Frequently Asked Questions
Q: Who are you? How long have you been in business?
A: We are average people who have loved and lost pets. We fully understand the pain of losing a pet. We are here to be part of your healing and to celebrate your joyful pet memories. Our management team has over 30 years of experience doing business that focuses on excellent customer service, as well as the needs of pet owners. Find out more about the origins of HonorYourPets.com on our About Us page, and you’ll know why you can rely on us to help you honor your pet.
Q: What’s the easiest way to find what I’m looking for?
A: Our website is engineered for simplicity; no matter what you need, we’ve got an easy way to find it. Search our website with navigation buttons on the top of your screen. We’ve organized everything we sell into categories, so all you need to do is click the category and you’ll be presented with the selection you’re looking for! One last way to find what you’re looking for is on our site map, located at the bottom of our home page.
Q: What sets you apart from your competitors?
A: You won't find anyone else who combines a love for animals with a deep desire to care for our clients, most of whom are going through a sad period. Each and every question about our products or services will be answered in a timely, personal manner.
Q: What is your return policy?
A: Before returning any products, you must contact us to obtain an RMA, (Return Merchandise Approval). An email to moc.stepruoyronoh@troppus or phone call to 1-800-966-3906, with your contact information, order ID#, and nature of problem, will start the return process.
We accept returns of unopened, non-personalized products with proof of purchase up to 30 days after payment. The customer is responsible for all shipping costs incurred on returned orders. If you have any questions that you can’t find an answer to on our website, please feel free to ask through email at our address under Contact Us.
Q: I placed my order; what’s the easiest way to track its progress?
A: After you order, a confirmation email will be sent to your email address. It can take up to a business day for us to process it. Once your order is sent, a tracking number will be immediately emailed to you. We ship through UPS, FedEx, or the US Postal Service, and you can use their services to track your order through the shipping process. If you have any other questions about your order, you can always contact us through email and we will provide additional support.
Q: How fast do you ship? How fast is my order processed?
A: Our regular shipping can take anywhere between 7 to 14 business days, though the average shipping time is usually 5 to 7 business days. The moment your order is placed and payment received, our customer support team reviews the order and will process it within the next business day.
Q: Is shipping calculated automatically in the shopping cart?
A: Yes, it is—all you need to do is follow the instructions in the shopping cart. The cart then calculates your shipping fee based on the number, size, and other specifications of your requested items. Since we rely on UPS, FedEx, or USPS for shipping, our costs are calculated with their shipping rates. Our cart will do all the hard work for you.
Q: What are my payment choices?
A: We are currently using PayPal as our secure base for accepting payments on Visa, MasterCard, Discover, American Express, and any form of debit card. During the checkout process, you will be transferred to the PayPal site and, once there, simply follow the step by step guide to have your payment processed quickly. Your order will not be shipped until we receive payment.
Q: When will my credit card be charged?
A: Your credit card will be charged within 24 hours prior to shipment of your item(s).
Q: I received the wrong order/something is missing from my order. What do I do?
A: It doesn’t happen often! But if you believe you didn’t receive the right products, contact us within 72 hours and we can help you correct the problem or contact the shipper for more details. Please note that orders of multiple items can be shipped individually and arrive at different times. If we’ve made a mistake in shipping, we will pay to ship it back and we’ll do our best to fix the issue.