Handmade in Calgary by pet parents, for pet parents. Named after our cats, Coffee & Cookie. 🐾
Coffee & Cookie Design · Last Updated: March 2026
We know that ordering a memorial keepsake can feel like a big decision — especially right now. Here are the questions we hear most often. If yours isn’t here, please email us at cncmeow@gmail.com.
Q: I just lost my pet. Is it too soon to order something?
A: There’s no right or wrong time. Some pet parents order within days of losing their animal because they need something to hold on to. Others wait weeks or months, when the initial shock has softened a little. Either way, we’ll be here. We make each piece with the same care whether you order today or in six months.
Q: My pet passed away suddenly and I need to do something — can I get an order made quickly?
A: We understand. When loss is sudden, the need to act — to hold on to something tangible — can feel overwhelming. Please email us at cncmeow@gmail.com before placing your order and tell us your situation and timeframe. We’ll be honest with you about what’s possible, and we’ll do everything we reasonably can. We won’t make promises we can’t keep, but we also won’t leave you without options.
Q: My pet is aging or ill. Can I order something now, before they pass?
A: Yes — and we think it’s a beautiful thing to do. Having a keepsake made while your pet is still with you means you can include details that feel fresh and alive: their current look, their favourite things, the way they are right now. You don’t have to wait for loss to honour a love that already exists. If you’d like to talk through options, please reach out before ordering.
Q: I’m not sure which product is right. Can you help me choose?
A: Of course. Every person’s relationship with their pet is different, and so is what feels meaningful as a keepsake. If you email us and tell us a little about your pet — what they were like, what you’re hoping to hold on to — we’ll suggest something that feels right rather than just pointing you to a product page. There’s no obligation to buy.
Q: What kind of photo should I upload?
A: A clear, well-lit photo with your pet’s face visible works best. Avoid blurry, heavily filtered, or heavily cropped images. The better the photo, the better the result — and if you’re unsure, send us a few options and we’ll advise.
Q: Can I request a proof or preview before you make my item?
A: Proofs aren’t automatically provided for all products, but if you’d like to see a preview before production begins, please let us know before placing your order. Some products include a proof step — check the product listing for details.
Q: Can I make changes after I’ve placed my order?
A: Please contact us as soon as possible at cncmeow@gmail.com. If production hasn’t started, we’ll do everything we can to help. Once we’ve begun making your item, changes may not be possible.
Q: Can you use a character or logo I found online?
A: We can only work with content you own the rights to, or that is in the public domain. We’re not able to reproduce copyrighted characters, logos, or other protected imagery.
Q: I want to order a gift for someone who just lost their pet. How should I handle the customization details?
A: We understand this situation well. You’re welcome to reach out to us by email before ordering — we can walk through the options with you gently and make sure the order goes smoothly.
Q: Where do you ship?
A: We ship within Canada and the United States.
Q: How long will my order take?
A: It depends on which type of product you’ve ordered. Our handmade items — shadow boxes, coasters, crochet pieces, and similar keepsakes — are made by us here in Calgary and typically take 5–10 business days to produce, plus 2–8 business days shipping within Canada (or 4–10 to the US). Our print-on-demand products (like mugs and prints) are made by our printing partner and typically take 3–7 business days to produce before shipping. You’ll receive a tracking number once your order is on its way.
Q: Do you offer free shipping?
A: Yes. Free standard shipping is available on qualifying orders:
- Canada: Free standard shipping on orders of CAD $150 or more
- United States: Free standard shipping on orders of CAD $250 or more
Q: Why did I get two tracking numbers?
A: Our handmade items are made and shipped by us from Calgary, while our print-on-demand products (mugs, prints, etc.) are fulfilled and shipped directly by our printing partner, Printify and Printdoors. If your order includes both types, they’ll arrive separately — which means two tracking numbers and two packages. We’ll always give you a heads-up when this applies to your order.
Q: I entered the wrong address. What do I do?
A: Contact us immediately at cncmeow@gmail.com. We’ll do our best to update it, but we can’t guarantee changes once an order has shipped.
Q: Can I pick up my order in Calgary?
A: Yes! Local pickup is available by appointment. Just let us know when you place your order or reach out afterward, and we’ll arrange a convenient time and public meeting spot.
Q: Can I return a personalized item?
A: Personalized and custom items are final sale — we make each one specifically for you and can’t resell them. The exception is if your item arrives damaged or we made an error. In that case, please contact us within 7 days with photos and we’ll take care of it.
Q: What if my order arrives damaged?
A: We’re so sorry if that happens. Please email us at cncmeow@gmail.com within 7 days of delivery with clear photos of the item and packaging, and we’ll arrange a replacement or refund.
Q: Do you accept returns for change of mind?
A: For non-personalized items, we can accept returns within 14 days of delivery, as long as the item is unused and in its original packaging. For custom items, we’re not able to accept change-of-mind returns.
Q: Will my product look exactly like the photo on the website?
A: We do our best to represent our products accurately, but because everything is handmade, there will be natural variations in wood grain, texture, and slight tonal differences — especially with natural materials. These aren’t defects; they’re part of what makes each piece unique.
Q: What materials do you use?
A: Our handmade items are crafted by us in Calgary using wood, slate, and cork with our laser engraver. We also create crochet keepsakes and crystal/resin memorial pieces. Our print-on-demand products — things like mugs, framed prints, and similar items — are produced by our trusted printing partner, Printify and Printdoors, using high-quality printing processes, and shipped directly to you. Every product type is chosen because we believe it makes a meaningful, lasting keepsake.
Q: Do you make keepsakes for all types of pets?
A: Absolutely. Dogs, cats, rabbits, birds, horses — any beloved animal. Every pet deserves to be remembered.
Still have questions? We’re here.
Email us at cncmeow@gmail.com — we reply within 1–2 business days.
— Michelle & Evan, Coffee & Cookie Design