FAQs
How long does it take to receive my urn?
4-6 weeks from the day you place your order. This includes 15 days for hand-painting and drying, 3-5 days for kiln-firing, and 2-3 weeks for international shipping. We understand this feels long during a difficult time, but rushing the process would compromise the quality of your memorial.
What if the portrait doesn't look like my pet?
Before your urn is fired, we'll send you a photo for approval. If you'd like adjustments, we offer one free revision. This is your opportunity to request changes to color, markings, or expression. Once you approve and the urn is kiln-fired, the portrait becomes permanent.
Keep in mind: our artisans create interpretive portraits, not photo-exact replicas. Think of it as commissioning a painting—the goal is to capture your pet's spirit, not to reproduce a photograph.
What if my photos aren't good enough?
We'll review your photos within 24 hours of your order. If they don't meet our standards (low resolution, poor lighting, unclear markings), we'll contact you to request better images before our artisans begin work. We'd rather delay by a few days than create a portrait you're unhappy with.
Are these urns fragile?
These are high-fired ceramic pieces—similar in durability to fine dinnerware. They won't shatter from a light bump, but they can break if dropped on a hard surface. We ship every urn in crash-resistant packaging with full insurance. If your urn arrives damaged, we'll replace it at no cost.
For display, we recommend placing your urn on a stable surface away from high-traffic areas.
Can I return my urn if I don't like it?
No. Because each urn is custom-painted to order, we cannot accept returns or offer refunds except in cases of transit damage (which is fully insured).
This is why we include a pre-firing approval step—you'll see exactly what your urn looks like before it's finalized. If you're unhappy with the portrait at that stage, we'll revise it once at no charge.
What are the urns made of?
High-temperature ceramic, kiln-fired at 1250°C (2282°F). The interior is moisture-sealed to protect your pet's ashes. The hand-painted exterior is permanent—colors will not fade, peel, or chip under normal conditions.
How much ash can each size hold?
We use the standard cremation formula: 1 pound of body weight = 1 cubic inch of ash.
- Cat Small (31 cu in): Up to 33 lbs
- Cat Medium (40 cu in): Up to 55 lbs
- Dog Small (37 cu in): Up to 55 lbs
- Dog Medium (49 cu in): Up to 77 lbs
- Dog Large (67 cu in): Up to 110 lbs
If your pet was at the high end of a weight range, we recommend sizing up.
Can I add custom text?
Yes. You can include your pet's name, dates, or a short message (up to 20 characters). Longer inscriptions may require an additional fee.
Do you ship internationally?
Yes. We ship worldwide with full insurance. Shipping times vary by location but typically take 2-3 weeks.
What if I need my urn faster?
Unfortunately, we cannot expedite the artisan creation process—each urn requires 15+ days for hand-painting and drying. However, if you're on a tight timeline, please contact us. We may be able to prioritize your order or suggest alternatives.
Why does this cost more than other pet urns?
Because this isn't a laser-etched box or a 3D-printed vessel. Every Soul & Slate urn is individually hand-painted by master ceramic artisans—the same process used to create fine art pottery. You're not paying for mass production. You're paying for 15 days of skilled labor, high-temperature kiln-firing, and a one-of-a-kind memorial that will last generations.