Frequently Asked Questions
Everything you need to know before ordering your custom figurine.
01
ORDERING & PHOTOS
4 questions
What kind of photos should I upload?
High-resolution photos work best. Upload a clear, front-facing photo that shows the face and hairstyle. If you have outfit details or side views, upload those too. Avoid blurry, dark, or heavily filtered photos.
Can I combine face and body from different photos?
Yes. Upload one photo for the face and another for the pose/outfit. Leave a clear note in the “Request” box so our artists follow your exact instructions.
Do you make pets (dogs/cats)?
Yes. You can order a custom figurine of your pet, or add a pet to a human figurine order. If you need a quote for a special request, contact us anytime.
Will I see a preview before production?
For most custom orders, we email a digital 3D preview. You can approve it or request adjustments. Production starts only after your approval, so please check your inbox.
02
SHIPPING & PRODUCTION
3 questions
How long does it take to get my order?
Total time = production + shipping.
• Production: 4–6 business days
• Shipping: 7–11 days (Standard) or 2–3 days (Express)
Most customers receive their order in about 2–3 weeks.
• Production: 4–6 business days
• Shipping: 7–11 days (Standard) or 2–3 days (Express)
Most customers receive their order in about 2–3 weeks.
Where do you ship to?
We ship worldwide (USA, UK, Canada, Australia, Europe and more). Shipping rates are calculated at checkout based on destination.
Can I track my order?
Yes. Once shipped, you’ll receive an email with your tracking number so you can follow the delivery to your doorstep.
03
AFTER-SALES & CARE
3 questions
What if my figurine arrives broken?
We offer a Damage Protection Guarantee. Email support@snaptofig.com within 48 hours with photos, and we’ll arrange a replacement.
What is your return policy?
Because items are custom-made, we can’t accept returns for change of mind. We fully cover quality issues, defects, or shipping damage.
How should I clean my figurine?
Dust gently with a soft brush or dry cloth. Avoid water, soap, or harsh chemicals to protect the paint finish.
Still need help?
If you can’t find an answer here, send us your order details (or your photo link). We usually reply within 12–24 hours on weekdays.
Support
Tip: If you already have photos, paste a Google Drive / Dropbox / iCloud link in your message to speed things up.