Custom Pet

Wool Felt Care Instructions

Each wool felt piece is handmade with love and meant to be cherished for years to come. To keep it looking its best, here are a few simple care tips:

💨 Dust Removal: Use a soft brush or lint roller to gently remove surface dust or pet hair.

💧 Spot Cleaning: Dab gently with a damp cloth for small stains. Avoid soaking, scrubbing, or machine washing.

🔥 Storage & Environment: Keep away from moisture and high heat. Store in a dry, well-ventilated area to maintain shape.

🐾 Friction & Handling: Try to avoid repeated rubbing against sharp or rough surfaces. Handle with care to prevent deformation.

✂️ Natural Fuzzing: Wool felt may shed a few fibers over time — this is normal. You can gently trim any flyaways with scissors without affecting its overall appearance.

📌 For more care tips and answers to common questions, please visit our FAQ page.

Shipping & Return Policy

Thank you for choosing FeltedMate! All of our wool felt pet portraits are handcrafted and fully customized for you. To ensure a smooth experience, please review the following information regarding order processing, shipping, cancellations, and refunds.

📦 1. Order Processing & Production Time:
After placing your order, we will reach out to confirm your photos and give you a production estimate. Each piece is handmade with care and may take 20 days to 3 months depending on complexity and order volume. We appreciate your patience!

🚚 2. Shipping Coverage & Fees:
We ship worldwide with standard shipping included in your order. For expedited delivery, please contact us in advance to confirm availability and extra fees.

⏱️ 3. Shipping Time:
Standard delivery takes 10–15 days depending on your location. Remote areas may require extra time. We use secure packaging to ensure your item arrives safely.

🔍 4. Tracking Information:
Once shipped, you’ll receive a tracking number via email to follow your order status.

📮 5. Address Accuracy:
Please double-check your shipping address before checkout. We are not responsible for delays or losses caused by incorrect or incomplete addresses.

📉 6. Delays & Notifications:
Handmade items may take longer during busy seasons. We’ll update you via email or social media if any delays occur.

❌ 7. Order Cancellations:
- Cancel within 24 hours for a full refund.
- Cancel between 24–48 hours for a 50% refund.
- No cancellations accepted after 48 hours as production begins.
To cancel, contact us at service@feltedmate.com within the time frame.

↩️ 8. Returns & Refunds:
Due to the personalized nature of our items, we do not accept returns or refunds for reasons like “I changed my mind” or “I don’t like the result.”

✅ We offer refunds or remakes only if:
- The item arrives damaged in transit
- A production error is made on our end
Please contact us within 7 days of receiving your order with your order number and clear photos of the issue.

💡 You can choose to:
- Receive a full refund
- Get the item remade at no extra cost

📦 9. Lost or Undelivered Packages:
If marked as delivered but not received, please check with neighbors or your local postal office. If lost in transit, we’ll help file a claim with the carrier and offer a remake or refund depending on the outcome.

🚫 10. Non-Refundable Cases:
- Low-quality or unclear photos provided by the customer
- Orders completed as per approved photos and requirements

📬 11. Contact Us:
Email: service@feltedmate.com
Official social media (private message)

Your Custom Journey

🛒 Step 1: Place Your Order
Browse our styles and select the one you love. Submit your order through our website.

📩 Step 2: Photo Confirmation (within 24h)
Our team will contact you within 24 hours to confirm your pet’s photos or videos, and share an estimated production start date.

🧵 Step 3: Handmade with Love
Your piece will be lovingly handcrafted by our artists. Depending on the complexity, this step may take 20 days to 3 months.

🖌️ Step 4: Design Review
Once the artwork is complete, we’ll send you preview images. You can request small adjustments before final approval.

📦 Step 5: Delivery
After your final approval, we’ll carefully package and ship your creation to your doorstep. Your felted pet is on its way home!