FAQ

How does the design proof work?

You order a $29.90 design proof and share your pet's photo, their name, and a few details. Within 3–5 business days, we email you a preview of your piece — the restored photo, your chosen layout, and the words. One thoughtful revision is included. Nothing is made until you approve it, and the $29.90 applies to your finished piece.

What kind of photo works best?

A clear, front-facing photo with good light works best — but don't worry if all you have is a casual phone photo. Cleaning up cluttered backgrounds, uneven lighting, and soft focus is exactly what the proof step is for. If we genuinely can't honor your pet from the photos provided, we refund the proof fee.

Do you change how my pet looks?

No. We restore — we don't reinvent. The goal is a photo that looks like them on their best day: their true expression, their real markings, nothing invented.

What's the difference between the Frame and the Shadowbox?

The Memorial Frame ($149) holds their restored photo, name, and a few honest words behind glass in a walnut frame. The Collar Memorial Shadowbox ($229) is a deeper frame with a recessed place for their actual collar, alongside the restored photo and an engraved nameplate.

How long until I receive the finished piece?

After you approve your proof: 7–10 business days to craft, then 3–7 business days in transit within the US, with tracking. Full details on our Shipping & Timing page.

Can I send this as a gift?

Yes — and we'll handle it gently. We include a quiet note in your words, never prices or promotions, and ship straight to them. Choose "A gift for someone" when you order your proof.

What if it arrives damaged?

Email us within 7 days of delivery with a photo and we'll replace it at no cost. Details in our Refund Policy.

Is my pet's photo kept private?

Yes. Your photos are used only to create your piece — never for marketing without your explicit permission, and never sold. More in our Privacy Policy.

I still have a question.

Write to us at hello@pawhearth.com. A real person replies within one business day.