Custom Pet Portrait FAQ

Turnaround time depends on the type of portrait you order:

• Mini Portraits (2-3 inch): 2-3 weeks for completion
• Classic Portraits (4-5 inch): 3-4 weeks for completion
• 3D Figurines: 4-6 weeks for completion

After completion, shipping typically takes 1-2 weeks depending on your location. Rush orders may be available upon request for an additional fee.

Each piece is created using the traditional art of needle felting with natural wool fibers. This technique involves repeatedly sculpting wool roving with a special barbed needle until it forms a solid, detailed structure.

For 3D figurines, we use a wire armature frame inside to provide stability and allow for natural poses. Each portrait takes 15-30+ hours of meticulous handwork to complete, depending on complexity and size.

High-quality photos are essential for capturing your pet's unique features. We recommend providing:

• Front view of your pet's face
• Both side profiles (left and right)
• Rear view (especially for 3D figurines)
• Close-up shots capturing their facial expression and eye color
• Full body photos showing their markings and coloring

The more reference photos you provide, the better we can capture your pet's personality and unique characteristics. Photos in natural lighting work best!

We want you to absolutely love your custom portrait! Here's our process:

1. Photo review: We'll discuss your photos and any special requests before starting
2. Progress updates: We send photos and videos during creation for your review
3. Modifications: We make adjustments based on your feedback before completion
4. Final approval: You'll see the finished piece before shipping

Please note that minor variations in color may occur due to the natural properties of wool, and some very fine details may have texture limitations. We strive to capture the essence and spirit of your pet as accurately as possible.

Yes! Upon request, we can incorporate your pet's actual fur, ashes, whiskers, or other keepsakes into your portrait. This creates an even more meaningful memorial piece.

Please let us know when placing your order if you'd like to include any of these special elements, and we'll provide instructions for safely sending them to us.

We create felted pet portraits and replicas of all beloved pets, including:

• Dogs (all breeds and sizes)
• Cats (domestic and exotic)
• Rabbits and bunnies
• Birds (parrots, cockatiels, etc.)
• Guinea pigs and hamsters
• Horses
• Other small animals

If you have a unique pet not listed here, please contact us! We love creative challenges and will do our best to accommodate your request.

We started on Etsy and still maintain our shop there, but this website is now our primary storefront. Both options are completely safe to order from:

• This website: Checkout is powered by Shopify with secure payment processing, and you get the best experience with all our latest products and options
• Etsy: Our original shop is still active at feltingmemories on Etsy and includes Etsy's own buyer protection program

Whichever way you order, you'll get the same handcrafted quality, the same artist, and the same personal communication throughout the process. If you're unsure, feel free to reach out and we'll help you place your order!

The easiest way to order is through our online shop:

1. Browse our shop and select the product you'd like
2. Choose your size and add it to your cart
3. Complete checkout securely through our website
4. Send us your pet photos and any special requests

You can also reach out to us first if you have questions:

• Instagram @feltingmemories365
• Email

We'll respond within 24-48 hours!

Need to make changes? Contact us as soon as possible via email or Instagram:

• Within 24 hours of ordering: We can usually accommodate any changes
• After 24 hours: We'll do our best to make adjustments, but some changes may not be possible if work has already begun

Absolutely! We love creating custom pieces and welcome your creative ideas. Whether it's:

• A unique pose or scene
• Multiple pets in one piece
• A specific background or setting
• Memorial jewelry or pet ornaments
• Special size requirements

Contact us with your ideas, and we'll work together to bring your vision to life. Custom pieces may require additional time and pricing based on complexity.

Yes! Our felted pet portraits and pet ornaments make wonderful gifts for pet lovers.

• Gift wrapping: We can include gift packaging upon request
• Gift certificates: Available in any amount for those who want to give the gift of a handcrafted pet portrait
• Surprise delivery: We can ship directly to the gift recipient with a personal message

Just let us know your preferences when ordering.

All orders are processed through our secure checkout powered by Shopify. We accept:

• Credit & debit cards (Visa, Mastercard, American Express, Discover)
• PayPal
• Apple Pay & Google Pay

All payment processing is handled securely with industry-standard encryption.

Absolutely! Our checkout is powered by Shopify, a trusted e-commerce platform used by millions of businesses worldwide:

• PCI-DSS compliant payment processing
• SSL encryption on all transactions
• Fraud protection monitoring
• We never see or store your full payment details

Our refund policy for custom and personalized items:

• Before work begins: Full refund available if you cancel before we start creating your portrait
• After work begins: Because each piece is custom-made specifically for you, refunds are generally not available once creation has started
• Issues with your order: If there's a problem, please contact us first. We'll work to make it right!

Once your portrait is completed and approved, shipping times depend on your location:

• Switzerland (domestic): 2-4 business days
• Europe: 5-10 business days
• United States & Canada: 10-18 business days
• Rest of the world: 14-21 business days

We use tracked shipping on all orders so you can monitor your package's journey. Expedited shipping options are available for an additional fee.

Yes! We ship our portraits worldwide to most countries. International shipping rates and times vary by destination.

Please note that customs duties and import taxes may apply for international orders. These fees are the responsibility of the recipient and are not included in our shipping charges.

We take great care to ensure your portrait arrives safely:

• Protective padding surrounds the piece
• Sturdy box prevents crushing
• Fragile labels alert handlers
• Tracking number provided for all shipments

For framed pieces and 3D figurines, we use extra protective measures to prevent any damage during transit.

Yes, if you need to update your shipping address:

• Before shipping: Contact us and we can easily update the address
• After shipping: We cannot guarantee address changes once the package is in transit

Please double-check your address when placing your order to avoid any delivery issues.

Needle felted pieces are durable but require gentle care:

• Display away from direct sunlight to prevent fading
• Keep in a dry environment away from moisture
• Dust gently with a soft brush or compressed air
• Store carefully if not displaying, wrapped in acid-free tissue
• Keep away from pets who might mistake it for a toy!

With proper care, your portrait will last for many years as a cherished keepsake.

Accidents happen! If your portrait becomes damaged:

1. Contact us with photos of the damage
2. We offer repair services for portraits we've created
3. Repair costs depend on the extent of damage
4. Shipping for repairs is the customer's responsibility

We'll do our best to restore your beloved piece to its original condition.