Shipping, Packaging & What We Stand Behind
Every piece is made after you order it. Here is what happens between your confirmation and the box on your doorstep.
From Your Photograph To Your Door
- Sculpting the model: a person, not a machine, sculpts your hand, foot or paw from the photograph into a true-to-life 3D model, and you approve a render of the finished piece before the bench starts.
- Forming and assembly: the base is printed for this order, the print itself is formed at finer resolution, then the two are joined by hand with the counterweight and the chip set inside.
- Color and seal: primer, then color, then the decal lettering, then the clear protective coats. Each layer dries before the next one goes on. This is the slowest part, and it is the part that decides how the piece looks in ten years.
- Photograph and ship: you are sent a photograph of the actual object before it is boxed, then it leaves the workshop and flies to you.
Your arrival date is quoted at checkout
We do not print one universal promise for a piece that is made to order: the date you are quoted at checkout is confirmed again in the email that starts production. If you need it for a specific day, choose Rush and tell us the date in the order notes.
How It Is Packaged
No two keepsakes share a shape, so the cushioning inside the box is not bought in bulk. It is printed for your piece alone, cradle-shaped, flexible rather than brittle, and it is thrown away with the box.
Inside the lidded box your piece sits under a translucent vellum wrap, and the wrap is closed with a wax seal set by hand at the bench. That box then goes inside a heavy double-wall shipping carton with foam boards above and below, marked fragile, with the country-of-origin label on the outside.
Returns, And The One Thing We Replace
Because every piece is sculpted from one child's print, one paw, one family, we cannot accept returns or refund a change of mind once your first confirmation is approved. You may cancel before that moment, in full, and nothing has been cut yet.
If it does not arrive perfect
The workshop is careful; the postal journey is not ours to control. If your heirloom arrives damaged, cracked or chipped, send us photographs of the piece and the packaging within thirty days of delivery.
We keep your sculpted model on file, so a remake is simply a reprint rather than a new capture. We remake it and ship it again at no cost to you. That is the whole promise, stated without small print: you never pay twice for the courier's mistake.
The fifty-year color guarantee
We guarantee the color on your piece against fading for fifty years. It is our written guarantee, not a laboratory result, and the terms and the way to claim are on the craft page and in the order email that confirms your purchase.