The Hollow Teardrop

What are the shipping options I have for my memorial?

Loyal is pleased to provide complimentary shipping nationwide on all memorial items. Our complimentary shipping usually takes 5-10 business days including processing time. We also offer expedited shipping (overnight or 2-day shipping) for an additional cost in the case you need your memorial sooner. We will also expedite processing if you upgrade shipping. Please see the options in your checkout menu for our various shipping options. If you’re interested in international shipping, please contact us first.

How long will it take for my engraved urn to arrive?

For engraved orders, please allow an additional 2-3 business days for shipping. If you require an expedited timeline, please contact us and we will do our best to accommodate your request. 

What do I do if I never received my order?

If you have not received your order within 10 business days, please contact us.

What do I do if I received a defective order?

If there is something wrong with your order once you receive it, please contact us immediately and we will immediately correct the issue. 

Can I return my urn? What is your return policy?
Loyal has a 100-day return or exchange policy. This policy only includes non-engraved items since we are unable to resell engraved items. For more details on how to return or exchange your item, please visit our Returns and Exchanges page.

How do I make changes to an urn I’ve already ordered?

If you would like to make a change to an order you have already placed, please contact us as soon as you can. If your urn is engraved, we cannot guarantee that your order can be changed but we will do our best to accommodate your request. 

How are your pet urns made? Where do the materials come from?

We make our urns here in the USA as well as in Europe. Our manufacturing facilities prioritize using sustainable and locally-sourced materials and all our products are handcrafted. 

How do I make sure I order the right size?

In our product pages, we outline what weight and size each memorial piece can hold. We provide you with the dimensions, pre-cremation weight capacity and cubic inches. If you have any more questions about a particular product, please contact us.

Some of your urns are noted as “sold out”. Do you have an estimate of when they will be available for order?

Loyal’s pet urns are handmade and may take a few weeks to arrive at our warehouse. If you would like an estimate for a specific product, please contact us and we’d be happy to give you additional information. 

Does Loyal add the ashes to my urn themselves? 
If you would like the Loyal team to add your ashes for you, please contact us when you place your order and we would be happy to do so. There is an additional fee associated with this service and will require you to mail your loved one’s ashes to us.

Once I receive my ashes how do I transfer them to my urn? 
Ashes from a crematory usually arrive in a plastic bag enclosed in a plastic container. You can easily transfer the plastic bag from the plastic container to most of our urns without removing the ashes from the bag. If the urn you’ve selected isn’t able to hold your  If you would like to not add the full amount of ashes to your urn, you can use a funnel to safely transfer the ashes. In the case you have any questions please contact us and a member of our team will be glad to assist you.

How do I order an engraved item?
If you would like your memorial engraved, please select “Yes” on the product page on the “Would you like your item engraved?” prompt. 
If you would like to customize an item outside of lettered engraving, please contact us and we will do our best to accommodate your request. 

Can I have my Loyal pet urn mailed directly to a funeral home?

Yes, of course!

How do I contact Loyal if my question isn't answered here?

Please visit our contact page, where you can reach us via email, chat or phone. Our team is looking forward to assisting you.

We're so sorry to hear your purchase didn't work out for you. Loyal has a 100-day return or exchange policy. This policy only includes non-engraved items since we are unable to resell engraved items.

Please email us at hello@trustloyal.com with the following details and we will get in touch as soon as possible.

• The Name of the Purchaser
• Your Phone Number and the Purchaser's Phone Number, if different.
• The Date of Your Purchase, please make sure you're within 100-days of your original purchase.
• The Reason for Your Return or Exchange
• Is there another product you would like or do you want a full refund?
• Please note we are unable to accept returns or exchanges for items engraved directly into the wood or jewelry. We are also unable to accept returns if plaques have been affixed directly onto the urn, as removing a plaque will damage the item.

Thank you for choosing Loyal, and we hope we can serve you better in the future.