We clean the tile and apply a special spray to enhance the engraving. While it is drying, we work on editing your pet’s photo to create a unique illustration. Once the illustration is ready, we proceed with the laser engraving. After the engraving, we check the quality and make any necessary adjustments to the image and laser settings. This process is repeated until the outcome is satisfactory. On average, we use at least 2-3 tiles during this adjustment process. Finally, we clean off any remaining residue from the tile and put a UV resistant spray that seals and protects the tile before we package it for shipping.

It has been sealed with top quality UV resistant spray to minimize fading or yellowing. However, for longer lasting vibrant lifespan of the product, we recommend to place it under the shade if it will be kept outside.

Guidelines for Submitting Photos:

• The photo should be a close-up shot of the pet’s torso, from the head to the chest.
• Maximum file size for photo upload is 10MB.
• Ensure the photo is clear and not blurry. If it looks good on your screen, it will generally be good for us to use.
• There should only be one pet in the photo. Please send a picture of the pet without any other subjects. Do not crop the image if the original photo contains multiple subjects.

Our design team is very talented and will ensure the product looks its best with the image provided. If you are unsure about the quality of your image, try to find one you think will look better. We will not contact you for a different image unless we are completely incapable of using the one you provided, which is rare.

1. All text engravings are optional and come at no additional charge.
2. Your pet’s name can be up to 16 characters (including spaces).
3. The pet’s birth year and death year should follow this format: e.g., 2012-2024.
4. There are 5 font style preset options for the name and years (you can check them out on the product image section).
5. The locations of the name and years on the tile cannot be modified by request.
6. The size and spacing of engraved components may be adjusted slightly based on the total character count.

• Color variations exist within each specified color category.
• Depending on the product, tiles will be randomly selected within the chosen color option. Please carefully review the color variation as well as the surface texture of the tiles shown on the product page before completing your order.
• Due to the personalized nature of the product, all sales are final and cannot be returned or refunded.

Cancellations will be accepted only if the request is made via email (info@beinmyheart.com) within 24 hours of submitting the order. If the cancellation is due to a fraudulent or incorrect charge, a full refund will be issued. For cancellations due to a change of mind or no longer needing the item, a 10% fee will be deducted from the refund amount.

Once we receive your order, we aim to personalize your item within 5-7 business days. However, due to varying demands and timing, it may take up to 2 weeks before it is handed over to a carrier. The exact shipping time varies based on the shipping option selected and the destination. We offer various options from major carriers including USPS and UPS. Please refer to the tracking number provided once your order is shipped for detailed information.

Unlike most products, personalized items cannot be accepted for return or resold to other customers. Due to the personalized nature of the product, once customizations have been applied, they cannot be reversed in most cases. Therefore, all sales are final and cannot be returned or refunded.

All our tiles are made of porcelain. Porcelain is denser, harder, and less porous than ceramic, making it more durable and less susceptible to wear and tear. Porcelain is generally more expensive than ceramic. 

We use wrapping paper along with bubble padding and ship all our products in a cardboard box. Additionally, there will be a “Fragile - Handle with Care” sticker on the box. For records, we take a photo of the box with all its contents before sealing and shipping it.

For one-time only per customer, if you contact us at info@beinmyheart.com to report the damage within the first 48 hours of receiving your order, we will send you a replacement after reviewing the claim. You will need to attach a photo of the damaged item along with your order number.

Unfortunately, we have no control over the delivery of the item once it leaves our facility. If your item is lost during delivery, please contact the carrier immediately to file a claim and resolve the issue.