Frequently Asked Questions

Frequently Asked Questions

Welcome to the ChronoFig FAQ. Here you'll find answers about customization, photos, orders, shipping, payments, returns, and more.

If you still need help, feel free to contact our customer support team.

Orders & Customization

Will I receive a 3D preview before production?

Yes. After you place your order, our design team will create a personalized 3D design based on the photos and customization details you provide.

A 3D preview will be sent to you for confirmation before production begins.

If visible details such as hairstyle, clothing color, glasses, or accessories need adjustment, please let us know during the confirmation stage.

Can I modify my order after placing it?

Yes, changes may be possible before production begins.

You may contact us to request changes to your:

  • Reference photos

  • Color

  • Size

  • Clothing details

  • Accessories

  • Other customization information

Please include your order number and clearly describe the changes you would like to make.

Once production has begun, certain changes may no longer be possible.

Can I cancel my order?

Orders may be cancelled before design or production work begins.

Because each ChronoFig figurine is personalized specifically for you, cancellation requests made after design or production has started may be subject to a 30% customization fee to cover work and resources already used.

Please contact us as soon as possible if you need to cancel your order.

Photo Requirements

What kind of photo should I upload?

For the best results, we recommend using a photo that is:

  • Clear and high-resolution

  • Well lit

  • Front-facing or mostly front-facing

  • Free from heavy filters

  • Not blurry or pixelated

  • Free from objects covering important facial features

If you would like us to recreate specific clothing, shoes, accessories, or other details, please make sure they are clearly visible.

For more detailed guidance, please visit our Photo Guide.

Can I upload more than one reference photo?

Yes.

If one photo does not clearly show all the details you would like us to recreate, additional reference photos can be helpful.

For example, you may provide separate photos showing the face, hairstyle, clothing, shoes, or accessories.

Processing & Shipping

How long will my order take?

Each personalized figurine goes through several stages:

3D Design & Confirmation: 3–5 business days
Production: 5 business days
Shipping: 7–15 business days

Estimated total delivery time: approximately 15–25 business days.

Please note that customer response time during the design confirmation stage may affect the overall timeline.

Processing and delivery may also take longer during holidays, peak seasons, customs clearance, or unexpected carrier delays.

Do you ship worldwide?

Yes. ChronoFig offers worldwide shipping.

Available shipping destinations and shipping fees will be displayed during checkout.

Depending on your country's customs regulations, your order may be subject to import duties, taxes, or customs fees. Any applicable charges are the responsibility of the recipient.

Tracking Your Order

How do I track my order?

Once your order has shipped, you will receive a shipping confirmation email containing your tracking information.

You can also visit Track Order on our website to view the latest available shipping updates.

Depending on the tracking system, you may be asked to provide your:

  • Order number

  • Email address

  • Tracking number

Why hasn't my tracking information updated?

Tracking information may occasionally take 24–72 hours to update after a package has been handed over to the carrier.

Packages may also move between shipping facilities without receiving a scan at every stage.

If your tracking information has not updated for several business days, please contact our customer support team for assistance.

What should I do if my package has not arrived?

First, check your tracking information for the latest delivery status.

If the estimated delivery period has passed, we recommend:

  1. Checking with household members or neighbors.

  2. Checking around your delivery location.

  3. Contacting the local carrier.

  4. Contacting ChronoFig customer support.

If the carrier confirms that the package has been lost in transit and the shipping address provided was correct, we will review the case and provide an appropriate resolution.

Please make sure your shipping information is accurate when placing your order.

Shipping Address Changes

Can I change my shipping address?

Yes, as long as your order has not yet shipped.

Please contact us with:

  • Your order number

  • Your original shipping address

  • Your new shipping address

Once the package has been shipped, we may no longer be able to change the delivery address.

Customers are responsible for providing complete and accurate shipping information.

Payments

What payment methods do you accept?

Available payment methods are displayed during checkout.

We support major credit and debit cards and other payment options available through our checkout system.

Cash on delivery is currently not supported.

What should I do if my payment fails?

Payment may fail for several reasons, including:

  • Incorrect card information

  • Insufficient funds

  • An expired card

  • Bank authorization restrictions

  • International payment restrictions

  • Temporary payment provider issues

Please check your payment information and try again.

You may also try another payment method, browser, or device.

If the problem continues, please contact your bank or our customer support team.

Is it safe to pay on the ChronoFig website?

We use secure checkout technology and SSL encryption to help protect information transmitted through our website.

Payments are processed through secure payment providers according to the payment methods available at checkout.

What currency will I be charged in?

Product prices and the checkout currency are displayed on the website before payment.

If your card uses a different currency, your bank or payment provider may convert the amount according to its exchange rate and may charge additional currency conversion or international transaction fees.

Returns & Refunds

Can personalized figurines be returned?

Because personalized figurines are made specifically according to your photos and customization requirements, different return conditions may apply compared with standard non-customized products.

If you would like to request a return, please contact us with your:

  • Order number

  • Description of the issue

  • Clear photos of the product, if applicable

Returns for non-quality-related reasons involving personalized products may be subject to a 30% customization fee.

For complete details, please refer to our Return & Refund Policy.

What if my item arrives damaged or has a quality issue?

Please contact us as soon as possible and provide:

  • Your order number

  • A description of the issue

  • Clear photos or videos showing the problem

Our team will review the situation and work with you toward an appropriate solution.

How long does a refund take?

Once a refund has been approved and processed, the time it takes to appear in your account depends on your bank, card issuer, or payment provider.

Please note that processing times may vary between financial institutions.

Order Status

Why is my order still being processed?

A personalized ChronoFig order goes through several stages before shipment, including:

Order Received → 3D Design → Customer Confirmation → Production → Quality Check → Shipping

Your order may remain in processing while the design or production stage is underway.

If you believe your order has been in the same stage for an unusually long time, please contact us with your order number.

Does a payment confirmation mean my order has shipped?

No.

A payment confirmation means that your payment has been received and your order has entered our processing workflow.

You will receive separate shipping confirmation and tracking information once your package has been shipped.

I didn't receive an order confirmation email. What should I do?

Please check your:

  • Spam folder

  • Junk mail folder

  • Promotions folder

Also confirm that the email address entered during checkout was correct.

If you still cannot find your confirmation email, please contact us with your name and order information.

Technical Help

What should I do if my photo won't upload?

Try the following:

  1. Refresh the page and upload the photo again.

  2. Check that your internet connection is stable.

  3. Try another browser or device.

  4. Use a JPG or PNG image.

  5. Try uploading a different photo.

If the issue continues, please contact our customer support team.

Why can't I add a product to my cart?

Make sure all required customization options have been selected before clicking Add to Cart.

If everything has been completed correctly, try refreshing the page or using another browser or device.

What should I do if checkout isn't working?

Please check that:

  1. Your shipping information is complete.

  2. Your payment information is correct.

  3. All required product options have been selected.

  4. Your internet connection is stable.

You can also try using another browser, device, or payment method.

If the problem continues, please contact us for assistance.

Discounts & Promotions

How can I receive ChronoFig discounts?

Subscribe to our email list to receive updates about:

  • Exclusive offers

  • Seasonal promotions

  • New products

  • Personalized gift ideas

You can also check our website for current promotions and available discounts.

Still Have Questions?

We're happy to help.

If you've already placed an order, please include your order number and a brief description of your request so we can assist you more efficiently.

Email: support@chronofig.com
WhatsApp: +852 5424 0759

— Turn your favorite moments into personalized 3D keepsakes with ChronoFig. —