Our Promise on Remakes & Issue Resolution
If your memorial arrives damaged or with a production flaw, we’ll remake it immediately at no cost to you. Here’s how we handle things fairly:
What We Cover
- Items damaged during transit (please save all packaging)
- Printing or material defects (misaligned text, scratches, color issues)
- Errors we made in processing your approved design
How to Report an Issue
- Email hello@heldinheartpets.com within 14 days of delivery
- Include your order number and clear photos of the issue
- For transit damage: photograph the item and its packaging
What We Can’t Remake
- Personalized items where the approved proof matches the final product
- Changes requested after approval (we’ll always send a digital proof first)
- Normal wear over time or accidental damage after delivery
Why proofs matter: Your approval locks the design for production. We carefully review each proof with you to prevent errors—once approved, reprints will match that exact version.
We’ll never charge you for our mistakes. If something isn’t right, we’ll make it right.
Ready when you are. Begin with one favorite photo — we’ll guide the rest and send a proof before anything is produced. Create their memorial →