Customized Policy

We understand this is a deeply personal memorial. To ensure your beloved companion receives the perfect tribute, please read our customization guidelines carefully before placing your order.

Production Lead Time

Good things take time. Our ceramic urns are not mass-produced on an industrial assembly line. Each piece is hand-thrown, trimmed, hand-painted, glazed, and fired at high temperatures by our artisans. 

Standard Production Time: 2 - 3 weeks. 

Total Delivery Time: Approximately 3 - 4 weeks from order placement to delivery (including shipping). 

The Process: Every urn goes through: Wheel Throwing > Deep Natural Drying > Bisque Firing > Glazing > Glaze Firing > Cooling. This process cannot be rushed; accelerating it would cause the piece to crack. 

Potential Delays: Ceramics have a "kiln risk." If a crack appears during the final firing (rare but unavoidable), we must remake your piece from scratch. This may delay shipment by an additional 2 - 3 weeks. We will notify you immediately should this occur.

Photo Submission Guidelines

To help us perfectly capture the spirit of your pet, please provide photos that meet the following standards. The clearer your photos, the more lifelike the final work will be. 

Required Angles (Minimum 4 Photos): 

  • 1 x Front View: Eye-level shot clearly showing facial features and expression. 
  • 2 x Side Views: One left and one right, to show body lines and profile. 
  • 1 x Back View: Showing back markings, tail shape, and fur distribution. 

Feature Notes:  Please add notes for specific details, such as:

  • Facial Features: "Small notch on the left ear," "Pink spots on the nose," or "Heterochromia (different colored eyes)." 
  • Markings: "The tip of the tail is white," or "Heart-shaped mark on the back."

Cancellation Policy

Due to the custom nature of our work, cancellations are generally not accepted.

  • Grace Period: You may cancel your order within 12 hours of placement. 
  • After 12 Hours: Once the clay throwing process begins, the order cannot be canceled.

Revision Policy

Design Proof: After hand-painting is complete, we will send you a photo for confirmation. You have one (1) opportunity for free modification of details. 

Data Correction: Errors in information provided by you (e.g., name, dates) can be corrected before the glazing stage. Once the piece enters the glazing/firing stage, no further changes can be made. 

Post-Firing: Due to the irreversible nature of ceramic firing, no changes are possible after the final firing.

Confirm Policy

Timeline: Approximately one week after ordering (before the final glaze firing), we will email you for preliminary confirmation via petreb2025@gmail.com. 

Response Window: Please reply within 24 hours. If you have edits, please state them in your reply. 

Auto-Approval: To ensure your order is not delayed, if we do not hear from you within 24 hours, we will assume you approve the design and proceed to the next step. This implies you waive your right to further modifications. 

Re-confirmation: If modifications are requested, we will send a second confirmation within one week.

Tip: Please check your Spam/Junk folder to ensure you don't miss our email. 

Return & Refund Policy

All custom orders are final. By completing your payment, you acknowledge and agree to this policy.

Non-Refundable: Once production (firing) begins or the item ships, we do not accept returns, refunds, or exchanges for non-quality reasons. 

Production Failures: Ceramics have a 70-80% success rate. If a kiln failure occurs, we will provide photo evidence and remake the piece. This delay constitutes part of the handmade process and is not valid grounds for a refund. 

Size Variance: Due to different pet characteristics (e.g., ear size), the final dimensions may vary by 1-2 cm. This is normal and not a defect.

Paid Revisions: If you request changes to content (text/design) after engraving or firing has started, you will be responsible for the full cost of remaking the item. 

Spelling Errors: We copy and paste the text exactly as you enter it. Please double-check spelling and capitalization.

  • Your Mistake: Remakes are at full cost.
  • Our Mistake: We will remake it for free and cover shipping.

The Nature of Handmade Ceramics (Disclaimer)

Glaze Variation: Glazes flow naturally at 1200°C, and every kiln firing creates a unique atmosphere. Your urn may be slightly darker or lighter than sample photos. This is the "life" of the ceramic, not a defect. 

Crazing vs. Cracks: Please distinguish between "Crazing" (fine lines on the surface due to expansion differences, which is normal) and structural "Cracks." Crazing is a natural physical phenomenon and is not covered by warranty. 

Size Tolerance: Ceramics shrink by 10-15% during firing. Finished dimensions may vary by ±5mm - 1cm. This is not grounds for return.

Shipping Damages & Claims

Ceramics are fragile. While we use professional shock-proof packaging, breakage can occasionally happen during transit.  If your package arrives broken:

Timeframe: You must contact us within 24 hours of delivery at [petreb2025@gmail.com]. Claims made after 24 hours will be considered accidental damage by the user and are not covered. 

Required Proof: Please provide clear photos of the damaged product AND the outer shipping box. 

Video (Highly Recommended): To ensure a smooth claim process, we strongly recommend recording an unboxing video. 

Resolution: We will create a free replacement for you.

Shipping Privacy

We respect your privacy. All outer packaging is discreet and contains no words such as "Urn," "Cremation," or "Death."