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Frequently Asked Questions (FAQ)
Everything you need to know about choosing an urn, ordering, shipping, personalization and service
1. Choosing the right urn & size
What size urn do I need for my pet?
The right urn size depends on your pet's normal live weight, before any weight loss due to illness. The following values are a rough guide:
- Up to 1 kg live weight: approx. 0.15–0.20 liters
- Up to 5 kg live weight: approx. 0.50 liters
- Up to 10 kg live weight: approx. 0.70 liters
- Up to 15 kg live weight: approx. 1.00 liter
- Up to 25 kg live weight: approx. 1.50 liters
- Up to 35 kg live weight: approx. 2.00 liters
- Up to 45 kg live weight: approx. 2.50 liters
- Up to 60 kg live weight: approx. 3.00 liters
- Over 60 kg live weight: approx. 4.00 liters
Tip: The exact amount of ashes depends, among other things, on how finely the crematorium grinds them. As a rough rule of thumb, you can expect about 20 to 50 grams of ashes per kilogram of live weight.
Example: A dog with a live weight of 20 kg leaves about 400 to 1,000 grams of ashes. Depending on how finely they are ground, this corresponds to a volume of approx. 1.0 to 1.5 liters.
This calculation is only meant as a first orientation. Every urn has its own shape and design, so each product page states exactly which live weight range (from … to … kg) the model is suitable for, e.g. for the 0.5 or 1.5 liter version. The information on the product page always applies. You will find more details in our urn size guide.
If your pet's weight is right at the limit between two sizes, or if you would like to place the ashes in the urn together with the ash bag, please choose the next larger size to be on the safe side.
Example: A dog with a live weight of 20 kg leaves about 400 to 1,000 grams of ashes. Depending on how finely they are ground, this corresponds to a volume of approx. 1.0 to 1.5 liters.
This calculation is only meant as a first orientation. Every urn has its own shape and design, so each product page states exactly which live weight range (from … to … kg) the model is suitable for, e.g. for the 0.5 or 1.5 liter version. The information on the product page always applies. You will find more details in our urn size guide.
If your pet's weight is right at the limit between two sizes, or if you would like to place the ashes in the urn together with the ash bag, please choose the next larger size to be on the safe side.
Are the urns suitable for the garden or outdoor use?
Not every urn is frost-proof and weatherproof. Our product descriptions clearly state whether a model is suitable for the garden (e.g. specially sealed ceramics) or intended for indoor use only (wooden, ceramic, metal or plastic pet urns).
How do I fill a pet urn?
The crematorium usually returns the ashes in a sealed ash bag. This is how you place it in the urn:
- Carefully guide one corner of the ash bag into the opening of the urn.
- Gently rock the urn back and forth so that the bag slides in without pressure.
- Close the lid. For wooden, ceramic, metal or plastic pet urns, you can seal the lid permanently with a little silicone or superglue if you wish.
You can also leave the filling to your pet funeral service or crematorium. Many crematoriums offer this service free of charge.
2. Ordering & process
How do I order a pet urn online?
Ordering a pet urn takes 5 simple steps:
- Create a customer account: Open a customer account with a valid phone number and email address. This is important for personalized urns: if anything needs to be clarified, we can reach you quickly and send you the design for approval.
- Choose your urn: Select a pet urn in our shop and add it to your cart.
- Add a personalization: If you would like a personalized urn, choose the personalization in the category “Personalize” and add it to your cart as well.
- Checkout & payment: Click on “Checkout”, select the shipping method and delivery address, then your preferred payment method. You can leave us a message in the “Your remarks” field. Clicking “Continue” takes you to the payment provider.
- Confirm your purchase: When you are back in our shop, check your details and complete the order by clicking the button “Order with obligation to pay”. Without this click, the order is not placed.
If you have any further questions, please send us an email.
Do I have to buy the urn from my pet funeral service?
No. You are free to choose where you buy the urn for your beloved pet. You can simply order it from us and, if you wish, have it delivered directly to your pet crematorium or funeral service.
3. Shipping costs, delivery time & carriers
Are shipping costs included in the price?
All prices at Tierurnen Profi are final prices. Delivery within Germany is free of charge, with no further costs for you.
For shipping costs within the European Union, please see our shipping & payment conditions. Outside the European Union, additional costs such as customs duties and import VAT may apply.
For shipping costs within the European Union, please see our shipping & payment conditions. Outside the European Union, additional costs such as customs duties and import VAT may apply.
Can I choose the carrier, and how long does delivery take?
Unfortunately, you cannot choose the carrier. We ship both ourselves and from several central warehouses, so we have no influence on which transport company delivers your parcel.
Delivery times at a glance:
Delivery times at a glance:
- Within Germany: usually 2–5 working days for items in stock without personalization
- All other European countries: usually 3–7 working days for items in stock without personalization
Can the urn be delivered directly to my pet crematorium?
Yes, of course. During checkout, simply enter the address of your pet funeral service or crematorium as the delivery address.
4. Lettering, photos & personalization
How does vinyl lettering work?
Enter the text you would like (name, dates, a motif or a saying) directly on the product page. We produce the lettering exactly to your specifications, using high-quality, durable vinyl that is carefully applied to the urn by hand.
How does laser engraving work?
During laser engraving, the top layer of the urn material is precisely removed by the laser. This reveals the base material underneath and creates an elegant, lasting and individual contrast:
- Ceramic & plastic urns: Removing the surface reveals the base glaze underneath, so the engraving always appears in an elegant white tone.
- Metal urns: The laser removes the paint layer and exposes the metal underneath, creating a fine metallic engraving.
- Wooden urns: The laser creates a natural, subtle burnt look (darker coloring) that beautifully underlines the warm character of the wood.
Will I receive a proof before production?
Yes. For individually designed pet urns, we send you a digital proof by email. Production only starts after your explicit approval.
How do I send photos for a photo urn?
Image files are often compressed during the ordering process. We therefore ask you to send your photo right after placing your order by email to info@tierurnen-profi.de, stating your order number.
Important notes on your photo:
Important notes on your photo:
- Please make sure the photo was taken with some distance. Close-ups or tightly cropped pictures are difficult to fit to our print and design templates – the main subject needs some space around it for a perfect crop.
- Feel free to send us 2–3 pictures to choose from. We will check free of charge which one works best, technically and visually, for the photo shape on your urn.
Are special requests such as individual symbols or texts possible?
Individual special requests are possible after we have checked them. Please contact us by email before ordering. We will check whether your request can be realized on the urn model you have chosen and let you know about any additional costs.
5. Reviews & complaints
Where can I find external reviews of Tierurnen Profi?
We deliberately do not use external review platforms, for the following reasons:
See for yourself and become one of our satisfied customers!
- Insufficient options for feedback
- No individual advice
- No guarantee of quality
- No direct communication with the company
- Reviews cannot be verified (risk of inaccurate or false information)
See for yourself and become one of our satisfied customers!
Can a personalized urn be cancelled or returned?
As soon as an individual personalization such as vinyl lettering, laser engraving or a photo transfer has been made, the statutory right of withdrawal no longer applies to the personalized pet urn. Undamaged standard items (in stock) without personalization can be returned within the scope of the right of withdrawal.
What if the urn arrives damaged?
We pack every delivery with the greatest care, but damage can still occur during transport. If your pet urn arrives damaged, please let us know as soon as possible after receiving the parcel – ideally on the day of delivery. Simply send us an email with your order number and clear photos of the damaged urn and of the damaged outer packaging. This allows us to report the damage to the carrier quickly and find a solution for you.
Do you have a question?
We are here for you, especially in this difficult time. Please write to us at info@tierurnen-profi.de or use our contact form.