1) Order Processing & Production Time (Custom Orders)
Order Processing: Typically [1–3 business days] after payment is confirmed and we receive complete customization details (photos, pose/outfit/accessories, base text, etc.).
Production Time: Typically [X–Y business days] after all details are confirmed.
Production time may be longer for complex designs (multiple people, pets, detailed uniforms, extra accessories) and during peak seasons.
2) Shipping Destinations
We ship to [Worldwide / Selected Countries].
If your destination is not available at checkout, please contact us at [Support Email].
3) Shipping Methods & Delivery Estimates
Shipping options and costs are shown at checkout and vary by destination.
Estimated shipping time (does not include production time):
Standard Shipping: [X–Y business days]
Express Shipping: [X–Y business days]
Delivery times are estimates only and may be affected by customs clearance, weather, peak seasons, carrier delays, and local delivery restrictions.
4) Shipping Fees
Shipping fees are calculated at checkout based on your destination and selected shipping method.
Standard Shipping Fee: [Calculated at checkout / $X]
Express Shipping Fee: [Calculated at checkout / $X]
Free Shipping (if offered): [Conditions, e.g., orders over $XX]
5) Tracking Information
Once your order ships, you will receive a shipping confirmation email with:
tracking number (when available),
carrier information (when available).
Tracking may take 24–72 hours to update after dispatch.
6) Address Accuracy & Undeliverable Packages
Customers are responsible for providing a complete and accurate shipping address, including:
unit/apartment number (if applicable),
postal/zip code,
phone number (if required by local carriers).
If a package is returned or undeliverable due to:
incorrect/incomplete address,
refusal of delivery,
failure to pick up from a carrier location,
you may be responsible for re-shipping fees, and any refund (if applicable) may exclude shipping costs.
7) Customs, Duties & Taxes (International Orders)
International shipments may be subject to:
import duties,
VAT/taxes,
clearance/handling fees.
These charges are determined by local authorities and are typically the customer’s responsibility, unless explicitly stated otherwise. Customs delays are outside our control.
8) Damaged Packages / Items in Transit
We package custom figurines carefully to reduce the risk of damage. If your item arrives damaged:
Contact us within 48 hours of delivery at [Support Email]
Provide:
order number,
clear photos/video of the damage,
photos of the outer box and inner packaging,
photo of the shipping label (if possible).
After verification, we will offer an appropriate solution in line with our Return & Exchange Policy (replacement/partial refund/full refund depending on the case).
9) Lost, Delayed, or Missing Packages
If your shipment is delayed or appears lost:
Contact us at [Support Email] with your order number and tracking information.
We will help investigate with the carrier.
Carriers may take time to confirm a shipment as lost. Once confirmed, we will offer a solution (replacement or refund) depending on the case and applicable policies.
10) Split Shipments
In some cases (e.g., multiple items or complex custom orders), an order may ship in separate packages. If so, we will send separate tracking information.