Frequently Asked Questions

1. What does HeartwoodPaws create?

HeartwoodPaws creates wooden pet urns, memorial frames, and personalized keepsakes designed to honor the life and memory of a beloved companion.

2. What types of wood do you use?

Materials vary by collection and are clearly listed on each product page. We select wood for its natural beauty, durability, and suitability for engraving.

3. Will every wooden product look exactly the same?

No. Natural variations in grain, knots, and color make every wooden memorial unique. These differences are part of the material’s character, not defects.

4. How do I choose the right urn size?

Please check the internal capacity shown on the product page and confirm the required size with your pet crematorium. As a general guide, one cubic inch of capacity is often recommended for each pound of your pet’s healthy body weight.

5. Can I personalize my memorial?

Personalization options may include your pet’s name, dates, a short message, photograph, or paw-print design. Available options depend on the product selected.

6. What kind of photo should I provide?

For the best result, choose a clear, well-lit image showing your pet’s face and features. Avoid blurry images, heavy filters, screenshots, or photographs with important details covered.

7. Will I see the design before it is made?

For custom products requiring artwork or layout adjustments, we will provide a digital preview when applicable. Production begins after the design details are confirmed.

8. How long does production take?

Production times vary depending on the product and level of personalization. The estimated timeframe will be shown on the product page or confirmed before production begins.

9. Do you ship internationally?

Available destinations, shipping costs, and estimated delivery times are displayed during checkout. Customs duties or import taxes may be charged separately by the destination country.

10. What if my order arrives damaged or incorrect?

Please contact us promptly with your order number and clear photographs of the item and packaging. If the product is damaged, defective, or different from the confirmed design, we will review the case and provide an appropriate solution.

11. Is it free to create an online memorial?

Yes. Everyone can create an online memorial for their pet free of charge and preserve photographs, stories, and messages in one meaningful place.

12. Who can see my pet’s memorial page?

Memorial pages are Unlisted by default. They will not appear in the public memorial gallery, but anyone with the personal link may view them. Please only share the link with people you trust.