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FAQ

MOST FREQUENTLY ASKED QUESTIONS

 

 

FAQ Topics

 

General

1. Are your products suitable for children?
2. What is your Order Policy?
3. What is your Refund Policy?
4. What methods of payment do you accept?

Shipping  

1. Do you offer custom packaging?
2. Do you ship internationally?
3. How long does it take to get my item?
4. What does shipping cost?
5. What is the packaging like?
6. When are your Christmas order deadlines?
7. Where do you ship from?

Payment 

1. Do you offer Bulk discounts?
2. What methods of payment do you accept?                                                             

Photo Submission

1. Can I submit photos of a celebrity or copyrighted images?
2. Can I submit photos of pets, cartoons, monsters or non-human faces?
3. Can I upload my photos like before?
4. Can you retouch my photos before submission?
5. Do I get a preview/proof before production?
6. Does it work for Black&White photos?
7. If I'm wearing glasses on my photo is that ok?
8. What kind of photos do you need?

Who We Are

1. What does ThatsMyFace.com do?
2. Where is ThatsMyFace based?
3. You have a spelling error in ThatsMyFace... 

Custom Action Figure

1. Can I paint the custom heads?
2. Can I send you a figure and you attach the custom head to it?
3. Can you make a custom outfit?
4. Can you match the color of the custom head to my action figure body?
5. Do you make licensed characters?
6. What are the custom heads made of?
7. What hairstyles do you offer in hairscuplts?

Custom Heads

1. How do I attach my custom head to my action figure?
2. What are the custom heads made of?

Custom Masks

1. What are the custom masks made of?

 

 

General

1. Are your products suitable for children?

Our products have not been tested on children and are not suitable for children. They are collector items intended for adults. Some products may contain small parts not intended for children and can be a chocking hazard.

2. What is your Order Policy?

Please find all the relevant details in our Order Policy.

3. What is your Refund Policy?

Please find all the relevant details in our Order Policy.

4. What methods of payment do you accept?

We accept most major credit cards as well as Paypal.

 

Shipping  

1. Do you offer custom packaging?

For the 12" action figures, customers can order (for between $150-$200) a customized box the name label and photo printed onto the packaging, which will show the the figure through the transparent plastic window. Please email us for details.

2. Do you ship internationally?

Yes, we ship worldwide.

3. How long does it take to get my item?

There are two factors to consider: production time and shipping time. These are distinct. Depending on the selected item and production priority, production time can be shortened or increased. The shipping time is dependent on the selected shipping option selected during checkout.

Depending on the selected product, the standard production time is 10-15 business days from receipt of final photos until we ship the completed product. For fee, this can be reduce to 3 or 7 business days.

Domestic US shipping then takes between 1-2 days with Express, 2-3 days with Air shipping and 4-6 days with Standard shipping. International shipment typically take 6-8 days with air shipping and 8-15 days with ground shipping.

If you need your item quicker or by a certain deadline, please contact email us with your requirements at sales@ThatsMyFace.com and we will quote you a priority fee.

4. What does shipping cost?

Your item will from the USA. All days are in business days. Shipping time is independent of production time, which needs to be added on.


Shipping to the USA

 

Shipping to the European Union/Canada

 

Shipping to the Rest of World

 

Untracked or partial-tracked methods are unreliable and slow so please use at your own risks. We will not be held liable for losses.

Prices are subject to change and better estimates will be giving during checkout. In rare cases, we might contact you if the shipping rate quoted during the checkout process turns out to be higher than the estimate. We reserve the right to edit the shipping method on your order to get it to you in the most economical and efficient way.

For the high-priority shipping options with UPS or Fedex, shipping rates estimates are available during the Store Checkout process.

5. What is the packaging like?

The default packaging is mostly nondescript.

6. When are your Christmas order deadlines?

 Please check the Christmas Last Order Dates page.

7. Where do you ship from?

 We manufacture and ship from the USA, domestically and to most worldwide destinations.

 

Payment 

1. Do you offer Bulk discounts?

Yes. Please contact us with your project details 

2. What methods of payment do you accept?

Via Paypal, we accept most major credit/debit cards and Paypal.

Via Worldpay our secure online payment provider, we accept most major credit cards and Paypal. All currencies will be converted to USD for the final amount with Worldpay. 

Via digital currency Bitcoin, we can accept payments from domestic or international customers, especially those unable to pay via credit card/paypal. Works well for customers located in South America, Asia or Africa and is a easier and cheaper alternative to money orders, Moneygram or Western Union. You can buy Bitcoins for cash at your local store or bank by going to BitInstant.comCoinbase.com.

American Express is unfortunately no longer accepted because it facilitates fraud.                                   

Photo Submission

1. Can I submit photos of a celebrity or copyrighted images?

If the person is a public figure, then there should not be any rights issues. You would need to clear the rights with the rights holders before placing the order with us. 

We are unable to determine if your photos are of a celebrity or not and nor who the correct rights holder are for your photos, so it is your responsibility to verify rights issues when placing an order with us - we will therefore not be held liable or responsible for customer submissions. 

As a condition to using ThatsMyFace, you represent and warrant to ThatsMyFace that you either own your photos or have written permission from the copyright owner to make such photos available to ThatsMyFace.

2. Can I submit photos of pets, cartoons, monsters or non-human faces?

Most likely not as our system is geared towards human faces. The system is quite tolerant of cartoony/weird skin colors, but the general shape of the face should remain within the range of possible human faces. This is why cat or dog photos won't work.

3. Can I upload my photos like before?

No, unfortunately we do not offer online 3D facial previewer anymore. Once you place an order, our designer is going to work on your custom face and we will email you computer generated previews before we send your order for production.

4. Can you retouch my photos before submission?

Yes. If you email us your photos at sales@ThatsMyFace.com, we can retouch them to remove shadowing, blemishes, red-eyes, soften wrinkles or remove shine, to name a few. Prices start at $30 per photo. 
Alternatively, you can find many affordable online retouching services (prices start at $5) who will modify your photo before submitting it to us: http://www.google.com/search?q=photo+retouching+service  

5. Do I get a preview/proof before production?

We will send you a 3D preview of your custom head before manufacturing. If you have a comment, just respond to the proofing email with your feedback and we will send you new previews for further approval.

Modification requests might slightly delay your order.

6. Does it work for Black&White photos?

Yes, but the resulting head will be in black&white too. This is because the color information in the photo is what is used to generate the face. 

However, we can colorize it somewhat upon request. You'll get best results by using a an affordable online retouching services (starts at $10) who will colorize your photo before submitting it to us: http://www.google.com/search?q=photo+retouching+service

7. If I'm wearing glasses on my photo is that ok?

No. The glasses will be interpreted as part of your skin complexion, so they'll be sort of tattooed onto your face in the final head. 
However, we can attempt to retouch them out of the photo for you. For best results though, you can find many affordable online retouching services who will remove glasses from your photo (prices start at $5) : http://www.google.com/search?q=photo+retouching+service 

8. What kind of photos do you need?

Please see our Photo Guidelines 

You can place your order without uploading photos and just email them to us by responding to your order confirmation email.

If you'd like to make sure your photos are suitable before placing your order, please email your photos to us at sales@thatsmyface.com and we'll let you know if they are suitable.

 

Who We Are

1. What does ThatsMyFace.com do?

ThatsMyFace.com makes custom-made action figures, personalized headsculpts, customized doll heads, custom figurines as well as custom wearable masks. Only a frontal, and optionally a side photo, is necessary to achieve a lifelike replica of a person. To ensure quality, 3D preview images are optionally available for approval by the customer before manufacturing.

2. Where is ThatsMyFace based?

Please refer to our Contact Us section. 

3. You have a spelling error in ThatsMyFace...

You don't say?! Internet domain names do not support apostrophes and since domain squatters occupy every imaginable domain, we settled for this catchy idiom. Pester Craigslist.com or Flickr.com for further details. 

 

Custom Action Figure

1. Can I paint the custom heads?

The custom-made headsculpts can be painted or coated in most cases. We would recommend painting/coating the non-visible inside of the head first. If it sets satisfactorily, then this is a good indication that you can proceed with the rest of the head.

2. Can I send you a figure and you attach the custom head to it?

We are unable to receive action figures to evaluate which head size works best on it, or to mount the head on the figures. Instead, please read our custom head product page for useful information about which heads fit on which type of figures. If this does not help, then please email us the figure name along with a photo of the figure or a link to an online store selling the figure, and we will advise you which head size/design is most likely to work with your figure.

Please refer to our Head Mounting tutorials for instructions and HowTo videos.

3. Can you make a custom outfit?

We do offer limited customization of outfits only for our 12" action figures. Please email us if you wish to order a custom outfit. 


Before placing your order, please contact email us with your requirements at sales@ThatsMyFace.com with your outfit requirements and we will let you know whether to pick the Custom or Custom Plus price point and if we can match your targeted outfit. 

We do not offer custom outfits for 4" and 6" figures as the clothing is molded onto the figures. We recommend you find a suitable action figure elsewhere (ToyRus, Amazon, eBay) with a suitable style/outfit and just purchase the custom heads from us. The heads can then be swapped over. 

4. Can you match the color of the custom head to my action figure body?

The coloring of the head is determined by the source photo of the person. Each figurine's skin color is fixed and varies depending on each figurine model. In our 12" custom figure range, we do however offer three body colorings: Afro American, Brown and Caucasian. Exactly matching the skin color of the head to that of a figurine's skin color is difficult and could affect the likeness of the head, so it is not a service we offer. Slight differences in skin tones between the head and the figurine body is common in the collectors market as well as some retail models. This is principally due to cost and reusability issues, for the same reason that articulation joints are visible on most figurines.

5. Do you make licensed characters?

We do not make action figures of licensed characters, although we do offer them for resale. These figures are included in their original packaging so as to respect trademark requirements. ThatsMyFace.com is not associated in any way with Barbie, Mattel, Hasbro or any other doll or action figure manufacturer whose items are shown throughout the website.

6. What are the custom heads made of?

The custom-action figure heads are made of a hard resin composite in full 24-bit color with a matte varnish. The colors are not painted on but are actually part of the make-up of a thick color outer layer of the model. Due the to the manufacturing process, the surface is slightly rough to the touch (sugar-coated) and some layering can be visible. Please avoid banging, wetting or direct sunlight.

The action figure bodies on the other hand will most likely be made of ductile plastic such as PVC. It will depend on the type of figure you order. The clothing on 4" and 6" figures is part of the figure in most cases and is also made of plastic, so it cannot be removed. For 12" figures, the clothing is made of textile and is generally removable.

7. What hairstyles do you offer in hairscuplts?

Please visit our current selection of hairsculpts which are available in multiple colors.

If you can't find my exact hairstyle in your available, we can create your hairstyle. We offer the service to design specific hairstyles for customers. Our expert 3D designer spends between 1 to 3 days in general per hairstyle. Prices per hairstyle commission start at $150-250 and costs increase depending on the complexity of the hairstyle.

Alternatively for 12" figures with longer hairstyles, you have the option to choose a synthetic wig hair option and style it to your liking.

 

Custom Heads

1. How do I attach my custom head to my action figure?

Please refer to our Head Mounting tutorials for instructions and HowTo videos. 

2. What are the custom heads made of?

The custom-made headsculpts are made of a hard resin composite in full 24-bit color with a matte varnish. The colors are not painted on but are actually part of the make-up of a thick color outer layer of the model. Due the to the manufacturing process, the surface is slightly rough to the touch (sugar-coated) and some layering can be visible. Please avoid banging, wetting or direct sunlight.

 

Custom Masks

1. What are the custom masks made of?

The custom-made masks (lifemask and wearable mask) are made of a hard resin composite in full 24-bit color with a matte varnish. The colors are not painted on but are actually part of the make-up of a thick color outer layer of the model. Due the to the manufacturing process, the surface is slightly rough to the touch (sugar-coated) and some layering can be visible. Please avoid banging, wetting or direct sunlight.

The masks are not flexible. They can be drilled into with a standard house electric drill (like in wood) if you'd like to add more holes in it at a later point.