FQA
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How long will it take to complete the order?
The production cycle for customized products varies, usually taking 1-3 months. We will contact you within 24h after receiving the order and confirm the delivery time of your order. A confirmed order also means that your order has been locked. After that, we will communicate with you immediately through WhatsApp to confirm the details of the order to be made. If you need faster delivery times than this, we will give you maximum coordination processing.
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Can I change my mind or cancel the order?
Sure, cancellations are allowed within 24 hours of your order. Please send us an email stating your order number and the reason for the cancellation and we will be happy to refund you 100%.
Please note that anything after that is subject to a 30% replenishment charge.
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What should I do if I want to return a customized order during production?
Because customized products are unique, customized according to your unique requirements. If you are not satisfied with the product solution already in production, our professional artists will be more than happy to make any adjustments and will do their best to provide a solution to your satisfaction.
Please note that if you want to cancel an order that has already been put into production, you will be charged 30% of the price of each item as return fee and paid to me.
Once your return has been processed, you will receive a confirmation email; Note that it may take an additional 7-10 business days from the date you receive this email for the funds to appear in your account, and it may take additional billing cycles for the funds to appear on your statement.
Please note that the following reasons are not covered by our Return/Exchange policy and we are not responsible for them.
- The product is damaged due to improper use, improper handling or improper maintenance.
- due to change of mind, personal taste and other personal reasons.
If the quality is found to be defective when you sign for it, we may redo or refund part or all of it at our discretion.
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What if you want to change the style, size, or photo?
If you would like to return and exchange it, please contact us, we need to confirm if it is in production. Send us an email with your order number and any changes in the body in the subject line. We will give you an answer as soon as possible and make it a reality.
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Want to change your shipping address?
If you need to change your shipping address, please send us an email stating your order number, your current shipping address and the address you would like to change. We can change the address until your order leaves our facility.
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Can you draw portraits of humans?
Sure, our team of professional and very talented pet artists will only cost you $15- $30 more, depending on your photo and request.
- Do you only create custom art of dogs and cats?
No, all furry friends are welcome!
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What if you want to return an order?
Our personalized item cannot be returned unless it is defective or damaged. But before the order is mailed, we will confirm with you through videos and photos, and we will send it after your approval. Therefore, if you are not satisfied with the ordered products, we will provide an adjustment service within 30 days, but you need to bear the cost of round-trip mailing.
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What is the transport policy?
We ship worldwide, so wherever you are. We offer free postage for orders over $180. After your review and approval, we will ship the product and you will receive your customized gift within 3-4 weeks.
Please note: We are not responsible for any additional charges arising from your change of delivery or shipping after your order has been placed.
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What does the warranty cover?
If your product has a non-human defect within 90 days of ownership, we will repair or rework it for you free of charge, including possible postage. Please provide clear photos or video records and send them to us by email. Here's what's covered under the limited warranty:
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Mistakes in product sewing or loose accessories falling off
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We failed to follow the customization you selected in our creation wizard (e.g., mouth position, ear style, body posture, color).
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We failed to implement the mark you specified in the description
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How do I get a warranty?
Please indicate your order number in the subject line of the email, and send the above defective photos or videos to us as far as possible to ensure the clarity of the photos or videos. The email address is support@luckygangs.com