How do I order one of your pendants? 
It’s easy! Simply select the type of pendant you would like and pay for it via our online shopping cart. We will then send you an order confirmation to your email address. Reply to this email with the photo you would like to use for your new custom pendant. After receiving your photo, I will make sure the photo you sent produces a good quality pendant mold. If the photo you send is acceptable, you should have your new pendant within 7-10 business days.

How long before I receive my new pendant? 
Since everything we do is hand-made, it does take us a few days to craft your custom mold and pendant. Our goal is for you to receive your order within around 10-14 business days (Monday-Friday). If for any reason I get behind (due to the holiday season, vacation, or an illness), I will have the new estimated arrival times listed on the website.

NEED IT SOONER??? I can *sometimes* fit in a “rush” order. Please just email me or call me so I can double-check my schedule and see if I can fit it in.

What material are your pendants made out of? 
All our pendants are made out of 99.99% pure silver. The purity of silver is very brilliant and shiny when polished. It is a higher quality than sterling silver metal and, therefore, is a bit more expensive to use in jewelry crafting. For example, 24 Karat gold is of higher purity and quality than 14 K gold. 99.9% pure silver is higher quality than sterling silver.

What type of photos can you use to make a pendant? 

Any high resolution, clear photo can be used to make a pendant. The BEST photos are over 300 kbs and are not too dark or too light.We can accept jpeg, bmp, and gif file types. if you aren’t sure if a photo will work or not, email it to us and we will let you know if we think the photo will work or not.
If you don’t have a digital, emailable copy of the photo you want to use, you can always mail us a copy of the photo and we will scan it in and return it with your order when we ship it out. PLEASE DO NOT SEND US THE ORIGINAL, UNREPLACEABLE PHOTO! As careful as we are, we cannot be responsible for the photo…especially once it leaves our hands after it has been shipped to you.
How do I order a paw print pendant? 

We can make a paw print pendant from a simple non-toxic paint print of your pet’s paw. I used kid’s finger paint when making Scout’s. My best advice is to do this outside (trust me on this!) I bought a piece of white cardboard poster paper and laid it down on the ground. Then I put some of the finger paint on a paper plate and had Scout put his paw down on the painted paper plate. Then I had him walk over the posterboard. It took a couple of takes, but I eventually got a good print. Don’t worry if it is a little bit messy around the edges of the print – we can edit the paw print in our software program and “clean” up the messy areas.

Do you have a clay imprint of your pet’s paw? I can use that too : ) I can “extract” the paw shape from a photo of the clay imprint OR you can mail it to me and I can make an *almost* exact miniature replica of your pet’s paw print from the clay imprint. Making custom silver paw print pendants is one of our specialties : )

Does my pendant come with a necklace? 

We include an 18″ sterling silver necklace with all pendant and charm orders over $60.

How do I clean my pendant?
Since our pendants are 99.9% silver, they will obtain some tarnish buildup on them from everyday wear and that is completely normal. We polish our pendants with a soft cloth and commercial silver polish that we bought at a department store. After polishing, I rinse the pendant with water and buff with a dry, soft cloth. Since many of the designs are oxidized to bring out the details, please do not “dip” or let your pendant sit in jewelry cleaner. If you have any specific questions on which polishes we have used, please email us directly.

What is your return / refund / guarantee policy?
For over THREE years, I did not have a return policy because after doing hundreds of pendants, I had NEVER had one returned. Well, last December, I had my first return. She did not like the way the photo she had chosen converted into a pendant. Even though I tried to do whatever I could to make it right (make replacement pendants, try using another photo, etc), she refused and wanted her $$$ back. As a small business, that return really devastated me because there was no way I could sell the 2 custom pendants she ordered as they were of her grandbaby. They still sit in my “mess up” bin waiting to be sold for scrap silver one day.

So, I have decided to make a “formal” policy based on this ONE customer. First, I would never, ever, ever let you down on purpose! I am always available by email or phone to discuss your order and I ultimately want you to be SO super happy with your order that you recommend me to all your friends and family. BUT if you are not happy, PLEASE contact me and we will work to make it right. I can redesign your pendant, use another photo, etc. If you decide that you do not want to “try again”, then you can contact me to alert me of the return and I will refund 75% of your order total (minus shipping) after I have received your return package. The 25% “retainer” will not cover all my cost, but it will make any future returns (which I am NOT anticipating since I’ve only had ONE) a little less financially painful for me. I work really, really hard on these and I think you can tell by my customer comments and photo gallery that my designs usually EXCEED my customers’ expectations.

UPDATE 1/27/2013: Due to a couple of customers placing orders for incorrect sizes and then wanting refunds when the bracelet does not fit, PLEASE double check your measurements when placing an order. I am happy to correct any mistakes on my part, but if I make the piece of jewelry to the specifications given to me and it does not fit, I do not feel that it is fair to punish me by making me loose all of the time, material and $$$ I spent making your custom piece. I will work with you on pricing to make it correct and try to make it as inexpensive as possible, but it is very hurtful to me when I have to refund the purchase price of something I worked so hard on by threatening to give me negative feedback on the internet. I would NEVER do that to another online store, and it hurts my feelings tremendously as I put my heart and soul into all my pieces 🙁

2 thoughts on “FAQs

  1. Hi,

    I am interested in ordering a pendant for my girlfriend, but it seems like you don’t ship international.

    I am in Australia, is there any way I can purchase from your site?



    1. Hi Jon! I don’t have my main website set up to buy from Australia, but you can purchase and ship to Australia from my Etsy store: https://www.etsy.com/shop/CustomSilverPendants

      Hope this helps! Let me know if an item you are interested is not set up for shipping to Australia and I will fix that for you.

      Thank you,

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