Frequently Asked Questions
About our products
Are your pieces truly handmade?
Yes — every item is crafted by hand by skilled artisans, starting from your pet's photo. We do not use mass-production or machine printing. Each piece takes 10–20 hours of handwork to complete.
What animals can you make pieces for?
We work with photos of dogs, cats, rabbits, birds, hamsters, horses, and most other pets. If you're unsure, just email us at info@tillopets.com before ordering.
What are your urns made of?
Our urns are handcrafted from high-quality ceramic. Each piece is shaped, painted, and sealed by hand. They are designed to be both beautiful and durable.
Can I personalize my order?
Yes. Most products can be personalized with your pet's name, and some allow additional customization (size, color, inscriptions). Options are listed on each product page.
Ordering & production
How do I submit my pet's photo?
After placing your order, you'll receive an email with instructions for sending your photo. A clear, well-lit photo taken at eye level works best. If you're unsure whether your photo will work, feel free to email it to us first.
Will I see a preview before it ships?
Yes — we send a preview photo of your piece before we ship. If anything doesn't look right, we'll revise it until you're happy. Please email info@tillopets.com within 1–2 days of ordering to request your preview.
How long does production take?
Most pieces take 5–10 business days to produce. Some items may take up to 15 business days. Exact timelines are listed on each product page.
Shipping & returns
Do you ship internationally?
Yes, we ship worldwide. Estimated delivery times after dispatch: Canada & USA (5–12 days), UK/Europe/Australia (7–18 days), rest of world (10–25 days).
Can I return my order?
Because every item is custom-made, we can't accept returns for change of mind. However, if your piece arrives damaged or doesn't match your approved preview, we will remake and replace it at no charge. Contact us within 7 days of delivery.
Can I cancel my order?
Cancellation requests must be made within 24 hours of placing your order. After that, production may have already begun and we may not be able to cancel.
Ambassador program
How do I become a TilloPets ambassador?
We're always looking for passionate pet lovers and content creators to join our community. Ambassadors earn 20% commission on sales and receive exclusive gifts. Visit our Ambassador page or email info@tillopets.com to apply.