1. Customization Basics

Q1: What pets can you customize?

Do you accept exotic pets?We specialize in custom wool felt artwork for all furry animals, including cats, dogs, rabbits, horses, hamsters, chinchillas and more.For exotic pets and special large breeds, please do not place an order directly. Contact our support via email in advance to confirm feasibility first.

Q2: Can I order a memorial piece for my passed away pet?

Yes, absolutely.We focus on pet memorial custom artwork. As long as you provide clear photos and videos, we can artistically restore your pet’s look and features for a lasting keepsake.

Q3: Why are your custom pieces priced higher?

All pieces are 100% handcrafted without mass production. Each artwork takes many hours of detailed work on fur, facial features and expressions with high craftsmanship.It is a one-of-a-kind private custom piece that cannot be resold, carrying both artistic and sentimental value, different from ordinary mass-produced goods.

Q4: Why does production take 6 – 8 weeks?

Wool felt making involves complex hand sculpting, layered felting and detailed retouching without rushed mass production.To perfectly restore your pet’s features and ensure artwork quality, our standard production time is 6–8 weeks. Complex or large custom orders will take longer.

Q5: What photos do I need to provide for customization?

Please prepare at least three clear original photos: front view, side view and full body view, with good lighting and focus to show fur color, markings and facial features. You may also provide reference videos.Clear photos help us capture your pet more accurately. If the photos are blurry or incomplete, we may contact you for better references before production begins.

2. Order Progress & Modification Rules

Q6: How can I check my order progress during production?

We will update your order progress by email at key production stages automatically.You may also contact our support via your order email anytime to check the latest status.

Q7: Can I change my requirements after ordering? How many revisions are allowed?

1. Within 24 hours after order confirmation before production starts: free modification for pose, fur color, expression, size and other details;

2. After 24 hours once production begins: no major changes on pose, fur color, expression, size or pet breed are allowed;

3. If you insist on major changes, we will negotiate rework fees based on material loss and working hours, and production time will be extended;

4. After completion, two free minor adjustments are included, only for small details and partial color correction without changing the overall design.

Q8: Can you make an exact 100% copy of my photo?

Handmade artwork cannot be an exact 100% copy of the photo. Slight natural differences are part of wool felt art and not considered quality defects. We will fully restore your pet’s key features and overall temperament.

3. Final Confirmation & After-sales

Q9: What is included in the two free minor adjustments?

Free adjustments are limited to partial tweaks without changing the overall structure: minor color correction, slight fur detail adjustment and small accessory changes. Overall pose, shape, size and main color changes are not included.

Q10: Can I get a refund or remake if I feel the piece does not look similar enough?

Because each piece is handmade, small artistic differences are natural. If there is a clear mismatch with the confirmed details, we’ll review it carefully and offer reasonable adjustment options before shipping.We only accept claims for objective craftsmanship defects or serious deviation from your custom request.

4. Shipping & Delivery

Q11: How long will I receive my order? How is the delivery time calculated?

Total delivery time = Production (1.5–2 months) + 2–3 business days processing + 7–14 business days international shipping.Processing includes quality check, standard packaging and customs clearance. Estimated time does not include customs delays or force majeure.

Q12: What if my package or product is damaged during shipping?

If the product is damaged due to courier issues, contact us with clear photos/videos within 72 hours after delivery, and we offer free repair service.

Q13: Who is responsible for lost packages caused by wrong address or address change after shipment?

All losses, extra shipping fees and delivery issues caused by incorrect address or address change after shipment are solely the customer’s responsibility. We will assist with courier communication but take no liability.

5. Payment & Refund Policy

Q14: What payment methods do you accept? Do I need a PayPal account?

We only use PayPal as payment processor. No PayPal account required. You can pay directly with Visa, Mastercard, Amex, Discover, Apple Pay, Google Pay or international bank transfer. All prices are in USD; other currencies will be converted by real-time exchange rate.

Q15: Why is the PayPal transaction fee deducted from refunds?

PayPal transaction fees are non-refundable. Even if we issue a full refund, the fee will not be returned by PayPal. For customer-initiated cancellations, the transaction fee will be deducted from the refund amount.

Q16: What is your order cancellation and refund policy?

1. Cancel within 24 hours before production: refund available minus PayPal fee;

2. Production in progress: 50% refund for full payment orders only, deposit is non-refundable;

3. Preview sent after completion: maximum 50% refund for full payment orders only, deposit non-refundable;

4. Once shipped: no returns, refunds or remakes for any reason.

6. Privacy & Work Display

Q17: Will you use my custom artwork for promotion without permission?

We may share finished artwork on our website and social media to show our craftsmanship.If you do not agree to public display, you may inform us anytime by email, and we will never publish it. You may withdraw permission at any time, and we will remove all content within 3 business days.

7. Artwork Care

Q18: How to take care of wool felt artwork? How long can it last?

Wool felt artwork can be preserved permanently in dry indoor places away from direct sunlight. Avoid washing, strong rubbing and heavy pressure; gently clean dust with a soft brush.