Handmade in Calgary by pet parents, for pet parents. Named after our cats, Coffee & Cookie. 🐾
We’re real people — ask us anything
Frequently Asked Questions
If something isn’t covered here, message us directly.
We’d rather answer ten questions than have you hesitate over a purchase made for someone you loved.
Memorial & Grief Orders
The questions that matter most — we answer them carefully.
Completely okay. There’s no timeline here, and we would never want you to feel pressured. If you want to browse, save something for later, or reach out before you’re ready to commit to anything — that’s exactly what we’re here for.
Some people order the day after losing their pet. Others come back three months later. Both are right. We’ll be here whenever you’re ready.
If you just want to talk through what might be right for you — or tell us about your pet — message us first. No obligation, no sales pitch. Just two people who understand.
Please do — we genuinely mean that. We’d rather you message us, ask questions, and feel completely confident before you order than rush into something that isn’t right.
You can reach us at our contact page or directly by email at hello@coffeencookiedesign.com. We typically respond within one business day, and usually faster.
Yes, always. Nothing begins until we’ve confirmed every detail with you — your pet’s name and how you’d like it spelled, the dates, any personalisation choices, and that your photo is suitable for engraving.
We will contact you by email after your order comes through to start that conversation. If you haven’t heard from us within 24 hours of ordering, please check your spam folder and then reach out.
Yes — this is standard with every order. We’ll send you the design proof for your piece so you can see exactly what’s coming before we start. If anything looks off to you, we want to know before we start, not after.
For laser-engraved pieces, we typically send a preview of the engraving design for your approval before we run the final piece.
Yes. Every order includes a personal note from us — but if you’re buying for someone else, you can ask us to include your message instead. Just tell us what you’d like to say at the gift message box, and we’ll write it out by hand.
We can also ship directly to the recipient. Just include their address at checkout, and note in your order that this is a gift. No pricing information on the package.
We don’t currently offer formal rush orders — every piece needs the time it deserves. However, if you have a date in mind, please message us before you order and tell us when you need it.
We’ll be honest with you about whether the timeline is achievable given our current workload. If it is, we’ll do our best to prioritise your order. If it isn’t, we’d rather tell you upfront than take your order and let you down.
Our standard processing time is 3–8 business days, plus shipping. Canadian shipping is typically 2–5 business days, remote area shipping is usually longer, around 10 business days.
Orders & Customisation
How ordering works, what you can personalise, and what happens after you click buy.
Browse the product you’d like, select your options (size, style, etc.), enter and upload and your pet’s photo, name, dates, and any personalisation details. Add it to your cart. At checkout, you’ll pay as normal.
After your order is confirmed, we’ll start designing. We will then email you the design preview for your confirmation before anything is made.
Tell us exactly how you’d like it spelled when you send your order details — and we’ll confirm it back to you before we start. We always send a design preview for approval before we engrave, so you’ll see the name on the piece before anything is permanent.
If your pet’s name includes special characters, accents, or symbols that matter to you, mention that specifically and we’ll do our best to accommodate it.
For most laser-engraved pieces, yes — dates and short text can be included. The exact options depend on the product and the available space. Check the individual product description for what each piece supports.
If you have something specific in mind that isn’t listed as an option, message us before ordering and we’ll tell you honestly whether it’s achievable.
Possibly. We take a limited number of custom commissions when our workload allows. Reach out via our contact page with a description of what you have in mind and we’ll let you know whether it’s something we can do.
Custom work typically requires more lead time than our standard products, and pricing is discussed case by case.
Yes — just add each piece to your cart and provide the details for each pet separately. If you’re ordering multiple pieces for different pets, label each set of details clearly (e.g. “Piece 1 — Muffin the cat” / “Piece 2 — Biscuit the dog”) so we can keep everything straight.
If your order hasn’t started production yet — yes, usually. Contact us as soon as possible and we’ll do what we can.
Once production has begun on a personalised item, changes may not be possible, and we may not be able to offer a refund for items that are already in progress. This is why we confirm all details before we start.
We accept all major credit (Visa, Mastercard, American Express), PayPal, Apple Pay as well as Google Pay. All transactions are processed securely through our checkout. Prices are shown in CAD unless you switch the currency at the bottom of the page.
Absolutely. Dogs, cats, rabbits, birds, horses — any beloved animal. Every pet deserves to be remembered.
Photos & Artwork
Everything about submitting your pet’s photo and what happens to it.
The best photos for engraving are clear, well-lit, and in focus — ideally showing your pet’s face front-on or at a slight angle. The more contrast in the image, the better the engraving will turn out.
Phone photos taken in natural light (near a window, outdoors) usually work very well. Dark photos taken in low light or with a busy background are harder to work with but we’ll always try.
Don’t worry if your photo isn’t perfect. Send us what you have and we’ll tell you honestly whether it will work — before we start anything. We’d rather have that conversation early than engrave something you’re not happy with.
Send us what you have. We’ve worked with a range of photo qualities and we’ll tell you honestly what’s achievable. Some lower-resolution photos can still produce a beautiful engraving — it depends on the subject and the lighting.
If the photo genuinely won’t work for an engraved portrait, we’ll let you know before you spend any money on the piece. We’d rather help you find a different option than produce something disappointing.
Your photo is used only to create your order. We do not share it, sell it, use it in marketing without explicit permission, or retain it beyond what’s needed for production.
If we share a finished product photo on social media (which we do occasionally, to show our work), we will never include your pet’s identifying information and we’ll always ask permission first.
On some products, yes — depending on the available engraving space and the quality of the photos. Message us before ordering to discuss what’s possible for the specific piece you have in mind.
For pieces like coasters where space is more limited, a single portrait typically produces the clearest result.
Of course. There’s no time limit on remembering a pet you loved. Older photos sometimes have lower resolution, so send us what you have and we’ll let you know what’s possible.
If you’re scanning an old printed photo, scanning at a high resolution (600 DPI or above) will give us the most to work with.
Every product we make is handcrafted by us in Calgary. Our laser-engraved pieces use wood, slate, and cork. We also make crystal chips earring using gemstone beads. Everything is made with real hands and real care — there are no mass-produced items in our shop.
Shipping & Timing
When it will arrive and how it gets there.
Every piece is made to order, so please allow time for both production and shipping:
Production time: 1–3 business days from when we confirm your details. Complex or multi-piece orders may take a little longer — we’ll let you know.
Shipping time (once shipped):
Canada: approximately 2–5 business days via Canada Post or Chit Chats
Remote Area: approximately 10 business days via Canada Post or Chit Chats
If you need a piece by a specific date, please message us before you order and we’ll tell you honestly whether the timeline is achievable.
No — we ship within Canada right now, so shipping to United States or international shipping are not available, but we hope to expand as we grow.
If you’re interested, feel free to message us and we’ll see what we can arrange.
Yes. When your order ships, you’ll receive an email with a tracking number so you can follow its journey to you.
If you haven’t received a shipping notification within your expected production window, please check your spam folder first, then reach out and we’ll check on it for you.
Every piece is carefully packaged to arrive safely. Fragile items are wrapped and padded. Each order includes a personal note from Michelle and Evan — always, without exception.
If you’re ordering a gift, we leave pricing information out of the package and can include your message instead of ours. Just let us know when you send your order details.
Shipping costs are calculated at checkout based on your location and the weight of your order. You’ll see the exact shipping cost before you confirm payment.
We review our shipping rates regularly to keep them as fair as possible. If you have questions about shipping costs before ordering, you’re welcome to message us.
Yes. Free standard shipping is available on qualifying orders:
Canada: Free standard shipping on orders of CAD $200 or more
Remote Area: Not applicable for free shipping
Yes! Local pickup is available by appointment. Just let us know when you place your order or reach out afterward before we shipped, and we’ll arrange a convenient time and public meeting spot.
Returns & Issues
If something isn’t right, we want to know about it.
Because every piece is made specifically for you — engraved with your pet’s name, portrait, and personal details — we’re unable to accept returns on personalised items for change of mind.
This is why we take so much care in the process: confirming your details before we start, sending you a design preview, and keeping the door open for questions throughout. By the time your piece ships, it should be exactly what you expected.
If something arrives damaged or is not what you approved — message us before anything else. We will always work to make it right.
We’re so sorry. Please email us within 7 days of receiving your order with a photo of the damage and your order number. We’ll review it promptly and arrange a replacement or refund.
We take damaged arrivals seriously and we’ll want to understand what happened so we can prevent it happening again. Please don’t throw away the damaged item or packaging before we’ve had a chance to review it.
That shouldn’t happen — but if it does, please get in touch immediately. Send us a photo of what arrived and a photo of the design you approved, along with your order number.
If the piece doesn’t match what you agreed to, we’ll make it right. Simple as that.
Coffee & Cookie
The most important members of our team.
Very real. Coffee and Cookie are two orange tabby cats, 15 years old, and they have been with Michelle through every version of her adult life. They are the reason this shop exists and the reason it’s named what it is.
Constantly and without shame. Coffee has strong opinions about when Michelle should be working and when she should be paying attention to Coffee. These opinions are enforced physically, via keyboard occupation.
If a reply from us takes slightly longer than expected, Coffee is probably involved.
The specifics remain unclear to everyone in this household. The standard seems to involve the bowl being in the right position (an angle only Cookie can identify, which changes daily), the food being the correct temperature, and the general ambience of the room meeting her requirements.
We have reached an understanding. We offer; she deliberates; eventually she eats. It is a diplomatic process.
Cookie has never once considered whether her standards are reasonable. We have stopped expecting her to.
Still have a question?
We’d rather answer ten questions
than have you hesitate.
Message us any time. We’re real people, we understand what you’re carrying, and we’re always glad to help you find the right thing — even if that means talking you out of a purchase that isn’t right for you.