Frequently Asked Questions
Frequently Asked Questions
Frequently Asked Questions
Answers to the most common questions we hear from our customers. Can't find yours? Reach us anytime at a15920146395@gmail.com or on WhatsApp.
What is your return policy?
We accept no-hassle returns and exchanges on all ready-made keepsakes. Because every custom keepsake is hand-built from your pet's photos, custom orders are non-refundable except for manufacturing defects or shipping damage — in those cases we replace or refund in full.
How much is shipping?
Shipping is free on all orders, with doorstep delivery included. We ship via tracked air service to the United States and most international destinations. You will receive a tracking link by email as soon as your order leaves our studio.
Where do you ship from?
We design, render, and ship from our studio and fulfillment center in Shanghai, China. Keeping everything under one roof lets us control the quality from your first photo to the moment your keepsake is packed.
When will I receive my order?
Most orders ship by air and arrive in 5 to 15 business days. Custom-made keepsakes require you to contact our team in advance so we can walk you through sending your pet's photos, sound clips, and preferences — this lets us build your hologram to your exact specifications and avoid delays.
Have a question that is not listed here? Email a15920146395@gmail.com or message us on WhatsApp — a real person on our team reads every message and replies within 24 hours.