FAQ

A: We accept all major credit cards (Visa, MasterCard, American Express, Discover), PayPal, Apple Pay, and Google Pay. All payments are processed securely through Shopify Payments.

A: Yes, we offer digital gift cards in various denominations. They make perfect gifts for loved ones who appreciate custom artwork. You can purchase them here.

A: Since each item is custom-made just for you, please contact us within 24 hours of placing your order if you need to make changes. After 24 hours, production may have already begun and changes may not be possible.

A: Absolutely. All transactions are processed through Shopify Payments, which is PCI-DSS compliant and uses industry-standard encryption to protect your information. We never store your credit card details on our servers.

A: Simply select the product you'd like, choose your options (size, style, etc.), and upload your photo during checkout. If you have multiple photos or special requests, you can include them in the order notes or email us after placing your order.

A: You can upload your photos directly during checkout. We accept JPG, PNG, and HEIC files. For the best results, please ensure your photos are clear, well-lit, and high-resolution.

A: Absolutely! For most products, we provide a digital proof or design preview for your approval before production begins. You'll have the opportunity to request revisions to ensure you're completely satisfied.

A: We offer up to two rounds of revisions on the digital proof for most products. This allows us to fine-tune the design to your preferences before we begin the final artwork. Check the specific product page for details.

A: Your satisfaction is our top priority. If you're not happy with the final piece, please contact us within 7 days of receiving it. We'll work with you to make it right, whether that's revisions or a refund (see our Return Policy below).

A: Production times vary by product. You can find specific timelines on each product page. Generally, most items take 1-4 weeks to create, depending on complexity. Some intricate pieces like Su embroidery or nail string portraits may take longer.

A: Shipping times depend on your location:

• United States: 3-7 business days
• Canada & Europe: 5-10 business days
• Rest of world: 7-14 business days

A: Yes, we ship worldwide! We offer free standard shipping on all orders. Expedited shipping options are available at checkout for an additional fee.

A: Once your order ships, you'll receive a tracking number via email. You can also track your order by logging into your account on our website.

A: Customs duties and import taxes may apply depending on your country's regulations. These fees are the responsibility of the customer. Please check with your local customs office for more information.

A: Because each item is custom-made just for you, we generally do not accept returns for change of mind. However, if your artwork arrives damaged or does not match the approved design, please contact us within 7 days of receipt and we'll make it right.

A: We take great care in packaging each item to ensure safe delivery. In the unlikely event that your artwork arrives damaged, please email us photos of the damage within 48 hours of delivery. We'll arrange for a replacement or refund.

A: To request a refund, please contact us at support@carvemoments.com with your order number and details about the issue. We'll respond within 2 business days to resolve the matter.

A: Due to the personalized nature of our products, we cannot accept returns for change of mind. We encourage you to review the digital proof carefully before approving production. If you have any questions about your order, please contact us before placing it.

A: Care instructions vary by product. For specific care guidelines, please refer to the FAQ section on each product page. In general, keep artwork away from direct sunlight, moisture, and extreme temperatures. Dust gently with a soft cloth when needed.

A: Yes! We use high-quality, archival-grade materials for all our products. With proper care, your custom artwork will last for generations and become a cherished family heirloom.

A: We are based in Zhongshan, China, serving customers worldwide since 2004.

A: Our artists are skilled craftsmen and women who specialize in various traditional and modern art forms. Each piece is created by hand with decades of combined experience. From Su embroidery masters to 3D sculptors, every artist brings their unique expertise to your custom portrait.

A: Carve Moments was established in 2004. We've helped over 50,000 customers preserve their cherished memories through custom heirloom artwork.

A: Yes, we offer wholesale pricing for bulk orders. Please contact us at wholesale@carvemoments.com with your requirements and we'll provide a customized quote.

A: Absolutely! We love bringing unique ideas to life. Please contact us with your concept, and we'll let you know if we can create it for you.