Frequently Asked Questions
Find answers about choosing photos, reviewing your design preview, production times, shipping, cancellations, returns, and caring for your MemoPaw keepsake. Product options and timelines may vary, so please check the individual product page before ordering.
1. Photos & Customization
What kind of photo should I upload?
Upload the original, highest-resolution photo you have. Choose a sharp, well-lit image with your pet’s face, eyes, ears, and important markings clearly visible.
Avoid screenshots, heavy filters, motion blur, strong shadows, covered facial features, and very small files. For full-body or three-dimensional pieces, include the complete pose and additional angles when possible.
Can I upload more than one photo?
Yes. Additional photos can help us understand your pet’s coloring, markings, expression, and body shape.
Please identify the main photo you would like us to use. Extra images are normally treated as references unless the product includes multiple pets or multiple portraits.
Can I use an older photo of a pet who has passed away?
Yes. We understand that an older photograph may be the only image available.
Upload the clearest original file you have. If possible, include additional photos showing important markings or features. If the image does not contain enough detail for the selected product, we may contact you before preparing the design.
Can you create keepsakes for pets other than dogs and cats?
Many MemoPaw products can be personalized for rabbits, hamsters, guinea pigs, birds, reptiles, and other animal companions.
Suitability depends on the product, its material, and the available photos. Contact us before ordering if you are unsure whether a particular design will work for your pet.
Can I include more than one pet?
Some products offer options for two or more pets. Please select the correct number of pets before adding the product to your cart.
If the product page does not show a multiple-pet option, contact us before ordering. Adding pets after checkout may require an additional charge or a different product option.
2. Design Preview & Revisions
Will I receive a preview before production?
For most Custom Made and Premium Custom products that include a digital preview, we usually send the first design within 1–2 business days after receiving your complete photos and customization details.
The preview will be sent to the email address used at checkout. Please check your inbox and spam folder.
What should I check in the preview?
Please review the following details carefully:
- Your pet’s markings and expression
- Photo cropping and portrait position
- Names, dates, and spelling
- Selected colors and layout
- The number of pets or people included
- Any other personalization details shown in the preview
Production begins after the preview is approved or automatically approved after the 48-hour review period.
Can I request changes to the preview?
Yes. You may request reasonable revisions during the preview stage before production begins.
Revisions based on the original photos and customization options selected with your order are available before approval.
Changing the main photo, number of subjects, product style, size, or overall customization scope may require a new design, an additional charge, or extra processing time.
How long do I have to reply to my preview?
Please review and respond to your preview within 48 hours of receiving it.
During this period, you may:
- Approve the preview
- Request revisions
- Cancel the custom order for a full refund
If we do not receive a response within 48 hours, the preview will be considered automatically approved and your order will proceed to production.
What happens after I approve the preview?
Once you approve the preview, we will begin making your custom piece.
After production begins, additional design changes may no longer be possible. If a requested change can still be accommodated, additional fees or production time may apply.
Will the finished product look exactly like the digital preview?
We use the approved preview as the design reference, but the final appearance may vary slightly because of material texture, screen color settings, printing, engraving, carving, painting, stitching, sculpting, or hand-finishing.
Minor handmade or material-related differences do not necessarily indicate a defect. Each product page explains how the selected material may affect the finished piece.
3. Production & Shipping
How long will my order take to prepare?
Production time depends on the product category:
- Ready-to-Ship products: Typically dispatched within 3 business days.
- Custom Made products: The first preview is usually sent within 1–2 business days. After approval, your custom item will be carefully made and shipped within 1–2 weeks.
- Premium Custom products: The first preview is usually sent within 1–2 business days. After approval, production typically takes 4–5 weeks during regular seasons and 5–6 weeks during peak seasons before dispatch.
Shipping time begins after dispatch and is not included in the production time. The timeline shown on the individual product page takes priority.
What counts as a peak season?
Peak seasons generally include periods of higher order volume, such as major holidays and seasonal gifting periods.
During these times, Premium Custom products may require approximately 5–6 weeks of production before dispatch. We recommend ordering early if your purchase is intended for a specific date or holiday.
When will I receive tracking information?
Tracking information is emailed after your order has been completed, packed, and dispatched.
Please allow time for the tracking page to update after receiving the email. Delivery estimates begin after dispatch, not when the order is placed.
How much does shipping cost?
Orders over USD $100 receive free standard shipping. Other available shipping services and charges are shown at checkout based on the destination and order.
Does express shipping shorten the production time?
No. Express shipping may shorten the delivery time after dispatch, but it does not shorten photo review, design preparation, preview approval, or production.
If you need your order for an important date, please contact us before ordering to confirm whether the expected schedule is realistic.
Can you guarantee delivery before a birthday or holiday?
We cannot guarantee a specific arrival date unless it has been confirmed in writing.
Please order as early as possible, especially during holidays and other busy periods. For custom products, production begins only after the required photos, customization details, and preview approval have been received, or after the preview has been automatically approved following the 48-hour review period.
4. Cancellations, Returns & Refunds
Can I cancel my custom order if I am not happy with the preview?
Yes. For Custom Made and Premium Custom products, if you receive your preview and are not satisfied with it, you may request revisions or cancel your order before approving the preview.
If you cancel before preview approval, you will receive a full refund with no cancellation fee.
What happens if I cancel after approving the preview?
Once you approve the preview, production begins.
If you request a cancellation after approval but before the order has shipped, a 25% production fee will be deducted from the refund to cover materials, preparation, and work already completed.
The remaining 75% of the order amount will be refunded.
What happens if I do not reply to the preview within 48 hours?
If we do not receive a response within 48 hours, the preview will be considered automatically approved and your order will proceed to production.
After this point, if you request a cancellation before shipment, a 25% production fee will apply.
Can I cancel a custom order after it has shipped?
Once a Custom Made or Premium Custom product has shipped, it can no longer be canceled due to a change of mind or personal preference.
Can I return a customized product after delivery?
Because Custom Made and Premium Custom products are created specifically for you, they are generally not eligible for return or refund after shipment due to personal preference, change of mind, or dissatisfaction with customization that matches the approved preview.
However, please contact us if:
- Your item arrives damaged
- Your item is defective
- You receive the wrong product
- The customization is significantly different from the approved preview
- An error was made by MemoPaw
Please contact us within 48 hours of delivery and include your order number, clear photos of the item, and a description of the issue.
After reviewing the situation, we may provide an appropriate solution such as a replacement, remake, partial refund, or full refund.
Can Ready-to-Ship products be returned?
Yes. Eligible Ready-to-Ship products may be returned within 30 days of delivery.
To qualify for a return, the item must be unused, unworn where applicable, undamaged, in its original condition, and returned with its original packaging and accessories.
For approved returns that are not related to damage, defects, or fulfillment errors, a 25% restocking fee may be deducted from the refund.
Original shipping fees are generally non-refundable, and return shipping costs are normally the responsibility of the customer unless the item arrived damaged, defective, or incorrect.
What if my custom product does not require a preview?
Some personalized products involve simple photo printing, text printing, or other straightforward customization and may not require a digital preview.
For these products, production may begin shortly after the order is placed. If the product page states that no preview is provided, cancellation may only be possible before production begins.
Once production has started, a 25% production fee may apply to cancellations made before shipment.
Where can I read the complete refund policy?
Please review our Return & Refund Policy for complete cancellation, return, refund, and eligibility terms.
5. Products & Memorial Keepsakes
Are all MemoPaw products personalized?
No. MemoPaw offers personalized products as well as selected Ready-to-Ship items.
Products requiring a photo, name, text, ashes, fur, or another personal detail are identified on the individual product page. Ready-to-Ship products do not require personalized production.
What materials are used?
Materials vary by product and may include metal, leather, wood, ceramic, acrylic, glass, textiles, wool felt, and other materials.
Please refer to the individual product description for the exact material, finish, dimensions, and care instructions.
Do pet urns and memorial jewelry hold all of a pet’s ashes?
Not always. Many memorial necklaces, capsules, and small keepsake vessels are designed to hold only a symbolic portion of ashes, fur, whiskers, feathers, or another small remembrance item.
Please check the product dimensions and capacity before ordering. If you wish to store all ashes, ask your cremation provider about the returned volume and compare it with the product’s verified internal capacity.
Are memorial containers airtight or waterproof?
Only treat a product as airtight, waterproof, or moisture-resistant when that feature is specifically confirmed on its product page.
For products without a verified seal, place ashes or other sensitive contents inside a suitable sealed inner bag or capsule before inserting them into the keepsake.
How should I care for my keepsake?
Follow the care instructions on the individual product page. In general, keep handcrafted and memorial pieces away from prolonged moisture, strong chemicals, direct heat, and unnecessary impact.
Materials such as leather, ceramic, painted surfaces, plated jewelry, textiles, and acrylic require different care, so one care instruction does not apply to every product.
6. Order Changes & Customer Support
Can I change my photo or customization details after ordering?
Please contact us as soon as possible.
Changes are generally possible during the preview stage before approval.
Once the preview has been approved, automatically approved after 48 hours, or production has otherwise begun, changing the photo, text, size, color, number of pets, or product option may no longer be possible or may require an additional charge.
What should I do if my order arrives damaged or incorrect?
Please take clear photographs of the product, packaging, and shipping label, then contact us within 48 hours of delivery with your order number and a description of the issue.
Please do not discard the product or packaging before contacting us, as we may need photographs or other information to review the issue.
What if I entered the wrong name, date, or other personalization details?
Customers are responsible for carefully checking the personalization information submitted with their order and shown in the preview.
Please review names, dates, spelling, photos, colors, sizes, and other customization details carefully before approving the preview.
MemoPaw is generally not responsible for errors resulting from incorrect information submitted and approved by the customer.
What if the photo I submitted is low quality?
The quality of a custom product may depend on the quality of the photo provided.
For best results, submit a clear, well-lit, high-resolution image. If your photo is unsuitable for the selected product, we may contact you and request another image.
Differences caused by low-resolution, blurry, dark, cropped, or heavily filtered source photos are generally not considered product defects.
How can I contact MemoPaw?
Email us at info@memopaw.co with your order number, product link, photos, and question.
We aim to reply within 1–2 business days, Monday through Friday.