From photo to figure: exactly what happens after you order
A VoxelPals custom figure order moves through reference review, a design proof, your approval, production and delivery.
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Short answer: Once we have your photo, your first look arrives in 2–3 days for brick figures (a digital proof) or 3–4 days for 3D figures (photos of the sculpted face). After you approve it, your figure is made and finished over 8–12 days, and most orders arrive 20–25 days after we have your photo. Step by step, with photo tips: How to turn a photo into a custom figurine.
A VoxelPals custom figure order moves through reference review, a design proof, your approval, production and delivery. The approval stage matters: production begins after the design is approved, so the total schedule depends partly on the reference photos and the conversation before that point.
The current shipping policy estimates most orders at 20–25 days from photo upload, subject to its stated conditions. This is an estimate, not a guaranteed event arrival date. Check with us before ordering for a wedding, graduation or other fixed occasion.
Start with the product and a clear reference pack
Choose the product, people or pet count, material, size and packaging from the options available on its page. Upload your photos and add short notes explaining which image supplies each face, hairstyle, outfit and pose.
For a group, label every person and describe the arrangement. Supply names and dates as text so the exact spelling is clear. Our photo guide explains what makes a useful reference, and the six-person reference organizer helps with a larger family.
Standard figures and custom scenery are different scopes. Backgrounds, arches, furniture and additional scene accessories require a separate quote. A styled product image is not an inventory of everything included in the base figure price.
Review the design proof
The published design estimate is 2–3 days. Missing information, further questions and the time you take to respond can affect progress. Keep an eye on the email address used for the order, including its spam folder.
When the proof arrives, check the people and pets first, then clothing, arrangement and the written order details. Confirm what kind of preview you are reviewing and which elements it establishes. A concept illustration does not independently verify every fine surface detail or accessory.
A useful review order is:
- Match each character to the right reference.
- Check hair, expression, glasses, clothing and pet markings.
- Check the whole group, base and visibility of every face.
- Read names and dates character by character.
- Confirm material, size, packaging and included extras against the order.
Before approval, you get photos at every step and changes on request. Send one consolidated list for each round, distinguishing corrections from new requests that change the scope. “Use the shorter hairstyle in photo A” is more actionable than “make it better.” See the proof-review checklist for a fuller pass.
Approval starts production
Approve only when the important questions are resolved, and identify the final version clearly. Keep that proof and the agreed scope with your order records.
The shipping policy estimates 8–12 days for production after approval. Waiting for your approval pauses progress; it is not a fixed production interval that begins automatically at checkout. Further custom scene work may need its own agreed schedule.
Before proof approval, the refund policy provides a full refund to the original payment method. After approval, change-of-mind cancellation is not available. If you notice an urgent issue, contact us promptly so we can explain whether a change remains possible at that production stage.
Dispatch and delivery
The current transit estimate is about 10 days after handoff. Tracking is emailed when the parcel is dispatched, and the shipping policy notes that the first tracking scan can take 24–48 hours to appear.
Standard shipping is free, with no minimum order, to destinations we serve. US import duties are included in the price. Customs, remote destinations and peak periods can add time. Confirm the shipping address carefully before ordering; address errors can affect both delivery and reshipping costs.
The overall 20–25-day estimate is not the sum of guaranteed maximums for each stage. Do not rely on an old article, another customer's timeline or an event date entered in the notes as confirmation of delivery by that date.
Check the figure when it arrives
Open the parcel on a clear surface and support the base, avoiding delicate hair, hands, instruments or other projections. Compare the people, text and included items with the approved order. Keep the packaging while checking the contents.
For damage, a manufacturing defect or a material difference from the approved proof, contact us within 14 days of delivery, with the order number and clear photographs. The current policy describes a free remake or full refund for covered problems, including confirmed loss in transit. Completed custom builds do not have a general change-of-mind return option; the 14-day contact window is for reporting covered issues.
Read the refund policy for the complete terms and use Contact before attempting a home repair. A clear reference pack, a deliberate proof review and realistic scheduling help the finished keepsake match the order you intended.
