FAQ
Short answers aligned with our Reference and Shipping pages. We reply within 1–2 business days.
- Do you print before I approve?
- No. Nothing is printed until you approve the sculpt. We send a preview first. Print, finish, and ship start only after your approval.
- How long for a custom piece?
- We reply to briefs within 1–2 business days with scope and a quote. Preview timing depends on the piece — often within a few days of a complete brief. After approval, shipping usually lands in roughly two to five weeks, confirmed with your quote. Complex hair, fabric, or multi-figure work takes longer.
- What photos work best?
- Use even, soft light. Include a clear front view and at least one three-quarter angle. Keep the subject large in the frame. For pets, a side profile and a face-on shot help. For groups, send the composition you want plus close-ups. Drawings are welcome for concept pieces. See the Reference page for the full guidelines.
- Can I return custom work?
- Custom work carries labor. After you approve the sculpt, we do not accept returns or refunds except for manufacturing defect — broken in transit, print failure, or finish error on our side. Contact us with photos within 7 days of delivery for defect review. Ready pieces: unused items may be returned within 14 days in original condition; postage back is yours unless the item arrived damaged. See Shipping for the full policy.
- Ready vs custom lead times?
- Ready pieces have no custom sculpt. They ship on the lead times listed on their product pages — often within about a week. Custom commissions move through brief, quote, sculpt preview, approval, then print and finish. Preview and ship windows are confirmed with your quote. Free postage on orders over $200.