A LITTLE GUIDANCE
Here to help.
Find your next step, from the first photo to a place at home.
Good to know.
What exactly is personalized?
The portrait and artwork on the ceramic body, name, optional dates, message and floral details. The original dog or cat ceramic shape stays the same. For dogs, custom ear colors inspired by your photos plus a sculpted tongue are available together for $10 USD. Cat color details are included.
Do I need photos ready before I order?
No. Choose and pay for the memorial first, then send your photos and words using your order link. One clear photo is enough to begin; extra angles can help us see their markings. See the photo guide for supported files.
Will I see the design first?
Yes. Check the portrait, name, dates and message before approving. You can request a change from the design-review page. Production begins only after your explicit approval; silence is not approval.
How do I choose a size?
Compare the actual volume of ashes with the capacity chart. Weight alone cannot guarantee fit. For dogs with finely processed ashes or small fragments, up to 20 kg / about 44 lb can use Small as a starting point. Above that, consider Large and verify volume. Cats, partial ashes and larger fragments need a volume-based check.
When should I expect it?
First design: within 24 hours after complete details. Production and dispatch: 10 calendar days after design approval. US and European shipping: approximately 20 calendar days. Allow around 30 days after approval, plus your review time. Transit and customs can vary.
Can I cancel or return it?
Each memorial is personalized. Once you approve the design and production begins, we do not accept change-of-mind cancellations, returns or refunds. If it arrives damaged, defective or different from the agreed design, contact us. Your statutory rights are unaffected. For a request before production, contact us promptly.
Is the lid removable?
Yes. The interior and underside are shown in the ceramic-detail section. Lift and carry the urn by supporting the body and base. We do not describe this closure as airtight or waterproof.
Are the frame and room accessories included?
The purchase is for your personalized ceramic memorial urn. Frames and other room accessories shown in lifestyle images are styling props.
Delivery & timing
First design within 24 hours after complete details. Production and dispatch within 10 calendar days after approval. US and European transit is approximately 20 calendar days. Review time is additional; customs and carriers may affect delivery.
Free standard shipping applies to currently supported destinations outside mainland China. Checkout confirms destination eligibility and any applicable taxes. For other regions or a time-sensitive request, check with us before ordering.
Made especially for them.
After you approve the design and production begins, change-of-mind cancellation, return or refund is not available. This does not remove your rights if the item is damaged, defective or not as agreed.
Contact us with your order number and clear photographs if something is wrong. Before production, please contact us promptly about cancellation; do not assume a request has been accepted until confirmed.
Your photos stay personal.
Your submitted photos and words are used to prepare and fulfill your memorial order. Submitting a photo does not give permission to feature it publicly. Public sharing requires separate permission.
For questions about access or deletion, email furstartrace@gmail.com. See the store privacy policy for the applicable policy.
Something specific?
Email furstartrace@gmail.com with your order number and a brief description. You can submit photos, save details and review designs in your order workspace without waiting for a live conversation.