FAQ.
I Messaged You?
We receive a lot of emails and messages so don't worry if you don't get a reply straight away. We're probably very busy and hard working on orders or just having a good cup of coffee! Please note, if you email us with an order, we will not start until you've order and made payment through our Etsy store. This is to make sure that customer's don't change their mind and cancel their orders after we've spent our hard effort and time on your custom. We put priority over paying customers first and do not hold order placements, so order ASAP to ensure you get your order on time.
Why is it taking so long?
We aim to complete your orders as fast as possible, without compromising our work. The longer we work on it, the most quality you are going to get out of it. Please view our processing times to see in full detail.
It depends on how complex your order is, our supplies and resource availability, shipping times, drying and creation time.
If you have ordered multiple popvinyl dolls at one time, the time will vary because we're doing double the work. Our 2 pack popvinyls will also take a while, because we're dealing with 2 popvinyls and a larger box to create.
When ordering and consulting with our team, please let us know your timeframe. When we agree to this, we usually are very strict on ensuring that it arrives for that date - but please be realistic and flexible - sometimes circumstances may change and affect our work.
Why is it so expensive?
Our popvinyls take time and money to make. We've got to pay for our materials (eg. paint, printings etc), bases and their shipping, our shipping supplies and our team wages.
While the original popvinyl dolls may be $20, you are getting a custom order that is MADE for you to include EVERYTHING you want, including the figure and THE BOX - everything customised.
We also provide our existing customers with discounts, as well as those who buy multiple orders at once. Keep a look out for our ETSY sales as well when we have them!
If you are wanting an order, but can't afford it - we now offer payment plans via paypal. We can work with you to sort out a payment, as long as it's done before we ship and paid in full. No refunds or changes of minds.
REMEMBER by the end of this, you’ll have a 1 of a kind pop vinyl doll that can’t be sold or bought anywhere but treasured for life.
It doesn't look right?
We strive to make our customs as accurate and realistic as possible. However, due to the size, shape and materials of the popvinyls, some ideas are unable to be achieved (eg. tattoos, some accessories etc). Nothing can be an exact copy of the real-life but we will try to do the best custom as possible. We are happy to fix small problems if they are completely wrong, but please don't expect a photo replica of anything.
*Shout us an email to see if we can do what you need.
POP VINYL customs will be created in a way that suits the product, us and you.
Please note: This custom process is a collaboration between you AND our store members. Please remember we're still humans and we're just doing what we love to make you happy!
Why haven't you sent me photos or updated me?
Although we try to update you throughout the process, sometimes it's difficult - as we only have so many hands to do all the jobs around here.
If we send you a picture every-time we added a new layer - we'd spend 10 + weeks doing your order and doing twice as much of the work. Likewise, we want to save the magic for when the final product is finished - sending you some pictures before we ship (for you to enjoy and if there are any last minute changes to be done).
If you are concerned or curious, feel free to send us a message to check up on us - we might take a few days to get back to you, but promise we're busy working on your order :)
My friend bought an order a while back, why is mine different to the one they got?
Every popvinyl is different, and on a case by case basis. Some orders may be quicker or longer, depending on the complexity. Likewise, the position and materials of the popvinyls may differ based on what bases and materials are available at the time. Furthermore, our boxes and popvinyls may look different as time goes on - that just means we're perfecting our art and improving our product. So technically, yours will be better!
If you have any additional questions, please contact us @ tonibytonidesigns@gmail.com or on our other social medias.