Support
Honest answers about the Moroyal proof-first process, materials, DIY workflow, shipping, and care — written in plain language.
Finished pieces: 7-14 business days from the day you approve the proof (printing + hand-finishing + ship handoff). Multi-color hand-painted pieces sit at the longer end. DIY supplies (raw prints, toolkits, marker sets) ship within 3-5 business days from order placement — they're stocked, not made to order.
We ship directly to Canada and the United States. For anywhere else, email info@moroyal.com before ordering and we'll quote shipping. International orders are not blocked — they just need a manual quote so you know the real cost before you commit.
Calculated at checkout based on your address. Typical transit: US 5-10 business days, Canada 3-7 business days. Tracking is provided once the order ships.
Before the package ships, yes — reply to your order confirmation email. Once it's in the carrier's hands we can't reroute it, so please double-check the address before you approve the proof.
Email info@moroyal.com within 30 days of delivery with photos. We repair or replace at no charge for qualifying claims. After 30 days we can still help — usually at the cost of materials and shipping.
Custom finished pieces become final sale after you approve the proof (because we start hand-making it for you). The exceptions are: production defects, shipping damage, or the wrong item shipped. Before proof approval, you can cancel or change anytime for a full refund.
DIY supplies (toolkit, marker set, raw prints) have a 14-day return window if they're unopened and in original packaging. Customer covers return shipping. Refunds are issued within 5-7 business days of receipt.
5-7 business days from the date we approve the claim or receive your return, back to the original payment method. Banks sometimes take a few extra days to post the credit visibly.
Upload your photo at checkout. Within 1-3 business days, you'll get a digital proof showing exactly how your piece will look. Nothing goes into production until you approve.
Tell us what to change — angle, crop, expression, color, anything. We send a revised proof. You only approve when you're happy. If we can't get to a proof you love, full refund.
Yes, before proof approval. Revisions during the proof stage are free. Once you approve the proof and we start printing, the order becomes final sale except for wrong item, shipping damage, or clear production defects.
Typically 1-3 business days. If your photo needs adjustment (cropping, lighting, angle), we'll flag it during the proof stage and suggest options.
Bright lighting, clear face, visible features. Pet looking at the camera is ideal. Side angles, heavy shadows, or low-resolution photos may need adjustment — or may not be accepted for production. We'll always tell you before printing.
Modern phone photos work fine. Aim for 1080p or higher. We work with what you have — if it's borderline, we'll flag it during the proof.
Yes. If you're not sure which works best, send 2-3 and we'll pick the strongest for the proof. You'll still approve the final look before printing.
Pet portraits (layered plaques), pet memorial keepsakes, Mini Me figurines (chibi-style human portraits), and custom pet phone cases. Plus DIY supplies — raw prints, finishing tools, and acrylic markers — for the maker in you.
Our current phone case is printed in PLA (rigid, paint-friendly). Most figurines and plaques are PLA (rigid, paint-friendly). Memorial pieces and special items use resin. All materials are non-toxic.
Hand-painted with water-based acrylics. Multi-color layered prints for the painted portraits. Single-color matte white for sculptural memorial pieces. Each piece is finished one at a time, by hand.
Yes. Use the "Need another model" option and leave details in your notes. We'll confirm compatibility during the proof stage before any production starts.
Just the unfinished print with support material still attached. You remove the supports, smooth any rough spots, and paint. We send a quick-start guide with your order.
We recommend our Support Removal Toolkit (pliers, tweezers, hooks, scribe). You can use other 3D-printing tools, but ours are pro-grade and paired with Moroyal pieces.
Yes. Any water-based acrylic works on PLA. Our 12-color Brush Marker Set is curated for ease — no mixing, no spillage — but feel free to use what you already own.
Support removal: 15-30 minutes. Painting: 1-3 hours depending on detail. First-timers usually finish a Mini Me in one evening.
Keep out of direct sunlight (UV can yellow some plastics over time). Room temperature storage. Wipe with a soft dry cloth. Phone cases (PLA): wipe with a soft dry cloth; keep away from dishwashers and heat. PLA prints are water-resistant but not waterproof — don't submerge them.
Water-based acrylics are durable on indoor display pieces. Avoid heavy handling on painted surfaces and don't scrub with abrasives. If a piece loses a fleck of paint, touch it up with the same acrylic — or send it back and we'll refinish.
Indoor display pieces last years with normal care — same as any 3D-printed art. Avoid car dashboards (heat warps PLA) and direct sun. Memorial pieces are designed for long-term display; treat them like ceramic.
Didn't find what you were looking for? Email us at info@moroyal.com — usually a same-day reply.