FAQ
Frequently Asked Questions
Answers before you create their memorial.
Clear, gentle answers about proofing, personalization, timing, shipping, returns, replacements, and the private Digital Bridge included with The Soul Keeper Memorial Set.
Quick answers
The key details families usually want to know before creating a custom memorial.
Design proof
24-48 hours
We prepare a proof for you to review before final production begins.
Production
3-5 days
After approval, your custom memorial is made and prepared for shipment.
Delivery
7-10 business days
Typical courier transit time after your order has shipped.
Product & personalization
What is The Soul Keeper Memorial Set?
It is a custom pet memorial urn designed with your pet's watercolor portrait, name, dates, memorial phrase, QR code, and a private Digital Bridge memory space.
What should I upload for the portrait?
Please upload a clear face photo of your pet. Good lighting, visible eyes, and a front-facing or slightly angled photo usually help create the most recognizable portrait.
Can I include my pet's name, dates, and a phrase?
Yes. The memorial can include your pet's name, dates, and a short phrase such as "Always loved, never forgotten." Keep the phrase brief so the design stays elegant and readable.
Proofing & timeline
When will I receive my design proof?
You will receive a design proof within 24-48 hours after placing your order and submitting the required personalization details.
Do you make the product before I approve the proof?
No. We prepare the proof first and wait for your approval before final production begins.
How long does production take after approval?
After you approve the design proof, production usually takes 3-5 days before the memorial is shipped.
Shipping & arrival
How long does delivery take?
After your custom memorial ships, courier delivery usually takes about 7-10 business days.
What is the total estimated timeline?
The full process includes proofing in 24-48 hours, production in 3-5 days after approval, and courier delivery in about 7-10 business days.
Will I receive tracking?
Yes. Once your order ships, tracking information should be provided so you can follow the shipment as it travels to you.
Returns & replacements
Can I return a custom memorial?
Because each memorial is custom made for one pet and family, personalized products are not eligible for return or refund.
What if my product arrives damaged?
If your product arrives damaged, please contact us with your order information and clear photos. We will help arrange a replacement shipment.
What if there is a quality issue?
If there is a quality issue with the product you receive, contact us and include photos of the issue. We will review it and help send a replacement when appropriate.
Digital Bridge
What is the Digital Bridge?
The Digital Bridge is a private memorial space connected by QR code. It can hold photos, videos, stories, candles, flowers, and messages for your beloved pet.
Do I need an app to open it?
No. The Digital Bridge opens from a phone camera scan and does not require a separate app.
Can I keep it private?
Yes. The Digital Bridge is designed to stay private unless you choose to share the link or QR code with family or friends.
Still wondering what feels right?
Preview the Digital Bridge or contact us before ordering. A memorial should feel calm, personal, and clear.