Frequently asked questions

What exactly am I buying?

A hand-painted figurine of your pet, created from a pet-shaped base and painted by hand to match the photos you send. It is not sculpted from scratch, and it is not a 3D-modelled one-of-a-kind sculpture. We say this plainly because we'd rather you expect the right thing.

Will it look exactly like my pet?

Our artists match coat colours, markings, eye colour and the small details you tell us about. Hand-painting is a human craft, so it will be a faithful likeness rather than a photograph. That's why you review real photos of the finished piece before it ships — and we correct anything that's noticeably off.

What sizes and materials do you use?

Exact dimensions, material and weight are being confirmed with our workshop and are not published yet. We would rather leave the field blank than invent numbers you might rely on. If a specific size matters for a shelf or a gift, ask us before ordering and we will tell you what we know.

How many pets can I order?

One or two figurines per order — each figurine gets its own photo set and notes, and each is approved separately, so a two-pet order is not shipped until both are approved. Need more than two? Message us and we will quote it.

What makes a good photo?

A clear, well-lit photo of your pet's face looking towards the camera, with the eyes visible. A side profile helps with body shape, and a close-up helps with markings. Avoid heavy filters, blurry shots, and photos where the face is in deep shadow. Phone photos are completely fine.

Do you accept iPhone photos (HEIC)?

Yes. Upload HEIC straight from your camera roll and we convert it for you in the browser — no settings to change. If your browser cannot decode HEIC (some desktop browsers can't), we tell you straight away and you can either open the page in Safari or email the photos to us.

How big can the files be?

Up to 10MB per photo, and up to 6 photos per pet. You must upload at least one. Large photos are downscaled automatically so uploads stay quick.

Where do you ship?

Within the United States only, for now. We collect a full US shipping address at checkout and check it before payment is taken — we would rather turn an order away than take money for a parcel we cannot deliver.

Who can see my photos?

Only the people who paint your figurine and our customer care team. Photos are stored privately — they are not publicly accessible, not indexed, and never used in advertising or on social media without asking you first. See our Privacy Policy.

What happens to my photos afterwards?

We keep them while your order is active and for a limited period afterwards for support and reprints, then delete them. You can ask us to delete them sooner — see the Privacy Policy.

How does the approval step work?

When your figurine is finished, we email you real photos of the actual piece, with a private link. You either approve it or tell us what to adjust. We do not ship until you approve.

Can I reply "OK" to the email instead?

Yes. A team member reads every reply and records your approval manually against the exact photo version you were shown. Your reply is kept as the record. We do not use an automated filter that approves anything containing "OK".

How many changes can I request?

One round of reasonable colour or detail adjustments is included in the price — for example eye colour, a marking that's missing, or a collar colour. This is not unlimited redesign: changing the pose, the base shape, or adding new elements is outside what the price covers, and we'll tell you honestly if a request falls outside it.

What if you made a mistake?

If the figurine doesn't match the photos and notes you gave us, we fix it at our cost. That's our responsibility, not yours.

What if I never reply?

We send one reminder 48 hours after the approval email. After that, a team member follows up personally. We will not ship without your approval, and we will not silently cancel your order either — we'll keep trying to reach you.

How long does it take?

Your order moves through four stages, and it waits on you at one of them:

1. Hand-painting — starts once your photos are in. This is the slow part, because it is done by hand.
2. Photos to you for approval — you usually get these within a couple of days of us sending them; how fast you reply is up to you.
3. Packing and dispatch — happens only after you approve.
4. International transit — varies by destination and customs, and is outside our control.

We are finalising confirmed production and transit times with our workshop and carrier. Until those are verified we will not print a delivery date we cannot stand behind — an honest "check your order page" beats a promise that turns into a refund request. You get an email at every stage.

How much is shipping?

Free, on both prices, included in what you see. You will not be charged shipping at checkout.

Free shipping covers delivery. It does not cover import duty or tax if your country levies one on the parcel — that is separate and paid by the recipient.

Do I pay customs or import duties?

Possibly. Any import duties, taxes or customs fees charged by your country are the recipient's responsibility and are not included in our price. Most small personal packages arrive without extra charges, but we can't guarantee it.

Do you ship internationally?

We currently sell to customers in the United States. If you're elsewhere, ask us before ordering.

How do I get my tracking number?

By email, as soon as your parcel is handed to the carrier. It also appears on your order page.

How do I pay?

With PayPal. You can pay with your PayPal balance, a linked bank account, or a debit/credit card through PayPal's checkout. We never see or store your card details.

Can I cancel?

Yes, before we start painting. Because each piece is made specifically for you, once hand-painting has begun a cancellation may not be possible in full. Read the Refund & Revision Policy for exactly how this works — and if you're unsure, just ask before ordering.

What if it arrives damaged?

Send us a photo within 7 days of delivery and we'll make it right — a replacement or a refund. See Refunds & Revisions.