Morylane FAQs
Find answers about pet gifts, personalization, delivery and returns.
These answers explain our ordering process and published policies. Review the details for your selected product before purchasing.
Gifts and personalization
No. A pet keepsake can celebrate everyday companionship, birthdays and adoption anniversaries, as well as remembrance. Read About Morylane for more about the brand.
No. It depends on the item. Some pieces do not require personal details. Check the individual listing for the available options and what you need to provide. See how personalization works.
No. You won't need to approve a design proof as a standard step. Our team checks your submitted details before production. If information is missing or a photo needs attention, we'll contact you through the order email. Check spelling, dates and selected options before you order.
Start with an original photo that clearly shows your pet and that you own or have permission to reproduce. Use the photo selection guide to compare images, then Photo Guidelines to check submission rules. Accepted formats, file limits and layout requirements depend on the item. Use the upload option for your selected product; contact us if you need help.
Ordering and delivery
No. You can check out as a guest; an account is not required.
Yes. We offer free shipping within the United States. See Shipping & Delivery. Order processing takes 3–5 days before shipment; free shipping does not mean immediate dispatch.
Delivery availability depends on your destination. Enter your address at checkout to see available services and charges. If no delivery option appears, contact us before ordering. Do not assume that import charges or taxes are included. See international shipping information.
Order processing takes 3–5 days before shipment. Shipping takes an estimated 7–15 days after dispatch. The estimated total time is 10–20 days, including processing and shipping. These are estimates, not a guaranteed arrival date. See Shipping & Delivery for delivery availability and charges.
Enter your order number and billing email in Track Order. Keep your confirmation email for those details. Carrier tracking is separate and will be provided with shipment information where available. Don't post your order details publicly.
Returns and order changes
For an eligible standard item, email [email protected] within 14 days of delivery to request a return. Include your order number and the item you want to return. Read Returns & Custom Orders for condition requirements and instructions. Mandatory consumer rights still apply.
We don't offer voluntary change-of-mind returns for items made with your chosen name, photo, text or other personal details. Made-to-order or print-on-demand production alone does not make an item personalized. Damaged, faulty or incorrectly supplied items are handled separately. See personalized-item return conditions.
You pay return postage for an ordinary change-of-mind return of an eligible standard item. That rule does not override our obligations for damaged, faulty or incorrectly supplied goods. Contact us for instructions and the correct return address before sending anything back. See return shipping information.
Email [email protected] as soon as possible before shipment. Whether we can change or cancel the order depends on its preparation or production status. Sending a request does not confirm cancellation. After shipment, we cannot cancel through the ordinary process; eligible returns and applicable statutory rights remain separate. See cancellation and changes.
Email [email protected] with your order number and a description of the problem. Photos of the item and packaging can help us review it. We offer a remake or refund as appropriate, without limiting mandatory remedies. See damaged or incorrect items.
It follows our standard and personalized-item return conditions. It is not an unconditional change-of-mind refund promise for personalized items. If something is wrong, contact us so we can review it and help resolve the concern. Read the Satisfaction Guarantee terms.
Help and contact
Email [email protected]. For an order question, include your order number and explain what you need help with. Don't send payment card details, passwords or unrelated sensitive information. You can also find the email entry point on our Contact page. For help choosing a piece, try Buying Guides.
Still have a question?