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.

Two ways, yes — by default we trust our hand-drawing process and ship most orders within 48 hours, but you're never working blind.

Before you buy: get a free hand-drawn sketch of your pet at puptrace.com/free-sketch — no order, no card. See the artist's work, then decide.

When you order: check the "Free: see the drawing first" box above Add to Cart. Within 24 hours our artist emails you the hand-drawn sketch — the drawing your piece is made from. It's a peek at the craft, not a sign-off step: nothing's needed from you, and we keep making your piece so your order isn't held up.

Either way, every piece is backed by our 30-day guarantee: Love it or remake. If the finished piece doesn't capture them, we'll remake it.

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 bonded to the steel, not just dipped on.

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.

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.