Because custom memorial items are made specifically for each order, personalized products are not eligible for standard returns.
This includes items made with a pet photo, pet name, memorial dates, custom portrait, custom charm, urn detail, or any personalized note.
If an item arrives damaged, the customer should contact support with:
If approved, we will remake and ship a replacement at no extra cost. Replacement items may still need the usual custom draft, approval, and production steps.
Please keep the original packaging until your support request has been reviewed.