Frequently Asked Questions

Thoughtful answers for choosing, ordering, and caring for Pyracrystal pieces.

Shipping & delivery

How long will my order take?

Orders are normally prepared within 4–6 business days after purchase confirmation and payment. After dispatch, standard shipping is estimated at 12–15 days and express shipping at 5–8 days. Some customised or made-to-order pieces may have a different lead time shown on the product page.

How much is shipping?

Standard shipping is USD $7.99 and express shipping is USD $15.99. Eligible orders of USD $100 or more, or the displayed equivalent in your selected currency, receive free express shipping. Final availability and charges are confirmed at checkout.

Where do you ship?

We deliver to selected destinations across North America, South America and the Caribbean, Europe, Asia, Oceania, the Middle East, and Africa. See our Shipping & Delivery page for the current country list.

How can I track my order?

When tracking is available, you will receive a dispatch email with carrier details. Tracking may take a short time to update after collection.

Will I pay duties or import taxes?

Cross-border orders may incur local duties, taxes, or handling fees. Unless checkout states otherwise, these charges are the recipient’s responsibility.

Products & materials

Are natural stones identical?

No. Natural gemstones vary in colour, pattern, clarity, and shape. These variations are part of their character and do not normally indicate a defect.

Are some products customised?

Yes. Selected products are customised, personalised, or made to order. This will be identified on the relevant product page. Once production has begun, changes may not be possible, and statutory withdrawal rights may not apply to goods made to your specifications or clearly personalised where permitted by law.

Are Pyracrystal pieces suitable for every pet?

Fit, temperament, and intended use matter. Follow the product description and size guide, supervise your pet, and discontinue use if a piece becomes damaged or causes discomfort. Decorative crystal pieces are not chew toys and do not replace functional safety equipment unless expressly stated.

Do crystals provide medical benefits?

References to ritual, intention, and symbolism describe personal and cultural traditions. Pyracrystal products are not medical or veterinary devices and are not intended to diagnose, treat, cure, or prevent any condition.

Orders

Can I change or cancel an order?

Email support@pyracrystal.com as soon as possible. We will try to help before preparation or customisation begins, but changes cannot be guaranteed once work has started or the order has shipped.