Frequently Asked Questions

Selected products feature engraving and image customization. See product descriptions or contact us for details.

Custom engraving requires 3-5 business days. We confirm requirements within 24 hours, then begin design optimization and engraving.

 Non-custom orders ship in 1-2 business days. Custom orders begin production within 24 hours and ship in 3-5 business days. Contact support@soulwhisker.com for assistance.

As soon as your order is shipped, we will send you an email with shipping information and tracking information. You can track your shipment using the link in that shipment confirmation email. It typically takes 5-8 business days (Monday through Friday, weekends and holidays do not count as business days) after your order has shipped.

Delivery provided by: FedEx, DHL, UPS, or USPS
These are estimated times, and the actual delivery time may be affected by various unforeseen factors.

 The tracking information may not updated until the package arrives at your local distribution center.
Since many packages reach one place (e.g. a transit country or region, an exchange office) simultaneously, it takes time to line up for the customs to check and release the packages batch by batch according to respective arrival dates.

General formula: Pet's weight(kg)×3.6%=ashes weight. For a 10lb pet, choose an urn with 10+ cubic inches capacity after unit conversion.

We offer three materials: metal, ceramic, and solid wood urns. All products undergo rigorous testing and are waterproof.

Wood: Triple food-grade epoxy coating, 72hr/95% RH test

Metal: 304 stainless steel, IP67 waterproof rating

Ceramic: High-temperature glazing, UV-resistant

Choose 7+ cu.in capacity urns. Use individual separation bags for different pets.

We understand this is a difficult time... Most families choose 2+ memorial methods. We offer keepsakes like custom keychains, memorial necklaces, photo frames, and remembrance stones.

We recognize the importance of this service, but it's currently unavailable. We're actively developing this feature to allow photo uploads for artist-created portraits.