Returns & Peace of Mind: Our Promise to You
Returns & Peace of Mind
Our promise is care, clarity, and a safe arrival.
Each memorial is custom made for one beloved companion. While personalized items cannot be returned or refunded, we will help if your order arrives damaged or has a quality issue.
Policy summary
We want your memorial to arrive safely and feel true to the proof you approved. Here is the policy in plain language.
Custom orders
No refunds
Personalized memorials are made for one pet and family, so they cannot be returned or refunded.
Damaged arrival
Contact us
If the product arrives damaged, send photos and order details so we can help with a replacement.
Quality issue
We review it
If there is a product quality issue, contact us and we will review it for replacement support.
Why custom memorials are not refundable
Each Soul Keeper memorial is made with your pet's photo, name, dates, phrase, and QR code. Because the final product is personalized for one family, it cannot be restocked or resold.
For that reason, custom memorial products are final sale and not eligible for return or refund. To help you feel confident before production, we provide a design proof first.
If your order arrives damaged
If your memorial arrives damaged, please contact us as soon as possible. Include your order number, a photo of the damaged product, and a photo of the packaging if available.
Take clear photos
Photograph the damaged item and packaging so we can understand what happened in transit.
Contact us with your order details
Send your order number, email, and photos through our contact page.
We help arrange a replacement
When damage is confirmed, we will help send a replacement product to you.
If there is a quality issue
If you receive a product with a quality issue, contact us with photos and order information. We will review the issue and help arrange a replacement when appropriate.
This promise is meant for product damage or quality problems, not preference changes after a design proof has been approved.
How to contact us
Please use the contact page and include your order number, the email used at checkout, and clear photos of the issue. The more specific the photos are, the faster we can understand and help.
Returns FAQ
Can I return a custom pet urn if I change my mind?
No. Because each memorial is personalized for one pet and family, custom products cannot be returned or refunded.
What if the memorial is broken when it arrives?
Please contact us with photos and your order details. We will review the damage and help arrange a replacement shipment.
What if the product has a quality issue?
Contact us with photos of the issue and your order information. We will review it and help send a replacement when appropriate.
Does proof approval matter?
Yes. Your proof is the moment to check the design before production. Once approved, the custom product moves into production based on that approved design.
Our promise to you.
We cannot make a custom memorial returnable, but we can make the process clearer, kinder, and safer from proof to arrival.