Help Center & FAQ

I. Customization Process

1. What is the customization process? For customized products, please upload clear photos of your pet's face and several full-body photos when placing your order. Within 48 hours, our customer service team will contact you to provide a design draft for your confirmation. Production will officially begin once the design is approved.

2. How accurate is the 3D statue's likeness? Our professional artists focus on capturing the unique spirit and physical features of your pet based on your photos. As these are hand-painted artistic recreations, we strive for the highest possible likeness to ensure your memorial feels like your "furry baby" coming home.

3. Can I add engravings or special markings? Yes. Most of our urns and statues support personalized engravings such as names, dates, or short heartfelt messages. Please specify your requirements in the "Order Notes" section during checkout.

II. Shipping & Delivery

4. How long do production and shipping take? Each custom product is unique and handcrafted. Production typically takes 15-20 days. Once completed, shipping usually takes 7-10 days. We use premium carriers such as FedEx, UPS, and DHL to ensure your package arrives safely.

5. Do you offer free shipping? Yes. To support our community of pet parents, we offer Free Worldwide Shipping on all orders. There are no hidden fees or additional shipping costs.

6. Can I track my order? Absolutely. Once your order is shipped, you will receive an automated email containing a tracking number so you can monitor its journey to your home.

III. Product & Selection

7. How do I choose the right urn size? A general rule of thumb is: 1 lb of body weight equals 1 cubic inch of ash volume. For example, a 20 lb pet would need a 20 cubic inch urn. If you are unsure, please contact our support team with your pet's breed and weight for a recommendation.

8. Are the urns sealable? Our ceramic urns are designed with a precision fit. While they provide a secure closure, we recommend using a small amount of ceramic adhesive or silicone sealant for a permanent, airtight seal.

9. Is the ceramic material durable? Yes. Our urns are high-fired ceramic, making them extremely durable and resistant to corrosion. They are designed to serve as a beautiful and permanent resting place for your pet’s remains.

IV. Returns & Support

10. What if my item arrives damaged? We take great care in packaging, but if your item is damaged during transit, please contact us within 48 hours of delivery with photos of the damage. We will remake and reship your memorial free of charge.

11. Can I return a customized product? Due to the highly personalized nature of our products, we cannot accept returns or offer refunds for non-quality issues once production has begun. We use the design proofing stage to ensure you are satisfied with the look before we craft it.

12. What is the mission of GentleUrn? We deeply understand that losing a "furry child" is an incredibly difficult time for any parent. Our mission is to provide comfort through our handcrafted memorials, ensuring every beloved pet finds their final resting place and returns home in a warm, dignified way.

Still have questions? Contact our support team at contact@gentleurn.com or via our Live Chat. We are here to help you during this time.