FAQ
About Customization Services
1. What information do I need to provide to customize pet-related ceramic products?
To accurately capture your pet's unique temperament, we recommend providing: ① 3-5 clear photos of your pet (front, side, and signature poses are ideal, as they can show details such as coat color, patterns, and expressions); ② The unique features of your pet you want to highlight (such as special spots, favorite poses, signature accessories, etc.); ③ The specific type of customized product (such as memorial urn, sculpture, personalized mug) and size requirements; ④ If you need engraved text, please specify the content (such as your pet's name, birth/death date, a memorial phrase, etc.).
2. What is the customization process? How long does it take from placing an order to receiving the product?
The customization process consists of 5 steps: ① Submit your customization needs and pet information; ② Our designer will create a preliminary design sketch within 3 working days and confirm the details with you; ③ After confirmation, handcrafting will begin, which takes 7-15 working days depending on the product type (simple mug/complex sculpture); ④ After production is completed, we will take photos of the physical product for your inspection; ⑤ After passing the inspection, we will arrange for shipment. The logistics time is 3-7 working days depending on the region. The overall cycle is approximately 13-25 working days, which may be slightly extended during peak seasons. The specific time limit will be notified when placing the order.
3. Can I modify the plan after confirming the design sketch?
Before confirming the design sketch, you can modify the plan for free; if modifications are needed after confirmation, it depends on the modification stage: ① If production has not started, the design can be modified with a small fee charged for the designer's redrawing; ② If it has entered the production stage (such as completed ceramic shaping), modifications involving core shapes and patterns may not be possible. Small adjustments (such as modifying the engraved text) can be made after communication. The specific details will be subject to the customer service notification. We recommend that you carefully confirm during the sketch stage to avoid affecting the cycle due to subsequent modifications.
4. Can I customize one product for multiple pets?
Absolutely! We support customization of one product for multiple pets. For example, presenting an interactive scene of multiple pets in one sculpture, or painting avatars of multiple pets on a mug. You only need to provide clear information for each pet and explain the desired combination method (such as side by side, snuggling, etc.). The designer will arrange the layout reasonably according to the product size and overall aesthetics to ensure that the characteristics of each pet are highlighted.
About Product Materials and Craftsmanship
1. Is the ceramic material used in the products safe and durable?
We use food-grade safe ceramic materials that are lead-free and cadmium-free, and have passed international safety tests. Among them, mugs can be directly used to hold hot water and drinks, which are safe and non-toxic. The material has high hardness and strong wear resistance. After high-temperature firing (above 1200℃), it is not easy to fade or crack, and can be stored for a long time under normal use. For products that need to be stored for a long time, such as memorial urns, special glazing treatment will be carried out to improve moisture-proof and damage-proof performance.
2. Will handcrafted products have "imperfect" details?
Yes, handcrafted ceramic products will have natural "handmade marks", such as slight differences in glaze color, slight irregularities in hand-painted lines, and natural curvature of edges. These are not quality issues, but unique imprints of handcrafted products, which also make each product truly "one-of-a-kind" and better reflect the exclusive memorial significance of your pet. We will ensure that the core details of all products are accurate and the overall appearance is beautiful, and products that do not meet the standards will never be shipped.
3. What sizes are available for memorial urns? Can they fit pets of different weights?
We provide memorial urns in a variety of sizes, ranging from small pets (such as hamsters and parrots, with a capacity of about 0.5L) to large pets (such as Golden Retrievers and Labradors, with a capacity of about 10L). For details, please refer to the size chart on the product page. If you are not sure about the suitable size, you can inform us of your pet's weight and breed, and our customer service will recommend a suitable size based on experience. We also support customization of non-standard sizes according to special needs.
About Application Scenarios and After-sales Service
1. Are there other application scenarios for the products besides commemorating deceased pets?
Of course! Our products are not only memorials for deceased pets, but also suitable for customizing "exclusive souvenirs" for living pets: for example, customizing pet-shaped mugs for daily use, customizing small sculptures as home decorations to record the lovely appearance of pets at the moment; they can also be used as pet-related gifts, such as giving them to friends and relatives who have pets to express blessings for the bond between them and their pets. There are various application scenarios.
2. What should I do if I find quality problems after receiving the product?
We promise a 7-day no-questions-asked return and exchange policy (except for customized products with no quality problems). If you find quality problems such as cracks, fading, wrong engraving, or serious inconsistency between the shape and the confirmed plan after receiving the product, please take clear photos within 48 hours.