Returns & Remakes

Cancel any time before you approve your preview — full refund.

You see a color 3D preview by email before anything is printed. Up to that point you can change the photos, the size or the options — or cancel and get every dollar back. Nothing has been made yet.

A person looks at your photos first. If one won't work, we email you before anything is made — you can send another photo, or cancel for a full refund.

When does the cancel window end?

1. Day 0
   Preview sentYour color 3D preview lands by email.
2. Day 3
   One reminderIf we haven't heard back.
3. Day 6
   We printWith the preview you last saw — and we let you know.

We print after you approve your preview. If we haven't heard back 3 days after your preview, we send one reminder; 3 days after that, we go ahead with the preview you last saw and let you know.

Any reply stops the clock — “looks great”, “change this”, or “I need a few more days”. You don't have to decide in one sitting.

Once you approve, or we go ahead after the reminder window, the order can't be cancelled — from there, the Remake Promise below is what covers you.

The Remake Promise

“Wrong” means it doesn't match the preview you approved — the pose, the markings, the size.

1. 1
   Email usReply to your shipping email within 14 days of delivery, with photos of the piece and the box it came in.
2. 2
   We checkWe'll take it from there.
3. 3
   We remakeWe remake it and ship it again — materials, our artisans' time and shipping on us. One free remake per order.

Nothing to send back — your photos are all we need.

Lost in transit instead?

What isn't covered

Change of mind.

Once we've printed, the piece exists for one pet only — we can't put it back on a shelf.

Likeness.

It's chibi on purpose: big head, small body. Chibi can't keep everything a photo shows — the craft is choosing what to keep, so anyone who loves them recognizes them instantly. The color 3D preview is where we get that right together: reply with anything you'd change, and we'll change it.

Hand-finishing differences.

No two hand-painted pieces are identical in shade or texture. That's the charm, not a defect.

Damage after delivery.

Drops, chew marks, a fall from the shelf. It's a keepsake, not a toy.

More photos, less guessing

Refund timing

Original payment method

5–10 business days

Depends on

your bank

Refunds go back the way you paid, in US dollars. We can't send a refund to a different card or account.

Something not right with your order? Tell us and we'll make it right. Contact us