Shipping Policy

Because each Pet Chakana is handcrafted to order, our shipping process has two stages — collection of your pet's ashes, and delivery of your finished piece to you. Please read this policy carefully so you know what to expect at each stage.

1. How our process works

Each Pet Chakana is handcrafted to order. The process has two stages — collection of your pet's ashes, and delivery of your finished piece.

Stage 1 — Collection of your ashes: Once your order is placed, a courier will collect a small portion of your pet's ashes directly from your address. You will receive collection instructions and tracking details by email. Please ensure the ashes are packaged securely and are ready for collection on the date confirmed. Aeterna Companions cannot be held responsible for ashes lost or damaged prior to collection.

Stage 2 — Delivery of your finished piece: Once we have received your ashes and your order has been placed and paid for, we will begin crafting your Pet Chakana. Your finished piece will be dispatched to you once production is complete.

2. Production & dispatch timeframe

Please allow 5–10 working days from the date we confirm receipt of your pet's ashes following collection, and your order payment has been processed. This timeframe covers both the handcrafting of your piece and dispatch. We will notify you by email once your order has been dispatched, along with tracking information.

During busy periods, production may take slightly longer. We will always communicate any significant delays to you directly.

3. Domestic shipping (South Africa)

We ship throughout South Africa via The Courier Guy. Your order includes both collection of your pet's ashes and delivery of your finished piece — this two-way service is reflected in the shipping fee shown at checkout.

Once dispatched, estimated delivery is 1–3 business days for major metros and 3–5 business days for outlying or rural areas, depending on the service selected at checkout.

All domestic orders are sent with tracking. You will receive a tracking number via email once your order has been dispatched.

4. International shipping

We ship to select international destinations. Available countries and shipping rates will be displayed at checkout. If your country is not listed, please contact us at hello@aeterna-companions.co.za and we will do our best to accommodate you.

International delivery timeframes vary by destination and are estimated at checkout. Please note that international orders may be subject to customs clearance, which can cause delays beyond our control.

Any customs duties, import taxes, or fees charged by your destination country's customs authority are the customer's responsibility.

5. Packaging

Your Pet Chakana will be carefully packaged to ensure it arrives safely. We take pride in our presentation — your piece will be delivered in packaging befitting a meaningful memorial keepsake.

6. Tracking your order

Once your order has been dispatched, you will receive an email with your tracking number and a link to track your parcel. If you have not received tracking information within your expected dispatch window, please contact us.

7. Incorrect addresses

Please double-check your collection and delivery addresses before completing your order. Aeterna Companions cannot be held responsible for orders collected from, or delivered to, an incorrect address provided by the customer. If you notice an error after placing your order, contact us immediately at hello@aeterna-companions.co.za and we will do our best to correct it before collection or dispatch.

For any shipping queries not covered here, please reach out to us at hello@aeterna-companions.co.za — we're happy to help.

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