🕊️Product Questions & Answers
1、What materials are your memorial products made of?
Each pet memorial keepsakes is made from carefully chosen materials — stainless steel, ceramic, wood, resin etc. — selected for their durability and timeless beauty. We choose every texture and finish with love, because these memorial gifts are meant to hold precious memories, not just a product.
2、Are your products safe for long-term keepsake use?
Yes. Our memorial keepsakes for pets are designed to last a lifetime. Every pet keepsakes is made with safe, non-toxic, and rust-resistant materials to ensure your beloved pet’s memory stays beautifully preserved over the years.
3. Can I use your urns for ashes of cats and dogs?
Absolutely. Our pet cremation urns are suitable for both cats and dogs — and every special friend in between. Each design is made to honor love, no matter how big or small your companion was.
4. Are the pet memorial necklaces waterproof?
Our loss of pet necklace is water-resistant, perfect for daily wear. However, to keep the shine and engraved message beautiful for years, we recommend avoiding long contact with water or chemicals.
5. What makes your memorial urns jewelry unique?
Our memorial jewelry for pets is designed not only to be worn, but to be felt. Each piece carries space for ashes, fur, or a small memento — a physical touchpoint of the bond you shared. It’s a way to keep love close, always.
6. Do your pet memorial photo frames come with glass protection?
Yes. Every photo frames includes a glass or acrylic shield to keep your photo safe from dust, while allowing your pet’s smile to shine through clearly, just as you remember it.
7. Are the pet memorial wind chimes suitable for outdoor use?
Yes. Our pet loss wind chimes are crafted from weather-resistant materials, designed to sing softly in the breeze. Many pet parents hang them near a garden or window — each chime feels like a gentle hello from above. 🌈
🐾 Personalization & Custom Orders
1. Can I add my pet’s name or date on the product?
Yes. Part of our pet memorial keepsakes can be personalized with your pet’s name, date, or a short message. It’s a beautiful way to make each pet memorial gifts uniquely theirs — a gentle reminder of love that never fades.
2. What type of engraving options do you offer?
We offer both text engraving and symbol engraving (such as paw prints, hearts, or wings). Some pet loss gifts also allow for small image engraving. Each engraving is done with care to ensure clarity and meaning.
3. How do I upload a photo for customization?
If your item includes a photo option, you’ll see an “Upload Photo” button on the product page. Simply upload your favorite image before checkout, or email it to us with your order number — we’ll handle the rest.
4. How long does a custom order take to make?
Custom orders usually take 5–7 business days to craft before shipping. Every personalized piece is made with special care, so we kindly ask for your patience while we make it perfect.
5. Can I request a specific font or symbol?
Yes, of course. We offer a selection of fonts and symbols, and we’re happy to use one that matches your style. If you have something special in mind, just leave us a note or message — we’ll do our best to make it happen.
6. What if I made a mistake in my custom text?
If you notice a typo or mistake, please contact us within 24 hours after placing your order. Once the engraving or printing begins, changes may not be possible — but we’ll always do our best to help.
7. Can I cancel or edit my custom order after purchase?
Since personalized items are made just for you, cancellations or changes are only possible before production begins. Once engraving or printing has started, we can’t make edits — so please double-check your details before confirming your order.
📦 Shipping, Delivery & Packaging
1. Where do you ship from?
Our pet remembrance gifts are carefully packaged and shipped from our trusted production partners and fulfillment centers. Each memorial for a pet is handled with care to ensure your memorial arrives safely and beautifully.
2. Do you ship internationally?
Yes. We ship worldwide so that pet lovers everywhere can keep their memories close. Delivery times may vary depending on your location, but we’ll always make sure your package reaches you securely.
3. How long will my order take to arrive?
Most orders arrive within 7–20 business days, depending on your country and the level of customization. Custom-made pieces take extra time because we craft them with love and precision. You’ll receive updates along the way.
4. Can I track my package?
Absolutely. Once your order ships, you’ll receive a tracking number by email so you can follow your package’s journey — from our hands to your hand.
5. What if my package is lost or delayed?
If your order seems delayed, please reach out to us. We’ll help track it down and contact the carrier if needed. In the rare case of loss, we’ll offer a replacement or refund — your peace of mind matters to us.
6. Do you offer express or priority shipping?
Yes. Express and priority options are available at checkout for most destinations. If you need your order by a specific date, please contact us — we’ll do our best to make it happen.
7. Can I change my shipping address after placing the order?
If your order hasn’t shipped yet, we can update your address. Please contact us within 24 hours of placing your order. Once your package is on its way, address changes are no longer possible.
8. What shipping carriers do you use?
We partner with reliable global carriers such as UPS, USPS, FedEx, and DHL to ensure timely and secure delivery. The carrier is automatically selected based on your region and the fastest route available.
9. Will I need to pay customs duties or taxes?
International shipments may be subject to customs fees or import taxes set by your local authorities. These charges are not included in our prices, but we’re happy to assist with documentation if needed.
💳 Payment & Order Confirmation
1. What payment methods do you accept?
We currently accept payments securely through PayPal. You can use your PayPal balance, or pay with a credit or debit card through PayPal without creating an account. We plan to offer more payment options soon to make your experience even easier.
2. Is it safe to pay on your website?
Yes. Our website uses SSL encryption and secure payment systems to protect your personal and financial details. Your safety and peace of mind are always our top priorities.
3. Will I receive a confirmation email after ordering?
Yes. Once your payment is completed, you’ll receive a confirmation email with your order details. If you don’t see it in your inbox within a few minutes, please check your spam or promotions folder.
4. Why was my payment declined?
Sometimes payments are declined due to bank security checks, incorrect card details, or insufficient funds. We recommend double-checking your information or trying a different card or PayPal. If the issue continues, contact your bank for assistance.
5. Do you offer installment or “Buy Now, Pay Later” options?
We don’t offer in-house installment plans at the moment, but PayPal may provide “Pay in 4” or “Pay Later” options depending on your country and eligibility. If available, you’ll see the option during PayPal checkout.
6. Can I pay in my local currency?
Yes. Our store automatically displays prices in your local currency based on your location. The final charge will appear in your currency or its equivalent at checkout.
7. Are there any hidden fees or taxes?
No hidden fees — ever. All prices shown include standard charges. For international orders, local customs duties or taxes may apply, which are determined by your country’s import regulations.
8. Do you keep my payment information secure?
Absolutely. We never store or share your full payment details. All transactions are processed through secure, PCI-compliant payment providers like PayPal.
9. Can I receive an invoice or receipt for my order?
Yes. You’ll receive an order receipt via email automatically after checkout. If you need a formal invoice for business or personal records, just contact us — we’ll be happy to provide one.
💔 Returns & After-sales
1. Can I return or exchange a product?
Yes, we accept returns or exchanges for non-personalized items within 14 days of delivery. Please ensure the product is unused and in its original packaging.
2. Are customized products eligible for return?
Because each personalized item is made specially for you, we generally do not accept returns or exchanges for customized products unless there is a defect or production error.
3. What should I do if my item arrives damaged?
We’re truly sorry if your item arrived damaged.
Please contact us within 7 days of receiving your package and include clear photos of the damage — we’ll gladly arrange a replacement or refund.
4. How do I start a return or replacement request?
Simply email us at service@peteverlasting.com with your order number, reason for return, and photos if applicable.
Our support team will guide you through the next steps.
5. How long does a refund take?
Once your return is approved, refunds are typically processed within 3–7 business days through your original payment method.
6. Do I need to pay for return shipping?
If the return is due to a defect, damage, or our mistake, we’ll cover the return shipping costs.
For other reasons (such as change of mind), customers are responsible for return shipping.
7. What if my engraving or photo is incorrect?
If there’s an error caused by us, we’ll remake or replace your product at no extra cost.
If the mistake was in the information you submitted, please contact us — we’ll do our best to offer a fair solution.
8. What happens if I receive the wrong product?
We sincerely apologize for any mix-up.
Please contact us right away with a photo of the item you received, and we’ll send the correct product or issue a refund as soon as possible.
9. Can I get a replacement if the product breaks later?
We don’t provide lifetime warranties, but if your item breaks within 30 days due to a quality issue, we’ll offer a free replacement or partial refund.
10. How can I contact customer support?
You can reach our support team anytime at service@peteverlasting.com.
