Shipping & Returns

Pre-order production time

Every CloudHaven Memorial is cast, hand-painted and engraved to order. Please allow 4–5 weeks from the day you order to delivery. We send email updates when your piece enters production, when engraving is confirmed, and when it ships.

Shipping

United States: free tracked & insured shipping, included in the price.
Other countries: we ship worldwide — contact us for a shipping quote before ordering.
Every parcel is packed in protective foam designed specifically for this piece.
You will receive a tracking number by email as soon as your order ships.

Damaged in transit

If your CloudHaven arrives damaged in any way, email us a photo within 48 hours of delivery and we will send a free replacement. You do not need to return the damaged piece.

Cancellations & refunds

You may cancel for a full refund at any time before engraving begins. We will notify you by email before we start engraving, so you always know where your order stands.
Because each piece is engraved with your pet's name, we cannot accept returns of completed personalized items — but if we made an error (wrong name, wrong color, defect), we will remake or refund it, your choice.
Refunds are issued to your original payment method via PayPal, normally within 3–5 business days.

Payments

All payments on this site are processed securely through PayPal. We never see or store your card details. PayPal Buyer Protection applies to every order.

Contact

Questions about an order? Email support@cloudhavenpet.com — a real person answers, usually within one day.

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