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Order Policy

Submitting Photos

Warning: We sometimes email 3D previews of the final item and allow for a 24h feedback period, after which the item goes into production. Please make sure to check your email regularly including the Spam / Junk folder as our emails might end up there.

In order for us to build your face design, please provide us with one or more photos:

  • * The front of the face - essential, most important
  • * The left side of the face - optional
  • * The right side of the face - optional

Please try to meet the photo guidelines stated below. The better the photos match the guidelines, the better the end result will look.

Taking Photos Searching for Photos
If you are taking photos especially for this project please follow the photo guidelines.In particular, please:

  • * Use a flash - even if there is good lighting or sunshine - as any shadows will come out as dark patches
  • * Get them to look directly at the camera (you should see about the same amount of each ear)
  • * Have no teeth showing
  • * Keep hair off the face - consider using a band or a hand to pull it back
If you are searching for photos of the person, please focus on finding one or more front photos that best match these criteria:

  • * Very important: head-on - face looking directly at you (so you can see about the same amount of each ear)
  • * Very important: no teeth showing
  • * Important: hair off the face
  • * Important: even lighting - the less shadowing on the face the better
  • * Important: high-resolution photos (face at least 500 by 500 pixels works best)


You may email us all of your candidate photos and we will let you know which one is the most appropriate. Please feel free to get in touch at if you need any further advice.


All prices are displayed in the currency you selected in your preference options. Shipping costs will be added to your total at the end of your purchase.

Order Processing

After you submit your order, you will receive a computer-generated email confirmation that your order was placed.

Orders can take up to 4-24 business days (varies depending on the selected product) to be manufactured and shipped, depending on the selected order priority. This does not include the additional shipping time to reach your location. Shipping times depend on the selected shipping option and product type. If corrections to the final preview of your item are requested, this might delay your order.

Items ordered in "Priority" will jump to the front of our production queue depending on the selected priority, but delays may increase depending on our current production load. We might notify you after placing your order if this is the case, or you can contact us beforehand to verify our current order load.

All orders are subject to availability and we can only guarantee availability whilst stocks last. If the goods ordered are unavailable, you will be contacted by e-mail or telephone and will have the option to either wait until the stock is available, replace it with an alternative or cancel your order.

Shipping Methods

Most of our items are shipped by United States Postal Service (USPS). If the situation warrants, we may elect to ship by some other carrier such as DHL, UPS, UPS Ground or FedEx.

Untracked domestic and international shipments are available. It's important that you as the customer understand that there is higher risk in shipping with these cheaper methods. They do not support tracking or shipping insurance. For a long time we were hesitant to offer these methods because of this, because we want to be able to guarantee your package arrives safely, but due to popular demand. These methods can save you several dollars in some cases, but you must understand we cannot guarantee a timeframe for your order's arrival. The USPS's estimation does not take into account customs delays, or some guy at a dock somewhere putting the package in his car to 'inspect' it further at home. We cannot contact the Postal Service, here or abroad, concerning a package shipped with this method - they can't track it either. We cannot replace a lost order shipped with one of these methods. In our experience, the cheaper domestic options are still pretty reliable, just slower. However depending on the country we've had some problems with international packages disappearing with no way to track them when shipping with the cheaper international methods.

We're offering these options to you so you can make the choice on whether you'd like to pay a little more for speed and security, or go with a cheaper option, throwing caution to the wind to save a few bucks, which in some cases makes sense to do. It's your call. If you understand and agree with this policy, please use this option. If not, choose a slightly pricier option that assures you that your package will be trackable, and optionally you can ask us for insurance in the event it would be lost along the way.

Shipping Rates

Fixed shipping prices will be added to the total price of your order at checkout. Total shipping costs depend on the selected shipping option, total weight, products’ country of origin and destination country. Shipping prices may be higher for international destinations, or for oversize packages, than originally quoted on website. We will notify you after placing your order if this is the case.

International customers will be responsible for any brokerage fees and taxes upon delivery. It is your responsibility to check your local tax/customs policy.

Higher fees may apply for any mis-shipments or redirection of shipments due to incorrect shipping address, zip code entry or PO boxes on the online order form. These fees are charged to ThatsMyFace by most shipping carriers, and will be passed onto the customer.

If UPS/Fedex are requested we will contact you regarding any additional cost involved as UPS is generally more costly than USPS. Generally it's 2-3x the cost of USPS Express, but it gets there fast and reliable. Quote estimated can be obtained by going to the UPS and Fedex websites.

Shipping Insurance

Shipping insurance is not included as standard. We cannot be held responsible for items lost, damaged or not received once they have been mailed. Please contact us if you would like to include shipping insurance, which typically costs $1.30 per $100. We will provide this insurance either directly through the courier or through an independent insurer so we request you contact us directly with any issues. We do recommend shipping insurance for high value packages, as well as for international packages. We cannot be responsible for uninsured packages that may be lost in transit. Untracked packages cannot be insured.

We cannot be responsible for packages that are lost/taken after delivery even if insurance is purchased-- the insurance covers the package until it is delivered, once delivered it's out of the shipper's hands and therefore they can't guarantee anything.

Returns Procedure

It is very important to us that you be happy with your order. Your satisfaction is our main priority!

If you need to return an item:

Requests for a return/refund must be submitted within 7 days of receipt of purchase. Please contact us ( for return instructions and a Return Authorization (RA) number.

 MAIL THE MERCHANDISE BACK TO US OR ANY OF OUR SUPPLIERS until you get the Return Authorization paperwork and a Return Authorization (RA) number from us to include with the return package. No refunds will be issued without an Return Authorization (RA) number. Returns must be received within 2 weeks of issuing Return Authorization (RA) number. You must email us with all return package tracking and shipping information when you have sent your return back to us. If we do not receive this information, your refund may be significantly delayed.

  • If returns are not received at our warehouse within 2 weeks of the issued Return Authorization number (RA), no credits will be given.
  • All custom made items (FaceStatues, etc.) are not returnable, as they are made to your specifications at the time of order, except if they are defective where a replacement will be made.
  • Upon receipt and inspection of the returned item(s), we will issue a refund for your item(s) if returned in the same resalable (unused) condition with original packaging and hardware/accessories, excluding any shipping/handling/insurance costs. Please note that an RA number does not guarantee final disposition. All returns are subject to inspection. ThatsMyFace reserves the right to refuse credit on any returns that are not in resalable condition.

Refunds may take up to 4 weeks for processing (although they are usually completed within 14 days). Returns must be received within 2 weeks of issuing Return Authorization (RA) number.

In the rare event that we should ship the wrong merchandise, please contact us ASAP and we will expedite shipment of the correct item(s). In this situation, we will cover all shipping costs.

Order Changes and Cancellations

If alterations to custom-made items are requested upon receipt of the 3D previews, this might delay your orders.

You may cancel your order within seven days of delivery, starting the day after the goods are received. This must be done in writing, via e-mail or letter to our contact details listed on this site. You have a duty to take reasonable care of the products. You must not have used them and must have kept them in the condition in which they were delivered. You will be charged the ACTUAL COST of collecting the item. The cost will be deducted from any refund that is due to you. When we receive the goods we will inspect them to ensure all manuals, accessories and other components are within the returned package and that the goods are in the condition that we sent them to you. If we receive an item that either is not in the condition we sent it or has missing components, we shall charge you a further fee to cover the cost of these items. A processing fee will be deducted from the refund.

All custom-made items to your personal requirements cannot be changed, cancelled or returned. Production delays are not accepted as grounds for cancellation as the labour to make the custom-made items must be compensated. Note that some fidelity to the source digital 3D facial model might be lost during the manufacturing process due to artifacts, visible layering, color dithering and irregularities due to the infiltration process. (see photo samples on website). In general, bigger sizes yield better fidelity.

For non-standard orders where extra work is necessary, deposits placed for custom-made items are not refundable if the work on the items has started. Full payment for the work should be made after final approval of the work and prior to the shipment of the completed items.

If you need to return the product, please follow the return procedures above. If additional items are needed, you will need to place another order.

We reserve the right to reject any purchase from you for any reason, or no reason. We will not be held liable for any direct or indirect loses arising because of that.


We take extra precautions to pack our orders to prevent damage and breakage. Not all items are shipped insured as noted above so not all our shipments are covered for damage or breakage due to negligence by the shipper. If, despite our efforts, your order does arrive damaged, then please hold onto the package and damaged merchandise (for potential inspection) and e-mail us ( right away for instructions. All damage claims must be made within 7 days of receiving your order. Please closely inspect all merchandise upon receipt to ensure that your order has not been damaged in shipping.

Please DO NOT MAIL THE DAMAGED GOODS BACK TO US or to any of our suppliers until you have notified us of the damage. If necessary, we will send you paperwork to include with the damaged item (s) you are returning. Please see above policy for returning merchandise.

Privacy Policy

ThatsMyFace is committed to respecting your privacy. Please be assured that the information you provide to us will only be used to support your customer relationship with us. We will never share or sell any of your information to others. Unless we have your permission or are required by law, we will only use the data you provide to us online with others who are acting on our behalf to complete your order. Please see our entire Privacy Policy Page.

Typographical Errors

We make every attempt to ensure that the information provided on ThatsMyFace website is accurate and correct, but occasionally an error goes unnoticed. We are not liable for any product informational typographical errors on the website. If you find an error on our website, please report it to us so that we can correct it immediately.

In the event a ThatsMyFace product is listed at an incorrect price due to typographical error in the Description and/or Title of products or in the pricing information, ThatsMyFace shall have the right to refuse or cancel any orders placed at the incorrect price. ThatsMyFace shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your Paypal account or credit card charged. If your Paypal account or credit card has already been charged for the purchase and your order is canceled, ThatsMyFace shall issue a credit to your Paypal account or credit card account in the amount of the incorrect price.


Our products are not suitable for children and are collector items intended for adults. CHOKING HAZARD: Some Products May Contain Small Parts Not Intended For Children. ThatsMyFace reserves the right to reject any order.