FAQs Page

FAQs

Order Process

HOW DOES IT WORK?

Collect Photo & Text: After you've placed the order, our designers will start working on it.
Production Time (2-5 days): Our team will personalize the product and pack it.
Shipping (3-6 days): After the production phase, our team will ship order directly to you.

WHAT ARE THE NECKLACE DETAILS?

Material: Stainless steel
Colors: Silver, Gold and Rose Gold
Necklace Size: 56 cm / 22″
Pendant Size: 20 mm / 0.7874″
Optional Back Engraving: We can do it for an extra cost of 4$.
Packaging: The order is packaged in a jewelry box added into a bubble wrap envelope to make sure it arrives to you in the same condition we've sent it.

WHAT ARE THE PORTRAIT DETAILS?

Ready-to-hang: Includes hanging kit, ready to hang directly on the wall.
Frame Material: Durable pine wood.
Frame Measurements: 20-25mm (0.79"-0.98") thick, 10-14mm (0.4"-0.6") wide.
Paper Weight: 250 gsm (110 lb), Thickness: 0.29 mm (11.4 mils).
Paper Finish: Matte, uncoated, natural white (off-white).
Protection: Shatterproof plexiglass protects the poster.
Sustainable Paper: FSC-certified materials or equivalent.
Available Sizes: 15 sizes in inches (US&CA) and cms (rest of the world).

WHAT'S THE PERSONALIZATION TECHNIQUE USED?

Our items are personalized utilizing laser engraving. Laser engraving is an exact and lasting strategy where a lean layer of the material is carved absent, taking off a dim, high-contrast stamp. This method guarantees toughness and a proficient wrap up on all our items.

For portraits, we use direct-to-substrate printing on high-quality, acid-free matte paper.

CAN I ORDER PRODUCTS ABOUT ANY ANIMAL?

Yes! Simply upload an image of another animal and that's it!

WHAT MATERIAL IS THE JEWELRY MADE OF?

The jewelry is made from 304L stainless steel, hypoallergenic and safe for the skin. Gold and rose gold variants are plated with 18K gold.

CAN I CANCEL OR GET A REFUND?

As our products are personalized, we are unable to accommodate order cancellations once they have been placed. Please check our Refund Policy.

SATISFACTION GUARANTEE

You have 2 to 24 hours from the time of order placement to make any necessary changes. Given the nature of our products, we do not accept returns, so if the product does not reach you in good condition or if it does not comply with the customization you chose, we will send you a new one at no extra cost.

DO I GET UNLIMITED DESIGN PREVIEWS?

Yes! We offer unlimited design previews for you to be 100% satistied and only ship once it's approved.

Also, if your product arrived damaged we'll send you a new one for free!

If you need help choosing a photo send us an email to contact@spiritail.com

CAN I SEE THE FINAL PRODUCT DESIGN BEFORE BUYING?

As our products are handmade and 100% personalized, we can't send you the final product design before receiving the order. However, we offer unlimited design previews and send a new product if yours is damaged, so you can be completely satisfied!

If you need any help just send us an email to contact@spiritail.com

WHAT'S THE TURNAROUND TIME?

Design preview (1-4 days): After placing your order, we'll send you a design preview directly into your inbox.

Production (2-5 days): If you approve the preview, we'll craft and ship your unique piece with love.

Shipping (3-6 days): After production, your order will be on its way soon! Faster shipping options are available at checkout.

Want it faster? Use our FastTrack Preview to service to receive your design preview sooner and select Standard shipping at checkout to get a quicker delivery

WHAT SHIPPING CARRIERS DO YOU USE? DO YOU OFFER A TRACKING NUMBER?

In the US we use USPS and you can track your order at Order Tracking.

DO YOU SHIP WORLDWIDE?

Currently, we only ship to the US, but we'll expand to other regions in the future.

WHAT ARE THE SHIPPING TIMES AND PRICES?

Shipping times and prices for USA:

- Economy: 5 - 8 business days ($4.90).

- Standard: 3 - 4 business days ($6.90).

WHICH PAYMENT METHODS DO YOU ACCEPT?

- All major debit and credit cards such as Visa, Mastercard, American Express, UnionPay and more.

- Paypal.

- Installment payments with Klarna and Afterpay.

Payments are processed in US Dollar.

HOW CAN I CHECK MY ORDER STATUS?

You can check your order status at spiritail.com/apps/parcelpanel

HOW CAN I CONTACT SUPPORT?

HOW LONG DO YOU TAKE TO REPLY TO EMAILS?

You can expect to get a reply from us in less than 24 hours. However, in high demand seasons this can take up to 48 hours.

Shipping & Payment

WHAT SHIPPING CARRIERS DO YOU USE? DO YOU OFFER A TRACKING NUMBER?

We work with 40+ global shipping carriers, including DHL, FedEx, Royal Mail, Blue Dart, and ZTO Express. The best carrier for your order is chosen based on factors like production and delivery locations, shipping method, and package weight. We offer a tracking number independently of the carrier. Check yours at Order Tracking.

DO YOU SHIP WORLDWIDE?

Currently, we only ship to the US, but we'll expand to other regions in the future.

WHAT ARE THE SHIPPING TIMES AND PRICES?

Shipping times and prices for USA:

- Economy: 5 - 8 business days ($4.90).

- Standard: 3 - 4 business days ($6.90).

WHICH PAYMENT METHODS DO YOU ACCEPT?

- All major debit and credit cards such as Visa, Mastercard, American Express, UnionPay and more.

- Paypal.

- Installment payments with Klarna and Afterpay.

Payments are processed in US Dollar.

Customer Support

HOW CAN I CHECK MY ORDER STATUS?

You can check your order status at Order Tracking page.

HOW CAN I CONTACT SUPPORT?

HOW LONG DO YOU TAKE TO REPLY TO EMAILS?

You can expect to get a reply from us in less than 24 hours. However, in high demand seasons this can take up to 48 hours.

DO YOU OFFER REFUNDS?

At SpiriTail, every piece is crafted uniquely for you, making each order truly special. Because of this, we are unable to accept cancellations, returns, or refunds once an order has been placed.

However, your satisfaction is our priority! If your item arrives damaged or defective, simply reach out to our support team with clear photos, and we’ll gladly send a free replacement.

Additionally, our "FasTrack Preview" priority processing service is non-refundable.

"Capturing Your Most Cherished Moments in Timeless, Custom Creations."

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