FAQs

1. What's the shipping situation like? How long does it take to receive my order?

We offer free shipping for all orders. We currently ship to the following countries:

Since all products are custom-made to order, processing and shipping typically takes 10–15 business days. Once your order is shipped, you will receive a tracking number by email.

Please note that delivery times may be longer due to customs delays or peak holiday seasons. We appreciate your patience.

2. What are my payment options?

We offer a variety of secure payment options:

Credit & Debit Cards: Visa, Mastercard, American Express, UnionPay
PayPal: Pay with your PayPal account or as a guest using your credit/debit card
Apple Pay: Available on Apple devices with an active Apple Pay account
Google Pay: Available for Android users
Shop Pay: Save your payment details for faster future checkouts

All transactions are processed securely. If you have any questions, please don't hesitate to contact us.

3. What is your refund policy?

All of our products are custom-made and personalized, so all sales are final. We do not accept returns or exchanges.

However, if your item arrives damaged, we will remake it at no additional cost. To be eligible, you must:

Record a complete unboxing video — starting from the sealed package being opened through the full reveal of the item
Contact us within 48 hours of receiving your order
Email us at info@tacontues.com with your order number and the unboxing video attached

Damage discovered after unboxing, or without an unboxing video, will not be eligible for a remake. All other situations are final sale — no returns or exchanges.

For full details, please visit our Refund Policy page.

4. Can I cancel or modify my order?

If you need to cancel your order, please contact us as soon as possible at info@tacontues.com.

Before production begins: We can cancel your order upon request.
After production has begun: We are unable to accept cancellations, as your piece is already being handcrafted.

If you're unsure whether production has started, feel free to reach out and we'll check for you right away.

5. How does the customization process work?

Place your order and upload clear photos of your pet from multiple angles
Our artists handcraft your piece based on your photos
Once completed, we send you photos of the finished product for your review before shipping
If the colors or painted details don't look right, we'll make adjustments and send you updated photos
Once you're happy with the result, your order is shipped with a tracking number