FAQ
Support
One of Ones, custom orders, care — most of what you're wondering is answered here.
Is every bear really different?
Yes. Fluid-poured patterns depend on pigment flow, temperature, and pour angle, so they cannot be physically replicated — not even by us. Once a bear sells, its pattern retires from the series.
Can I commission my own colors?
Yes. Custom orders let you specify a color palette, size, and painted motifs (pet portraits, anniversary elements, and more). Production takes about 14 days including 7 days of curing — book through “Contact Us”.
How soon will my order arrive?
Ready-to-ship pieces leave our studio in 1–3 business days; made-to-order and custom pieces in 3–7 business days (curing included). After dispatch, delivery takes 15–20 business days worldwide, fully tracked and insured. Weekends and public holidays are excluded from both windows.
Will the piece fade? How do I care for it?
Mineral pigment is very stable under normal use. Simply avoid prolonged direct sunlight and chemical cleaners — see the Care Guide for details.
Can I return a piece I don't love?
No — because every piece is a one-of-one original, all sales are final and we do not accept returns or exchanges. The only exception: if your piece arrives damaged in transit, send photos within 48 hours of delivery and we will arrange a free replacement or full refund.
Do you ship worldwide?
Yes — we ship to 40+ countries and regions worldwide. Free shipping on all orders over $150. Any import duties or customs fees are the recipient's responsibility.