FAQs
🧵 Section 1: Product & Customization
What kind of photos should I upload for a custom order?
We recommend uploading 3–5 clear photos showing your pet's face from the front and sides. Natural lighting helps us capture their true look.
Can I include more than one pet in a single artwork?
Yes, we can include up to three pets in one piece. Please select the option during checkout.
Can I customize poses or expressions?
Absolutely! If you have a specific request—like your pet sitting, standing, or smiling—just leave us a note at checkout.
How long does it take to complete a custom piece?
Standard production takes 8–12 weeks. Rush options are available for an additional fee.
Can I see the finished piece before it ships?
Because our artists focus on handcrafted detail, we do not provide previews. But we guarantee every order is made with love and care.
📦 Section 2: Order & Shipping
When will my order ship?
Once the piece is finished, we will ship it within 3–5 business days and provide a tracking number.
Do you ship internationally?
Yes! We ship worldwide. Shipping fees and estimated delivery times will be shown at checkout.
Can I change my shipping address after ordering?
If your order hasn't shipped yet, contact us as soon as possible at customer_care@aurayme.com to update the address.
Do you offer rush delivery?
Yes, we offer an expedited production service (typically 2–4 weeks). Email us after placing your order if you’d like to upgrade.
How do I track my order?
Once shipped, you’ll receive a tracking link via email. You can also check your order status in your account.
🔁 Section 3: Returns & Cancellations
Can I return a custom-made item?
Due to the personalized nature of our products, we do not accept returns unless the item arrives damaged or incorrect. Each piece is handmade specifically for you.
What if my item arrives damaged?
Please email us at customer_care@aurayme.com within 7 days of receiving your item. Be sure to include photos, and we’ll help resolve the issue quickly.
Can I cancel my order?
You may request a cancellation by contacting us at customer_care@aurayme.com. If we haven’t started crafting or preparing materials, we’re happy to help cancel or modify your order. Once work has begun, cancellations may not be possible.
Do you offer refunds?
Refunds are only provided in cases of damage or major issues. For eligible situations, we'll offer a replacement or refund depending on the circumstances. Please review our full return policy for details.
🎁 Section 4: Gift Cards & Contact
Do you sell gift cards?
Yes, we offer digital gift cards in various amounts. They never expire and make the perfect gift for any pet lover.
How do I redeem a gift card?
Simply enter the gift card code during checkout. If the total exceeds the card value, you can pay the remaining balance.
Can I use more than one discount code?
Only one discount or promo code can be used per order.
How do I contact customer support?
You can reach us anytime at customer_care@aurayme.com. We typically reply within 24–48 hours.
Do you offer custom requests not listed on the site?
Do you offer custom requests not listed on the site?
Why “Auray me”?
We wanted a name that felt soft — like the kind of love our fur babies leave behind.
“Auray” came to us as a mix of aura and ray — a quiet feeling, a bit of light, something that stays even when they're no longer right beside us.
It’s the warmth that lingers where a fur baby used to sleep.
The silence that still feels full.
It’s not a real word. But it feels like the right one.
“Auray me” means: let that warmth with me.
A little presence. A little light.
Something you can still feel, even years later.