FAQ

Simply remove the lid and place the ashes directly into the urn. Alternatively, you can keep the remains in a sealed bag before placing them inside the vessel. Once finished, securely replace the lid.

Yes. Each of our pet urns is equipped with a high-quality silicone gasket (sealing ring) to create an airtight seal. This ensures the interior remains moisture-proof, dust-proof, and insect-proof, providing a secure and protected final resting place for your beloved pet.

Our 600ml artisan urns are perfectly sized for most cats and small-to-medium-sized dogs (up to 40 lbs). By focusing on this specific capacity, we can ensure a delicate, elegant proportions that blend seamlessly into your home decor while providing a cozy, dignified resting place for your beloved companion.

Absolutely. Each of our urns is equipped with a built-in silicone sealing ring (gasket), designed to provide a superior, airtight seal. This ensures the interior remains completely moisture-proof and isolated from outside air and pests. You can rest assured that your beloved pet's ashes are protected in a dignified, secure, and permanent resting place.

Rest assured, the safety and quality of our materials are our top priorities. All our products undergo rigorous SGS testing to ensure they are 100% non-toxic, lead-free, and meet the highest safety standards. We are committed to providing you with a safe, high-quality tribute that you can display in your home with complete peace of mind.

Each urn is a labor of love that takes 30 to 40 days to complete. Our artisans guide each piece through dozens of meticulous stages—from initial clay shaping and trimming to the first bisque firing. Every urn is then hand-painted and glazed before undergoing a final high-temperature kiln firing. This intensive process ensures that every memorial is a unique work of art.

We offer various ways to personalize your memorial for dog, cat, and small pet urns:

Complimentary Engraved Collar: Most customers choose our free engravable collar, where you can include your pet's name, dates, or a short message (up to 6 words).

Premium Ceramic Lettering: For an additional fee, we can add a permanent name or custom text directly onto the ceramic surface.

Small Pet Specials: For our smaller urns, we offer custom-engraved wooden lids. You can provide an image for a custom design or have your pet's name and dates engraved on the wood.

Our delivery times depend on whether you choose personalization:

Standard Orders (No Engraving): You will typically receive your order within 10 days.

Customized Small Pet Urns: Please allow 7–10 days for customization, plus 7–10 days for shipping.

Customized Dog & Cat Urns: Due to the artisan crafting process, these have a 6–7 week customization period, plus 7–10 days for shipping.

Note: In the event of unforeseen circumstances or force majeure, we will contact you immediately with an update on your order.

You may update your shipping details (address, recipient name, or phone number) anytime before the package is dispatched. However, because our products are custom-made, modifications to the design or engraving are generally not permitted once production has begun. If you realize an error in your custom text or dates, please contact our customer service team immediately. We will do our best to check if the production stage still allows for a change.

Our process is designed to ensure every memorial is crafted with the utmost care and precision:

Order Confirmation: Immediately after placing your order, you will receive an email confirmation. For customized items, our design team will review your text/images to ensure they meet production standards.

Artisan Production: Once confirmed, your urn enters the production phase. This involves hand-shaping, multiple kiln firings, and manual engraving. (Note: Handcrafted pieces take 5–6 weeks)

Quality Inspection: Every finished urn undergoes a rigorous quality check to ensure the seal is perfect and the engraving is accurate.

Shipping Notification: Once your memorial is ready, we will package it securely and send you a shipping confirmation email with a tracking number.

Maintenance is simple and depends on whether the urn is in use:

Before Use:
If the urn is empty, you may wash it directly with water and a mild soap. Ensure it is completely dry before placing any ashes inside.

After Use:
Once the ashes are placed inside, we recommend only using a soft, dry cloth or towel to wipe the exterior surface. This prevents any moisture from affecting the remains and keeps the glaze looking beautiful.

We offer reliable global shipping to ensure your memorial arrives safely.

Shipping Time:
Once your order is crafted (please refer to the customization cycle), standard international shipping typically takes 7–10 business days.

Tracking:
All orders include a tracking number sent via email as soon as the package is dispatched.

Packaging:
We use specialized, high-density shockproof packaging to ensure that your ceramic urn arrives in perfect condition.

Customs:
Please note that delivery times may vary slightly depending on your local customs processing.

Customs & Taxes:
Great news! Our product prices already include all international import duties, VAT, and local taxes. You will not have to pay any additional customs fees upon delivery.

Shipping Fees:
Shipping costs are automatically calculated at checkout based on your delivery address. Once your order is dispatched, you will receive a tracking number via email to monitor your package's progress in real-time.

Superior Packaging:
We take the utmost care in protecting your memorial collection. Each urn is secured with high-density shockproof foam inside a five-layer thickened corrugated box. This heavy-duty packaging solution is specifically engineered for long-distance international transit to ensure your item arrives in perfect condition.

Discreet Shipping:
To fully respect your privacy, our outer packaging features a minimalist design with no sensitive labels or product information on the box, ensuring a secure and private delivery to your home.

Every urn is carefully reinforced and securely packed to protect fragile ceramic items, and each package is tested to withstand drops during transit.

Damage-Free Guarantee:
In the rare event that your urn arrives damaged, we’ll replace it free of charge — no hassle, no stress.

Because each memorial urn is handcrafted and made specifically for your order, we’re unable to accept returns or exchanges. However, if there’s anything that doesn’t feel right with your order, please reach out to us. We’re always here to help and will do our best to make things right.

• Non-Personalized Designs:
  Most hand-painted urns arrive within about 2 weeks.
• Engraved or Personalized Orders:
  These require additional craftsmanship time and typically arrive within 4–5 weeks, as each piece is carefully customized by hand.
• Transparent Updates:
  If there are any unexpected delays during production or shipping, we’ll contact you immediately and keep you informed every step of the way.