These Terms govern your use of the Tailsake website and purchases of our custom pet keepsakes.
1. Products, prices, and orders
We sell made-to-order pet portrait charms and related keepsakes. Prices are shown in USD unless otherwise stated. Shipping charges, applicable taxes, and the final order total are shown before payment. By submitting an order, you confirm that your order and delivery details are accurate and agree to these Terms.
2. Custom content and AI previews
You confirm that you have the right to use every photo you upload. AI previews are visual guides before production only. Reasonable variations in colour, crop, scale, gloss, and small production or handmade details may occur. Once a final design is approved or production starts, orders generally cannot be changed or cancelled.
3. Production, shipping, and support
Estimated delivery time includes custom production: Economy Tracked Shipping is free and estimated at 12–18 business days; Standard Tracked Shipping is $7.90 and estimated at 8–12 business days. Delivery may be affected by remote-area service, customs, weather, or carrier delays. If an item is damaged, incorrect, or materially different from the approved design, email hello@tailsake.com within 14 days of delivery with your order number and clear photos. We will review the issue and offer a remake, replacement, refund, or another appropriate remedy.
4. Cancellations and refunds
Personalized products are not eligible for a change-of-mind return after design approval or the start of production. You may request cancellation before production by emailing hello@tailsake.com; we will assist where feasible. Nothing in these Terms limits mandatory consumer rights that apply where you live.
5. Contact and governing law
For questions, contact hello@tailsake.com (Monday–Friday, 9:00 AM–6:00 PM (China Standard Time)). These Terms are governed by the laws of the People's Republic of China. Mandatory consumer-protection laws in your place of residence continue to apply where required.