Questions About Your Custom PixoFig?
Here is what to know before uploading a photo, approving your design and receiving your finished figurine.
Before You Order
What is a PixoFig custom 3D figurine?
It is a made-to-order, full-color resin figurine created from photos you provide. We turn recognizable details such as hairstyle, clothing, pose and accessories into a stylized 3D keepsake.
What kind of photo works best?
Use a sharp, well-lit photo where the face, hairstyle, outfit and pose are easy to see. Avoid heavy filters, motion blur and cropped hands or feet whenever possible.
Can I upload more than one photo?
Yes. Choose one main photo to define the pose and overall look. Additional face, side or back views can help clarify hidden clothing details, accessories or pet markings.
Can you create couples, families and pets?
Yes, when the matching product option is available. Choose the model type that matches the number of people and pets you want included.
Can you change the clothing, pose or accessories?
Tell us what you would like in your order notes and include clear reference photos. Feasibility depends on the product style, image quality and the complexity of the request. We will contact you if clarification or an additional charge is required.
Will the figurine look exactly like the photo?
A PixoFig is a stylized 3D interpretation, not an exact miniature clone. We focus on the most recognizable visual cues, including the face, hairstyle, outfit, pose and accessories.
What sizes are available?
Sizes are listed on each product page. Check your selection before ordering, as smaller sizes may affect proportions and fine details. Need another size? Contact us for customization.
Preview & Design Approval
Is the instant website preview the final 3D model?
No. The instant website preview is a model-style 2D image that helps you explore a visual direction; it is not the final 3D model. After checkout, our team creates and refines the production 3D model from your photos, selected style and order notes.
What if I do not like the instant preview?
Contact us by email or WhatsApp before ordering. Send the original photo and describe what you want changed, and our team will help review a new direction with you.
Will I see the 3D design before printing?
Yes. We send multi-angle images and a short preliminary model video by email or WhatsApp for review. Printing begins after you approve the model.
Can I request revisions to the 3D design?
You can request adjustments throughout the pre-production preview stage. Once the preliminary 3D model is established, up to three revision rounds are included. Please send clear, consolidated feedback. Major changes that differ from the original order might require an additional fee or a new order.
What can be changed during review?
Depending on the selected product and reference photos, we can usually review feedback about recognizable facial details, hairstyle, clothing colors, accessories and minor pose details. Structural or concept changes might require a new order or additional charge.
What happens after I approve the design?
Approval authorizes PixoFig to begin production. Because production is made specifically for you, changes or cancellation might no longer be possible after this point.
Production & Shipping
How is my figurine made?
After approval, the 3D model is prepared for full-color resin printing. Every piece completes five stages: basic cleanup and removal, strengthening and curing, surface refinement, protective-coating application, and final quality inspection and packing.
How long does the full process take?
Most orders arrive within 2–3 weeks if you respond promptly to design and approval requests. Modeling takes 2–3 business days, printing and finishing another 2–3, and shipping 7–10. Revisions, peak periods, destination, or carrier delays may extend this timeframe.
Will I receive tracking information?
Yes. Tracking details are sent when the package is dispatched.
Do you ship internationally?
We currently ship to the contiguous 48 U.S. states, Canada, Mexico, Argentina, the United Kingdom, Germany, France, Spain and Japan. We do not currently ship to Washington, D.C., Alaska, Hawaii, Puerto Rico or other U.S. territories.
Will I have to pay customs duties or import fees?
No additional import charge should be due upon delivery. PixoFig covers applicable customs duties, import taxes or VAT, and carrier clearance fees for the supported destinations listed above.
Can you guarantee delivery by a specific date?
We cannot guarantee an exact arrival date because design approval and carrier transit can vary. If your figurine is for a holiday or important event, please order early and tell us the date before placing your order.
Changes, Returns & Support
Can I change or cancel my order?
Contact us as soon as possible. Orders can be fully refunded before 3D modeling begins. If modeling has begun but printing has not been approved, 50% of the order value is retained for custom design work already completed. Orders cannot be canceled or refunded after the model is approved for printing.
Can a personalized figurine be returned?
Because each figurine is made specifically from your photos and cannot be resold, change-of-mind returns are not accepted after printing is approved. Before that point, the cancellation terms above apply. Damaged or incorrect items are handled separately under our Refund Policy and applicable consumer rights.
What if my order arrives damaged or incorrect?
Contact us within three calendar days of delivery with your order number and clear evidence of the damage, such as photos of the item, packaging and shipping label, plus an unboxing video when available. We keep a packing video for shipment verification. If our review confirms product damage or shipping damage, we will make and send one replacement figurine. This reporting request does not limit any mandatory consumer rights that apply in your location.
How can I contact PixoFig?
You can message us anytime by email or WhatsApp. Our standard staffed support hours are 9:00 a.m.–6:00 p.m. ET, and we respond within 12 hours at the latest. Include your order number when asking about an existing order.
Photo Privacy
How is my figurine made?
After approval, the 3D model is prepared for full-color resin printing. Every piece completes five stages: basic cleanup and removal, strengthening and curing, surface refinement, protective-coating application, and final quality inspection and packing.
How do you use my uploaded photos?
Your photos are used only to provide the preview, create your custom product and support your order, in accordance with our Privacy Policy. Uploaded photos are deleted after the order is completed.
Will my photo or figurine be posted publicly?
We will only feature a customer’s source photo, figurine or story in public marketing after receiving separate permission from that customer.
Can I request deletion of my uploaded photos?
Yes. Uploaded photos are deleted after order completion. You can also contact us to request deletion. If your order is still active, deleting required reference photos can prevent us from completing the custom product, so we will explain the available options before processing the request.
Still Need Help?
Send us your photo and question before ordering, or include your order number if you have already placed an order.