FAQ
Where do you ship from?
All orders are shipped from China. Please note that international shipping times may vary due to customs clearance and carrier arrangements.
Do you offer free shipping?
Yes! All orders over $39 qualify for free shipping.
- USA & UK: Free shipping on orders over $39 (otherwise $4.99)
- Canada & Australia: Free shipping on orders over $39 (otherwise $6.99)
How long does delivery take?
All orders are processed within 1–3 business days (Monday–Friday, excluding holidays). Estimated shipping times after processing:
- USA: 7–15 business days
- Canada, UK & Australia: 10–20 business days
Shipping times are estimates and may vary due to carrier delays, customs, or weather conditions.
Do you ship internationally?
We currently ship to the USA, Canada, UK, and Australia only.
Will I receive a tracking number?
Yes! Once your order leaves our fulfillment center, you will receive a shipping confirmation email with your tracking number.
Returns & Refunds
What is your return policy?
We accept returns within 30 days of delivery. All returns require prior approval (RMA). Please email support@pawhalogifts.com with your order number, a description of the issue, and photos if applicable. Unauthorized returns will not be accepted.
Who pays for return shipping?
- Product issues (defective, damaged, wrong item): We provide a prepaid return label.
- All other reasons (change of mind, wrong order placed): The customer is responsible for return shipping costs. Original shipping fees are non-refundable.
When will I receive my refund?
Refunds will be processed within 10 business days of receiving and inspecting your return, back to your original payment method.
Can I return a personalized/engraved item?
Personalized items are non-returnable except in cases of verified product issues (defective, damaged, or wrong item sent).
Orders & Payment
What payment methods do you accept?
We currently accept payments exclusively through PayPal. You can securely log in to your PayPal account to complete your transaction.
Can I change or cancel my order?
Please contact us as soon as possible at support@pawhalogifts.com. Once an order has been processed or shipped, we may not be able to make changes.
My item arrived damaged. What should I do?
Please email support@pawhalogifts.com within 3 business days of receiving your order, with photos of the packaging and the item. We will make it right.
Products
Are your memorial products suitable for both cats and dogs?
Yes! Most of our memorial jewelry, urns, and keepsakes are suitable for both cats and dogs.
How do I fill an urn or keepsake?
Each urn or keepsake comes with filling tools and instructions. If you need assistance, please contact support@pawhalogifts.com.
How much ash can a mini urn hold?
Our mini urns are designed to hold a small portion of ashes, fur, or dried flowers as a keepsake. The screw-top design ensures a secure seal for everyday use.
Is it gift-ready? Will there be a price tag in the package?
Yes! All items are individually packaged and ready to gift. The customs declaration may show the item value, but we do not include a printed invoice with pricing inside the package.