Frequently Asked Questions

What can I personalize?

We offer personalized ceramic pet memorial urns, including painted portrait and clay figurine designs. Depending on the item, you can upload a photo and add names, dates, a short message or other options. Check the product page for the choices available.

Which photograph should I use?

Choose an original, clear, well-lit photo with the subject visible and unobstructed. Avoid heavy filters and blurred screenshots. Follow the upload requirements on the product page. Our Customization Guide explains the process.

Will I receive a design proof?

An upload preview confirms the image you selected; it is not a finished artwork proof. If you need a change or a separate confirmation before production, contact us and obtain confirmation from support.

How long will my order take?

For standard delivery to the contiguous United States, allow 1 business day for handling, 2–5 business days for production and 5–9 business days for shipping. The total estimate is 8–15 business days after payment, usable photographs and complete personalization instructions are received. See our Shipping Policy for cut-off times and delays.

Where do you ship, and what does it cost?

Standard shipping is free to the contiguous United States: the 48 adjoining states and Washington, DC. Checkout currently accepts delivery orders only within this area. We do not currently deliver to Alaska, Hawaii, U.S. territories or destinations outside the United States. Orders are dispatched from Hong Kong. Paw & Ash covers U.S. import duties, tariffs and customs clearance charges, so no additional import charges are due on delivery. Any sales tax charged at checkout is shown before payment.

How do I track my parcel?

We email tracking information after dispatch. Use the carrier link in that message. If tracking has not changed for more than 10 business days, email us with your order number. See Track Your Order.

Can I cancel or change an order?

Email us within 48 hours of placing the order and as early as possible. We can cancel or change it only before personalized production begins. Production may begin within that period.

Can I return a custom item?

Personalized items cannot be returned simply because you change your mind after production starts. Damage, defects and items that do not match your order can be reported within 30 days after delivery. Eligible non-personalized items have a separate 30-day return window. Read the Refund & Returns Policy before sending a parcel.

What if my order arrives damaged?

Email your order number and photos of the item, packaging and shipping label within 30 days of delivery. Reporting visible damage within 7 days helps us investigate quickly. We will review the issue and arrange an appropriate replacement, refund or authorized return.

Which payment methods can I use?

The available methods appear in Shopify checkout for your order. Visit our Payment Policy for more information.

How can I contact you or ask to delete a photo?

Email service@pawandash.com. We aim to reply within 1–2 business days, Monday through Friday. Include the order number for order or photo deletion requests. Our Privacy Policy explains how uploaded material is used and how deletion requests are handled.