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About the work
Are these really handmade, or is it a print?
Every piece is made by a real human, by hand. Our ceramicists hand- throw and hand-paint each mug, plate, and urn; our needle-felters build sculptures with felting needles for 20–40 hours; our jeweler shape sterling silver pendants. There is no printing, no 3D-printed resin, no factory assembly line.
Who actually makes my piece?
We work with a small group of independent artisans. When you order, your piece is matched to the right maker for that medium. You'll see the artisan's first name on your order confirmation, and the certificate of craftsmanship in your gift box is signed by them.
How accurate is the likeness?
Very — but it's a hand-made interpretation, not a photocopy. Tiny details like a notch in an ear or a freckle on a nose are captured when your photos show them. Subtle handmade variation is part of the piece.
About your photos
How many photos do I need to send?
Most pieces need 3–8 clear photos. For 3D items (sculptures, pendants), we ask for front, side, and back-of-head views.
My photos are old / my pet has passed. Will it still work?
Yes. As long as we can clearly see the face, eyes, and main markings, we can work from older photos. If we have any concerns, we'll email you before charging your card.
Can I send multiple pets in one piece?
Many of our items support 1–4 pets. Look for the "Number of pets" option on the product page, or email us before ordering.
About proofs and approvals
Do I see it before you make it?
Yes. Within 48 hours of your order, we send a digital proof — a sketch, render, or reference layout — for you to approve. We do not start production until you say yes.
Can I ask for changes?
Up to 2 rounds of revisions are included free. After that, additional changes are $15 per round.
Timing & shipping
How long until I receive it?
Typically 2–6 weeks total: 1–4 weeks production + 2–10 days shipping.
See our Shipping Policy for exact ranges per item type.
I need it for a specific date. Can you help?
Yes — email us with the date when you order, and we'll tell you honestly whether it's possible. We will never accept rush orders we can't deliver.
Returns
What if I don't like it?
We have a 30-day Remake Guarantee. If the likeness is clearly off or the item arrives damaged, we remake it free or refund you. See our full Refund Policy.
Can I return a custom piece if I changed my mind?
Once you've approved the digital proof, we can't accept returns for change of mind — your piece is one-of-one, hand-made for your pet.
Gifting
Can I send this directly to someone as a surprise?
Yes. At checkout, choose a different shipping address, add a free gift note, and we'll omit the price from the packing slip.
Do you offer gift wrap?
Every piece ships gift-boxed with a printed certificate of craftsmanship at no extra cost.
Care
How do I clean a needle-felted piece?
Spot-clean with a slightly damp cloth. Do not soak. Keep away from moths (a cedar block in storage helps).
Are the ceramic mugs dishwasher safe?
Yes — top rack, normal cycle. We recommend hand-washing to preserve the painted detail.
Is the silver tarnish-resistant?
Our 925 sterling silver is polished and rhodium-finished to slow tarnishing. A soft polishing cloth (included) will restore shine.