Frequently Asked Questions

Where is Whisperwoods based?

Our customer support is based in Auckland, New Zealand. Many custom ceramic products are handcrafted to order by our production partners in China and shipped to customers in New Zealand and Australia.

How long does a custom order take?

Artwork and production usually take approximately 2–3 weeks, followed by approximately 1–2 weeks for delivery. The total estimate is around 4–5 weeks, but it is not a guaranteed delivery date.

How do I send my pet's photos?

After ordering, email the original photo files and your order number to hello@whisperwoods.co.nz. See our Photo Guide for recommendations.

Can I change a custom order?

Contact us immediately. Changes may be possible before artwork or production starts. Once production has begun, changes and change-of-mind cancellations are generally not possible.

Will the finished item look exactly like the photo?

The artist uses your photos as references, but every item is painted and fired by hand. Small differences in brushwork, colour, glaze and placement are normal. Clear photos and detailed instructions produce the best result.

How do I select an urn size?

Check the listed capacity and ask your crematorium for an estimated ash volume. Choose the next size up when your pet is close to a product's stated limit or when you want to add small keepsakes.

What happens if an item arrives damaged?

Email us as soon as reasonably possible with your order number and photos of the item, outer packaging and shipping label. We will review the issue and provide an appropriate solution under our Refund Policy and applicable consumer law.

Do you provide tracking?

Tracking is emailed when available. It can take a short time to update after the carrier receives the parcel.

Do you offer local pickup?

Local pickup is not currently available unless expressly agreed before purchase.