Frequently Asked Questions

To place a custom order, simply browse our collection and select the piece you'd like to personalize. During checkout, you'll have the option to add custom engraving, choose your preferred metal, and upload any photos or artwork you'd like incorporated into your design. If you need additional customization, please contact us directly.

Yes, many of our memorial pieces can incorporate a small amount of your pet's ashes, fur, or other meaningful materials. Select pieces that are marked as 'Memorial Ready' in our collection, and we'll provide detailed instructions for safely sending us the materials.

We use only premium materials including sterling silver (925), 14K gold, 18K gold, and rose gold. All our metals are hypoallergenic and nickel-free. We also offer options with natural gemstones that can be selected to match your pet's birthstone or favorite color.

Standard pieces typically ship within 5-7 business days. Custom and personalized pieces require 10-14 business days as each item is handcrafted with care. During peak seasons, please allow additional time. You'll receive tracking information as soon as your order ships.

Yes, we ship worldwide! Domestic orders (US) typically arrive within 3-7 business days. International shipping times vary by location, generally 7-21 business days. All orders include tracking information and are packaged securely to ensure safe delivery.

We offer free standard shipping on all US orders over $75. Orders under $75 have a flat rate of $5.95. International shipping rates are calculated at checkout based on destination and package weight.

Each piece arrives in our signature gift box, carefully wrapped and protected. For memorial pieces containing ashes or fur, we use additional secure packaging. All shipments are fully insured for your peace of mind.

We offer a 30-day satisfaction guarantee on all non-personalized items. Due to the personal nature of custom and memorial pieces, these items cannot be returned but are covered by our lifetime quality guarantee. If you're not completely satisfied, please contact us.

Yes! All Pawlet Hearts jewelry comes with a lifetime warranty against manufacturing defects. This includes free repairs for issues like loose stones, broken clasps, or tarnishing under normal wear conditions. Simply contact us and we'll make it right.

If your order arrives damaged, please contact us within 48 hours with photos of the damage. We'll immediately send a replacement at no additional cost. Your satisfaction and the integrity of your memorial piece is our top priority.

To keep your piece looking beautiful, avoid exposure to water, perfumes, and harsh chemicals. Store in the provided jewelry box when not wearing. Clean gently with a soft, dry cloth. For detailed care instructions specific to your piece, visit our Care Instructions page.

We recommend removing your jewelry before showering, swimming, or exercising. Water, chlorine, and sweat can affect the finish over time. This is especially important for pieces containing memorial materials.