Frequently Asked Questions

Clear, well-lit photos that show your pet's face and markings from the front give us the most to work with. You can upload one reference photo when you commission a piece; if we need another angle, we'll reach out.

You choose the form, size, material, and finish, and you can add a short story about your companion. Each option updates the live preview and price as you go.

Contact us as soon as possible. We can usually adjust details before production begins, but once we start sculpting, changes may not be possible.

Because every piece is handmade, production typically takes a few weeks. You'll see status updates in your account, from scheduling through to delivery.

We ship internationally, with a focus on the US and Europe. Shipping is calculated at checkout based on your destination.

We pack every piece carefully, but if something arrives damaged, email us within 14 days of delivery and we'll arrange a repair or replacement.

Keep it dry and out of direct sunlight, and dust it gently with a soft, dry cloth. Avoid water and cleaning chemicals, which can affect the finish.

Because every keepsake is personalized and made to order, it can't be resold — so once production begins, orders can't be cancelled or refunded, and finished pieces can't be returned unless they arrive damaged or defective. If you need to cancel or change something, contact us before production starts and we'll do our best to help.

Email us at hello@maisenvica.com — we read every message and aim to reply within a couple of business days.