The best photos are clear, well-lit, and show your pet's face and expression naturally — ideally taken in daylight rather than flash. A sharp, high-resolution image gives our artists the most to work with. Avoid heavily filtered, blurry, or very dark photos if possible. That said, if you only have one photo that truly captures them, send it — we'll do our best with what matters most to you.

Each piece is made by hand, so production typically takes 7–56 business days depending on the complexity of your piece. Some of our most popular pieces may take a little longer during busy periods. Shipping adds 3–7 business days for domestic (AU), 7–14 for US/UK, and 10–21 business days for other international destinations. You'll receive a tracking number as soon as your order is on its way. If you need something by a specific date, please reach out before ordering and we'll do our best to accommodate.

Yes — you can make changes to your order at the time of placing it. If you've already submitted and need to adjust something, please contact us as soon as possible at info@haloandtail.com with your order number and we'll do our best to help.

Revision options vary by product — please check the individual product page for details. Where revisions are available, we'll share a preview before finalizing, and you'll have the chance to request adjustments. We want you to feel completely right about it before we move forward.

Because every piece is made specifically for you, we're unable to offer returns or exchanges on custom orders. However, if your item arrives damaged or there is a quality issue on our end, we will remake or refund it — no questions asked. Please email info@haloandtail.com within 7 days of receiving your order with a photo of the issue and we'll take care of it right away.

Yes, and we are deeply honored when you trust us with this. Many of the pieces we make are for pets who are no longer here — and we treat every one of these orders with the utmost care and gentleness. Any clear photo works beautifully. If you'd like to share a little about them when you place your order, our artists love to know who they're making the piece for.

Yes, for most product types we can include multiple pets in one piece. Please note that the more pets included, the more detail each one requires — so a clear, individual photo of each pet is especially important. Additional pets may incur a small extra charge depending on the product. Please reach out before ordering if you'd like to discuss the best way to include everyone.

Every order is packed with care — protective wrapping, a branded box, and tissue paper inside. Fragile pieces like ceramics and urns are double-boxed with additional cushioning. If you're ordering as a gift, your piece will arrive ready to give, with no pricing information included in the package. Just let us know in the order notes if you'd like a handwritten message card included.

Yes, we ship worldwide. International orders typically arrive within 7–14 business days after dispatch for US/UK, and 10–21 business days for other destinations, depending on your location and local customs processing. Please note that import duties or taxes may apply upon arrival — these are the responsibility of the recipient and vary by country. If you have any questions about shipping to your region, feel free to get in touch before ordering.