FAQs
Do you offer custom special symbols?
Yes, we offer custom special symbols. You can submit common symbols (such as hearts, moons, stars, etc.) along with your text input. For complex symbols, please contact us via email after placing your order.
Can I see what it will look like before placing the order?
Certainly! After placing your order, please contact us by phone or email to view the customizations.
What payment methods do you accept?
We accept PayPal, VISA, Mastercard, Maestro, VISA Electron, JCB, American Express, Diners Club, and Discover.
How much ashes can the cremation necklace hold?
Volume of a small end-nail cap area.
Can the small urn hold the ashes of a whole dog or cat?
No, the small urn can only hold a small portion of memories to honor your pet.
Does the jewelry contain heavy metals?
Our jewelry has been verified by professional testing institutions to be safe and non-toxic and safe for use by any group of people.
What is your response time for customer inquiries?
Our response time for customer inquiries is within 12 hours on weekdays and within 24 hours on weekends.
What are your shipping methods?
We offer two shipping methods: standard shipping and expedited shipping.
How long does the package take to ship?
Standard shipping takes 11-19 days to arrive, while expedited shipping takes 5-8 days to arrive.
How much does shipping cost?
The standard shipping cost is $5.99, and expedited shipping costs $29.99.
How much ashes can the cremation necklace hold?
Volume of a small end-nail cap area.
How to customize?
On the product page, you will see product details, including product images and descriptions.
Scroll down the page until you reach the customization options section, where you can upload pictures and text and place an order as prompted.
Is it possible to customize pictures or text on both sides of the pendant?
Sure. Normally, we provide customized picture on one side and text on the other. If you want to customize text or pictures on both sides, that's fine.
How can I contact your customer service team?
Contact information for the Fanery Sue team:
Phone: (509) 348-4495
Email: support@fanerysue.com
Can I cancel or modify my order after it has been placed?
If your order has not been shipped yet, we can still make changes. However, if the package has already been shipped, it cannot be changed.
What should I do if I'm unsatisfied with the quality of the image after receiving the product?
①If the image quality you uploaded was good, but the poor effect is due to an issue in our production, we offer free remakes until you are satisfied.
②If the image quality you uploaded was blurry or low-resolution, please accept the blurry effect caused by the image. Please ensure that you upload high-resolution and clear images with a minimum pixel size of 1000x1000 before placing an order.
How do I care for my jewelry or keepsake?
Here are some care instructions:
1. Cleaning: Use mild soapy water to clean stainless steel items. Gently scrub with a soft cloth or brush. Rinse and dry thoroughly.
2. Avoid harsh chemicals: Keep stainless steel away from bleach, chlorine, and ammonia-based cleaners.
3. Storage: Store in a dry place, separate from other jewelry to prevent scratching.
4. Prevent scratches: Avoid rough surfaces and abrasive materials that can scratch stainless steel.
Do you offer any warranties or guarantees on your products?
FaneySue can guarantee any possible repair within 365 days.
Jewelry with blurry or blank photos can be replaced.
Exceptions are:
√ Normal wear and aging;
√ Improper or abusive use such as shocks falls or crushes;
√ Damage caused by carrying out any intervention, repair or disassembly.
How do I track my order?
Please click here to track your package:
Link 1: https://track.4px.com/query?locale=en_US
Link 2：https://www.17track.net/en