Refund policy
Our Peace of Mind Guarantee (Custom Pet Memorials)
Because each 3D crystal is uniquely custom-modeled and laser-engraved with your beloved pet’s photo and name, all custom personalized orders are final sale and cannot be returned for a refund due to a change of mind.
However, we understand how deeply meaningful this memorial tribute is to you. Your peace of mind and satisfaction are our highest priorities.
Free Replacement for Damaged, Defective, or Lost Items
If your order arrives in any of the following conditions, please email our support team within 14 days of delivery at [zhoujiahui617@outlook.com] with your order number and clear photos of the issue:
- Damaged or Broken in Transit: Arrived cracked, chipped, or damaged during shipping.
- Engraving Defect or Error: Significant engraving flaw, spelling error, or noticeable mismatch compared to your approved photo.
- Missing Items or Accessories: Missing LED base, power cable, or wrong shape/size sent.
- Package Lost in Transit: Confirmed lost by the courier or tracking stalled past estimated delivery.
Our Solution: We will happily remake and dispatch a 100% brand-new replacement completely free of charge via express FedEx delivery.
Exceptional Refund Requests
Because our crystals are heartfelt gifts, if a severe delivery delay causes you to miss a specific memorial service or gifting occasion and a replacement can no longer arrive in time, please contact us. We review exceptional cases with compassionate care to ensure a fair resolution.
Order Cancellations
Custom 3D modeling and laser preparation begin promptly. If you need to modify or cancel your order, please notify us within 2 hours of placing your order. Once 3D artist rendering or laser engraving has begun, orders cannot be cancelled.