FAQ
Ordering and Photos
What kind of photos should I upload?
Clear, high-resolution photos work best. For a pet figurine, please upload a front photo, side views, a back view if markings matter, and close-ups of the face, ears, paws, collar, and special markings. Natural light is best.
Can you make a custom pet figurine from one photo?
Sometimes, but multiple photos usually create a better result. If you only have one meaningful photo, especially for a memorial gift, you can still place an order or contact us first. We may ask for extra details to help us understand the pet's shape, markings, and personality.
Can I send photos after placing the order?
Yes. If you do not have all photos ready at checkout, contact us at hello@shopmomentcraft.com with your order number. Production will not begin until we receive usable photos and complete personalization details.
Can I include my pet's collar, toy, name, or special markings?
Yes. Please upload close-up photos and leave a clear note. Details such as a collar, tag, favorite toy, white chest patch, folded ear, or unique fur pattern help make the keepsake feel more personal.
Can you make dogs, cats, rabbits, or other pets?
Yes. We can create custom pet figurines for dogs, cats, rabbits, and many other pets. If your pet has an unusual body shape, markings, or accessories, please upload multiple clear photos.
Can I add a pet to a human, couple, or family figurine?
Yes, depending on the design. Please include photos of the pet and the people, and explain the scene you want. More complex multi-subject designs may require additional production time or cost.
Preview and Revisions
Will I see a preview before production?
Yes. After we receive usable photos and details, we prepare a 3D model preview, usually within about 2 business days. Production begins only after you approve the model.
Can I request changes to the preview?
Yes. Your order includes 1 free major revision before model approval and 2 free minor/local revisions during the design or finishing process. Additional revisions, repeated changes, or changes after approval may require extra fees and extra time.
What is a major revision?
A major revision is a meaningful change before production begins, such as pose, body shape, outfit, pet shape, or overall design direction.
What is a minor or local revision?
A minor/local revision is a focused adjustment, such as fur color, a small marking, collar color, small facial detail, accessory detail, or other limited correction.
What happens if I do not reply to the approval email?
If we send an approval request and do not receive a response within 7 calendar days, we may continue based on the latest approved details or pause the order until we hear from you. Late replies may extend the delivery timeline.
Likeness and Handmade Quality
Will the figurine look exactly like my pet or photo?
No custom figurine is an exact replica. We create a handmade artistic likeness based on your photos and instructions. We aim for a thoughtful and recognizable keepsake, but exact likeness, exact color, exact size, or 100% photo replication is not guaranteed.
Why does photo quality matter so much?
The modeler and painter can only work from the details visible in your photos. Blurry, dark, filtered, cropped, or low-resolution photos may limit the final result. Front, side, back, and close-up photos help us understand shape and markings more accurately.
Are small handmade differences normal?
Yes. Each figurine is 3D printed and hand-painted. Small differences in color, texture, size, brushwork, expression, and detail placement are normal and are part of the handmade custom process.
Production and Shipping
How long does it take?
Production normally takes 3 to 5 weeks after we receive usable photos, complete personalization details, and the required approvals. Shipping within the United States normally takes 7 to 10 business days after final approval and dispatch.
When does production start?
Production starts after you approve the 3D model preview, not immediately after checkout.
Can I get it by a specific birthday, wedding, holiday, or memorial date?
Please contact us before ordering if you need the figurine by a fixed date. We will do our best to help, but we cannot guarantee delivery by a specific date unless we confirm it in writing.
Will I receive tracking information?
Yes. Once your order ships, tracking information will be sent when available.
Why can delivery take several weeks?
Each order is custom-made and includes several approval and production stages. Customer reply time, revision requests, holidays, weather, and carrier delays can affect delivery.
Cancellations, Returns, and Problems
Can I cancel my order?
You may request cancellation within 24 hours after placing the order if design work has not started. Once photo review, modeling, printing, painting, or personalized work begins, full cancellation may no longer be available.
Can I return a custom figurine?
Because each figurine is custom-made for one order, we do not accept returns for change of mind, late gift planning, or subjective style preference after production has started. If your item arrives damaged, incorrect, seriously defective, or materially different from the approved proof, contact us within 7 days of delivery.
What if my figurine arrives damaged?
Please contact us within 7 days of delivery at hello@shopmomentcraft.com. Include your order number, clear photos or video of the item, and photos of the packaging. If the issue qualifies, we may offer repair guidance, replacement parts, remake, reshipment, partial refund, or refund depending on the case.
What if I think it does not look like my pet?
Please review the 3D model preview carefully before approval and request changes at that stage. After a customer-approved custom item has been made, subjective dissatisfaction with artistic likeness alone does not qualify for a refund unless the item is materially different from the approved proof.
Safety, Care, and Rights
Are these toys?
No. Momentcraft figurines are decorative collectibles. They are not toys and are not suitable for children under 3 years old.
How should I care for my figurine?
Display it indoors and handle it gently. Dust with a soft dry cloth or soft brush. Avoid water, soap, harsh chemicals, heat, direct sun for long periods, moisture, pets, and rough handling.
Can I use a famous character, celebrity, sports logo, or brand logo?
Only if you have authorization from the rights holder. We do not create unauthorized copyrighted characters, celebrity likenesses, sports league logos, university logos, brand logos, or other protected IP.
Will you use my pet photos in marketing?
We do not use your personal photos in marketing, advertising, social media, product pages, portfolio pages, or public examples without your permission.
Still need help?
Contact us at hello@shopmomentcraft.com with your order number, photos, or questions. We will help you choose the right next step.
Cancellation & Refund Guidelines by Order Stage
Because every figurine is made specifically for one customer, cancellation and refund eligibility depends on how far the order has progressed.
| Order stage | Typical refund guideline | What this means |
|---|---|---|
| Before photo review or design work starts | Up to 100% | Cancellation may be available if no custom work has started. Non-recoverable payment processing fees may be deducted where applicable. |
| Photo review or customization detail review has started | Up to 85% | Review time, order handling, and any non-recoverable costs may be deducted. |
| 3D modeling or design work has started, before the first preview is sent | Up to 60% | Modeling and design labor has already been used for your custom order. |
| Preview or model has been sent, or revisions are in progress, before production approval | Up to 40% | Custom design work and proof preparation are mostly complete. |
| Model approved, 3D printing started, or materials have been committed | 0–20% | Production has begun. Any refund is limited and reviewed case by case. |
| Hand-painting, finishing, final photos, packing, or shipping stage | 0% for change of mind | The item is already custom-made for your order and cannot be resold. |
| Damaged, incorrect, seriously defective, or materially different from the approved proof | Case by case | Contact us within 7 days of delivery. Depending on the issue, we may offer repair guidance, replacement parts, a remake, reshipment, a partial refund, or a refund. |
Important: These percentages are guidelines, not automatic guarantees. Final refund eligibility and amount are reviewed case by case based on the order stage, completed labor, materials used, payment processing costs, shipping status, and the evidence provided.