FAQ
Q: Can I choose the font, and font colors?
A: We have thematic font types and matching colors in mind for each design. During the conceptualization phase, we would have tried various font types and colors already, before making a final decision.
Q: Can I choose the free charm?
A: We procure very limited charm designs and we will match the most fitting charm for your tag, based on its color, shape and theme.
Q: Why do you need 10 to 30 working days to make a tag? That's very long to me!
A: Every single item is handmade with love. During special launch periods when we are extra busy, we would need up to 25 working days. Customized items may take up to 30 working days. We refuse to compromise the quality and aesthetics of our products or shortchange any customer in the queue by speeding up our processes. Moreover, we use high quality natural resin, each layer takes around 24 hours to dry, and we use at least 5 layers for even the most basic tags. Fun fact: we ever poured a record of 18 layers for our most complex tag!
If you need an order more urgently and if we are unable to accede to your request, we do have a good relationship with a few other resin tag makers and we can recommend them to you. We can attest to the quality of their items and their service, and we hope that you can support their business too!
Q: Why are some of the tags priced more expensive than the others?
A: Some of the special launches, such as our famous galaxy milky way tags, aurora tags and seasons tags, take around 20 days to craft. These items are not simply resin tags, they are art pieces! They consume a lot of time from conceptualization to the actual crafting. Additionally, if our artist does not like the look, she might abandon the project at any point and restart altogether. We will only sell tags that we have feelings for. Every single tag is like our baby.
We also have in-stocks items that are less complex and priced more economically. They are just as beautiful, classy and loved by us!
Q: Why are a few of your tags thicker than others in the market?
A: First, aesthetics and second, safety. We definitely do not scrimp on resin. If we deem a design to be prettier if it were to be three dimensional, we would spare no cost and we would pour as much resin as we need to get that effect. We also like how a sturdy looking tag feels on our hands.
More importantly, we do own dogs that were once puppies. Younger pets tend to chew on everything as a form of mental development, and a tag is definitely considered novel to them. If our tag were to be thicker, we would help paw parents buy some precious time to quickly correct the action and remove the tag. Even if your dog does not chew, shit happens at pet gatherings and dog parks.
Q: Can I still request for a slightly thinner tag? I don't want it too thin either!
A: We understand that everyone has different preferences and every pet is different. In fact, only a handful of our tags are extra fat and juicy. You can roughly tell the thickness of every tag from the stock photos. Rest assured, there would not be tags that are too thin either. None of our tags sold on this website is flimsy.
If you would like to customize a tag, let us know that you prefer a slightly thinner one and we will work on this request.
Q: Can I purchase extra jump rings or hardware?
A: Sure! Metal jump rings and hardware are very sturdy but eventually oxidize when exposed to the air. This apply to all metal jump rings and hardware in the market. Drop us an email or head to 'Contact us' to discuss payment matters.
Q: Can I specially customize a tag for my special pet? I have specifications that I would like to discuss with you.
A: Sure, we open a few customisation slots each month. So. Indicate the details of your customisation request along with any helpful photos. Do take note that customized tags have a longer waiting time and only contact us if you are comfortable with the waiting time.
Q: Can I cancel my order?
A: Again, contact us as soon as possible. If we have not started on your item, we will refund you 95% of the cost. The 5% constitutes transaction and processing fees. If we have started on your order, we regret to inform you that this is not allowed. Also, customisation slot deposit of $3 is nonrefundable.
Q: Can I modify or further customise my order?
A: Again, contact us as soon as possible.
We can accede to your modification request if we have not started on your project. Any modification to your order will result in a $2 administration and processing fee from our end.
This is because at the back end, the team needs to double and triple check all the orders. Modifications affect our crafting process which sometimes lead to accuracy matters. We truly understand that some launches are extra stressful but at checkout, please look through the details that you have entered, especially name and contact number to be printed, as well as your mailing details (don't forget to include your unit number!).
Sometimes and depending on the situation, we need to issue you a refund and request for you to repurchase the item. This situation also calls for an administrative fee because at the backend, we are charged a fee for every transaction. Do also be aware that item that you have released temporarily might be snatched up by someone else.
For requests on any further customisation of an in-stock item (e.g. switching name / contact number side, adding special characters), additional charges can range from $2 to $5.
Thank you for your understanding!
Q: I just made payment and now I want to add on more items. Can I add on to my order and qualify for free shipping?
A: While we see where you are coming from, it is administratively not achievable for us.
Q: I forgot to add a discount code.
A: Again, while we see where you are coming from, it is administratively not achievable for us. Please check your order carefully before making payment.
Q: What payment modes do you accept?
A: We accept paynow, gpay, shop pay, mastercard and visa.
Q: What about international customers?
A: We welcome customers from all over the world!
Q: I just made payment but did not receive a confirmation email. How do I check that an order has successfully been placed?
A: An email should be automatically sent. Please check your inbox and spam mails. You may head there, and with that email, mark as 'not junk' so as not to miss future emails from us.
If you have entered the wrong email address, unfortunately our system does not allow us to redirect the confirmation email to the direct address. We can however, help to check if your payment has gone through. Contact us for help!
Q: It's so troublesome to navigate this website. Can you just WhatsApp me?
A: The website has proven itself to aid our process of taking orders and the whole point of using a website is to streamline processes and to help guide customers and the team. We would really appreciate if you would respect this mode of order taking. Most importantly, we don't want to encounter an issue of deviating from the process and missing out on your orders and other customers' orders. Every customer is very important to us.
Q: Can you call me?
A: No. Our only modes of communication are email and direct message via Instagram. This is to ensure proper documentation of the order details within Sugaresin team and to it help customers to have something to refer to. We are very cautious about getting the orders right especially when our all items are handmade with love and every order takes up a lot of time. Having unmet expectations will result in unhappiness for everyone.
Most importantly, having written documentation helps to protect all our team members as well as the customers.
Q: Do you have a bulk order or birthday party promotion? I want to order a few!
A: Yes, we do! We can extend a 'buy 5 tags of the same theme with 10% off' to you. This discount cannot be combined with any other promotional codes.Do contact us to discuss further.
Q: Why is there no normal mail option anymore? I don't think I'm so unlucky to ever encounter a lost package situation!
A: We are not willing to take the risk of having disappointed customers because of a lost package via normal mail option. We had an unfortunate incident of a lost mail, and the customer was extremely sad. We were equally heartbroken because the nature of our projects is labor intensive and every item is handmade with a lot of love, time and effort. The possibility of a lost package via normal mail is not very likely but we don't want to be that small percentage of unlucky people. We now have registered mail and Ninjavan options available.
Q: Can you sponsor me a giveaway? I will help you to advertise your brand!
A: Thank you for thinking of our brand. Much as we would like to be part of your giveaway campaign, resin tag and clay tag making are both 100% labor intensive and we do not think we have spare time to sponsor too many giveaways. We also have a group of ambassadors whom we work closely on giveaways!
Q: In that case, can I represent your brand?
A: Sure! We hold PAWbassador searches 2 to 3 times a year. PAWbassadors and PAWdels are also given priority to new launches.
One of the most important criteria to qualify is that potential ambassadors need to be existing customers of ours. We strongly believe that people who have used our items can provide the most accurate testimony for the quality, design and durability, and it is our greatest honor to have them work with us.
We also require our PAWbassadors to display good conduct at all times. We prefer to work with people who are positive, reasonable, kind and helpful to everyone in the pet community. Spread love, not hate!
Slots are limited, so if you aren't chosen, do try again next term. No hard feelings!
We are going off-tangent here but we love our past and current PAWbassadors a lot! We are so grateful to have these lovely folks be part of the #sugaresinfam.
Join us!