Questions Families Ask Us
Six honest answers. Anything we cannot answer plainly does not go on this page.
My baby moved and the photo is blurry. Is it useless?
You are not stuck with one attempt. The capture tool looks at the shot on the spot and offers a retake until it holds, and nothing is ever pressed against skin, so there is no kit to redo at home. If nothing holds — a paw that will not stay still, a hand that is simply too small — we tell you within 24 hours and nothing starts. Don't worry about lighting or angles; worry about getting the whole hand or foot in frame.
What if a name is spelled wrong?
Then you catch it before it costs anything. Production stops twice for you: once at a rendered image of the finished piece, with the spelling and the date on it, and once at a photograph of the real object before it is boxed. The first approval is the one that matters, because after it the piece is carved for one child and cannot be given to anyone else.
Can I wipe it? Can my child hold it?
A soft, slightly damp cloth, no scouring pads, nothing abrasive. It is solid and it has real weight behind it, so hold it by the rim or with two hands. It is a display piece made to be handled and looked at — not a toy, and not something to eat or drink off.
Will the color fade?
That is the one thing we put in writing: we guarantee the color against fading for fifty years. The terms and how to claim them are on our craft page and repeated in the order email that confirms your purchase. It is our promise, not a certificate from a laboratory we never used, and we would rather give you the plain sentence than a badge.
Every other keepsake shop talks about fire and heat. Why don't you?
Because heat changes the print. A piece pulls inward as it hardens, so a footprint that goes in at one size comes out at another, and the tiny ridges that make it your baby's blur on the way. More pieces are lost to it than it saves. We build the piece in layers that each dry on their own instead, so nothing shrinks after you have approved it. That is also where the wait comes from.
How long until it arrives?
Your arrival date is quoted to you at checkout, before you pay, and the stages it passes through are on your order page as they happen. The wait is drying, not paperwork: color goes on coat after coat and each coat has to dry under the one above it. If you are working to a date, Rush moves your order to the front of the bench queue.
Still have questions?
Reach Out to Us