FAQ
Frequently Asked Questions
Orders and Personalization
What types of products does ELEMORO offer?
ELEMORO specializes in personalized pet memorial gifts and handcrafted keepsakes designed to honor the bond shared with beloved companion animals.
Our current collection includes pet memorial photo frames, custom pet figurines, hand-carved leather portraits, hand-painted glass portraits, and personalized pet memorial necklaces.
We may also introduce selected pet accessories, toys, apparel, and other non-food pet products in the future.
Are all ELEMORO products personalized?
No. Some products are personalized using photographs submitted by the customer, while others are ready-made memorial products.
For example, our custom figurines, leather portraits, glass portraits, and memorial necklaces are created from reference photographs. Our pet memorial photo frame arrives without a printed photo so that the customer can add their own chosen photograph after delivery.
Please check the individual product page to see whether personalization is included.
How do I submit my pet’s photographs?
For products that require photographs, use the photo-upload field on the product page or follow the instructions shown during ordering.
Please make sure all files have finished uploading before completing checkout. If we need additional photographs or information, we will contact you using the email address provided with your order.
What kind of photographs should I provide?
For the best result, please provide:
- Clear, high-resolution photographs
- Natural or evenly lit images
- A clear view of your pet’s face, eyes, ears, and markings
- Front-facing or three-quarter-view photos
- Side and rear views for custom figurines when possible
- Additional close-ups of distinctive features
Avoid dark images, screenshots, heavily filtered photos, motion blur, or photographs where important features are covered.
Can you create products for both dogs and cats?
Yes. Most personalized ELEMORO products can be created for both dogs and cats.
Custom figurines may also be available for rabbits and other companion animals when clear reference photographs are provided. Please contact us before ordering if your pet is not a dog or cat.
Can you include more than one pet?
Some products may support multiple pets, but additional pets usually require more work and may affect the final price, size, and production time.
Please contact ELEMORO before placing your order if you would like more than one pet included in a figurine, portrait, or other personalized product.
Can I request a special pose, accessory, or design?
Special poses, clothing, accessories, scenery, multiple pets, and advanced detail requests may be possible for selected products.
These requests require confirmation and a separate quotation before ordering. Please do not purchase a standard option and assume that complex customization is included.
Will the finished product look exactly like my pet?
Every personalized piece is created to reflect the recognizable features, colors, markings, and expression shown in the submitted photographs.
However, handcrafted products are artistic interpretations rather than exact photographic reproductions. Small differences in color, texture, proportions, pose, and fine details are a natural part of the handmade process. A 100% identical reproduction cannot be guaranteed.
Pet Fur, Ashes, and Sensitive Materials
Do I need to send pet fur or ashes to ELEMORO?
No. The personalized products currently offered by ELEMORO are created from photographs and order information.
Please do not mail pet fur, ashes, bodily remains, or other biological materials to ELEMORO.
How does the optional fur keepsake compartment work?
Selected pet memorial photo frames include an optional empty keepsake compartment.
The frame is delivered without any fur inside. After receiving the product, the customer may place a small amount of clean, completely dry pet fur into the compartment themselves.
Pet fur does not need to be mailed internationally or sent to ELEMORO.
Does the pet memorial photo frame include a printed photograph?
No. The frame arrives without a printed pet photograph.
After receiving it, you can print and place your own preferred photograph inside the frame. Photo printing and photo customization are not included with this product.
Production and Shipping
How long does production take?
Processing time depends on the product.
Personalized and handcrafted products usually require approximately seven business days after all photographs, personalization details, and order information have been confirmed.
Complex poses, multiple pets, special accessories, or advanced customization may require additional time. The individual product page will provide the most relevant estimate.
When does production begin?
Production begins after:
- Payment has been successfully completed
- All required photographs have been received
- Personalization information is complete
- Any special quotation or design request has been confirmed
Incomplete photographs or missing customization details may delay production.
How long does international shipping take?
After dispatch, estimated international delivery usually takes approximately 8–15 business days.
Delivery times may vary due to destination, customs processing, local carrier operations, weather, public holidays, or other circumstances outside ELEMORO’s direct control.
Does the production time include shipping?
No.
Production time is the period required to prepare or create the product. Shipping time begins after the completed order has been dispatched.
For example, a personalized product may require approximately seven business days for production, followed by approximately 8–15 business days for international delivery.
Will I receive tracking information?
When tracking is available, shipping confirmation and tracking information will be sent to the email address used during checkout.
Tracking updates may take time to appear after the parcel has been handed to the carrier.
Do you ship internationally?
ELEMORO is designed to serve customers in international markets, including the United States and selected European countries.
Availability, delivery estimates, and shipping fees depend on the destination shown at checkout.
Will I need to pay customs duties or import taxes?
Customs duties, import taxes, or local handling fees may be charged by the destination country.
Unless otherwise stated at checkout, these charges are not included in the product price and are the responsibility of the recipient.
Changes, Cancellations, and Returns
Can I change or cancel my order?
Contact ELEMORO as soon as possible after placing your order.
Personalized orders may only be changed or cancelled before production begins. Once production has started, changes and cancellations are normally no longer possible.
Changing the shipping address may also be impossible after an order has been dispatched.
Can personalized products be returned?
Because personalized products are created specifically from the customer’s photographs and instructions, they normally cannot be returned or exchanged because of:
- A change of mind
- Selecting the wrong size or option
- Submitting an unsuitable photograph
- Incorrect spelling or personalization information supplied by the customer
- Normal handmade variations
- Expecting an exact photographic reproduction
This does not affect assistance available when an item arrives damaged, defective, or materially different from the confirmed order details.
What if my order arrives damaged or incorrect?
Contact ELEMORO promptly and provide:
- Your order number
- Clear photographs of the damaged or incorrect item
- Photographs of the outer packaging
- A description of the problem
Do not discard the product or packaging before receiving instructions. After reviewing the evidence, we will determine the appropriate resolution according to the circumstances and applicable policy.
What if the parcel is delayed or appears lost?
First check the tracking information and contact the local carrier when appropriate.
If tracking has not updated for an unusually long period, contact ELEMORO with your order number. We will review the available shipping information and help investigate the parcel.
A delayed tracking update does not always mean that the parcel is lost.
Can non-personalized products be returned?
Return eligibility for non-personalized products depends on the condition of the item and the return policy shown on the website.
Products must normally remain unused, undamaged, and in their original condition. Customers should contact ELEMORO before sending anything back. Unauthorized returns may not be accepted.
Product-Specific Questions
What is included with the custom pet figurine?
A standard custom pet figurine order includes one pet in a standard seated or standing pose, based on the reference photographs supplied by the customer.
Multiple pets, complex poses, clothing, accessories, scenery, custom bases, and advanced refinement require confirmation and a separate quotation.
What material is used for the custom pet figurine?
The custom pet figurine is made from resin and finished with hand-painted details.
Because it is a decorative handcrafted object, small parts such as ears, tails, and accessories should be handled carefully.
How can the leather pet portrait be used?
The custom leather pet portrait includes hanging hardware and may be used as a keychain, bag charm, hanging keepsake, or small decorative display.
Avoid water, pulling, bending, scratching, and prolonged exposure to direct sunlight or high heat.
Is the glass pet portrait printed or painted?
The pet portrait is created on glass from the reference photograph provided by the customer.
It is a handcrafted artistic interpretation, not a printed photograph or an exact photographic reproduction. Small variations are part of the individual handmade result.
Is the memorial necklace designed for a pet to wear?
No. The custom pet memorial necklace is designed for a pet owner or gift recipient to wear.
It is not intended to be attached to a pet’s collar.
Does the memorial necklace contain fur or ashes?
No. The necklace is created from the submitted photograph and personalization information.
No pet fur, ashes, or biological materials are required.
Product Care
How should I care for a pet memorial photo frame?
Wipe the frame gently with a soft, dry cloth.
Keep it away from moisture, direct sunlight, high heat, and abrasive cleaning products. Handle the decorative light and frame carefully.
How should I care for a custom figurine?
Dust gently with a soft, dry cloth.
Keep the figurine away from water, direct sunlight, high heat, and abrasive cleaners. Handle small details, ears, tails, bases, and accessories carefully.
How should I care for a leather portrait?
Keep the leather portrait dry and avoid bending, scratching, pulling, or exposing it to perfume, oils, cleaning products, and prolonged sunlight.
Wipe gently with a soft, dry cloth when necessary.
How should I care for a glass portrait?
Handle the frame and glass surface carefully.
Use a soft, dry cloth and avoid abrasive cleaners, moisture, direct sunlight, and high heat.
How should I care for a memorial necklace?
Keep the necklace away from water, perfume, lotions, household chemicals, and prolonged humidity.
Remove it before bathing, swimming, exercising, or sleeping. Wipe it gently with a soft, dry cloth after wearing and store it separately when not in use.
Gifts and Pet Remembrance
Can I send an ELEMORO product directly as a gift?
Yes. Many ELEMORO products can be sent as memorial or sympathy gifts.
Before ordering a personalized item, make sure you have suitable reference photographs and understand the recipient’s preferences. A non-personalized memorial frame may be easier to give as a surprise because the recipient can add their own chosen photograph later.
When is the right time to give a pet memorial gift?
There is no single correct time.
Some people appreciate receiving a memorial gift shortly after the loss, while others may find it especially meaningful several weeks or months later. Consider the recipient’s personality, their stage of grief, and whether they are ready to receive a visible reminder.
Is it appropriate to mention the pet by name?
Yes. Mentioning the pet by name often shows that you recognize them as an individual and understand how meaningful the relationship was.
A short, sincere message is usually more comforting than trying to explain or minimize the loss.
Privacy and Customer Photos
How does ELEMORO use the photographs I upload?
Uploaded photographs are used to review and produce the customer’s personalized order and to communicate about that order when necessary.
ELEMORO does not automatically obtain permission to use customer photographs, pet portraits, reviews, or finished-product images in advertising or public marketing.
Will my pet’s photograph be posted publicly?
Not without the appropriate permission.
If ELEMORO wishes to feature a customer photograph, story, or finished product publicly, separate consent should be obtained according to the intended use.
Can I request the deletion of my uploaded photographs?
You may contact ELEMORO to request information about the handling or deletion of submitted photographs, subject to legal, payment, fraud-prevention, recordkeeping, and order-resolution requirements.
Contacting ELEMORO
How can I contact ELEMORO?
Use the Contact page or the customer-service email displayed on the website.
When contacting us about an existing order, include your order number and the email address used during checkout so that we can locate the order more efficiently.
How quickly will ELEMORO reply?
Response time may vary depending on message volume, time zones, weekends, and public holidays.
Messages concerning active orders, missing information, damaged products, or delivery issues should include complete details and supporting photographs to reduce delays.