CUSTOMIZATION & SERVICE POLICY

 

SERVICE & POLICY

01. OUR PROCESS

To ensure that every piece perfectly captures the spirit of your beloved pet, we follow a strict customization process:

  1. Deposit & Initiation: Place your order and pay the deposit to officially start your exclusive service.

  2. Consultation: Please send us high-definition photos of your pet to discuss the details. Note: Once details are confirmed and production begins, the deposit becomes non-refundable.

  3. Production & Review: Upon completion, we will provide HD photos or videos for your approval.

  4. Balance & Shipping: Once you are satisfied, pay the remaining balance. We will arrange shipping within 24 hours.

02. TIMELINE & SHIPPING

Artistry takes time. Every piece is meticulously handcrafted.

  • Production Cycle: Our standard production time is 1-2 months to ensure every detail meets our standards.

  • Shipping Estimates: Depending on your location, shipping typically takes 1-3 weeks.

03. RETURN POLICY

Due to the bespoke nature of our work and the extensive hours invested in each piece, we do not accept returns.

  • Modifications: If you require adjustments upon receiving your order, please contact us at plmpoi22@outlook.com within 7 days of delivery. We are happy to assist with modifications (customer is responsible for round-trip shipping costs).

04. CANCELLATIONS & CHANGES

  • Cancellations:

    • Full Refund: Available if requested within 24 hours of placing the order, provided production has not started.

    • Non-Refundable: Once production has commenced (regardless of the 24-hour window), the deposit will be retained to cover materials and labor.

  • Order Changes: Please contact us via email within 24 hours of placing your order for any changes. Requests made after 24 hours or after production has begun cannot be guaranteed, though we will do our best to accommodate you.