Everything we get asked most often, answered the same way we would answer it in an email. If your question is not here, write to us at nickjxfw@gmail.com — a real person reads it, and replies come within one business day.
Ordering & Customization
How do I place a custom order?
Choose the piece you want from the shop, add it to your cart and check out. Then email your photos to nickjxfw@gmail.com with your order number. Two or three clear photos from different angles are ideal. We confirm what we can do from your photos before anything is started.
What if I don’t know which piece fits?
Write to us and describe your pet and what you want the piece to do — sit on a desk, hold ashes, go in a garden. We will tell you honestly which tribute we think will mean the most, even when it is the smaller, less expensive piece.
Can I request a specific pose, or add a collar, tag or toy?
Usually yes, when those details are visible in your photos. Pose and small accessories change the structure of a piece, so they need to be discussed with the artist before work starts.
Can you make a piece from a pet who has already passed away?
Yes — and it is the most common reason people order. Because the whole process runs from photographs, your pet being gone changes nothing about the work. There is nothing you need to justify, and no timeline you need to explain.
Photos & Likeness
What kind of photos work best?
Front-facing, well lit, and close to the face. Two or three shots from different angles are better than one perfect shot. Natural daylight works better than flash.
Can you work from an old or low-resolution photo?
Usually, yes. Grainy photographs still carry proportion and marking information. What limits a portrait is missing angles, not low pixel counts — a slightly blurry shot of the left side is worth more to us than ten sharp copies of the same frontal image. Send us what you have and we will tell you honestly what we can and cannot see, before you order.
Will it look exactly like my pet?
It will be a close, recognisable likeness — not a photographic reproduction. Expect the individual proportions, markings and expression to match closely. Long or heavily textured coats cannot be reproduced hair for hair, so we focus on silhouette, face and character. Hand-made pieces also vary slightly in colour, texture and dimensions; that is a property of handcraft, not a defect.
Production & Shipping
How long will my order take?
Production typically takes 2–4 weeks, depending on the piece and order volume. Shipping is on top of that: 7–15 business days for standard shipping within the U.S., and 7–20 business days internationally. If you need a piece by a specific date, tell us before you order and we will tell you honestly whether it is realistic. See the full Shipping Policy.
Will I get a preview before you finish?
Yes. Before the final finish, we send you photos of your piece. Revisions at that stage are free, and there is no limit on how many. Production of the final piece begins only after you approve it.
Do you offer free shipping?
Standard shipping is free on U.S. orders over $99 — below that it is a flat $7.95 within the U.S., and $14.95 for international orders (also free over $99).
Do you ship internationally?
Yes. Import duties, taxes and customs fees charged by the destination country are the customer’s responsibility.
How do I track my order?
Once your order ships you will receive an email with a tracking number. Please allow up to 48 hours for tracking information to update.
Payment & Discounts
What payment methods do you accept?
Checkout runs through PayPal. You can pay with a debit or credit card at checkout — a PayPal account is not required. We never see or store your card details.
Is there a discount for first orders?
Yes. Join the newsletter at the bottom of any page and we will email you a welcome code (WELCOME10) for 10% off your first order. The code works once per customer, on any piece in the shop, and you can unsubscribe at any time.
Do you charge sales tax?
Prices are listed in U.S. dollars. Taxes, where applicable, are shown at checkout.
Returns, Damage & Cancellations
Can I cancel my order?
Yes, free of charge, any time before production begins. Once sculpting or printing has started we can no longer cancel — at that point the piece is already being made for you, and it cannot be sold to anyone else.
Can I return a custom piece?
Because every piece is handmade and personalised to your pet, we cannot accept returns or exchanges for change of mind once production has begun. Non-personalised items can be returned within 30 days of delivery in original condition; return shipping is the customer’s responsibility unless the item is defective. Full details are in our Refund & Return Policy.
What if my order arrives damaged, or I receive the wrong item?
Contact us within 14 days of delivery with photos, and we will remake it free of charge or refund you in full. Please keep the packaging until we have seen the photos.
What if my order is lost in transit?
We remake it or refund it in full.
How long do refunds take?
Approved refunds are issued to the original payment method within 5–10 business days. You will receive an email confirmation once the refund has been processed.
Materials & Craft
What are your pieces made from?
Natural air-dry clay, hand-painted glass, fired ceramic and solid wood — materials chosen because they age with dignity.
Do you use moulds, AI generation or print-on-demand?
No. Every piece is made by our own artists in small batches. We do not pour moulds from a catalogue, and we do not run your photograph through a generator. We look at your pet — the uneven ears, the white muzzle, the way one eye sat lower than the other — and build that specific animal.
Most orders are gifts. Can you help me choose?
Yes — and most of our orders are not for the person who lost the pet. They are for a friend, a partner, a parent or a colleague who watched someone they love go quiet and did not know what to say. Tell us about the person and we will help you pick something that will not feel like a mistake.
Still have a question?
Email nickjxfw@gmail.com, or start with the hand-sculpted custom pet figurine and browse the full keepsake range if you are still deciding between a sculpture, an urn or a painted portrait.