FAQs

Shipping times vary by country. Please refer to our shipping list at the top of the page, we keep it as updated as possible.

We offer tracked shipping through the postal network (like PostNord to USPS) and fast, reliable FedEx Express delivery worldwide.

Yes, tracking is included for all shipping options. You’ll receive your tracking link by email once your order ships.

Postal tracking can pause during handoffs or customs clearance. This is normal. FedEx tracking updates more frequently.

Most customers do not pay any extra fees. However, some countries may apply local taxes or import duties, especially on shipments sent via FedEx or other couriers. We ship from Sweden (within the EU), and any customs or import fees are the buyer’s responsibility. Please check your local regulations if you’re unsure.

🇺🇸 USA Customers:
Starting September 15, 2025, all U.S. shipments will have duties and tariffs fully prepaid. These costs are already included in the product price, so there are no surprise fees on delivery, your order arrives smoothly, straight to your door.

The asterisk (*) means shipping times are estimates, not guarantees, due to customs, weather, or postal delays.

Just contact us. We’ll look into it and offer a replacement if needed, no hassle.

Contact us

Every order is made and shipped with care from our studio in Sweden 🇸🇪

We use stainless steel, brass, zinc, and silver. Our materials contain no nickel, but may still cause minor irritation for some with very sensitive skin. For the most hypoallergenic option, we recommend stainless steel or silver.

We use high-quality stainless steel, brass, zinc, and sterling silver. Each product lists its specific material in the product description.

Yes, brass naturally darkens over time, developing a warm, aged patina with golden-brown tones. You can polish it to restore the original shine.

Sterling silver can darken slightly over time with exposure to air, but it's easy to clean with a silver cloth or gentle polish.

All our metals are solid throughout. Some pieces may have a visible surface coating (like fully black designs), but anything with a metallic finish is real, solid metal, polished and finished with care.

Many of our products come in multiple material options. Just select your preferred finish from the dropdown on the product page.

Yes, our materials are completely safe for pets. We use solid, non-toxic metals with no harmful coatings or chemicals, and each piece is carefully finished to remove sharp edges.

That said, like any accessory, if the item becomes loose or detached, it can pose a choking hazard. Please make sure it’s securely fastened to your pet’s collar or gear at all times.

Try to get down to your pet’s eye level. Photos taken from above or at odd angles can still work, but eye-level shots tend to bring out the best detail.

Use this quick visual guide to compare. You’re welcome to use any photo you love, these are just tips to help you get the best engraving result.

Yes, though just a heads-up, the pendant size stays the same, so adding more pets means each one will appear smaller. For best results, we suggest one pet per piece or upgrade to a bigger size if available.

For the best result, use a sharp, well-lit photo that clearly shows your pet’s face or full body. We love it when the pet is looking at the camera, it makes the engraving feel more lifelike.

You can cancel or request changes within 12 hours of placing your order. After that, your piece will already be in production and we won’t be able to make changes, so please double-check your details before confirming.

Read our full return policy here.

If you notice a mistake in your photo or text, let us know within 12 hours so we can fix it before production begins. After that window, we can’t guarantee any changes, but we’ll always do our best to help if something goes wrong.

Since all items are personalized, we don’t accept returns, even for gifted items. If the gift arrived damaged or something seems off, we’re happy to investigate it for the recipient and see if we can offer a solution.

If you entered the wrong address, contact us within 24-48 hours and we’ll do our best to intercept your order and update it before your item ships. Unfortunately, we can’t redirect packages once they’ve been sent, and we’re not responsible for lost orders due to incorrect addresses.

Each piece begins with the details you provide, your photo, text, and choice of metal. We prepare your design and use a high-precision laser to cut and/or engrave it into solid stainless steel, brass, or silver. After engraving, we carefully polish the metal to bring out its natural shine and assemble the final piece by hand. The result is a high-quality, personalized item that’s ready to gift the moment it arrives.

Our standard production time is 2-4 business days from the moment you place your order. Every piece is made-to-order, which means we don’t keep any items in stock, we start crafting as soon as your personalization details come in. During holiday periods or major sales, production may take 5-10 business days, but we always aim to ship as quickly as possible without compromising quality. You’ll receive tracking information as soon as your order is ready to go.

All Silvercut products are manufactured in our own Silvercut workshop in Sweden. Nothing is outsourced, from laser engraving to polishing and final packaging, our small team handles everything in-house. This hands-on approach allows us to maintain full control over quality and ensure every order is crafted with care.

Your order is created by a small team of skilled designers, operators, metalsmiths, and makers who specialize in metal craftsmanship. We don’t use mass production or third-party fulfillment, each item is made personally by someone who’s paying close attention to your specific details. It’s a very human process, and we take pride in every piece that leaves our hands.

At the moment, we don’t offer live previews or mockups before production. However, our team manually adjusts each photo and layout to make sure it works beautifully with your chosen material. If we run into any issues, like a blurry photo or something that won’t engrave well, we’ll contact you before proceeding.

Yes, we manually review and adjust every photo or design to make sure it engraves as clearly and beautifully as possible. We’ll crop, remove backgrounds, adjust brightness, and fine-tune details to ensure the best possible result. If anything seems off or unusable, we’ll reach out before production starts.

Yes, we use solid stainless steel and brass, all of which are nickel-free and safe for pets. These metals are commonly used in pet tags and jewelry, and are unlikely to cause irritation with normal wear.

Yes, our pendants are often worn as custom pet tags. They’re small and lightweight enough for most dogs and cats. That said, if the pendant becomes detached from the collar, it could pose a choking hazard, especially for small pets. Always make sure the split ring or attachment is securely fastened. We recommend double-checking the connection regularly and using a strong, high-quality key ring or clasp.

If the pendant becomes detached from the collar, it could pose a choking hazard, especially for small pets. Always make sure the split ring or attachment is securely fastened. We recommend double-checking the connection regularly and using a strong, high-quality key ring or clasp.

All of our metals are safe to get wet. Stainless steel is the most resistant to wear and water exposure, making it ideal for active pets. Silver and brass are also water-safe but may develop a natural patina over time, especially with frequent contact with moisture.

Brass in particular tends to darken and develop a rich, antique finish as it reacts with air, water, and skin oils. This aging process gives it a warm, vintage look that many customers love. If you prefer to keep the original shine, a quick polish with a soft cloth will restore its brightness.

We accept most major payment methods, including Visa, Mastercard, American Express, Apple Pay, and Google Pay. All payments are processed securely, and your details are never stored on our servers.

Discount codes must be applied at checkout and can’t be added retroactively. If you forgot to use one, reach out to us within 12 hours of ordering, we’ll see what we can do before your order enters production.

Check your spam or promotions folder, sometimes it ends up there. If you still don’t see it after a few minutes, contact us and we’ll resend it manually.

If you entered the wrong address, let us know within 24-48 hours so we can update it before your item ships. Once the order has shipped, we’re unable to make changes.

We don’t currently offer delayed shipping. All orders are made and shipped as soon as they’re ready, usually within 2-4 business days.

We ship from Sweden, so orders delivered outside the EU may be subject to customs or import fees. That said, it’s not very common, most customers don’t pay anything extra. In the US especially, customs charges are rare unless you've placed a high-value or bulk order. Any potential fees are handled by your local customs office and are the buyer’s responsibility.