FAQs

Quick Links: Shipping & Returns • Cremation • PawPals-Vets • PawPals-Pet Owners

Questions about Shipping and Returns

1. What methods of payment do you accept?
We accept Visa, MasterCard, American Express, PayPal and eTransfers

2. What countries do you ship to?
We currently ship to Canada.

3. How soon can I expect my order to be shipped out?
Once your order is placed you can expect it to be processed and shipped out in 1-2 business days.

4. How long will my order take to get to me?
You can expect your parcel to arrive in 3-15 business days.

5. What if I have not received my order after this time?
If you have not received your order after 15 business days please contact us.

6. What is your return policy?
Please read our full return policy here.

Questions about Pet Cremation

1. Where can I have my pet cremated?
Almost every Veterinarian clinic in the country can arrange cremation for your pet. Your veterinarian is both medical doctor and funeral director for your pet. Do not hesitate to ask probing questions to satisfy your curiosity and concerns.

Check the internet for pet cemeteries & crematories in your local area. If you want to deal directly with your crematorium you should be able to deal directly with them if you want extended services such as a celebration of life, viewing or site visitation understanding this may cost more.

If you are still having problems locating a cremation provider, look at the International Association of Pet Cemeteries and Crematoriums or Pet Loss Professionals Association. As a last resort you could contact a local funeral home or veterinary school in your area.

2. How do I transfer my pet's ashes?
Pet and Human cremated remains are generally returned from the crematory in a temporary container made of plastic or cardboard unless your purchase a special vessel. Inside that container the cremated remains should be contained in a plastic bag that has been fastened closed. The bagged ashes of your beloved pet can then be easily transferred directly into the urn "as is". We include a new clean bag for your use should you need to funnel or transfer the ashes into the urn through a narrow opening.

3. How many lines can I have on my engraved plate?
We have shared the details for personalized engraving under each of the individual products as they are all different.

4. What do people like to engrave on their product or plate of engraving?
Many of the plates we have done just have the Pet's name on it. Others have the Pet's name and their pet’s life journey dates. Still others have the Pet's name, then a 1-2 line saying, then the 'life' dates. Sample 'sayings' are listed below:

In Loving Memory
Forever In Our Hearts
Gone, But Not Forgotten
Always Remembered & Loved
Faithful Companion
Until We Meet Again

5. Must I mail you the cremains?
No—when you buy an urn off the internet you either have to install the ashes yourself, ask a family member or close friend to do it for you, or ask your veterinarian office to assist (they perform this task frequently and understand your predicament).

Another option is to have the urn shipped to your crematory or veterinarian for you to pick-up after the pet's ashes have been installed. Please do not send us your pet’s cremains.

6. What makes an urn an urn?
Urns are any container which you "the pet owner" feels best reflects the personality and dignity of your pet companion’s life here on earth. Ideally, it is a vessel that can permanently be closed once the ashes are placed in it. All of our urns are either screwed shut or have a threaded lid. The only urn we presently carry that has an easy to remove lid is our ceramic urn. Once the ashes are placed in the ceramic urn you can use crazy glue to secure the lid if you so choose to.

7. What is Communal/General Cremation?
Communal/General cremation is when multiple pets are simultaneously cremated and their ashes disposed of on private grounds or are taken to a local landfill.

8. What is an Individual Cremation?
When using the International Association Pet Cemeteries and Crematories definitions and terms an individual cremation is when 2, 3, or maybe 4 pets are cremated at the same time, but are physically separated by space or cremation bricks. The pet’s ashes are then removed from the crematory in reverse order to retain the integrity of the individual cremation. The cremains are then processed in a commercial blender to attain a fine ash consistency and eliminate visible bone fragments. Individual cremations reduce the cost associated with private cremations described below.

9. What is a private Cremation?
Private cremation is one pet in one cremation unit at one time as per the definitions and terms published by the International Association of Pet Cemeteries and Crematories.

10. How do I know what size of urn to buy?
Generally speaking, one pound of pet weight becomes about one cubic inch volume of ashes. We do the best we can to share with you on the product descriptions which size urn will hold which size animal.

11. What if I need an urn that is larger than 200 cubic inches?
If you are looking for a large urn over 200 cubic inches please email us with the pet’s weight or the weight of the ashes and we can give you suggestions.

12. What do people do with a keepsake urn?
A keepsake urn is smaller than a typical urn and is used for keeping just a small amount of cremated remains. Typically, a keepsake urn would hold a couple of teaspoons of cremated remains. The remaining ashes can be spread in an area that has meant a lot to you and your pet.

13. How long does it take to receive my memorial products.
We strive for less than 2 weeks including delivery but if there is engraving involved it can take 3-4 weeks. We would get in touch with you if the product was to take longer than the usual 2 week time line due to inventory or technical difficulty with customization.

14. Is the Facebook Pet Memorial Obituary Free?
Yes, the online pet memorial board is a free Facebook page designed for you to share your pet companion’s life journey. We have discovered that an online memorial is a wonderful way to help the grieving process, creates a lasting remembrance and your friends can make comments and show support at any time. You do not have to make a purchase to share your obituary.

PawPals: Veteranarian Questions

Here are just a few of the most frequently asked questions regarding Pawpals®. If you have a question that has not been answered, please contact us.

1. Is the impression material clay? If not, what is it?
No, it is not clay. It is a soft material that will not hurt the pet’s paw or claws, as it is easily compressed and captures a precise impression every time. Once the print is captured, the impression becomes permanent.

2. Is there prep time to getting the kit ready?
No! Simply take the kit out of the protective cover, open the large cover to expose the impression material and you are ready!

3. What if I make a mistake or the owner doesn’t like the paw print? Can I retake the impression or flip over the current impression pad?
The impression cannot be retaken, but included in every case of 24 kits are 6 replacement pads to cover the ‘oops’ factor. They are conveniently packaged separately for easy storage until needed.

In fact, hospitals have been requesting re-orders without the replacement pads because they learned very quickly how to take great impressions the first time and have too many unused replacement pads in storage.

4. How do I prep the client’s pet? With traditional clay, I have to wash the paw, clip nails, trim hair, shave older paws, and even pull hair out of the clay after the impression.
No prepping is necessary, just take the imprint. Hair will not stick in the impression material and nails do not need to be trimmed unless the client doesn’t want them prominent. Older cracked dirty paws make an imprint without having to use plastic wrap.

The kits are designed to be used with live pets as well, so the pet prepping step had to be eliminated.

5. How do I make the paw print impression in the mold?
For large paws, center over the impression material and press down firmly.

For smaller paws or claws, two or more imprints are recommended, as space allows.

7. What can I do for birds, exotics and pocket pets with a single kit?
You can make multiple impressions across the impression pad. For exotic pets, consider rolling the tail of a snake, or take impressions of the head under or sideways.

8. How long does it take the impression material to harden?
This unique material does not require any curing or hardening – once the impression is taken, it becomes permanent. Unlike traditional clay or even the newer materials that stay soft and pliable, this impression material will hold its shape as is, never changing. Clients can add their favorite charm or dog tag, but the impression material is ready as soon as the impression is taken. Your client will walk out of the facility with a tangible keepsake in hand every time.

9. Since it doesn’t harden, can you ruin the paw print later?
The transparent plastic covers over the paw print to protect the impression, with the protective cover clicking closed in place. If pulled, it can be reopened. This is by design, so a charm, name or dog tag could be added later. We recommend adding super glue to the corners prior to closing the outer cover to ensure it will never open if you are concerned about someone getting into the material surface.

10. What happens to my hands when making the impression, any residue left?
Nothing, there is no residue that will stick to hands or fingers.

11. Will it break or crack over time like clay?
No, it will hold the impression and not crack, break or deform over time.

12. Will the sun harm the impression?
The sun won’t harm the actual impression, but long exposure will discolor the impression material to some extent, as it does to any fabric or material that is directly exposed to sunlight. Photos placed on the lid will also get discolored by the sun.

13. Is there a shelf life?
No, it will never dry out or harden over time, nor does it need to be in a temperature controlled environment.

14. What protects the paw print?
The large cover clicks closed with a plastic cover to protect the impression material. The smaller cover has a notch to open and expose the imprint as well as showcase the photo frame.

15. Will the case or impression break if dropped, like clay paw prints do?
No, both the case and the impression can withstand falling off and dropping to the ground without breaking or causing damage to the paw print.

16. What size is the photo frame?
A photo sized to 3” x 3.75” will fit in the picture frame. The transparent plastic cover can be used as a guide to crop larger photos.

17. How large of a paw can you use?
Paws of pets up to 175 lb. can fit on top of the impression material. We recommend avoiding splaying the toes. Instead, pull them together and place onto the center of the kit and press down firmly.

18. Who uses Pawpals®?

Veterinary Hospitals, Clinics and 24 Hour Emergency Hospitals
Mobile Practices
Pet Hospice and Palliative Care Practices
Shelters and Pet Rescue Organizations
Pet Crematories/Cemeteries
Special Hospital Occasions: Hospital Grand Opening, Open House, Christmas Claws, etc.

19. Can the kit be used with live pets?
Yes, the kit was designed to be used for a multitude of purposes. Many hospitals use it as a welcome-to-the-practice token for puppies and kittens - their first paw print.

20. How do you decorate/add name/embellish the impression material?Position charm at the desired location and press softly into the material. Choose location carefully – this cannot be undone. The charm will stay in place once the outer cover is clicked closed. A dot of glue can be added to the back of the charm to lock it permanently into position.

Pet ID tags can be pressed into the material for special safekeeping.

Alphabet stamp sets can be purchased to add a name or other inscription; the recommended size is ¼”.

21. Can you take the impression material out of the kit and place it in a shadow box or frame of some sort?
Yes, the impression material is held in place in the kit. We recommend sliding a thin hard edge to gently lift it out of the kit (a credit card was used successfully in the past). Gently hold the material to place in a shadow box or another frame.

22. Can you place a clipping of hair in the kit?
Yes, place the clipping gently in the impression material and click the protective outer cover closed, which will keep it securely in position.

23. Will you be making any larger size kits in the future for larger pets, including horses?
We are currently exploring a new size that will be able to fit up to a hoof. Stay tuned!

24. What form of payment do you accept?
Visa, Master Card, Paypal and Etransfers

25. How do I place an order, and future re-orders?
You can place an order online here, call 250-218-5599 or contact us.

26. How can I see an example of how easy it is to make an impression?Click here to watch our video and see how easy it is to use Pawpals®.

27. How can I see examples or get ideas of how to do the imprint?
Visit our Pinterest to view options or to share your own unique impressions!

PawPals: Pet Owner Questions

2. Is there prep time to getting the kit ready?
No! Simply take the kit out of the protective cover, open the large cover to expose the impression material and you are ready!

3. How do I prep my pet?
No prepping is necessary, just take the imprint. Hair will not stick in the impression material and nails do not need to be trimmed unless you don't want them prominent. Older cracked dirty paws make an imprint without having to use plastic wrap.

The kits are designed to be used with live pets as well, so the pet prepping step had to be eliminated.

4. How do I make the paw print impression in the mold?
For large paws, center over the impression material and press down firmly.

For smaller paws or claws, two or more imprints are recommended, as space allows.

5. What can I do for birds, exotics and pocket pets with a single kit?

You can make multiple impressions across the impression pad. For exotic pets, consider rolling the tail of a snake, or take impressions of the head under or sideways.

6. How long does it take the impression material to harden?
This unique material does not require any curing or hardening – once the impression is taken, it becomes permanent. Unlike traditional clay or even the newer materials that stay soft and pliable, this impression material will hold its shape as is, never changing. You can add your favorite charm or dog tag, but the impression material is ready as soon as the impression is taken.

7.Since it doesn’t harden, can you ruin the paw print later?
The transparent plastic covers over the paw print to protect the impression, with the protective cover clicking closed in place. If pulled, it can be reopened. This is by design, so a charm, name or dog tag could be added later. We recommend adding super glue to the corners prior to closing the outer cover to ensure it will never open.

8. What happens to my hands when making the impression, any residue left?
Nothing, there is no residue that will stick to hands or fingers.

9. Will it break or crack over time like clay?
No, it will hold the impression and not crack, break or deform over time.

10. Will the sun harm the impression?
The sun won’t harm the actual impression, but long exposure will discolor the impression material to some extent, as it does to any fabric or material that is directly exposed to sunlight. Photos placed on the lid will also get discolored by the sun.

11. Is there a shelf life?
No, it will never dry out or harden over time, nor does it need to be in a temperature controlled environment.

12. What protects the paw print?

The large cover clicks closed with a plastic cover to protect the impression material. The smaller cover has a notch to open and expose the imprint as well as showcase the photo frame.

13. Will the case or impression break if dropped, like clay paw prints do?
No, both the case and the impression can withstand falling off and dropping to the ground without breaking or causing damage to the paw print.

14. What size is the photo frame?
A photo sized to 3” x 3.75” will fit in the picture frame. The transparent plastic cover can be used as a guide to crop larger photos.

15. How large of a paw can you use?
Paws of pets up to 175 lb. can fit on top of the impression material. We recommend avoiding splaying the toes. Instead, pull them together and place onto the center of the kit and press down firmly.

16. Who uses Pawpals®?

Pet lovers
Veterinary Hospitals, Clinics and 24 Hour Emergency Hospitals
Mobile Practices
Pet Hospice and Palliative Care Practices
Shelters and Pet Rescue Organizations
Pet Crematories/Cemeteries
Special Hospital Occasions: Hospital Grand Opening, Open House, Christmas Claws, etc.

17. Can the kit be used with live pets?
Yes, the kit was designed to be used for a multitude of purposes. Many hospitals use it as a welcome-to-the-practice token for puppies and kittens - their first paw print.

18. How do you decorate/add name/embellish the impression material?Position charm at the desired location and press softly into the material. Choose location carefully – this cannot be undone. The charm will stay in place once the outer cover is clicked closed. A dot of glue can be added to the back of the charm to lock it permanently into position.

Pet ID tags can be pressed into the material for special safekeeping.

Alphabet stamp sets can be purchased to add a name or other inscription; the recommended size is ¼”.

19. Can you take the impression material out of the kit and place it in a shadow box or frame of some sort?
Yes, the impression material is held in place in the kit. We recommend sliding a thin hard edge to gently lift it out of the kit (a credit card was used successfully in the past). Gently hold the material to place in a shadow box or another frame.

20. Can you place a clipping of hair in the kit?
Yes, place the clipping gently in the impression material and click the protective outer cover closed, which will keep it securely in position.

21. Will you be making any larger size kits in the future for larger pets, including horses?
We are currently exploring a new size that will be able to fit up to a hoof. Stay tuned!

22. How can I see an example of how easy it is to make an impression?Click here to watch our video and see how easy it is to use Pawpals®.

23. How can I see examples or get ideas of how to do the imprint?
Visit our Pinterest to view options or to share your own unique impressions!

Check out this demonstration of our PawPals Kit being used on a live dog!