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This page covers logistics within Hong Kong, timing estimates, and return principles for custom goods. Shipping fees and carriers are shown at quote or checkout. Read the Terms and Refund & remake policy before ordering.
Updated 2026-11-03
We currently ship mold kits and finished pieces only to addresses within the Hong Kong SAR (Hong Kong Island, Kowloon, New Territories; outlying or restricted addresses need checkout or support confirmation). Overseas addresses are not accepted yet; future regions will be announced on the Countries page and at checkout.
You may ship to another recipient, but the order email must receive kit, review, and tracking notices. We cannot support logistics for fully anonymous or unreachable orders.
Leg 1 (mold kit): we send the AB mold kit to your Hong Kong address. After local molding and early feedback, you mail the physical nose mold back to us (return postage and packing rules are in the kit and portal; this return is part of leg 1, not a separate outbound leg).
Leg 2 (finished piece): after mold approval, required confirmations, production, and QC, we ship the finished piece to the same or an updated Hong Kong address. Carriers and tracking for both outbound legs appear in the portal (entered by our team; if a carrier site lags, rely on portal status).
Mold kit: after paid-in-full, we ship within a reasonable number of business days (see product pages and FAQ; Hong Kong public holidays may be excluded). Review: after your uploads or physical mold arrives, early feedback targets 2–3 business days (longer in peak periods).
Production and final shipment: starts after mold approval; time depends on design, queue, and QC. Site day ranges are estimates, not guaranteed delivery dates. Major milestones (mold received, in production, shipped) update in the portal.
Once we hand a parcel to a carrier, transit risk generally follows the carrier’s terms and applicable law; keep tracking proof and inspect outer packaging on delivery. If tracking shows delivered but you did not receive it, contact the carrier and notify us so we can help trace.
When you return a mold, pack per instructions; damage or loss in transit may affect review and production—remedies are in the Refund & remake policy. Returns from wrong addresses, refusal, or failed delivery attempts may incur reship fees payable by you.
Finished pieces are personalized from your physical mold (or confirmed paw mold) under the Terms. Except for non-waivable legal rights, we generally do not accept returns or refunds for change of mind, size choices you confirmed in the portal, or subjective dislike of texture.
If the piece has a quality defect attributable to us (e.g., material mismatch to approved samples, structural safety issue), contact us via the portal within a reasonable time after delivery with photos. We will repair, remake, or refund per the Refund & remake policy. Do not return finished pieces without our agreement.