Frequently Asked Questions

ARCSTELA is a curated pet memorial brand. We do not manufacture every item ourselves. We select products from specialist suppliers, present verified details, coordinate personalization, and inspect physical orders before international handoff.

Materials are stated on each product. The current collection includes ceramic urns, a cement urn, dark slate memorial stones, and stainless-steel keepsake necklaces. Finish and color may vary slightly across textured or production-made pieces.

Physical orders are prepared within 10 business days. Personalized physical items enter preparation after all required names, dates, wording, images, and selected options have been received.

Estimated transit is within 10 business days after dispatch. Tracking is provided when the parcel is handed to the carrier. Delivery estimates are not guaranteed arrival dates.

Personalized and made-to-order items are not generally eligible for change-of-mind return. This does not limit rights relating to verified damage, defects, incorrect goods, or rights that cannot legally be excluded.

Contact hello@arcstela.com within 14 days of delivery with your order number, a description, and clear photographs. For a verified issue, we will arrange a complimentary replacement or, where appropriate, a refund.

Choose a meaningful date and place, select a named star, add a pet name and message, then choose Celestial Sphere or Star Field. The personalized digital memorial is delivered by email as a high-resolution PNG and PDF within 48 hours.

A qualifying physical-product order of $50 or more unlocks complimentary shipping and one Memory Star. The $15 Memory Star does not contribute to the physical-order threshold. Final eligibility is confirmed by Shopify before payment.

Email hello@arcstela.com. Customer care replies within 24 hours. Please include your Shopify order number for an existing order.