Shipping policy

Effective date: September 6, 2026. Thank you for trusting us with your companion's memorial. Because every urn is made to order, this page explains how your piece is made, packed, and delivered.

1. Made to order

All pieces are handcrafted after you place your order. We email your design preview before anything is fired, and one free round of small adjustments is included at that stage. Once you approve your preview, firing and finishing take about 12 business days. If you need your urn sooner, a rush service of about one week is available for an additional $50 — we will confirm availability when you order. We confirm your personal timeline by email before we begin.

2. Free shipping, worldwide

Every order ships free — no minimums, worldwide. Your urn is handmade in about 12 business days after you approve your preview; once dispatched, delivery typically takes about 8–15 days via USPS, and tracking is provided for every order.

3. Tracking

You will receive a tracking number by email when your order ships. If tracking shows no movement for 30 days, or a parcel is marked delivered but you have not received it, contact us with your order number and we will check with the carrier for you.

4. Customs and import duties

We ship worldwide, and orders usually clear customs without extra fees. If customs authorities assess import duties, taxes, or handling fees on your order, those charges are the buyer's responsibility and are not included in our prices.

5. Delivery issues

If your order is lost in transit or held by customs, we will remake and reship it once at no extra cost — see our Refund Policy below. Please keep the original packaging and contact us within 3 days of the expected delivery date so we can help you as quickly as possible.

6. Incorrect address

Please double-check your shipping address at checkout. If a parcel is returned because the address was incorrect, we will contact you to arrange reshipment; the actual cost of reshipment will be charged to the buyer.