Help center

Email hello@puptrace.com — we reply within 12 hours, every day of the week (yes, weekends and evenings too).

For order-specific questions, include your order number so we can help faster. We don't operate phone or live chat right now; email gets you a faster, more thoughtful response from someone who actually works on the pieces.

By default, no — we trust our hand-drawing process and ship most orders within 48 hours. The fastest way to get your piece is to skip preview.

But if you'd like to see and approve the design first, check the "Send me a free design preview before engraving" box above the Add to Cart button. Here's how that works:

• Within 24 hours, we email you the hand-drawn sketch and the engraving design.
• You can approve, request changes, or skip. Unlimited revisions, no extra charge.
• Engraving only starts when you say go.
• Approve within 48 hours (we'll send 1 reminder at 24 hours). If we don't hear back, we'll proceed with the latest version so your order doesn't delay.

Opting in adds 24-48 hours to ship time but gives you full control. It's free either way.

Any clear photo where your pet's face is centered and visible. Soft natural light works best — window light beats flash.

Avoid:

• Photos taken from far away
• Blurry or low-resolution photos
• Photos where your pet's face is partly hidden by hands, toys, or another pet
• Heavily filtered photos (Instagram filters, AI portraits)

For all-black or all-white pets: send the clearest, brightest photo you have, and we'll work extra carefully on contrast.

If your photo isn't ideal for engraving, we'll email you before we start drawing — we never make do with a bad reference.

Yes — every order ships in a velvet keepsake box with a hand-tied ribbon, ready to give.

At checkout, you can request:

• Discreet packaging: no prices or invoices visible inside the package
• Handwritten note: free, up to 200 characters, written by hand on a quality card
• Third-party shipping: ship directly to the recipient's address

Whether for a memorial, anniversary, or just because — your gift arrives looking like a gift.

Our base metal is 316L surgical-grade stainless steel, the same alloy used in surgical implants. Plating layers (18k gold or rhodium, depending on the piece) are vacuum-deposited, not water-plated.

Engraving is laser-cut into the metal itself — no ink, no fill, nothing to chip or wash off. The design is physically part of the piece.

With reasonable care (take it off for showers, swimming, sweat-heavy workouts, and sleeping), your piece is built to last years without visible tarnishing or fading.

If you do notice tarnishing or fading within 6 months of normal wear, email hello@puptrace.com with photos — we'll review and either replate or replace at our cost. We stand behind the build.

Our base metal is 316L surgical-grade stainless steel — the same alloy used in surgical implants, rated for sensitive skin. It's nickel-bound (not nickel-free, but nickel-locked into the alloy structure so it doesn't leach onto skin under normal wear).

Plating layers (18k gold or rhodium, where applicable) sit on top of this base. Most people with metal sensitivities wear our pieces without issues.

That said, allergies are individual. If you wear your piece and develop a reaction within 30 days, email hello@puptrace.com with (1) photos showing the skin reaction, (2) when and where you wore it, and (3) any prior history of metal allergies. We don't require a doctor's note — your description is enough. We'll review and typically issue a full refund (you keep the piece, no need to ship back). We may ask follow-up questions for unusual cases.

We'd rather you not have an unwearable piece than argue about whose fault it is.

For keepsake pendants and urn rings designed to hold a small amount of ashes or fur: your piece arrives ready, with the chamber accessible.

Included in your gift box:

• Step-by-step instruction card
• Small funnel kit for ashes
• Sealing tool

The chamber holds approximately 1/4 teaspoon of ashes or a small lock of fur.

If you're worried about handling this on your own, email hello@puptrace.com before you place your order — we'll talk you through it.