frequently asked questions

After you submit your order, you will receive a confirmation email that includes the directions to complete your order. This will indicate the shipping address and recommendations for mailing based on your location.

Stamped order will be completed and mailed within 5 business days.

Hair/cremated remains orders can take 3 – 4 weeks to complete after receiving your package. During this time you will receive weekly photographic updates.

Pocket stones (without the use of remains) will be ready in 2 – 3 weeks.

Custom pet portraits can take 4 – 6 weeks to complete after the design is confirmed.

Digital artwork will be emailed within 72 hours.

After your order is placed, I communicate with you to arrange shipping of the remains to me to create your order. If I do not receive a response from you (the client) within 30 days of purchasing, I reserve the right to cancel your order. I will attempt a final communication with you via e-mail before this happens. If I do not receive a response within 3 days after sending the final notice, I will cancel the order and issue a partial refund of 75% of the order cost plus shipping. The remaining 25% of the order cost is non-refundable, and is an administrative fee.

I offer payment plans through PayPal. Please contact me with the item(s) for your order as well as your shipping address. A PayPal invoice will be sent to you within 24 hours. A deposit of 25% to begin the order. The remaining balance must be paid before the finished piece is shipped. For more details send me a message.

At checkout you will be directed to PayPal where you can pay using your PayPal account or with your credit card through PayPal. You do not need a PayPal account to pay with your credit card. For more information, check out the Shipping & Policies.

I also accept money orders (US/Canada) and e-transfers (Canada) but must be contacted first so I can send you an invoice for your order. Additional charges may apply for money orders.

Cash payments are accepted for local orders but must be organized ahead of time.

No order will be started the order is paid in full or the deposit is paid.

You can contact me to confirm that I have received your payment. If I haven’t received your payment, we will wait up to 48 hours because upon occasion PayPal payments can be delayed. The checkout page also can time out causing the transition to be incomplete. After 24 – 48 hours of no payment, I can cancel your order and you may try to resubmit your order and payment. I apologize for this inconvenience, please contact me if you have any concerns.

– Gift cards can be purchased from our store ranging from $20-$200 CAD. If you are interested in a larger amount gift card, please contact us and we can create a custom listing for you.
– Gift cards are redeemable in store only.
– Gift cards are sent via email and can take up to 24 hours to show up in the recipient’s inbox.
– You will not receive a physical card.
– The recipient’s email will contain the follow information: sender’s name, gift card amount, gift card number, redeemable information, and a message from the sender.
– There is no expiry date on gift cards.
– Gift cards cannot be purchased with the use of a coupon.

Unfortunately due to border and customs restrictions I can only accept order for jewelry with ashes within Canada and from the USA. I accept orders with hair from select countries and always recommend sending the hair to me with tracking. Please contact me if you have any concerns about international shipping.

Please ensure you clearly write “jewelry/keepsake making materials” to avoid delays at customs from US and International orders.

You can send ashes in a sealed plastic bag (like a ziplock), double bagged inside a bubble mailer. For more protection you can send the ashes in a small pill box. I can give you further guidance on mailing options depending on your location. Please contact me or your local post office for mailing options.

You can send the hair, whiskers, teeth, etc in a sealed plastic bag (like a ziplock) or paper envelope inside a bubble mailer for protection. I can give you further guidance on mailing options depending on your location. Please contact me of your local post office for mailing options.

Approximately 1 teaspoon of ashes
2 – 3 small locks of hair (depending on the size of your piece) – more if the hair is white
As many whiskers as you like
*You can always email me a photo of the hair that you have available and I can better guide you on how much to send.

I strongly encourage you to send me a photo of the white hair you would like the piece created with as I can tell from a photo how visible it will be in the finished piece. White hair can be more visible than white fur. I do have a process that will make the white hair/fur more visible but it is a longer process, adding an extra 2 weeks to your order. There is no extra cost associated with this longer process.
Please contact to confirm that there is enough hair/fur to work with and the options available for your piece.

All unused hair and cremated remains will be returned with your order.

When I create the shipping label, the value of your order is entered. I have no control over the custom fees that may be charged, nor have the ability to tell if you will be charged. Buyers are responsible for any customs and import taxes that may apply. I am not responsible for delays due to customs.

All stamped orders are packaged on a card protected in a plastic envelope and sent in a bubble mailer.

Portraits are protected in a plastic envelope with stiff cardboard lining the bubble mailer.

All other items are mailed in a gift box and sent in a bubble mailer.

All physical orders are shipped using CanadaPost.

Canada: 3 – 8 business days

USA: 3 – 8 business days

Comfort Connects is currently only set up to process orders from Canada and the United States. If you are in another country and would like to purchase a digital product, please contact Rebecca ( directly to make your purchase. You will be sent a PayPal invoice to make your purchase via.

Absolutely! If you live in or will be visiting the Charlottetown (PEI) area you can pick up your order. Please contact me to arrange a pickup time.

Yes! If you are interested in purchasing more than one piece, please contact us for the discount coupon codes.

Yes, occasionally we have coupons and deals in my monthly newsletter. You can sign up here!
I also advertise sales on my Instagram page.

Yes, I offer a discount if you have purchased from me before, whether that have been on Etsy, through my website, or in person. Email me for the discount code.

Yes absolutely! I love custom designs. Please contact me to discuss your ideas. Don’t have any ideas? No need to worry, I will provide you with some options to explore. Custom designs are subject to additional fees based on the complexity of the design.

Remove your resin jewelry before applying lotion, perfume, hairspray or other beauty products. For longer lasting quality do not wear your resin keepsake when showering or swimming. Do not store your keepsake in direct sunlight and avoid extreme hot and cold temperatures. If your keepsake becomes dirty, gently clean with water and dry with a soft cloth.

We offer services for refinishing, cleaning etc for a fee, this is determined by how old the piece is, how its cared for and how often it is worn. We determine this in a case by case situation.

The chain loops may discolour over time, you can simply clean the silver loops with a polishing cloth.

Yes! You can find out more information about the program here.

If you still have questions, feel free to contact me! I will get back to you within 24 hours.