FAQs
Frequently Asked Questions
Service
Will seeing the custom pet make me sad?
While parting with our loved ones is an inevitable part of life, our creations aim to commemorate the beautiful memories and emotional bonds you shared with your pet, ensuring they are never forgotten.
How long will it take to receive my order?
The delivery time depends on the complexity and the number of orders in the queue. Since our shop is newly opened and not yet overloaded with orders, the earlier you place your order, the sooner you will receive your custom creation.
How closely will the custom pet match my real pet?
We understand the deep bond you share with your pet and strive to create a highly realistic representation. However, as handcrafted items can't be identical to the pet itself, our goal is to achieve over 85% similarity in each custom piece.
Can I include my pet’s fur and whiskers in the custom creation?
Yes, you can. You can mail us your pet’s fur and whiskers, which we will incorporate into your custom piece. In wool felt creations, these materials will be directly applied to the doll, while for leather engravings, they will be included in a small leather pouch attached to the artwork.
How can I request modifications to ensure satisfaction?
During the creation process, we will send you photos and videos to confirm the structure, fur color, and other details. We will only proceed with shipping once you are completely satisfied.
Will the custom creation have any scent?
Wool felt creations framed in wood may have a natural wool scent combined with the aroma of the wooden frame if you choose a solid wood option.
Can you create other animals besides cats and dogs?
Yes, we can. Please consult with our customer service team for more details.
Can you make miniature versions for desktop decorations or keychains?
Yes, we are expanding our product range based on customer demand and will continue to update our website with new options.
Payement
How can I place an order and make a payment?
Our website is currently under construction, and we are working diligently to resolve this issue. To place an order, please contact our customer service team directly.
Do You Ship Internationally?
Yes, we ship to various countries to cater to our international customers. For information on international shipping fees, please contact our customer service team.
Refund policy
How can I request a refund?
After placing an order, we will provide you with a delivery date. If you request a refund within one month of the delivery date, 50% will be refunded. For refund requests made more than one month before the delivery date, a full refund is available.
How can I return a product?
Our products are custom-made and therefore non-returnable. However, if your product has a quality issue, you can mail it back to us, and we will repair it for you.
Can I return or exchange the goods after receiving them?
All customized products are non-returnable, and we can help you adjust and modify them for free.
Is your product covered by a warranty?
Yes, we provide a 5-year free warranty for product quality issues. Man-made damage requires an appropriate warranty fee based on the specific circumstances.