Frequently Asked Questions (FAQ)

Frequently Asked Questions (FAQ)

I. About Our Products

Q1: Where are your hand-carved statues made?

All statues are hand-carved by traditional craftsmen from the Chaoshan region, using natural materials such as cypress wood, camphor wood, and solid brass. Each piece is finely polished and carries the dedication of Chaoshan artisans.

Q2: Will natural materials have color variations?

Yes. Cypress wood, camphor wood, crystals, and other natural materials may vary slightly in color and grain. This is normal and not considered a quality defect — it is part of their natural beauty.

Q3: Do your products come with packaging?

Yes, all statue collections come in a gift box, suitable for gifting or personal collection. Bracelets and necklaces also come with a velvet pouch for safe storage.

Q4: Where should I place a hand-carved statue?

It is generally recommended to place the statue in a clean, quiet, and elevated spot in your home, such as a living room shelf, study, or a dedicated display space. Specific placement guidance is included with each product (for cultural reference only).

Q5: How do I clean and maintain a statue?

Wipe gently with a soft, dry cloth. Avoid rinsing with water or using chemical cleaners. Wooden statues can be maintained with a small amount of natural wood wax periodically; brass statues can be buffed with a dry cloth to maintain their shine.

Q6: Can crystal bracelets fade?

Natural crystals themselves do not fade. However, prolonged exposure to strong sunlight may cause some crystals to become slightly lighter in color. We recommend avoiding direct sunlight for extended periods.

Q7: Are the beads on bracelets natural or synthetic?

All our bracelets are made from natural crystals, natural stones, or natural wood. Each bead has its own unique texture and color — we never use synthetic imitations.

II. Keepsakes & Remembrance

Q8: What makes your pet keepsake collection special?

Our pet keepsake collection is built around the theme of companionship and quiet remembrance. Every piece carries the sentiment: "They came. They loved. They stayed." The collection includes remembrance candles, engraved keepsakes, and small display pieces — helping you honor the connection with your beloved companion.

Q9: How long does a remembrance candle burn?

Burn time varies by size: small candles burn for about 2-3 hours, medium for about 5-6 hours, and large for about 10-12 hours. Please refer to the product label for specific details.

Q10: Can keepsake items be customized?

Some keepsake items — such as engraved wooden plaques or small display pieces — support engraving or personalization. Please check the product page or contact customer service for customization options.

III. Shipping

Q11: Which countries do you ship to?

We ship worldwide, including Hong Kong, Southeast Asia, North America, Europe, and Australia. Some remote areas may require additional confirmation — please contact us before placing your order.

Q12: How long does delivery take?

  • Processing time: 1-3 business days

  • Standard shipping: 7-20 business days

  • Express shipping: 5-10 business days

  • Priority shipping: 2-5 business days

Actual delivery time depends on the carrier and destination.

Q13: Will I receive a tracking number?

Yes. Once your order is shipped, you will receive an email with a tracking number and a link to check your package status anytime.

Q14: Will I be notified when my order ships?

Yes. A shipping confirmation email with tracking information will be sent once your order is on its way. Please check your inbox (and spam folder occasionally).

Q15: What if my package never arrives?

First, check the tracking status. If the tracking has not updated for a long time or shows "delivered" but you haven't received it, please contact us. We will help communicate with the carrier.

IV. Returns & After-Sales

Q16: Can I return a product?

  • Custom-made products (custom engravings or personalized designs) are non-returnable unless defective

  • Other products may be returned within 14 days of receipt, unused and in original packaging

  • Return shipping costs are paid by the buyer

Q17: What if I receive a damaged product?

Please take photos of the damage within 7 days of receipt and contact us with your order number and photos. After verification, we will arrange a replacement or refund.

Q18: What if I receive the wrong product?

If the item you received does not match your order, please keep the original packaging and contact us within 7 days. We will arrange an exchange or refund as soon as possible.

Q19: How long does a refund take?

After we receive and inspect your return, we will process the refund within 7 business days. The refund will be issued to your original payment method. The actual arrival time depends on your bank or payment provider.

Q20: Can I exchange a product?

We offer exchanges for products with manufacturing defects. Please contact us within 7 days of receipt with photo proof. After verification, we will cover the shipping costs for the exchange.

V. Customer Service & Help

Q21: How can I contact customer service?

You can reach us through the following channels:

  • Click the chat icon at the bottom right corner for instant live chat

  • Email us at yanganshi713@outlook.com

  • Submit a message via the "Contact Us" page

We typically reply within 12 hours.

Q22: What are your customer service hours?

Our support team is available Monday through Sunday, 9:00 AM to 9:00 PM (Hong Kong Time). For messages sent outside these hours, we will respond on the next business day.

Q23: Do you have a physical store?

Currently, we operate primarily online and do not have a physical retail store. All products can be browsed and purchased online. For special requests, please contact us.

Q24: Can I place a bulk order or discuss partnership opportunities?

Yes. For bulk purchasing, wholesale, or partnership inquiries, please contact us via email with your collaboration interest and contact information. We will reach out to you as soon as possible.