FAQ
Frequently Asked Questions
Have questions about your custom FiguMe order? We’re here to help. Below are answers to the most common questions about photo uploads, design previews, production, shipping, and custom pet keepsakes.
About FiguMe
What is FiguMe?
FiguMe creates custom 3D keepsakes from your favorite photos. Our products include personalized pet charms, custom pet keychains, and meaningful gifts made for pet lovers, friends, and family.
How does FiguMe work?
Simply upload your photo, choose your custom options, and place your order. Our design team will create a preview for you before production. Once you approve the design, we carefully make and ship your custom keepsake.
Are FiguMe products custom made?
Yes. Every FiguMe piece is personalized and made based on the photo and details you provide.
Photo Upload
What kind of photo should I upload?
A clear, bright, front-facing photo works best. Your pet’s face should be easy to see, without heavy blur, shadows, filters, or objects covering the face.
Can I upload more than one photo?
Yes. If you have multiple photos, you can upload them or send extra reference photos. This can help our team better understand your pet’s face, colors, and features.
Can I use a photo from my phone?
Yes. Phone photos work well as long as they are clear and bright.
What if I upload the wrong photo?
Please contact us as soon as possible at support@figume.com with your order number and the correct photo. If production has not started yet, we will do our best to update your order.
Design Preview
Will I receive a preview before production?
Yes. Every custom order includes a design preview before production, so you can review the look before we make your item.
Can I request changes to my preview?
Yes. If something needs adjustment, please let us know before approving the design. We will help refine the design before production begins.
How long does it take to receive my preview?
Most previews are prepared within 2–3 business days, depending on order volume and the complexity of your custom design.
What happens after I approve the preview?
Once you approve your design, your order moves into production. After approval, changes may no longer be possible because your item is custom made.
Product & Customization
Can I add my pet’s name?
Yes. Some products allow you to add your pet’s name or a short message. You can enter this information on the product page before checkout.
Can I order more than one charm?
Yes. You can choose different quantity options, such as 1 charm, 2 charms, 3 charms, or 5 charms, depending on the product.
Can I use different pets for multiple charms?
Yes. If you order multiple charms, you can upload multiple pet photos or leave notes for our design team.
Can I choose different themes for different charms?
Yes. Please leave clear notes during checkout. For example:
Charm 1 – Apple Theme
Charm 2 – French Fries Theme
Charm 3 – Strawberry Theme
Are the colors exactly the same as my photo?
We do our best to match your pet’s colors and features, but slight color differences may occur due to lighting, screen display, design style, and the 3D printing process.
Production & Shipping
How long does production take?
Production begins after you approve your design preview. Since every item is custom made, production time may vary depending on the design and order volume.
How long does shipping take?
Shipping time depends on your destination and shipping method. Estimated shipping options are shown at checkout.
Will I receive a tracking number?
Yes. Once your order ships, you will receive a tracking number by email. Tracking updates may take some time to appear after the package is handed over to the carrier.
Why is my tracking not updating?
Tracking information may take 48–72 hours to update after the package is processed or transferred to the shipping carrier. This is normal for international and cross-border shipments.
Do you offer free shipping?
Free shipping may be available on selected bundle orders or promotions. Please check the product page and checkout for current shipping details.
Changes, Cancellations & Returns
Can I cancel my order?
Please contact us as soon as possible at support@figume.com. If your design or production has not started, we will do our best to help. Once a custom order has entered production, cancellation may no longer be possible.
Can I change my order after placing it?
If production has not started, we will do our best to update your order details. Please contact us quickly with your order number.
Can I return a custom item?
Because each FiguMe product is custom made from your photo, personalized items are generally not eligible for return unless there is a production issue, defect, or mistake with your order.
What if my item arrives damaged or incorrect?
Please contact us within 7 days of delivery at support@figume.com. Include your order number and clear photos of the item and packaging. Our team will review the issue and help with a solution.
Gifts
Is FiguMe a good gift?
Yes. FiguMe products are perfect for pet lovers, dog moms, cat moms, friends, family, birthdays, holidays, memorial gifts, and special occasions.
Do you offer gift packaging?
Gift packaging may be available as an add-on for selected products. You can choose this option on the product page when available.
Can I ship directly to someone as a gift?
Yes. You can enter the recipient’s shipping address at checkout.
Customer Support
How can I contact FiguMe?
You can contact us by email:
For order questions, please include your order number and the email address used at checkout.
How long does customer support take to reply?
Our normal response time is 1–2 business days.
Still Need Help?
We’re happy to help with photo selection, custom design questions, preview updates, shipping questions, and gift orders.
Please contact us anytime at:
Thank you for choosing FiguMe.