Frequently Asked Questions

How does the ordering process work?

Simply upload your photo, choose your preferred product and size, and place your order. Our team will prepare your image, create your personalized memorial keepsake, perform a quality inspection, and ship it directly to you.

What kind of photos work best?

For the best results, we recommend:

  • Clear, high-resolution photos

  • Good lighting

  • Subjects that are in focus

  • Photos where the pet or loved one is clearly visible

If a submitted photo is unsuitable for engraving, we may contact you for an alternative image.

How long does production take?

Most orders are produced within 2–5 business days.

This includes image preparation, engraving, quality inspection, and packaging.

Production times may be slightly longer during holidays or periods of high demand.

How long does shipping take?

Canada

Typically 3–7 business days.

United States

Typically 4–10 business days.

Delivery times are estimates and may vary depending on carrier conditions.

Do you provide tracking information?

Yes. All orders include tracking.

You will receive a shipping confirmation email with tracking details once your order has shipped.

Where are your products made?

All orders are engraved, inspected, and shipped from Saskatoon, Saskatchewan, Canada.

Can I make changes to my order?

Orders may be modified or cancelled within 12 hours of purchase.

Once production has begun, we are unable to make changes because your item is custom-made specifically for you.

Can I preview my design before it is made?

Our team prepares each image for engraving to achieve the best possible result. If there are concerns about image quality or suitability, we may contact you before production begins.

What if my photo is old or low quality?

Many treasured photos are older images. We can often improve brightness, contrast, and clarity before engraving.

However, the final engraving quality depends on the quality of the original image provided.

Are your products engraved or printed?

Our photo crystals are created using advanced laser engraving technology that permanently engraves the image inside the crystal.

The image is not printed on the surface and will not fade, peel, or rub off.

What is included with a photo crystal?

Most photo crystal products include:

  • Personalized laser-engraved crystal

  • Protective packaging

Products that include an LED light base will clearly state this in the product description.

What if my order arrives damaged?

If your order arrives damaged or defective, please contact us within 7 days of delivery.

Send us:

  • Your order number

  • Photos of the damage

  • A brief description of the issue

We will review the situation and arrange an appropriate resolution.

Can I return a personalized item?

Because our products are custom-made, personalized items cannot be returned simply because a customer changes their mind.

If an item arrives damaged, defective, or incorrect due to our error, we will work with you to make it right.

Please see our Returns & Exchanges Policy for complete details.

Do you ship internationally?

Currently, we ship to Canada and the United States.

If you are located elsewhere, please contact us before placing an order.

How can I contact you?

PawPrint Memorial Co.

350 Fast Court
Saskatoon, Saskatchewan S7W 0W8
Canada

Email: support@pawprint.memorial

Phone: (306) 370-4173

We are always happy to help and typically respond within one business day.