Terms of Service

These terms apply when you order a custom figurine from Koolabee Figures (Markham, ON). By paying the deposit you agree to them.

How an order works

• You send photos or an AI-generated image and choose a size and extras. We quote the price in cad before you pay.
• A 30% deposit (minimum $30) starts your order. The balance is due after you approve the 3D preview.
• We sculpt a 3D model and show it to you on your private tracking page. Nothing is printed until you approve it.
• After approval and payment of the balance, we print, finish and pack your figure. We aim to ship within 7 days of your deposit (rush: 3 business days), provided you approve the preview promptly. Dates are our best estimate, not a guarantee, and we will tell you in the chat if something changes.

Changes

2 rounds of changes to the 3D preview are included. Further rounds cost $15 each. Pet memorial orders have unlimited rounds. Changes to the design after you approve the preview may not be possible once printing has started.

Your photos and ideas

You confirm that you have the right to use the photos and images you send. We make original figures only. We cannot reproduce licensed or trademarked characters, logos or brand mascots, and we may decline or adjust a request for that reason. A figure is a handmade interpretation, not an exact likeness, and small differences in colour and detail between the preview, the print and your screen are normal.

Prices and payment

Prices are in cad and tax is added at checkout where it applies. Payments are processed by Stripe; we never see your card number. The total may change if you add figures, extras or change rounds, and we will tell you in the chat before it does.

Delivery

We ship to Canada and the US, or free pickup in Markham. Every figure is packed in a rigid box with a foam insert. Risk of loss passes to you on delivery. Shipping times after dispatch depend on the carrier.

Cancellations, refunds and damage

See the refund policy.

Our work and your privacy

We may photograph your figure to show our work only if you say yes in the chat. Your photos are handled as described in the privacy policy.

Liability

Figures are decorative gifts, not toys, and are not suitable for children under 3 because of small parts. To the extent the law allows, our liability for any order is limited to the amount you paid for it.

Contact

Questions about these terms: hello@koolabee.com. Ontario law governs these terms.

Last updated 2026-10-02.