Last updated: November 3, 2026

What is Pawcelain?

Pawcelain creates handmade ceramic keepsakes, memorial urns, and meaningful pieces for pet lovers. Custom portraits are hand-painted from the photographs supplied with each order.

Where are Pawcelain pieces made?

Our ceramic pieces are handcrafted and kiln-fired in Jingdezhen. Everpet Memories Limited is registered at Room A5, 7/F, Astoria Building, No. 34 Ashley Road, Tsim Sha Tsui, Hong Kong.

How long does a custom order take?

Custom production takes approximately 15-20 business days and includes the artwork preview stage. Carrier transit begins after dispatch and is estimated at 8-15 business days.

How does preview approval work?

We send a preview before final firing. Please reply within 72 hours. If no reply is received within 72 hours, the preview is treated as approved and production continues. One complimentary revision is included.

What if I am still dissatisfied after the revision?

If you remain dissatisfied after the included revision, we will issue a 50% refund. After approval or deemed approval and final firing, portrait changes are no longer possible.

Can I cancel or return a custom product?

A custom order may be cancelled for a full refund only before production begins. Once production begins, it cannot be cancelled, returned, or fully refunded for a change of mind. Confirmed damage or quality issues are handled under the Refund Policy.

Can I return a ready-made product?

Yes. Ready-made, non-personalized products may be returned within 30 days of delivery if unused, in original condition, and in the original packaging. The customer pays return shipping, and any original $9.90 shipping charge is non-refundable.

How much is shipping?

Shipping is free for every United States order. For other countries, shipping is free at $80 USD or more and costs $9.90 below $80 USD.

Are duties and import taxes included?

Yes. International orders are shipped DDP, so applicable import duties and taxes are included.

What should I do if an item arrives damaged?

Email support@pawcelain.com within 48 hours of delivery. Include the order number and clear photographs of the item, inner packaging, and outer package, and keep all packaging while the case is reviewed.