FAQ
Ordering and Photo Submission
How do I order a custom FurEvo keepsake?
Place your order through the FurEvo store first. After checkout, email your pet photos and customization details to support@furevopets.com and include your order number.
What photos should I send?
Send clear photos that show your pet’s appearance, colors, markings, and expression. Photos from several angles are helpful. You may also include your pet’s story, personality, preferred pose, and any details you would especially like us to capture.
How will I know that FurEvo received my photos?
We will confirm receipt by email and provide an estimated production time. If your order needs to be placed into a production schedule, we will tell you by email.
Production and Approval
How long does production take?
Handmade felt and plush production generally takes approximately 30–45 days. Timing depends on design complexity, the level of detail, and the current production schedule.
Will I receive progress updates?
Yes. FurEvo will provide at least one production progress update while your keepsake is being made.
Will I see the finished product before shipment?
Yes. We will send a final preview by email and/or WhatsApp before shipment.
Can I request changes?
You may request up to two reasonable complimentary modifications before shipment. Requests must remain consistent with the original order, submitted photos, and agreed customization. A substantial redesign may require additional time or charges, which would be discussed with you first.
Will my handmade keepsake look exactly like the photos?
We carefully interpret your pet’s appearance and character from the materials you provide. Because every item is handmade, minor differences in color, shape, texture, proportions, stitching, and artistic interpretation are natural and are not normally considered defects.
Cancellations, Returns, and Problems
Can I cancel my order?
You may request cancellation within 12 hours after placing the order by emailing support@furevopets.com. After 12 hours, custom orders generally cannot be cancelled because scheduling, design, or production work may already have begun.
Can I return a custom product if I change my mind?
Custom products are generally non-returnable for change of mind because they are made specifically for the customer and their pet.
What if my order is damaged, defective, incorrect, or materially different?
Email support@furevopets.com within 7 days after delivery. Include your order number, a description of the issue, and clear supporting photos. We will review the matter and determine an appropriate remedy based on the circumstances and applicable law.
Shipping
How long does shipping take?
Shipping generally takes 7–14 business days after dispatch. Delivery may take longer because of customs, carrier delays, destination, weather, or other circumstances outside FurEvo’s control.
How much does shipping cost?
Shipping rates vary by destination and product and are displayed at checkout.
Who pays customs duties and import taxes?
Customs duties, VAT, import taxes, and local charges are generally the customer’s responsibility unless otherwise stated at checkout.
Photos and Privacy
Will FurEvo use my pet photos for advertising or social media?
Not automatically. Pet photos submitted for an order are not automatically authorized for promotional use. FurEvo will request separate permission before using submitted pet photos or related custom content for promotional purposes.
How long may FurEvo retain my photos and customization records?
Pet photos and customization records may be retained for up to 24 months to support order production, customer service, permitted recordkeeping, and eligible reorders.
Can I ask FurEvo to delete my photos?
Yes. You may request deletion of eligible content by emailing support@furevopets.com. Some information may need to be retained where required for legal, security, accounting, dispute-resolution, or other legitimate purposes.
Still Have Questions?
Email support@furevopets.com. Please include your order number when contacting us about an existing order.