Frequently Asked Questions
Can a customer make a special order request?
Yes, all of our Custom shadow boxes are special orders. There are many different ways we can design your special keepsake. Go to the Products page and select Shadow Boxes, then select Custom. There is a dropdown via which you can select the items you would like to send to us to be included in your shadow box. If you do not want to send your pet's collar by mail, we can design around the collar and instruct you on how to attach the collar in the area left for that purpose.
What are the differences among the Custom, Standard, and Milestone shadow boxes?
Our Custom shadow box option enables the you to select from numerous sizes of shadow boxes in up to ten finishes and to select personal keepsake items that you want to send to us to include in your shadow box (If you don't see an item that you want included in your shadow box, just let us know). Selection of a Custom shadow box also provides you with the option of purchasing a custom portrait and/or custom poem and other special decorative items that can be selected from a list. With a Custom shadow box, you can also choose to write your own pet story and/or poem to be included in your box. We will take the time to work with you to deliver exactly the shadow box that you envision.
Our Standard shadow box option allows you to choose from two sizes of shadow boxes, up to four shadow box finishes, multiple backgrounds, and eight standard poems. Full instructions and materials will be provided to you to enable you to easily complete your shadow box by inserting your pet's photo (behind the mat frame) and collar.
Our fun Milestone shadow boxes are designed to be "what-you-see-is-what-you-get"; there are no selections to be made. All Milestone shadow boxes measure 12"x12"x2". Each Milestone shadow box includes a poem written for that particular shadow box design. Completion of your Milestone shadow box simply involves your adding your special photo behind the mat frame included in the shadow box.
Does behind this collar use your personal information for anything other than distribution of their products?
Never! All customer and affiliate information is kept confidential.
How long does it take to get my order?
4-6 weeks if the custom box is designed to include a custom portrait and/or poem.
10-14 business days for all other custom orders.
7-10 business days for Standard and Milestone orders.
If I choose to order a Custom Box, how will I go about shipping my precious cargo to behind this collar?
Once you place your order, we will mail to you a padded shipping envelope that includes a pre-addressed, pre-paid shipping label from our shipper, UPS. You will simply include in the envelope the items you wish to have featured in your custom shadow box and mail the envelope back to us via UPS.
You may decide whether you want to ship your pet's collar or not. If you decide you don't want to send it, please check the box that indicates you would like to place the collar yourself. Please select the size of your pet's collar, so we can take that into consideration during our design process.
All completed shadow boxes will be carefully hand-packaged for protection from shipping damage and shipped to you in a sturdy UPS box.
All shipping can be tracked through UPS; there are several shipment selections to choose from. SHIPPING IS FREE for all orders over $200.00.
How does someone become an affiliate?
If you have an interest in becoming a behind this collar affiliate, please click About Us on the red toolbar, then select Become an Affiliate. Someone from our marketing department will contact you.
Will you have other products to offer?
Yes, expect to see urns, pet charms, frames, and other specialty items in the not-too-distant future. We have big plans!
What if I would like to give a shadow box as a gift?
We offer gift certificates. Please visit our Gift Certificate Page for information. We will mail the gift certificate, which includes a purchase code, to the recipient for you, along with a personal message from you. The recipient will receive a welcome letter from us including instructions for accessing our website and utilizing their gift certificate code to place their order. If they would like to spend more than the gift certificate amount, they can do so and just pay the difference between the gift certificate amount and the total purchase amount via debit or credit card.
What if we need something before the designated shipping time?
We do take rush orders if time permits. Please call or e-mail us with your request.
Can we see a proof of the custom portrait before it is finalized?
Yes, Frank will send a proof via e-mail before the final product is shipped to ensure your satisfaction with the final portrait.