Can I include more than one pet in a single keepsake?
Absolutely! Many of our pieces can feature multiple pets. Just mention it in your order notes and we’ll design accordingly.
What if I don’t have a great photo of my pet?
Send us the best photos you have — our team is experienced at working with everyday snapshots. If we need something different, we’ll reach out and guide you.
Production & Shipping
How long does it take to make my keepsake?
Each piece is made to order, and production typically takes 10–15 days depending on the style you choose.
How long will shipping take?
We ship across the United States and Canada. Most orders arrive within 7–14 days of placing your order.
Can I track my order?
Yes — as soon as your keepsake ships, we’ll email you a tracking number, and you can also view the latest logistics information in your order details page at any time.
Do you perform a quality check before shipping?
Always. Every finished piece goes through a careful quality inspection. Once we confirm everything is right, your keepsake is securely and properly packaged, then shipped by courier directly to the address you provided at checkout.
Do you offer expedited shipping?
In most cases, yes. If you need your order sooner, contact us and we’ll do our best to help.
Will Chinese public holidays affect production time?
Our artisans are based in China, so during Chinese public holidays (such as Chinese New Year and National Day), production time may be extended by a few days. We appreciate your patience and understanding — your keepsake is worth the wait!
Payments & Security
What payment methods do you accept?
We accept all major credit and debit cards through our secure checkout — Visa, Mastercard, Amex, and more.
Is my payment information secure?
Absolutely. Our checkout is protected with SSL encryption, and we never store your card details on our servers.
Do you offer discounts?
Yes — new customers get 10% off their first order. Follow us on social media for seasonal offers and new designs.
Returns & Guarantee
Are handmade pieces perfectly flawless?
Every keepsake is handmade with care, which means each piece is beautifully unique. Because these are handmade products, minor imperfections are a natural part of the craft — no handmade piece can be completely flawless. Rest assured, we quality-check every order before it ships.
Can I return or get a refund for my custom order?
As every piece is custom-made just for you, production begins as soon as your payment is confirmed. Custom orders are therefore non-returnable and non-refundable, unless the product has an obvious quality issue or defect.
What should I do if I find an obvious defect or damage after delivery?
If you notice any obvious defect or damage after receiving your order, please contact our customer service team promptly with photos of the issue. Our team will review the specific situation and provide a corresponding solution for you.
What if the likeness doesn’t look like my pet?
We review every photo carefully before crafting, and we’re proud of the likeness we achieve. If you’re ever unhappy, reach out — we’ll work with you to make it right.
Caring for Your Keepsake
What materials are your keepsakes made of?
We offer three signature collections: lifelike 3D printed sculptures, elegant glass engravings (including glowing LED options), and modern acrylic & metal pieces.
How do I clean and care for my keepsake?
A soft, dry cloth is all you need. Keep your keepsake out of direct sunlight for long periods and handle glass pieces with care. LED pieces are battery-powered — simply replace the batteries when the glow fades.
Are the sculptures fragile?
Our pieces are carefully packaged to survive the journey to your door. Once home, treat them as you would any treasured keepsake — a stable surface and gentle handling will keep them beautiful for years.
Still Have Questions?
We’re here to help! Contact us any time and we’ll reply within 24 hours.