Frequently Asked Questions

What’s the difference between the Core Collection and Custom Statues?

Our Core Collection features pre-sculpted pet breeds designed by our in-house artist. These are more affordable and faster to produce, and still offer customisation such as base design, base and statue colour, eye style, pet name engraving, and size.
Custom Statues, on the other hand, are one-of-a-kind sculptures based on photos of your actual pet, crafted in high-detail resin. These include more custom options like unique poses and expressions, and are perfect for capturing your pet’s personality.

Can I customise the base of the sculpture?

Absolutely! For both Core and Custom sculptures, you can choose from three base options:

  • Square
  • Polygon
  • Circular / Circular with flat face
  • Square Drawer base (which can function as a pet urn)

You can also personalise the colour and add your pet’s name to the base.

What size options are available?

We offer three sculpture sizes to suit your needs:

  • Small – 10 x 9 cm base | Approx. 11–13 cm tall
  • Standard – 12 x 11.5 cm base | Approx. 16–18 cm tall
  • Large – Exclusive to our Signature Series and custom pending the breed

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?

Core Collection statues can be printed in either:

  • PLA Filament (more affordable, great quality)
  • Resin (higher detail, premium finish)

All Custom Signature Series Statues are printed in resin only for the best possible detail and finish. Bases are printed in PLA filament for durability.

How long does it take to receive my sculpture?

Production time varies:

  • Core Collection: typically 2–4 weeks
  • Custom Statues: 4–6 weeks, depending on complexity

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?

At this stage, we specialise in dog sculptures only. We plan to expand into other animals in the future, so feel free to join our mailing list or follow us on social media to stay updated.

Can I see my sculpture before it’s made?

Yes! For our Signature Series (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?

Our sculptures are finished in elegant monochrome tones for a timeless, sculptural look. This ensures the focus is on form, detail, and craftsmanship. While we don’t currently offer full colour painting, our hand painted monochrome finish enhances the beauty of each piece.

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 Signature Series orders, 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, including the Core Collection and Signature Series sculptures. 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: 28/07/2025

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, including pre-designed breed busts (Core Collection) and custom, photo-based Signature Series models. Products are available via our website, markets, and third-party platforms such as Etsy.


2. Handmade Product Disclaimer

All sculptures are handcrafted and may show natural variations in texture, finish, colour, and size. While we aim to capture the essence of the pet shown in digital previews, final products may differ slightly due to the handmade process and material properties. These variations are not considered faults or grounds for refund.


3. Signature Series Approval Process

For custom Signature Series sculptures:

  • A 3D preview of the model will be provided before production begins.

  • Customers must approve the 3D model in writing.

  • Production and shipping timelines do not commence until approval is received.

  • Delays caused by lack of response are not the responsibility of Heart Space Pets. We will attempt multiple follow-ups, but timely approval is the customer's obligation.


4. Refunds, Returns & Damage Claims

Due to the custom and made-to-order nature of our products, we do not offer refunds or returns for change of mind, subjective dissatisfaction, or artistic variation.

Damage Claims:

  • You must notify us within 14 days of receiving your order if an item is damaged.

  • We require clear photographs of the item and its packaging.

  • If the damage is confirmed to be due to shipping or packaging faults, we will offer a replacement or refund in line with Australian Consumer Law.

Digital Products (if applicable) are non-refundable once downloaded.

Signature Series Cancellations After Digital Preview:
If, after reviewing your custom Signature Series digital 3D preview, you decide not to proceed with production, you may request to cancel your order. In such cases, a non-refundable deposit of $250 will be retained to cover the work completed to date. You will be eligible for a refund of any remaining balance you have paid. This policy applies only to the Signature Series and only prior to physical production commencing.


5. Use of Images and Photography

By submitting reference images for custom sculptures, you confirm you have permission or ownership of those images. We retain the right to photograph and share images of completed sculptures for promotional purposes (e.g., website, social media, or advertising), unless you request otherwise in writing.


6. Shipping & Delivery

All orders are shipped from Australia.
Customers are responsible for:

  • Providing accurate shipping information

  • Accepting deliveries or collecting from local depots

  • Paying any customs duties, import taxes, or local charges

Heart Space Pets is not responsible for delivery delays caused by postal services, customs processing, or incorrect delivery details.


7. Product Availability and Pricing

Prices are in AUD unless stated otherwise. Heart Space Pets reserves the right to modify prices, discontinue products, or change product options without prior notice.

Quotes for custom work are valid for 14 days unless otherwise specified.


8. Payment Terms

Payment is required in full before production begins. We accept payment via our secure online checkout, Etsy, or other authorised platforms. No orders will be dispatched or begun until payment is received.


9. Intellectual Property

All designs, photos, sculptures, text, and digital files provided by Heart Space Pets are the intellectual property of Heart Space Pets. These may not be copied, reproduced, or resold without 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, services, or website. Our total liability is limited to the amount paid by the customer for the specific product or service in question.


11. Governing Law

These Terms are governed by the laws of Victoria, Australia. Any disputes arising in connection with our services will be handled in accordance with Australian consumer protection laws and settled under the jurisdiction of Australian courts.


12. Amendments

Heart Space Pets reserves the right to update these Terms at any time. Changes will be posted on our website and will apply from the date of publication. Continued use of our services indicates your acceptance of the updated Terms.


13. Contact

If you have any questions about these Terms and Conditions, please contact us at:

📧 info@heartspacepets.com
🌐 www.heartspacepets.com