Terms of service

Terms of Service

These Terms of Service govern all orders placed on FigPet for custom handmade felt pet portraits. By placing an order, you agree to all the following terms.

1. Order Submission
Customers must provide clear high-resolution photos of their pets within 6 business days after checkout. We will start production only after confirming photo details with you. Monthly order slots are limited and sold out on a first-come basis.

2. Production Time
Handmade felting production takes 40 working days. After completion, we will send photos of the finished work for confirmation before shipping. Worldwide shipping takes 10–25 business days.

3. Cancellation Policy
Orders may be canceled for a full refund within 24 hours of purchase. Once production begins, cancellations are not permitted. Cancellations requested before shipment but after production starts will incur a 50% material and craft fee.

4. Returns & Remakes
All custom items are non-returnable and non-refundable after delivery. We only offer remake services if there are obvious manufacturing mistakes made by our studio. Minor style differences due to handmade characteristics are not eligible for remakes or refunds.

5. Shipping Responsibility
We are not liable for lost, stolen, or damaged packages once they are marked as delivered by the logistics carrier. Customers should provide a secure and accurate delivery address when ordering.

6. Privacy
All pet photos you submit will only be used to create your custom portrait and will not be shared publicly without your written permission.