FREE COURIER DELIVERY for purchases above S$80!

Hello and welcome to The Treat Jar Company!

Thank you for your interest in our customised products. Whether you’re new or returning, we want to ensure a smooth and enjoyable experience with us. We kindly ask that you review the following information before we begin your order. Events can sometimes be a little hectic, and we want to avoid any misunderstandings. We've outlined key details below, but please don't hesitate to reach out with any questions you may have.

WAITING TIME

  • All our items are made to order.
  • Online orders: Please allow 21-28 working days for your order to be completed.
  • Event orders: Due to high demand, completion may take 4-6 weeks.
  • Delays can occur if photos are submitted late or if multiple rounds of edits are requested. Each edit request takes at least 3-5 working days, and several rounds can extend your wait up to 8 weeks.

FOR CUSTOM DRAWINGS

  • Just a friendly reminder that our drawing fees are calculated per pet and per design. If you've included two pets in your artwork, please double-check that your invoice reflects this. Also, please note that additional or unique designs for each item will incur extra charges, depending on the drawing style selected.
  • Drawing Styles: For a drawing that closely resembles your pet (90-99% likeness), we recommend either the Full Colour Vector or the Sketched styles. Please avoid selecting the Toon drawing style if you’re looking for realistic representation, as it is a simplified cartoon-style interpretation. If you would like to change your selection, kindly WhatsApp us at +65 8727 7852 within 24 hours after your order is place. We may not be able to accommodate changes after 24 hours.
  • If you choose a Toon drawing with add-ons, please provide us with clear and specific instructions for what you’d like included. For example, if in the add on description you mention “Something cute” or “Feel free to add whatever” or “Happy Theme”, we will NOT process your order until we have specifics. What is cute to us, may not be cute to you. To prevent any misunderstandings, we want to avoid situations where our “freestyle” interpretation doesn’t align with your expectations. For inspiration, feel free to check out our stories! Kindly note, add ons are limited to 5 items.
  • Please ensure that you have submitted a clear frontal photo of your pet. Side or angled photos can lead to unexpected results and more than often require many edits. If you would like to change the photo submitted, kindly WhatsApp us at +65 8567 0876 within 24 hours after your order is place. We may not be able to accommodate changes after 24 hours.

When receiving your drawings:

  • As we are on a WhatsApp Business API, we're unable to send messages that are not templates to our customers without their acknowledgement. We will require you to respond to our template message so that we are able to send you your confirmed drawings.
  • Avoid submitting Photo A and then comparing it to Photos B, C, D, or E. Each drawing is created based on the photo you submitted on our website. If you want your drawing to resemble Photo B, you must submit Photo B instead of Photo A. To maintain consistency, we will implement re-drawing charges if Photo A is submitted but edits are made based on comparisons to Photo B (or C, D, or E). If you would like to change the photo submitted, kindly WhatsApp us at +65 8567 0876 within 24 hours after your order is place. We may not be able to accommodate changes after 24 hours.
  • When requesting edits, please be specific. Instead of saying, “It doesn’t look like my pet,” please guide us on what needs adjustment. Remember, we draw based on the photo you submit, and you know your pet best. General guidance helps us improve the likeness significantly!
  • For accurate adjustments, please avoid sending multiple photos or an Instagram account for reference, as we can’t combine them effectively and we won't know which photo to follow. Instead, specify your request, such as, “Could the eyes follow Photo B instead?” or “Could the face shape be more like Photo C?” This will help us make the changes you desire without confusion.
  • Our complimentary edits involve edits made to the eyes, nose, body shape, fur, colours, etc. However, for example, if you request for us to draw Pokemon for the toon drawing and after the first draft is completed, you decided to change it to another character, this would involve an edit fee of $5-$7 depending on the type of drawing selected. Similarly, if you sent photo A for us to draw and request for us to redraw to Photo B or if you decide to change drawing styles after the first draft is completed, this is a completely new drawing and the full drawing charge would apply. 

RETURN OR REFUND POLICY:

  • Return policy: If your item arrives damaged, please take a photo of the damage, including the packaging, and send it to us via WhatsApp. This helps us resolve the issue with our courier service. If your product requires assembly, please do not assemble it, as doing so will void replacement eligibility. We require that all original packaging be retained and the item repacked to facilitate the collection process for replacements, which may take up to two weeks.
  • Refund policy: If you choose to cancel your order after the drawing is completed but before production, we will ONLY refund the product cost (not drawing cost), and you may keep the high-resolution file of your drawing for future use. If for any reason you are not satisfied with your order, we will process refunds upon the return of ALL of the items in their original packaging. 

ADDITIONAL NOTE FOR EVENT ORDERS

  • Orders made at events will be valid for 3 months (i.e. your order must be completed within 3 months). For customers who remain unresponsive after multiple rounds of follow up, unfortunately, we will be required to cancel your order with a 30% administrative fee imposed and any freebies redeemed at the event will be deducted from the total amount.
  • There will be no refunds on drawing fees after first draft of drawings have been completed. Any change in photos after submission of photos, will be charged as a new drawing. 
  • Any add on to your order after the event will be invoiced at our usual website prices. To enjoy event discounts, please ensure that you purchase all the items that you require at the event.

A Note on Kindness
We’re committed to a respectful and positive environment. Please communicate kindly with our team. We will not engage in behaviour that is disrespectful, and reserve the right to cancel orders in such situations.

Thank you for choosing The Treat Jar Company. We’re excited to create something special for you!

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