Shipping & Returns

Production Time

Every Loyalto memorial light is made to order. When you place your order, we review your photo and personalization details before production begins — this is not a warehouse pull. Your tribute is crafted specifically for your dog.

Production and processing takes 1–3 business days from the date your order is confirmed and your photo is approved. If there is an issue with your photo (resolution too low, crop won't work), we will contact you at the email address provided before we start.

Shipping Estimates

Once your order ships, estimated delivery times from dispatch are as follows:

• United States: 10–18 business days after shipment
• Canada: 14–25 business days after shipment
• International: 18–35 business days after shipment (customs delays may apply)

Total estimated time from order to delivery: approximately 2–4 weeks for US orders. We know that feels longer than a typical online order — this is because your tribute is custom-made and ships directly from our production partner. It is worth the wait.

These are estimates, not guarantees. Carrier delays, weather events, and customs processing are outside our control. If your order is significantly delayed beyond these windows, contact us and we will help you track it down.

Free standard shipping is included on all US orders. International shipping rates are calculated at checkout.

Tracking Your Order

Once your order ships, you will receive a shipping confirmation email with a tracking number. Use this number to follow your package on the carrier's website.

If you did not receive a tracking email, check your spam folder first. Still nothing? Email us at hello@loyalto.store with your order number and we'll look into it.

Damaged in Transit

If your order arrives damaged, we will remake it. No charge. No forms. No runaround.

To request a remake for transit damage:

• Email hello@loyalto.store within 7 days of delivery
• Include your order number and 1–2 clear photos showing the damage
• We will confirm your remake and send an updated tracking number when it ships

Damaged remake orders are prioritized and typically ship within 5–7 business days of your report being confirmed.

Returns & Refunds

Because every Loyalto memorial light is custom-made for your dog — with your specific photo, your dog's name, and your dates — we are unable to accept returns or offer refunds once production has begun.

This is not a policy we take lightly. Custom production means your order cannot be resold or repurposed. Please review your personalization details carefully before submitting your order.

Exceptions:

• If your order arrives damaged in transit, we will remake it at no cost (see above)
• If we made an error in your personalization (wrong name, wrong dates) that differs from what you submitted in your order, we will remake it at no cost
• If your order is lost in transit and tracking confirms non-delivery, we will reship or refund at our discretion

If you have any concerns about your order before or after it arrives, please email us at hello@loyalto.store. We are here to make this right.

Order Cancellations

If you need to cancel your order, contact us at hello@loyalto.store as soon as possible. Cancellations are only possible before production begins (typically within 24 hours of your order being placed).

Once your photo has been reviewed and approved and production has started, we are unable to cancel or refund your order.

Questions?

We want you to feel completely confident about ordering. If you have any questions before you place your order, reach out — we're happy to help.

Email: hello@loyalto.store