Policies

ENSURING A CORRECT ORDER:
1) Select color for back and sides of frame from the drop-down menu (espresso or white).
2) Select color and collar pairing for front of frame from the drop-down menu. The coordinating chart is
in the listing images.
3) Add item to cart.
4) In “Notes to Seller” section when checking out, please specify:
a. Pet’s name. Up to 12 characters (letters/spaces)
b. Memorial years. Up to 9 characters
c. Dog charm or Cat charm
5) Please double-check your spelling, color choices, and shipping address before completing your order
to avoid errors.

PRODUCTION & SHIPPING:
Please allow 7-10 days for your personal frame to be created. This provides enough time to give each
order the attention it deserves. All orders are shipped STANDARD (2-5 days) via USPS.
**RUSH ORDERS**
You may choose EXPRESS shipping when checking out for an additional fee of ______. If EXPRESS
shipping is selected, your order will be moved to the front of the line and be ready for shipment in 3
days. EXPRESS shipping is a 1-2 day service.

PRODUCT GUARANTEE:
We are perfectionists in the creation of our products and stand behind all of the products we sell. Your
satisfaction is top priority! If you are not pleased with the quality of your purchase, please contact us
within 3 days of receiving your order through Etsy Conversations and we will work with you to resolve.

RETURNS & EXCHANGES:
It is my hope that we have done a good job representing each item on Etsy via photos and descriptions,
so you will know what you are buying, and you are happy with your purchase. Every order is custom
made and begins to be processed upon purchase. Therefore, we do not accept returns, refunds, or
cancellations. Buyers are responsible to read each listing in full before purchasing any item.

DAMAGED ORDER:
If damaged in shipping, buyer has 3 days from the date of delivery to contact us. Please send a photo of
shipping damage, and we will replace the damaged order at no cost to buyer.

INCORRECT NAME/SPELLING/DATES:
Although rare, mistakes can happen on personalized items. If you happen to receive a frame with a
different spelling or date than what was written in the original buyer’s order note, please email us
immediately with a photo showing the error. We will replace the item free of charge and send it as soon
as possible.