Frequently Asked Questions
What is the difference between the Custom Bust Sculpture and the Custom Full Body Sculpture?
The Custom Bust focuses on the head and shoulders, capturing the unique facial expressions of your pet. The Full Body Sculpture recreates specific poses (sitting, laying down, etc.) and includes the entire body.
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Note: Busts are currently available for dogs only, while Full Body sculptures can be created for both dogs and cats and even other favourite animals (koalas, otters, etc).
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Finishes: Both options are crafted from high quality eco-friendly resin and can be hand painted to match your pet's markings or finished in a monochromatic elegant tone (Textured Stone, Matte Black, Hammered Bronze, or Rose Gold).
Can I customise the base of the sculpture?
Our Custom Busts come standard with the Eternal Keepsake Base, a memorial urn drawer base featuring an elegant plaque and nameplate. If you prefer a more minimalist or alternative base, we can certainly accommodate you, please contact us prior to ordering to discuss your vision.
Our custom full body posed sculptures come free standing, but we are happy to discuss a base if you wish to have one. Please reach out!
What size options are available?
We offer a range of sizes to suit your display preferences, typically ranging from desktop friendly 10cm models to larger 25cm statement pieces. Please refer to the specific product page for exact dimensions and scale options.
Please note: final sculpture heights may vary slightly depending on the breed, though base dimensions remain consistent within each size category. If you're unsure which size is best for you, feel free to reach out, we’re always happy to help!
What materials are the sculptures made from?
Our sculptures are printed in:
- Resin (high detail, premium finish)
While our bases are printed in:
- PLA Filament (structural stability, great quality)
How long does it take to receive my sculpture?
Custom Sculptures generally take 4–6 weeks, depending on complexity and time it takes for the digital images to be reviewed and accepted. Printing and painting does not commence until we receive written consent of the digital preview.
Shipping times depend on your location within Australia. We’ll keep you updated every step of the way!
Do you ship outside of Australia?
Not at the moment—we currently ship within Australia only.
Is shipping included in the price?
Shipping is not included in the product price and is calculated at checkout based on your location, size and shipping requirements of your sculpture.
How are the sculptures packaged for delivery?
Every sculpture is packed in a special box with safety materials inside, tailored to the material type to ensure it arrives safely and securely.
What do I need to provide for a Custom Statue?
Just clear photos of your pet from a few different angles (front, side, back if possible). We’ll take care of the rest and capture the spirit of your pet in every detail. From experience, the most aesthetic sculpts are straight facing, but please let us know if you want to change or add any quirky movements to your pups head and we will do our best to bring it to life!
Can the Drawer Base really be used as an urn?
Yes, the Drawer Base includes a compartment designed to hold ashes, making it a beautiful and respectful way to remember your beloved pet. Depending on the size of the memorial you select, you can either keep them all in the base, or choose to keep a portion of ashes, fur, or other keepsakes safely within the base, while scattering the remaining ashes in a meaningful location.
Can I order a sculpture of a pet other than a dog?
While our Busts are currently dog exclusive, our Full Body Sculptures are available for both dogs and cats. We also are happy to discuss commissions for other beloved pets. If you have a more exotic pet in mind, feel free to reach out to us! We love a creative challenge and can discuss custom commissions.
Can I see my sculpture before it’s made?
Yes! For our custom sculptures, you’ll receive a detailed 3D digital preview before production begins. You can request up to five revisions to make sure your pet’s likeness and spirit are captured perfectly before we start crafting the physical piece.
What happens if I change my mind after seeing the 3D preview for my Signature Series sculpture?
If you decide not to proceed after reviewing your custom Signature Series preview, you can cancel your order. A non-refundable deposit of $250 will be retained to cover the work completed to date, and you’ll be refunded the remaining balance you’ve paid.
Do the sculptures come painted in full colour?
Yes! You can choose our Hand Painted finish, where our artists use high quality acrylics and airbrushing techniques to replicate your pet’s unique coat patterns and colors based on the photos you provide. Alternatively, you can opt for one of our monochromatic "Statuesque" finishes for a more classical look.
Are the sculptures waterproof or outdoor-safe?
Our sculptures are intended for indoor display only. While resin is durable, exposure to direct sunlight, moisture, or extreme temperatures can cause damage or fading over time.
Can I order multiple pets together in one sculpture?
Yes, in certain cases. We can discuss multi-pet arrangements for our custom sculptures, availability will depend on size, pose, and complexity. Please contact us before ordering so we can confirm the details and provide a quote.
Do you keep my pet’s 3D file on record?
Yes. Once we create your pet’s 3D model, we keep it securely on file. This means if you ever want another sculpture or a different size/base option in the future, we can reproduce it without needing a new design process (additional costs will apply).
How do I care for my sculpture?
Simply dust it gently with a soft, dry cloth. Avoid using cleaning sprays, water, or abrasive materials, as these may damage the surface or finish.
Do you offer gift vouchers?
Yes! Gift vouchers are available and can be used toward any product in our store. They’re perfect for birthdays, memorials, or special occasions. Please send us an email if you are interested and we will prepare one.
Can I add accessories to my sculpture?
Absolutely. We can add items like collars, tiaras, Christmas hats, dog treats, bones, or even a favourite toy, based on the photos you provide. These accessories are an additional cost and can be discussed when placing your order.
Will my sculpture look exactly like the photos of my pet?
Our goal is to capture the unique features and spirit of your pet as faithfully as possible. While every detail is carefully considered, please remember that these are handcrafted art pieces and may have slight artistic interpretation.
Can I visit your studio?
We operate from a private studio and currently don’t offer public visits. However, we share behind the scenes content on our social media so you can see our creative process.
HEARTSPACE PETS TERMS AND CONDITIONS
Effective Date: 01/04/2026
These Terms and Conditions ("Terms") govern your use of the Heart Space Pets website, services, and products. By accessing or purchasing from Heart Space Pets, you agree to be bound by the following Terms. If you do not agree, please refrain from using our services.
1. Overview
Heart Space Pets is an Australian based business offering handcrafted pet sculptures. Our primary services include Custom Bust Sculptures and Custom Full Body Sculptures created based on customer provided photography. Products are available via our website, markets, and authorised third-party platforms.
2. Handmade Product Disclaimer
All sculptures are handcrafted using eco-friendly resin and manual finishing techniques. As such:
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Each piece may show natural variations in texture, finish, colour, and exact dimensions.
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While we strive for an exacting likeness based on digital previews, the final physical product may differ slightly due to the handmade process and material properties.
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These artistic variations are not considered faults and do not qualify for a refund.
3. Custom Design & Approval Process
For all custom sculpture orders:
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3D Preview: A digital 3D preview of the model will be provided before physical production begins.
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Written Approval: Customers must approve the 3D model in writing (via email or platform messaging).
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Timelines: Production and shipping timelines do not commence until written approval is received.
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Customer Obligation: Delays caused by a lack of response are not the responsibility of Heart Space Pets. We will attempt multiple follow-ups; however, timely approval is required to maintain your place in our production queue.
4. Refunds, Returns & Damage Claims
Due to the highly personalised, made-to-order nature of our custom sculptures, we do not offer refunds or returns for "change of mind," subjective dissatisfaction with artistic style, or minor variations.
Damage Claims:
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You must notify us within 14 days of receiving your order if an item is damaged.
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Clear photographs of the damaged item and all original packaging are required for assessment.
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If damage is confirmed to be due to shipping or packaging faults, we will offer a replacement or repair in accordance with Australian Consumer Law.
Cancellations After Digital Preview: If, after reviewing your custom digital 3D preview, you decide not to proceed with physical production, you may request to cancel your order.
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A non-refundable design and labor fee of $100 will be retained to cover the work completed by our artists to that point.
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Any remaining balance paid will be refunded to your original payment method.
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Once you have given written approval to proceed to physical production, the order is non-refundable.
5. Use of Images and Photography
By submitting reference images, you confirm you own the rights to those images or have explicit permission to use them. Heart Space Pets retains the right to photograph and share images of completed sculptures for promotional purposes (e.g., website, social media, or advertising) unless you specifically request otherwise in writing at the time of your order.
6. Shipping & Delivery
All orders are shipped from Australia. Customers are responsible for:
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Providing accurate and complete shipping information.
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Accepting deliveries or collecting parcels from local depots.
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Paying any applicable customs duties, import taxes, or local handling fees.
Heart Space Pets is not responsible for delivery delays caused by postal services, customs processing, or incorrect address details provided by the customer.
7. Product Availability and Pricing
Prices are in AUD unless stated otherwise. Heart Space Pets reserves the right to modify prices, discontinue specific finishes (such as monochromatic stone or bronze), or change product options without prior notice. Quotes for custom work are valid for 14 days.
8. Payment Terms
Payment is required in full before design work or production begins. We accept payment via our secure online checkout or other authorised platforms. No digital previews will be generated and no sculptures will be dispatched until full payment is cleared.
9. Intellectual Property
All designs, 3D models, photos, sculptures, and text provided by Heart Space Pets are the intellectual property of Heart Space Pets. These may not be copied, 3D scanned, reproduced, or resold without express written permission.
10. Limitation of Liability
Heart Space Pets is not liable for any indirect, incidental, or consequential damages arising from the use of our products or website. Our total liability is strictly limited to the amount paid by the customer for the specific product in question.
11. Governing Law
These Terms are governed by the laws of Victoria, Australia. Any disputes will be handled in accordance with Australian consumer protection laws and settled under the jurisdiction of Victorian/Australian courts.
12. Contact
For questions regarding these Terms, please contact: 📧 info@heartspacepets.com 🌐 www.heartspacepets.com