FAQ

FLUID PAWS will deliver your package quickly and safely. We ship every day from Monday to Friday. For orders placed by 14:00, we will dispatch your package the same day. Delivery within Latvia, Lithuania, and Estonia takes 1 to 4 business days, while delivery to other European countries takes 3 to 7 business days.

Delivery options within Latvia, Lithuania, and Estonia:

• Omniva (parcel machine)
• SmartPost Itella -  Itella pickup point (parcel machine)

After completing your payment, you will be redirected to the order confirmation page, where you can choose your preferred Omniva or SmartPost Itella parcel machine, depending on the delivery option selected.

If you do not select a specific parcel machine, your order will automatically be sent to the nearest one based on your address.

Delivery to other European countries:

• Itella Delivery (courier service) to the specified address. Delivery times range from 3 to 7 business days. For more details, please refer to our Shipping Policy page.

If your order hasn't been shipped yet, we can update your information. Please email us at sia.onestudio@gmail.com with your order number and the new address you would like us to send your Fluidpaws. Please remember that it's the customers' responsibility to provide accurate shipping information, and we do not held responsible for any lost or undelivered packages due to incorrect shipping information.

Returns are accepted only for goods of proper quality that have not been used and still retain all consumer properties, the box, paint, stickers. We do not accept used items.
Returns can be made within 14 days from the date of receipt of the order.

To return a product, you need to contact us on Instagram @fluidpaws.

Refunds are made to the same account from which the order was made, minus shipping costs.

The cost of return shipping is covered by the buyer.

The option available on our website is "I will paint it myself":
By choosing this option, you will receive a complete kit for coloring on your own. It's a great opportunity to bring your creative ideas to life and create a unique bear.

If you're interested in placing a custom order tailored to your preferences, we invite you to contact our manager through our Instagram profile @fluidpaws. For inquiries regarding the creation time for your custom bear, please also reach out to our manager.

We appreciate your choice and aim to provide our bears according to your preferences. Enjoy the process of choosing and creating your perfect bear!

If your kit did not come with a paper instruction manual, please check the email you provided when placing your order. We send digital versions of the instructions to our customers via email as an attached file. If you cannot find the email with the instructions, please contact us through Direct on Instagram at @fluidpaws or send an email to sia.onestudio@gmail.com. Please do not forget to include your order number.

We sincerely apologize if you've encountered any issues with missing or defective pieces in your Fluidpaws set. While it's uncommon, we want to ensure that you have a complete and enjoyable building experience. If you believe there are missing pieces or if you've identified any defective parts, please follow these steps:

1. Double-check your entire set. 

2. If you are certain that pieces are missing or defective, please take screenshots of the instructions, and clearly mark specific pieces that are problematic or you need.

3. Send the images, along with your order number, to us at sia.onestudio@gmail.com. This will help us identify the issue more accurately and expedite the replacement process.

Rest assured, we'll investigate the matter promptly and provide you with the necessary missing or replacement pieces to ensure you can complete your build.