Frequently Asked Questions

Frequently Asked Questions

Answers to the questions we hear most often. Don't see yours? Email us at hello@cutepetworkshop.com.

1. Is this a phone hologram?

The Screen Edition has a built-in display — no phone needed. The Smart Edition pairs with our free app (iOS + Android). The Treasure, Floral Card, and Pad Editions are also phone-free.

2. How long until I receive it?

Production takes 5–7 business days after you approve the 3D preview. Free US shipping adds 7–15 business days via DHL or FedEx. International orders may take longer.

3. Can I return a custom order?

Because every keepsake is built from your photos, all sales are final except for manufacturing defects or shipping damage. We replace or refund any defect, no questions asked.

4. What kind of photos work best?

Front view, side view, and a clear eye shot, taken in natural light. Avoid blurry or dark photos. We can work with 3–8 photos — more is usually better.

5. Do you ship to countries outside the US?

Yes — free shipping to UK, EU, Australia, New Zealand, Japan, and South Korea. Transit times are 7–15 business days.

6. How long do electronics last?

1-year warranty on the electronics. With reasonable care, customers report 3+ years of daily use. We also offer lifetime memorial support — send us new photos anytime and we'll rebuild your hologram for free.

7. What if my pet photo doesn't look like them?

We send you a 3D preview for approval before we start production. You can request changes — most customers revise 2–3 times until it's just right.

8. Is this a memorial product or a regular decoration?

It's both. Many of our customers don't have a pet who has passed — they simply want a beautiful 3D portrait of their living pet to display. Either use is fine.

9. Do you do wholesale?

Yes — please email hello@cutepetworkshop.com with your business details and we will reply within 24 hours.

10. How do I contact you?

Email hello@cutepetworkshop.com or message us on WhatsApp +86 183 6513 1225 (English & Chinese, 9 AM – 9 PM China time). A real person reads every message.