How long does production take?
Production times vary by product and are listed on each product page. Please refer to the “Production Duration” note under “Shipping Policy → Production Time” for your specific item.
What photos should I send?
For best results, send clear, well‑lit photos that show your pet’s face (and full body, if ordering a full‑body sculpt). Multiple angles—front, side, and any distinguishing markings—help ensure an accurate likeness.
Can I make changes to my order after placing it?
Yes, but only within the first 48 hours after payment:
Within 24 hours: Full cancellation and refund allowed.
24–48 hours: You may request changes or cancel with a 50% materials & labor fee.
After 48 hours: Production has begun and no changes, cancellations, or refunds are possible.
What is the cancellation policy?
Same as above—order cancellations and refunds:
0–24 h: 100% refund
24–48 h: 50% refund (50% fee)
>48 h: No refund
Do you ship internationally?
Yes! We ship to the United States (excluding Puerto Rico, Guam, American Samoa, U.S. Virgin Islands, Northern Mariana Islands), Canada, France, United Kingdom, Germany, Sweden, Netherlands, Poland, United Arab Emirates, Japan, and South Korea. Duties, taxes, and import fees are the buyer’s responsibility.
How should I care for my order?
– Leather pieces: Wipe with a damp cloth; avoid prolonged moisture and direct sunlight.
– Polymer clay & ceramic mugs: Hand wash gently; do not submerge in hot water or dishwasher.
– Needle‑felted wool: Dust occasionally with a soft brush and keep away from pets and humidity.
If you have any additional questions, please reach out to support@bubtail.com. We’re here to help!