Photos and Customization
What kind of photo should I upload?
A quarter-angle shot from the front shows the depth of the features on the face. One photo is enough, additional photos are always encouraged. The pose and position in that photo will be reflected in the final model.
How does the model size work?
When you choose a size, that measurement refers to the model’s largest dimension—whether that’s height, length, or width, depending on your pet’s pose. The other two dimensions are scaled proportionally.
Can I send you physical items like whiskers or ashes?
Yes. We can incorporate certain physical mementos into your piece. Please contact us for safe mailing instructions.
Do you make life-size models?
Yes — we create models in nearly any size, from 8" to life-size and beyond. Contact us to explore the full range of sizing options available.
Is one picture enough?
Yes — one clear photo is enough to create your piece. The pose and position in that photo will be reflected in the final model. We recommend a quarter-angle shot from the front, as it shows the depth of the features on the face. Additional photos are always encouraged.
Can you combine multiple pets or people into one model?
Yes. We can merge references to create a single piece featuring multiple subjects, even if they weren’t photographed together. Contact us with your request.
Do you just do dogs?
No. While many of our Solid Souls are created for dogs, we can craft a Solid Soul for any beloved companion — cats, horses, or even humans. Every piece is fully customized to honor the unique look of your loved one.
Ordering & Shipping
How long will my order take?
Classic Soul Essence: Ships within 1 week of receiving your photos and payment.
Classic Soul and Legacy Soul: Ship within 1–2 weeks.
Monument Series: Requires 2–3 weeks due to its larger scale.
For urgent timelines, we may be able to accommodate rush production upon request.
Can I rush my order?
Yes. Rush orders are available for an additional fee and depend on our current schedule. Contact us before placing your order so we can confirm your deadline.
Where do you ship from?
We ship from California.
Do you ship internationally?
At this time, we ship exclusively within the United States to ensure the highest level of care and reliability in delivery. International shipping will be introduced in the near future as we expand our capabilities.
How is my order packaged? Is it safe for shipping?
Every order is meticulously wrapped in premium protective bubble wrap, secured within custom-cut foam, and placed in an extra-thick, reinforced box — ensuring your piece arrives in perfect condition, exactly as it left our studio.
How do I check the status of my order?
You can track your order anytime using our Order Lookup linked below. Simply enter your order number (found in your confirmation email). You’ll see the latest updates on production, shipping, and delivery.
Customer Support
How can I contact Solid Souls?
You can email us at support@solidsoulsstudio.com where our customer service team will be happy to help you with whatever you need!
Do you offer a warranty or guarantee?
We truly believe we create some of the most meaningful and highest-quality memorials in the world.
If for any reason you don’t have a positive experience, we’ll do whatever it takes to make it right and ensure you are 100% satisfied with your purchase.
Simply reach out to us at support@solidsoulsstudio.com, where our dedicated support team is available to assist you.
How long do I have to wait for a reply to my email?
We respond to all emails within 24 hours. If you haven’t heard back after one business day, please check your spam folder or reach out again — we want to make sure every message is received.
What if my piece arrives damaged?
Contact us within 7 days of delivery with photos of the damage. We’ll arrange a repair or replacement.
Can I change or cancel my order?
As we aim to process orders as fast as possible, you must request any changes/cancellations within 12 hours of ordering. Please refer to Our Policies for more information.