Refund policy

Return and Refund Policy

We want every memorial piece to arrive clearly, carefully, and as described. If something is wrong with your order, please contact us first so we can help.

Returns

We accept returns on unused, non-personalized ready-made items within 30 days of delivery.

To start a return, email support@petmemorial.me with your order number before sending anything back. Once your return is approved, we will provide return instructions.

Approved returns may be sent to our U.S. return and fulfillment warehouse:

30-66 Whitestone Expressway, 1st Floor
Flushing, NY 11354
United States

Returned items must be unused, unworn, unfilled, unaltered, and in their original protective packaging.

Custom and Self-Fill Items

Custom-engraved, personalized, self-filled, worn, altered, or used memorial pieces are final sale and cannot be returned, unless they arrive damaged, defective, or incorrect.

This includes items with custom engraving, selected personalization, or any piece that has been filled with ashes, fur, a note, or another keepsake.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please email support@petmemorial.me within 7 days of delivery with your order number and clear photos of the item and packaging.

If the issue is confirmed, we will help with a replacement, refund, or another appropriate solution.

Refunds

After we receive and inspect an approved return, refunds are processed within 5 business days. Your bank, card issuer, or PayPal may take additional time to show the refund in your account.

Original shipping charges, upgraded shipping fees, and international shipping fees are non-refundable unless the return is caused by our mistake.

Return Shipping

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.

Please do not send ashes, fur, collars, tags, photos, or personal keepsakes to us. Lanternward products are designed so customers can keep those items at home.