Shipping Policy

Last Updated: August 30, 2026

At Toujours, we understand that some of the packages traveling between you and us carry something that cannot be replaced. We have designed our shipping process with care, clear tracking, and thoughtful handling at every stage.

This Shipping Policy explains how Collection Kits, pet hair or fur, ashes, and completed Toujours pieces are shipped.

1. Where We Ship

Toujours currently ships within the United States.

At this time, we do not recommend sending pet hair, fur, ashes, or other keepsake material internationally unless an international order has been specifically approved by Toujours in advance. Regulations regarding animal-derived materials and cremated remains vary by country and may affect whether a shipment can legally enter or leave a destination.

International availability for finished products that do not contain customer-provided material may be offered separately where available.

2. The Toujours Shipping Journey

For personalized keepsakes requiring your pet’s hair, fur, or ashes, your order generally involves three stages:

  1. Your Collection Kit travels from Toujours to you.
  2. Your keepsake material travels safely to Toujours.
  3. After your piece has been handmade, your completed keepsake travels home to you.

Production time is separate from shipping time and begins only after your keepsake material has been safely received, identified, and prepared for production.

3. Your Collection Kit

After your eligible personalized order is placed, we will prepare and ship your Toujours Collection Kit to the address provided at checkout.

Your Collection Kit may include:

  • Collection pouch and protective inner bag or container
  • Collection instructions
  • Prepaid return shipping materials, when included with your order
  • Return label
  • Additional materials related to your Toujours experience

You will receive tracking information when your Collection Kit has been dispatched.

Please inspect your Collection Kit when it arrives. If anything appears damaged, missing, or incorrect, contact us before sending your pet’s material.

4. Sending Pet Hair or Fur to Toujours

For hair- or fur-only pieces, please follow the instructions provided inside your Collection Kit.

Hair and fur must be completely dry before being sealed for shipment. Please place the requested amount inside the provided protective bag or container, seal it securely, place it inside the Toujours pouch, and then place the pouch inside the provided return packaging.

Whenever a prepaid return label is provided, please use that label rather than purchasing separate postage. This allows us to associate the shipment with your order and monitor its journey.

We strongly recommend sending only the amount requested in your Collection Kit rather than all of the fur you have saved.

5. Sending Ashes to Toujours

Ashes require a different shipping process from ordinary hair or fur.

Domestic human and animal cremated remains may only be mailed through USPS Priority Mail Express using the required USPS cremated-remains packaging and preparation requirements. USPS requires a strong, durable, sealed and sift-proof inner container with appropriate cushioning and its designated Priority Mail Express Cremated Remains outer packaging.

If your order includes ashes, Toujours will provide instructions for the required shipping process.

Please:

  • Use only the designated container and shipping materials.
  • Follow the enclosed packing instructions carefully.
  • Use the provided or approved USPS Priority Mail Express label.
  • Do not substitute UPS, FedEx, or another carrier for an ashes shipment.
  • Do not place loose ashes directly into the outer shipping package.
  • Send only the amount requested for your keepsake.

USPS states that it is the only U.S. shipping company that ships human or pet cremated remains domestically.

If you have questions or feel uncertain at any point, please contact us before mailing the package.

6. How Much Material Should I Send?

Please follow the quantity instructions included with your Collection Kit.

For fur or hair, we generally request a small, loose bundle with enough additional material to allow our artisan to arrange and, if necessary, remake the handmade resin component.

For ashes, only a small amount is required for most pieces. The exact recommended amount will be shown in your Collection Kit instructions.

Please do not send your pet’s entire supply of fur, hair, or ashes.

Because these materials may be irreplaceable, we strongly encourage you to retain a meaningful portion safely at home.

7. When Your Material Reaches Us

When your package arrives, we will receive and identify the material according to our internal handling process.

Once it arrives safely with us, the handmade journey begins.

Production timelines vary depending on the design, material, complexity, and level of personalization. Estimated production times shown on our product pages are estimates rather than guaranteed completion dates.

Because every personalized piece is made individually, additional time may occasionally be required to achieve the appropriate finish or remake a handmade component.

We believe taking the necessary time to create your piece properly is more important than rushing something so personal.

8. Shipping Your Finished Piece Home

Once your piece is complete, it will be carefully prepared, packaged, and sent home to you, made to be kept close.

Finished pieces containing hair or fur may be shipped using USPS, UPS, FedEx, or another shipping service selected by Toujours based on the order, destination, value, and shipping option.

Finished jewelry or keepsakes containing cremated remains require special handling. USPS rules require domestic shipments containing cremated remains, including keepsakes and jewelry containing cremated remains, to travel by Priority Mail Express under applicable cremated-remains requirements.

Tracking information will be sent when your completed order ships.

9. Shipping Charges

Applicable shipping charges are displayed at checkout or included in the price of the product where specifically stated.

Certain personalized orders may include:

  • Shipment of the Collection Kit
  • Prepaid inbound shipping for your keepsake material
  • Final shipment of the completed piece

Ashes orders may have higher shipping costs because of mandatory USPS Priority Mail Express requirements.

Any expedited shipping upgrade affects transit time only. It does not shorten the handmade production period unless Toujours specifically offers and confirms a rush-production service.

10. Tracking

Tracking information will be provided for trackable shipments whenever available.

Please monitor tracking for:

  • Your Collection Kit
  • Your prepaid inbound shipment
  • Your completed Toujours order

Carrier tracking may occasionally take time to update after a package has been accepted.

If tracking has not updated for an unusual period, please contact us and we will help review the shipment.

11. Please Verify Your Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

Before submitting your order, please confirm:

  • Recipient name
  • Street address
  • Apartment, suite, or unit number
  • City and state
  • ZIP Code
  • Email address
  • Phone number, when requested

If you notice an error, contact us as soon as possible.

We will make reasonable efforts to update the address before shipment, but we cannot guarantee that changes can be made after a shipping label has been generated or a package has entered the carrier network.

12. Returned-to-Sender Packages

If a package is returned to Toujours because of an incorrect or incomplete address, failed delivery attempts, refusal, or another issue outside our control, we will contact you regarding reshipment.

Additional shipping charges may apply before the package can be sent again.

For packages containing ashes or other irreplaceable materials, we will take additional care to determine the appropriate compliant reshipping method.

13. Signature Requirements

Because some Toujours pieces are personalized, irreplaceable, or high in value, signature confirmation may be required for certain shipments.

Signature requirements may depend on:

  • Order value
  • Jewelry type
  • Whether the piece contains ashes
  • Shipping destination
  • Carrier requirements
  • Insurance requirements

If a signature will be required, tracking information will normally indicate this.

Please arrange for someone to be available to receive the shipment or use any delivery-management options offered by the carrier.

14. Shipping Delays

Carrier delivery dates are estimates unless the carrier expressly guarantees a particular service.

Weather, natural disasters, holidays, transportation interruptions, carrier volume, incorrect addresses, security events, and other circumstances beyond Toujours’ control may cause delays.

We will always do our best to help locate or resolve a delayed shipment, particularly when it contains customer-provided keepsake material.

However, carrier transit delays do not automatically indicate that a shipment has been lost.

15. Lost Packages

We understand that a delayed package containing pet hair, fur, ashes, or a completed personalized piece can be especially distressing.

If tracking suggests that a package may be lost, please contact us promptly.

Toujours will work with the applicable carrier to initiate a trace, inquiry, or claim where appropriate.

Please do not send replacement keepsake material until we have reviewed the status of the original shipment with you.

Because hair, fur, ashes, and individually handmade pieces may be irreplaceable, replacement options will be evaluated individually based on the circumstances of the shipment and the material available.

16. Packages Marked “Delivered” but Not Received

If tracking shows that your package was delivered but you cannot locate it:

  1. Confirm that the shipping address on your order is correct.
  2. Check around the delivery location, mailbox, parcel locker, front desk, household members, and neighbors where appropriate.
  3. Allow a short period for carrier scanning discrepancies.
  4. Contact the carrier if the package still cannot be located.
  5. Contact Toujours so we can assist with the available shipping information.

Please notify us as soon as possible after a delivery issue is discovered.

17. Damaged Packages

If your Collection Kit or completed order arrives damaged, please photograph:

  • The outer shipping carton or mailer
  • The shipping label
  • Any visible exterior damage
  • Interior packaging
  • The damaged product or components

Contact us at shpping@toujourspets.com within 3–5 days of delivery and retain all original packaging while we review the issue.

Do not discard damaged shipping materials until we confirm that they are no longer needed, as the carrier may require them for a claim.

If a package containing your keepsake material is damaged while traveling to us, we will contact you before proceeding with production whenever the condition of the contents requires discussion.

18. Theft After Delivery

Once a carrier marks a package delivered, delivery disputes may require investigation with the carrier.

For high-value orders, Toujours may use signature confirmation, additional insurance, or other delivery safeguards.

If you believe a delivered package was stolen, please contact us and the carrier promptly. Depending on the circumstances, additional documentation or a police report may be requested as part of a carrier or insurance claim.

19. P.O. Boxes and Alternative Addresses

Some shipping methods, high-value shipments, signature services, or carrier requirements may not support all P.O. Box addresses.

If your selected shipping method cannot be delivered to the address provided, we will contact you for an alternative address before shipment.

20. Changes After Shipment

Once a package has entered the carrier network, Toujours may not be able to change its destination, redirect it, or stop delivery.

Any carrier fees associated with an approved address correction, interception, or reshipment may be the responsibility of the customer where permitted.

For shipments containing ashes, redirects or changes must also comply with USPS cremated-remains requirements.

21. Holidays and Peak Periods

During holidays, severe weather, or periods of unusually high carrier volume, shipping and tracking updates may take longer than normal.

Handmade production times may also be extended during high-volume periods. When possible, updated estimated timelines will be communicated on our website or during checkout.

If your keepsake is intended for a particular date or occasion, we recommend ordering well in advance.

22. Customs, Duties, and International Orders

When international shipping is offered for an eligible product, the customer is responsible for any applicable customs duties, import taxes, brokerage fees, or local charges unless otherwise stated at checkout.

Customer-supplied pet hair, fur, ashes, and other animal-derived material may be subject to additional import and export restrictions. We therefore do not accept international keepsake-material shipments unless Toujours has expressly approved the order and shipping process in advance.

Approval of an international order does not guarantee that customs authorities will permit a particular material to enter a destination country.

23. Irreplaceable Materials

We recognize that pet hair, fur, ashes, photographs, and other materials entrusted to us may have emotional significance far beyond their monetary value.

We design our collection and shipping process to reduce unnecessary handling and risk. Even with careful procedures, no postal or transportation system can eliminate every possibility of delay, damage, or loss.

For that reason, please never send all of an irreplaceable material when only a small amount is needed for your piece.

24. Questions About Shipping

If you are unsure how to prepare your Collection Kit, which material to send, or which shipping method applies to your order, please contact us before mailing anything.

We would much rather answer a question before the journey begins than have you feel uncertain after your package is already on its way.

Email: info@toujourspets.com