PetReb‘s FAQs
Find answers to our most frequently asked questions.
Customization Process
What is PetReb’s customization process?
Every PetReb custom urn goes through a complete and non-compressible handcrafted process:
Reference materials → Sculpting & form design → Hand painting → Glazing → High-temperature firing → Quality inspection → Packaging → Shipping.
We do not rush or shorten any step at the expense of the piece’s integrity.
What information do I need to provide?
To restore your pet’s appearance as accurately as possible, we require:
At least 4 clear photos: 1 front view (clear facial features and expression), 2 side views (left and right), and 1 back view (fur color, patterns, tail).
We recommend additionally noting any features you wish to highlight, such as facial or body characteristics (missing ear, heterochromia, spots), special markings, or signature details.
Can I request changes during the design stage?
Yes, but revision stages are clearly defined.
After hand painting is completed, you are entitled to one free detail revision. Once the piece enters the firing stage, no further changes can be made, as ceramic firing is irreversible.
We will confirm with you via email at key stages. If no reply is received within 24 hours, we will proceed to the next step by default.
Can I cancel my order after placing it?
Custom orders are generally non-cancelable.
Cancellation is allowed within 12 hours of placing the order. Once the forming stage begins, cancellation is no longer possible.
What happens if firing fails?
Ceramic firing has a success rate of approximately 70–80%.
If firing fails, we will contact you immediately, provide photo documentation, and remake a brand-new piece for you.
Find answers about our products
Craftsmanship & Materials
What materials are used?
All PetReb urns are handcrafted from ceramic, painted using underglaze techniques, and fired at temperatures above 1200°C (2190°F). Ceramic offers a warm texture and excellent color durability.
What is underglaze painting?
Underglaze painting is completed before glazing, then sealed beneath the glaze during high-temperature firing.
Colors do not fade, and each piece shows subtle variation—an inherent beauty of handmade ceramics.
Why may colors differ slightly from samples?
Glazes naturally react and flow during firing. Variations between kiln loads are normal and not considered defects.
About “natural imperfections”
Natural glaze crazing and certain structural lines are normal physical phenomena and are not covered by after-sales service. As each piece is handmade, a size variance of 1–2 cm is acceptable and does not qualify as a reason for return.
Size, Capacity & Use
How do I choose the right size?
A general rule of thumb is:
Pre-cremation weight (1 lb) ≈ required capacity (1 cubic inch), or
Pre-cremation weight (1 kg) ≈ required capacity (37 ml).
If you wish to include keepsakes such as fur or a collar, we recommend choosing a slightly larger size. These calculations are general guidelines; please choose based on your actual needs.
Should the urn be kept at home or buried in the garden?
We do not recommend burying unless using a professional burial vault. PetReb urns are designed for home display. Please handle gently and keep away from sharp objects.
Does it need sealing?
All urns include secure sealing mechanisms. No additional sealing is required.
How do I care for it?
Each PetReb urn is carefully crafted for durability. Occasional wiping with a microfiber cloth is sufficient.
After-Sales & Shipping Policy
Can I cancel my order?
Cancellation is allowed within 12 hours only. Once the piece enters the forming stage, cancellation is no longer possible.
Do you accept returns or exchanges?
Custom Orders: All custom products are final sale. Payment confirms your acceptance of this policy.
Production & Shipping: Returns are not accepted once the firing process begins, after shipment, or for reasons unrelated to quality or transit damage.
Firing Risks: Due to the nature of ceramics (70–80% success rate), if a firing failure occurs, we will provide production proof. Firing failure is an inherent craft risk and does not qualify for a refund.
What if the item is damaged during shipping?
We take great care in packaging, but if your urn arrives damaged, please let us know within 24 hours. To process a free remake, we require an unboxing video and clear photos of the item and its packaging. Please note that we cannot accept claims after 24 hours, as we are unable to verify the cause of damage after that time.
Is the packaging discreet?
Yes. The outer packaging contains no sensitive terms such as “Urn,” “Cremation,” or “Death,” protecting your privacy and emotional boundaries.
Is compensation available for recipient-caused delivery failure?
We are not responsible for delivery failures caused by incorrect addresses, recipient absence, package refusal, or failure to collect items on time. Please double-check your shipping details before ordering and ensure your contact number is reachable. If your package is held for pickup, it must be collected within the carrier's specified timeframe to avoid forfeiture of compensation.
"Great quality stuff for everyone who is looking for new trends. Customer support was super understanding when I ordered at the wrong address, and helped me replace it. Thanks, Your Brand!"
Sofia R. Alberta, Canada.