Last updated: October 10, 2026
FurStarTrace is operated by FurStarTrace Limited. These terms apply to purchases from furstartrace.com together with the product information and policies presented before purchase. Contact us at furstartrace@gmail.com. Our business contact region is Kwai Chung, New Territories, Hong Kong.
Our memorial urns have fixed ceramic cat or dog forms. Personalisation applies to the portrait and agreed surface details; the ceramic form is not sculpted anew from your pet’s photograph. Check the listed dimensions and capacity before ordering. Body-weight guidance is only a starting point; allow enough space for the ashes, their bag and the lid.
Review the selected product, options, currency, delivery details and total shown at checkout before paying. Contact us promptly about any discrepancy. We will contact you if an error or fulfilment problem affects your order, and explain the available resolution, including any refund required. We will not charge an additional amount without your agreement.
Provide accurate information and photographs you have permission to use. You retain your rights in your submitted material and allow us to use it as needed to fulfil your order. Public promotional use requires separate permission. Personal information is handled as described in our Privacy Policy.
Your private order workspace is used to submit details, review designs and approve a specific version. We do not treat a lack of response as approval. Production will wait for your explicit approval. Your order includes two rounds of reasonable revisions to the original brief; corrections of our mistakes do not count. New scope and any additional charges require your agreement.
You may cancel for a full refund before production begins, including after a proof has been prepared. Once you have approved the design and production has begun, change-of-mind cancellations, returns and refunds are not available for that personalised item. Damage, defects and items not matching the agreed order remain eligible for appropriate remedies.
Orders ship from mainland China. Our Shipping Policy explains production timing, estimated transit times, regional import fees and the import charges we cover. Review time is additional. Our Return & Refund Policy explains cancellations and remedies. These policies do not exclude rights that cannot lawfully be excluded.
Do not misuse the website, attempt unauthorised access to another customer’s order, upload malicious content or submit material that infringes another person’s rights. Our site content and brand assets may not be reproduced commercially without permission or another lawful basis.
Future updates to these terms will not retrospectively remove rights or commitments applicable to an existing order. If you have a question or complaint, email furstartrace@gmail.com with your order number where relevant. Applicable mandatory consumer protections remain in effect.