Questions, answered plainly.
Ordering
What photo works best?
Please use photos you already have. For an urn, one clear photo of their face is enough to begin. For a felted portrait or a printed figure, send a few more: clear photos from the front, both sides and above, plus one face photo in daylight and one with a coin or your hand beside them for scale. Phone photos are fine. If you are unsure, send what you have and we will confirm which photos we will use before we start.
Can I change the name or dates after I order?
Yes, any time before we start, if the piece you chose has room for a name or dates. We start only after you approve the ship date.
Can I order for a friend and ship to them?
Yes. Tell us it is a gift and we will leave the price out and include a card in your words.
How fast do you reply?
A person reads every message and replies within 24 hours.
Do you make pieces for people, not only pets?
Not yet.
How it's made
What happens after I order?
Urns and printed figures: within 2 business days we email you to confirm your reference photos and size, and give you a ship date once we have everything. That date is the day it ships, not the day it arrives. You approve the date and we start. If you decline it, we refund you in full. Felted portraits: you request a date first, and nothing is charged until you approve the date. For every piece, when it is finished, we check it and send you a photo. Then it ships to your door. Taxes and duties included. Nothing more to pay at delivery.
Can I send more photos or change the size?
You can send as many photos as you like before we start. You can also change the size before we start.
How is each piece made?
Every piece is made to order from your photos, one at a time. Felted portraits are made entirely by hand from the photos you send. Urns: a keepsake urn with a small likeness of them on the lid, shaped in clay or 3D-printed, then painted. Printed figures: a resin figure modeled from your photos, hand-painted or printed in full color. Urns don't include a design preview. Printed figures include an AI-assisted design preview that you confirm before production. We send a photo of the finished piece before it ships.
The urn
How big is it? What does it hold?
Three sizes. Tell us their weight in your order note, or write to us before you order, and we'll confirm the size before we begin, or tell you if another size fits better.
Does the urn come with the ashes inside?
No. The urn ships empty. You place the ashes at home. Please do not mail ashes to us.
Timing and delivery
How long does it take?
Every piece is made to order. Felted portraits are made by hand and our felting schedule fills up, so for those we ask you to request a date first; nothing is charged until you approve the date. For printed figures and urns, within 2 business days of your order (Monday to Friday, China Standard Time, not counting Chinese public holidays), we'll email you to confirm your reference photos and size. If everything is in hand, that email includes the date your piece will ship. If we still need a photo or a detail, we'll send the ship date once we have it. That date is the day it ships, not the day it arrives. We won't start until you approve the date. If you decline the date for an urn or a printed figure, we'll refund you in full.
Can it arrive by a certain date?
Tell us the date. We will say if it can be there by then.
Are taxes and duties included?
Yes. Taxes and duties included. Nothing more to pay at delivery. Shipping within the United States is included. For other countries, the shipping cost is shown at checkout before you pay.
Where is it made?
We're a small team in Zhengzhou, China. Our felted portraits, urns and printed figures are made to order at our partner workshops in China, and checked by our team in Zhengzhou before they ship.
Can I change the address after it ships?
Usually not. Please check the address carefully before you order.
If something is wrong
What if it does not look like them?
Urns and printed figures: if it doesn't look like them, tell us within 7 days of receiving it, with photos. We make it again once, free, working from the reference photos you confirmed. You keep the first piece. If the remade piece still doesn't look like them, we refund you as described in our refund policy. Felted pieces: before your piece ships, we email you photos of it. Reply "Yes, ship this piece." to approve. If it isn't right, we rework or remake it free, up to three times, and refund you in full if it still isn't right after the third. Once you approve and we ship, we don't remake or refund because it doesn't look like them. See our refund policy for damage, loss and details.
What if the remade piece still does not look like them?
For urns and printed figures: we send you a prepaid return label. Return the remade piece within 14 days of receiving our prepaid label, and we refund you in full to your original payment method within 5 business days of receiving it back. Please remove any ashes before returning an urn. You keep the first piece. We do not make a third piece.
What if it arrives damaged?
If it arrives damaged, send photos that show the damage to the piece and, if you still have it, the packaging, within 48 hours of receiving it, and we make it again and ship it at no cost. You do not need to send it back. If it is safe to do so, please keep the piece and packaging for 30 days in case the carrier asks to see them. You do not need to wait for that before we make it again.
Can I return a custom piece?
Each piece is made only for you, so we do not take returns for a change of mind. That is why we confirm your photos and size before we start, and send you a photo of the finished piece before it ships. This does not limit the answers above, or your rights under applicable law.
Can I cancel?
For urns and printed figures, you can cancel for a full refund at any time until you approve the ship date. We start only after you approve the date. If you decline it, we refund you in full. For felted portraits, you request a date first, and nothing is charged until you approve the date.
Anything else?
A person reads every message and replies within 24 hours. Message us on WhatsApp or write below.