Order Guide

ORDER GUIDE

Momentcraft creates hand-painted figurines inspired by your pet’s unique features and personality. Please review this guide before ordering.

Custom-Made Product

Each figurine is made exclusively from your photos and cannot be resold. Once custom work begins, returns or exchanges are unavailable for change of mind.

Artistic Likeness

Each piece is a handmade interpretation—not an exact replica. Exact likeness, color, size, and 100% photo replication are not guaranteed.

Finished custom pet figurine displayed with reference photos
Your Pet PhotoCustomer pet reference photo
3D Model PreviewGrayscale 3D model preview
Finished FigurineFinished hand-painted pet figurine

PHOTO GUIDE

Best Photos to Upload

Clear front view of a petFront
Clear side view of a petSide
Clear back view of a petBack
Full-body sitting view of a petFull Body / Sitting
Close-up of a pet's special detailsSpecial Details (Close-Up)
● Good Photos
Natural light  •  Eye-level angle  •  Sharp focus  •  True-to-life colors
Pet photo in good natural light Clear full-body pet photo Sharp pet detail close-up
● Avoid These
Dark lighting  •  Blurry  •  Heavily filtered  •  Cropped
Pet photo with lighting that is too dark Blurry pet photo to avoid Heavily filtered pet photo to avoid Overly cropped pet photo to avoid
LightingUse natural light whenever possible. Avoid harsh backlighting, very dark rooms, and strong colored lighting. AnglesFront, side, and back views at your pet’s eye level help us understand unique features and proportions. Image QualityUse high-resolution photos. Blurry, pixelated, heavily filtered, compressed, or cropped images may affect final details. Helpful DetailsAdd close-ups of eyes, ears, paws, markings, collar, tag, accessories, and any feature or expression that matters most. What We Cannot UseDo not submit images that are very dark, blurry, heavily filtered, heavily cropped, taken from far away, or that contain material you do not have the right to use. A Note About LikenessOur goal is to capture your pet’s recognizable essence and spirit through a handmade artistic interpretation, not to create a perfect replica.

Approval Is Required

We send a 3D model preview before production. Production begins after approval. Changes requested after approval or after a completed production stage may add time and fees. If no response is received within 7 calendar days, we may proceed using the latest approved details or pause the order.

Revisions Included

One free major revision is included before model approval, plus two free minor/local revisions during design or finishing. Additional, repeated, or post-approval revisions may require an extra fee.

Usable customer photos receivedUsable Photos
Received
3D model preview on a monitor3D Model
Preview
Customer approval confirmationCustomer
Approval
Hand-painting and finishing a figurineHand-Painting
& Finishing
Final figurine photos and packingFinal Photos
& Packing
Packed shipping boxShipping
To You
1 free major revision
before model approval
2 free minor/local revisions
during design or finishing
3–5 weeks estimated production
7–10 business days US shipping

Estimated Delivery Time

Production normally takes 3–5 weeks after we receive usable photos, complete personalization details, and required approvals. US shipping normally takes 7–10 business days after final approval and dispatch. These are estimates, not guaranteed delivery dates; revisions, response time, holidays, weather, and carrier delays may affect timing.

Rights to Photos and Requests

Upload only materials you have the right to use. By submitting photos, you confirm you have permission to use them and grant Momentcraft permission to use the submitted photos and finished work solely to create your figurine and showcase our work on our website and social media. We may refuse unauthorized copyrighted characters, celebrity likenesses, brand logos, sports or university marks, or other protected IP.

Safety Notice

Momentcraft figurines are decorative collectibles, not toys, and are not suitable for children under 3 years old. Small or painted details may be fragile.

CARE GUIDE

Keep DryAvoid water and high humidity.
Avoid Oil & StainsHandle with clean, dry hands.
No ChemicalsKeep away from alcohol, cleaners, and solvents.
Avoid Heat & SunlightDo not expose to high heat or prolonged direct sun.
Handle GentlySmall sculpted and painted details may be fragile.
Dry Cleaning OnlyDust gently with a soft, dry brush or cloth.

CANCELLATION & REFUND GUIDELINES BY ORDER STAGE

Stage What Happens Cancellation Refund Guideline
Before Photo Review or Design Begins We confirm order details and check uploaded photos. May be requested if no custom work has started. Up to 100%*
Photo or Detail Review Started We review photos, instructions, and personalization details. Review time, handling, and non-recoverable costs may be deducted. Up to 85%*
3D Modeling or Design Started We build the custom model before the first preview is sent. May be requested before the first preview is sent. Up to 60%*
Preview Sent or Revisions in Progress Custom design and proof preparation are mostly complete. May be requested before production approval. Up to 40%*
Model Approved, Printing Started, or Materials Committed Production has begun and materials or labor have been committed. Limited and reviewed case by case. 0–20%*
Hand-Painting, Finishing, Packing, or Shipping The item is already custom-made and cannot be resold. Not available for change of mind. 0% for change of mind
Damaged, Incorrect, Seriously Defective, or Materially Different Contact us within 7 days of delivery with supporting evidence. Not treated as a standard cancellation. Case by case: repair guidance, parts, remake, reshipment, partial refund, or refund

*Important: Percentages are guidelines, not automatic guarantees. Final eligibility and amount are reviewed case by case based on the order stage, completed labor, materials used, payment processing costs, shipping status, and evidence provided.