Shipping Policy

Last updated:

The short version

Shipping is free on every order and is included in the price you see. Nothing ships until you have approved photos of your finished figurine. We ship to the United States.

When your order ships

Every figurine is hand-painted to order, so there is a production period before shipping. Your order moves through these stages, and we email you as it does:

Your approval is a hard requirement. We will not dispatch a figurine you have not approved, no matter how long that takes. If you need it by a certain date, tell us before ordering so we can be honest about whether it's possible.

Timing

We deliberately do not publish a guaranteed delivery window. Hand-painting time varies with detail and workload, and international transit and customs clearance are outside our control. We would rather under-promise and keep you informed than print a number we can't stand behind.

What we do commit to: an email at every stage, a tracking number when your parcel is handed to the carrier, and a real person answering if you ask where things stand.

Carriers and tracking

We use commercial cross-border postal and courier services selected per destination. Your shipping confirmation email contains the carrier name, the tracking number, and a tracking link where one is available. Tracking sometimes shows no movement for several days on international routes — that's normal, and it doesn't mean anything is wrong.

Address accuracy

Please check your address carefully at checkout. If you spot a mistake, contact us immediately — we can correct it before dispatch. Once a parcel is in the postal system, an address change usually isn't possible, and a parcel returned to us as undeliverable may require a reshipping fee.

We are not responsible for delays or non-delivery caused by an incorrect address supplied at checkout, or by a recipient being unavailable to receive the parcel.

Customs, duties and taxes

Your order is shipped from outside the United States. Any import duties, taxes, VAT or customs clearance fees levied by your country are the recipient's responsibility and are not included in our price. We cannot mark parcels as gifts or under-declare value — that's not legal, and we won't do it.

If a parcel is held or destroyed by customs because duties weren't paid, we cannot refund it. If you're concerned about duties for your country, ask us before ordering.

Packaging

Figurines are packed with protective padding in a rigid box to survive international transit. If your parcel arrives visibly damaged, photograph it before opening fully where possible, and contact us within 7 days — see the Refund & Revision Policy.

Lost or delayed parcels

If tracking has shown no movement for an extended period, contact us and we will open a trace with the carrier. Where a parcel is confirmed lost in transit, we will replace it or refund you. We ask for your patience while a carrier investigation runs — these typically take a few weeks.

Questions

Email us through the contact page. Include your order number (it looks like PP-ABC123) so we can find you quickly.