Support FAQs
Ordering & Customization
How do I place a custom order?
Browse our shop, select the product you’d like, and upload your photo during checkout. Once your order is placed, your photo is reviewed and your piece moves into production if everything looks good.
What kind of photo works best?
Clear, well-lit photos that show the full home or building work best. Original phone or camera photos are ideal. Avoid screenshots, heavy filters, wide-angle distortion, or images that are cropped too tightly.
If you’re unsure, you’re welcome to contact us or use live chat before ordering for photo feedback.
Do you send a proof before making my piece?
Because each piece is created directly from your photo and individually refined, we typically do not provide proofs. This allows us to maintain consistent turnaround times and focus on craftsmanship.
If you love your photo, you’ll love your finished piece.
Can I request changes or a different angle?
Pieces are created based on the photo you submit and reflect the view shown in that image. We’re not able to redraw buildings from alternate angles or combine details from multiple photos.
If you’re choosing between photos, we’re happy to help you select the best option before production begins.
Can I add a custom message or engraving?
Yes. Many pieces offer optional engraving on the back. You may choose to leave it blank, add a custom engraved message, or handwrite your own message after delivery. If handwriting a message, we strongly recommend using a ball point pen over gels, felt tips, or markers.
Support FAQs
Shipping, Cancellations & Returns
How long does it take to make my order?
Production typically takes 4–10 business days, depending on the photo and current order volume. Each piece is handcrafted to order and never rushed.
How long does shipping take?
Orders ship from Florida via USPS. Standard shipping typically takes 2–6 business days within the U.S. Expedited shipping options may be available at checkout.
Upgrading shipping speed affects transit time only and does not shorten production time.
Can I cancel or change my order?
Orders may be canceled within 12 hours of purchase, as long as production has not begun. After that window, changes or cancellations may not be possible due to the custom nature of the work.
What is your return policy?
Non-custom replicas: Pieces of our own design, not made from your photo, may be returned within 14 days of delivery.
Custom replicas or any with personalized engraving: Because each piece is custom-made from your photo or may include personalized engraving, returns are not accepted.
If there is an issue with your order, please contact us and we’ll be happy to help. You can also read our return and refund policy for more details.
What if my order arrives damaged or is lost?
Please double-check your shipping address during and after checkout. Should you need to make a change, please contact us as soon as possible.
In the rare event that a package is lost or arrives damaged, we’ll work with you and the carrier to resolve the issue as quickly as possible.
Please read our return and refund policy for more details.
Support FAQs
Product Details & Care
What materials are used?
Pieces are crafted from layered birch wood, precision cut and engraved by laser, hand-sanded, and assembled using non-toxic adhesive.
Are these toys or scale models?
No. Our pieces are decorative keepsakes, not toys or technical scale models. They are designed for display and sentimental value.
Are the pieces finished or sealed?
No. Pieces are intentionally left unsealed to preserve a natural wood appearance. Customers may choose to seal, finish, or paint their piece themselves if desired.
How should I care for my piece?
Handle with clean, dry hands and keep away from moisture, heat, and open flame. Dust gently with a soft cloth, duster, or compressed air as needed.
In rare cases of surface discoloration, very fine-grit sandpaper (500 grit or higher) may be used carefully.
Are ornaments different from standard replicas?
Ornaments feature an integrated arched frame for hanging while still maintaining a flat base for freestanding display. They are crafted using the same materials and process as our standard replicas.
Still have questions?
If you can’t find what you’re looking for, feel free to reach out. We’re always happy to help and review photos before ordering.