Frequently asked questions

If your question is not here, use the Ask about a build button in the corner of any page, or email support@mochiipaws.com. Asking costs nothing and commits you to nothing.

Deposits and pricing

Is the deposit the full price?

No. A deposit reserves your place in the build queue and is applied to your final total. It is not charged on top. Your full price depends on the complexity of your design and is quoted to you before production starts.

Why is there no fixed price for a custom build?

Because no two characters cost the same to make. Markings, species, claw and pad detail and any special features all change the work involved. Quoting a flat price up front would mean either overcharging simple designs or cutting corners on complex ones. You see your actual number before anything is made.

Is the deposit refundable?

The deposit becomes non-refundable once production begins. Our refund policy gives a 24 hour window after purchase to request a change or cancellation. If your plans change, tell us as early as you can and we will let you know where your build sits in the queue.

When do I pay the rest?

The balance is settled before production starts, after you have seen and agreed to your quote and the design has been locked.

Design and fit

What if I do not have a reference sheet?

A sketch works. So does a species plus a list of colours and markings. If you are still working your character out, get in touch and the design team can build from whatever you have.

What species can you build?

Cat, fox, wolf, bunny, dog, deer and similar. If you are not sure whether your character fits, ask before you place a deposit.

How do you get the fit right?

After your deposit clears we send you a measurement guide covering head circumference, hand size, foot size and the other measurements your build needs. Accurate measurements matter more than anything else for comfort and movement, so take your time with them.

Can I change the design after I approve it?

Small clarifications before production starts are usually fine. Once construction is underway, changes are not possible. That is why colours, markings, claw style and pad colours are locked in writing first.

Timelines

How long does a build take?

Partials run 8 to 14 weeks from the day your balance is settled, depending on complexity and how busy the queue is. Full body builds are quoted individually.

Can you hit a specific convention date?

Tell us the date in your first message, before you place a deposit. We will tell you honestly whether it is achievable. We would rather turn a deposit down than take one for a date we cannot meet.

Will I hear from you while it is being built?

Yes. You get milestone photos as the build progresses. If you have not heard from us and you think you should have, chase us.

Who makes it

Who actually builds my suit?

MochiiPaws is a team rather than a one-person workshop, and it is worth saying that plainly. The design team takes your reference and turns it into a build spec covering colours, markings, claw and pad detail and fit. The production team builds to that spec. Nothing ships until it has been checked back against your reference.

That is how a custom build stays reachable in weeks instead of the year-long waitlist a solo maker has to run.

Are the photos on your listings real builds?

Most listing images are concept and style references rather than photographs of finished client work. They show what MochiiPaws is aiming for. If you want to see real completed work before committing a deposit, ask us and we will send current photos.

Shipping

Do you ship internationally?

Yes, tracked. Shipping is not included in the deposit. It is calculated when your build is finished and ready to send.

Who pays customs and duties?

The buyer. Import charges depend on your country and are outside our control.

Care

How do I wash it?

Hand wash in cold water with a gentle detergent. Squeeze water out rather than wringing.

How do I dry it?

Air dry only, laid flat. No tumble dryer, no radiator, no hairdryer. Heat damages faux fur permanently.

How do I keep the fur looking good?

Brush the pile gently with a soft brush after wearing. Store it loose and breathable rather than folded in a sealed bag.

If something goes wrong

It arrived damaged or is not what I ordered.

Message us within 48 hours of delivery with photos. We will repair or replace it.

Can I return a custom build?

No. Custom work is final once production begins, because it is made to your character and your measurements and cannot be resold. This is why we would rather answer ten questions before you buy than one after.