CONTACT & SUPPORT

We appreciate your interest in our handcrafted products and thank you for choosing our services. Please be informed that due to the meticulous craftsmanship involved in our production process and the utmost attention we devote to each item, there may be significant variation in the time between order acceptance and shipment.

For your reference, the estimated completion times for orders containing a single item are as follows:

  • 2-5 weeks for an unpainted statue
  • 4-9 weeks for a painted statue

Kindly note that these time frames are provided as approximations and may not precisely reflect the actual completion time of your specific order. We sincerely thank you for your patience and understanding as we diligently fulfill our existing orders.

From the moment your order is marked as “Shipped”, delivery times are generally between 7 to 10 days, but certain exceptional circumstances (periods of high demand, logistical problems, strikes, pandemics, etc.) can extend this time to an average of 3 weeks.

The production of a custom sculpture is a meticulous process, and the duration can vary significantly based on the complexity of the request.

Sculpting the custom model typically spans several weeks to months, contingent upon the intricacy of the design. Our dedicated team of skilled artists invests significant effort to ensure the final product aligns precisely with your vision.

Following the completion of the 3D sculpting phase, the custom piece undergoes standard production procedures akin to any other sculpture in our catalog before being dispatched to you. Please refer to the two previous items of this FAQ to find out more about estimated times after this step.

To enhance your purchasing experience and optimize our shipping procedures, we offer a streamlined, fast, and tracked delivery option for all our customers.

Please take note that shipping costs are contingent upon your geographical location. Shipping costs are calculated during the checkout process.

Yes, we offer worldwide shipping to bring Fur Collectibles Store’s products to customers around the globe.

Please note that we are only able to ship to residential addresses. We reserve the prerogative to cancel and refund any order placed with an address that does not meet this criterion or raises reasonable suspicion.

We’re sorry to hear that your parcel has been delayed.

If it has been less than 3 weeks since you received your shipping confirmation, please allow a little more time. Our average delivery time is 2 weeks, but exceptional circumstances beyond our control (periods of high demand, strikes, pandemics, logistical problems) may extend this time to 3 weeks.

If your parcel has not been delivered after this time, please contact us using the contact form available here, using “Order tracking & Delivery” as your inquiry.

A tracking number will be emailed to you as soon as it is available. Go to the package tracking page and enter the tracking number into the form to get up-to-date information about the current status of your package.

As soon as this number is available, it will be sent to you via the email address you used to place your order.

The average time between when the tracking number is made available
is made available and the moment it is communicated to you by email
is 24 hours.

Some stages in the delivery of your parcel may take longer than others (customs clearance, delivery to your local center, etc.).

If you notice that the status of your order has been frozen for more than 7 days, we invite you to contact us via the contact form available here, with “Order tracking and Delivery” as your inquiry.

We are working in partnership with MBE and their affiliates to get our products delivered to you in a swift, tracked, and professional manner.

We offer a comprehensive warranty covering products damaged during shipping. This warranty can be claimed up to 15 days after package has been received, but ideally, we invite you to reach to our Customer Support with the Contact Form available here, as soon as possible.

Our Warranty covers goods damaged during shipping or otherwise presenting a visible defect. Damages resulting from improper manipulation or use is not covered by this warranty.

If your 3D printed statue arrives damaged, we’re here to assist you. Here’s how we handle different levels of damage:

  • Minor Damage (e.g., a single finger, a strand of hair, a tiny piece):

    • This is not considered severe damage and won’t affect the overall quality of the sculpture.
    • A replacement part can be shipped with your next order if feasible. However, you must contact Customer Support first so the replacement can be arranged. Please use the Contact Form available here, using “Returns & Refunds” as your inquiry.

  • Major Damage (e.g., significant structural issues that can’t be repaired with glue):

    • If the damage is substantial and cannot be repaired, we will ship you a replacement piece.
    • Please reach out to our customer support immediately with clear pictures of the damage and your order number. We’ll work swiftly to send you a replacement piece to ensure your satisfaction.
    • Please use the Contact Form available here, using “Returns & Refunds” as your inquiry.

We are committed to ensuring that you receive your 3D printed statue in perfect condition, and we’ll do our best to resolve any issues promptly.

When receiving your package, if you notice one of your product is damaged, we invite you to reach out to our Customer Support with the Contact Form available here, using “Returns & Refunds” as your query.

The damaged goods warranty can be claimed for up to 14 days after receiving your package.

No additional fees are associated with this warranty.

Please contact us using the contact form available here, using “Returns and Refunds” as your inquiry.

You will be given a return address once your request has been validated by our services.

You will be asked to return the complete item in its original packaging, using a method with a tracking number.

We accept payment by VISA or MASTERCARD via our payment processor Stripe.

Yes, FurCollectibles Store has a secure HTTPS connection with the SHA-256 algorithm.

Payment of your order is handled by the Stripe payment gateway, which also has a secure connection.

For your convenience, there are three ways for you to contact our Customer Service :

  • Use the contact form available here.
  • Join our official Discord Server and open a ticket:
    1. Read the rules in the #rules channel.
    2. Head over to the #get-access channel and click the Verify Here button.
    3. Follow the instructions on the #open-ticket channel in order to open a ticket with our Customer Support.
  • Reach out to us via our Twitter/X DMs

Our customer service is at your disposal 7 days a week. We do our utmost to respond to your request within 24 hours.

Please contact us using the contact form available here, using “Returns and Refunds” as your inquiry.

Please contact us using the contact form available here, using “Returns and Refunds” as your inquiry.

You will be given a return address once your request has been validated by our services.

You will be asked to return the complete item in its original packaging, using a method with a tracking number.

Once a statue in your order has reached the “Printing” or “Printed” status, it cannot be refunded.

However, if your order includes a paintjob and the statues have not entered the “Painting” or “Painted” status, you can receive a partial refund for the paintjob.

You will be refunded the difference between your selected paintjob and the unpainted version of the same-size, same options statue. The unpainted statue will still be shipped to you.

We understand the importance of your satisfaction, and we’re here to assist you throughout the process. If you have any questions or concerns about your order, feel free to reach out to our support team for personalized assistance, using “Returns & Refunds” as your query.

Customs duties may apply. In accordance with the law, you will be responsible for these charges.

Yes, an invoice should be sent to the e-mail address you provided when you placed your order.

If this is not the case, please contact us using the contact form available here, using “Invoice” as your inquiry.

Our business is located in beautiful, sunny Italy!

Certainly, we offer continuous special offers for our valued customers. Here are the details:

  • Upon the launch of any new product (excluding those from events), an immediate discount is applied to your purchase. This offer usually lasts up to 14 days after the product is released.
  • Additionally, when you buy products created by the same artist, you will receive a discount during the checkout process. These incentives are designed to enhance your shopping experience and provide you with added value for your purchases.

Currently, we do not have any immediate plans to release .stl files of our products. However, we do offer exclusive small .stl goodies on our Patreon platform, providing an opportunity for enthusiasts to access unique digital content.

We’re delighted that you’re interested in the FurCollectibles Store product line! If you’d like to be kept informed of our latest news, new products and promotional offers, we encourage you to sign up for our newsletter, using the form at the bottom of our website.

Typically, if the parts arrive unglued, it’s probable that specific part doesn’t require glue for assembly. However, if you believe a part could benefit from additional stability, you’re welcome to apply glue as needed.

No, we do not have the required hardware to do so at this point.

We would love to have you be a part of our growing community!

Feel free to use this invite link to join and start chatting with us!

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