FAQ

Fondamia’s photo-personalized cat suncatchers, pet memorial portraits, and dog memorial ornaments show an approximate preview on the product page before checkout. This preview is not the final proof.

Within 24–48 hours after checkout, we email the final proof. You may approve it or request one free revision, and physical production begins only after approval.

The Dog Collar Memorial Picture Frame requires no photo upload or proof because you add the photo and collar at home.

Choose a clear, well-lit photo that shows your pet’s face, expression, and important markings. Natural light and minimal filters usually produce the best result.

Upload the highest-quality original photo you have. If we believe another photo would work better, we’ll contact you before production begins.

Yes. Many of the keepsakes we create begin with an older or treasured photo of a pet who has passed.

Send us the clearest photo you have. As long as your pet’s face and main features are visible, we’ll handle it with care. If the photo is not suitable for the selected product, we’ll contact you before starting.

Personalization options vary by Fondamia product. Pet memorial portraits and suncatchers may include a pet name, while dog memorial ornaments can include a pet name and date and offer optional back engraving. The Dog Collar Memorial Picture Frame is not personalized by Fondamia.

Please review all spelling, dates, photos, sizes, backgrounds, frames, stands, and other selections before ordering. For photo-personalized designs, check every detail again on the final proof before approving it.

It depends on how you or the recipient would like to remember the pet:

• A dog memorial frame displays a favorite photo together with the dog’s real collar.
• A pet memorial portrait creates a larger wall tribute from a meaningful photo.
• A pet memorial ornament is a smaller keepsake that can be displayed throughout the year or during the holidays.
• A cat memorial suncatcher creates a light-filled remembrance for a window or bright space.

You can also browse our Dog Memorial Gifts, Cat Memorial Gifts, and Pet Loss Sympathy Gifts.

No. You do not upload or mail the photo or collar to us. Your natural wood Dog Collar Memorial Picture Frame arrives ready for you to add both at home.

• S: 3.1-inch photo opening, 3.9-inch overall diameter, approximately 1-inch collar/frame width
• M: 4.7-inch photo opening, 5.5-inch overall diameter, approximately 1-inch collar/frame width
• L: 5.9-inch photo opening, 6.7-inch overall diameter, approximately 1.65-inch collar/frame width

S and M can be paired with the optional 5-inch stand; L can be paired with the optional 8-inch stand. Hanging hardware is included. The photo and collar are not included.

Yes. Enter the recipient’s address as the shipping address during checkout.

Every Fondamia order arrives in gift-ready packaging, and no prices are shown on the packing slip. We do not currently offer additional gift wrapping or personalized message cards.

Please allow 5–7 business days for preparation or production. Photo-personalized products enter physical production after final proof approval. Dog collar memorial frames require no photo upload or proof and are prepared within the same 5–7-business-day window.

U.S. shipping begins after preparation or production and varies by product:

• Cat suncatchers, dog memorial ornaments, dog memorial frames, and 8 × 12-inch pet memorial portraits: approximately 10–15 calendar days
• 12 × 16-inch pet memorial portraits: approximately 15–20 calendar days
• 16 × 24-inch pet memorial portraits: approximately 25–30 calendar days

Proof revisions, replacement photos, or delayed approval may extend the personalized-product timeline.

Shipping times are estimates rather than guaranteed delivery dates. Please see our Shipping & Delivery Policy for complete details.

For orders shipped within the United States:

• Orders with a subtotal over $99 receive free shipping
• Orders with a subtotal of $99 or less have a flat $10 shipping fee

Free shipping applies to U.S. orders only.

International shipping may be available depending on the destination.

Please email support@fondamia.com before ordering. We’ll confirm availability, shipping cost, and the estimated delivery time for your location.

Yes. We’ll email a tracking number to the address used at checkout as soon as your order ships.

Please allow a short period for the carrier’s tracking information to update.

Contact support@fondamia.com as soon as possible with your order number and the correct address.

We’ll do our best to help, but address changes cannot be guaranteed once the order has been processed for shipping.

Please contact support@fondamia.com within 48 hours of delivery and include:

• Your order number
• A description of the problem
• Clear photos of the affected item
• Photos of the outer and inner packaging if the item was damaged
• A photo of the shipping label if requested

After reviewing the issue, we’ll provide an appropriate resolution, which may include a free remake, replacement, or full refund for the affected item.

You will not be charged for a replacement or remake caused by damage, a defect, or an error on our part. In most cases, you will not need to return the original item.

Photo-personalized Fondamia items cannot be returned or exchanged because of a change of mind. We also cannot cover issues caused by customer-submitted information or selections, including misspelled text, an incorrect option, an unsuitable photo, or details approved on the final proof.

Return eligibility for a non-personalized item depends on the product and its condition. Contact support@fondamia.com before sending anything back.

Damaged, defective, or incorrect items caused by an error on our part are always covered. Please review our Return & Refund Policy for complete details.

Cancellation or order-option change requests must be submitted within 24 hours of placing the order.

Email support@fondamia.com with your order number and the requested change. Eligible orders canceled within the 24-hour window will receive a full refund to the original payment method.

For photo-personalized products, design work may begin during this period, but physical production begins only after final proof approval. The one free proof revision is separate from cancellation and order-option changes. Later cancellation or change requests are not guaranteed.

Approved refunds are issued to the original payment method.

After we process the refund, your bank or card provider may take up to 10 business days to post the funds. If more than 15 business days have passed since we confirmed the refund, please contact support@fondamia.com.