FREQUENTLY ASKED QUESTIONS
Questions about personalized gifts, custom projects and delivery.
Find clear information about ordering, personalization, production time, shipping and returns. For a specific product or project, contact us and we’ll help you confirm the right next step.
BROWSE BY TOPIC
Everything you need to know before ordering.
Choose a topic below for details about current designs, personalization, custom projects, delivery and after-sales support.
Ordering & personalization
How much do Xyluria gifts cost?
Ready-to-order designs start at 【$13.99】 in our Shop, including a printed message card with your own text. Prices vary by size and complexity. Wholesale pricing starts at 【$12.90】 per unit for orders of 【50】 units or more — see our Wholesale page for full tiers.
Where can I buy a current Xyluria design?
Browse our Shop to order directly from us. A wider selection is also listed on Amazon US, Canada, Germany and France, where local pricing and delivery options are shown for your destination.
What personalization options are available?
Most designs include a printed message card with up to 100 characters, printed on both sides. Selected designs also support photo personalization. Card text can include names, dates, short quotes and inside jokes. Each product page lists the options available for that design.
What can I write on the message card?
Anything up to 100 characters, including names, dates and emoji. Some examples buyers have used:
- “Congrats on the new job, Sarah — you earned this.”
- “Day 1 of chemo down. You’ve got this. Love, the Tuesday crew.”
- “3 years, 2 apartments, 1 very judgmental cat. Happy anniversary.”
Short and specific works better than long and general. If you want the card blank so you can write it yourself, just leave the text field empty.
Can you create something from my photo or reference image?
Some current designs support photo personalization through their product listing. For a new character, original design or more complex reference-based request, please use our Contact page so we can review feasibility, quantity and timing.
Can I place an order directly on the Xyluria website?
Yes. Our Shop is open for direct orders on this site. For bulk quantities, branded packaging or an original design made from your reference, start with a request through our Wholesale page.
How should I care for a crochet keepsake?
Xyluria keepsakes are made from soft acrylic yarn with polyester fill and plastic safety eyes. Spot clean only, air dry, and avoid machine washing, high heat and prolonged moisture. Not suitable for children under 3 years — contains small parts.
Custom & bulk projects
Do you accept custom and bulk project requests?
We review requests for bulk quantities, original designs, logos, custom packaging, events, teams, schools, businesses and retail gift programs. Acceptance depends on design feasibility, quantity, timing and project requirements.
What information should I include with my request?
Please include the product or design idea, quantity, customization details, reference images if available, destination country and target delivery date. Clear information helps us review feasibility and timing more accurately.
Is there a minimum order quantity?
Wholesale orders start at 50 units per design. Up to 3 designs can be combined within one 50-unit tier, with a minimum of 10 units per design. Unit pricing starts at $12.90 and decreases at higher volumes — see the full tiers on our Wholesale page.
How are quotes and samples handled?
After reviewing the request, we confirm feasibility, MOQ, sampling requirements, production time, pricing, shipping and relevant trade terms. Any sample cost and approval process are confirmed before production begins.
Production & delivery
How long does personalization or production take?
Light personalization generally requires 1–3 days of preparation before shipping. Original or more complex reference-based projects generally require 7–14 days before shipping. Quantity, design complexity and seasonal demand may affect the final estimate.
How long does shipping take to the US?
Orders placed in our Shop ship from Dongguan, China, and typically arrive in the US within 【10–20 business days】 after production. Amazon orders ship from local Amazon warehouses and usually arrive in 【2–5 days】, with exact dates shown at checkout. Delivery to Canada, Germany and France follows similar timing.
Where are Xyluria products made and shipped from?
Xyluria products are made and shipped from China. We serve customers in major global markets, subject to product availability, destination requirements and available delivery services.
Do you ship internationally?
For current designs, Amazon displays availability and delivery options for the customer’s destination. International delivery for custom or bulk projects is confirmed during the quotation process. Shipping costs, customs fees, import duties and taxes vary by destination.
How can I track my order?
For an Amazon order, tracking is available through the Amazon order page or shipping confirmation. For an approved custom or bulk project, available tracking information is shared after dispatch.
Returns, changes & product care
Can I change or cancel an order after it is placed?
For an Amazon order, use Amazon’s order management options as early as possible; availability depends on the order status. For a custom or bulk project, contact us promptly. Changes or cancellation depend on whether sampling, materials or production have already begun.
What should I do if my order arrives damaged or incorrect?
For an Amazon order, use the support or return options shown with the order. For a custom or bulk project, contact us promptly with the order details, a description of the issue and clear photos so we can review the appropriate next step.
Are personalized items returnable?
Personalized items are final sale — we cannot accept returns for spelling errors or changes of mind, since each card is printed for one specific order. Please check your message on the product page, in your cart, and at checkout. If your order arrives damaged, defective, or does not match the text you submitted, we will replace or refund it in full.
How should I care for a crochet keepsake?
Follow any care instructions shown with the product listing. In general, handle the item gently, spot clean when needed, allow it to air dry, and avoid machine washing, high heat and prolonged moisture. Keep small decorative parts away from young children and pets.
For wholesale pricing, MOQ and sampling, see our Wholesale page
STILL NEED HELP?
Tell us what you’re planning.
For a product-specific question, bulk order or original project, send us the details and we’ll help you confirm the right next step.
Still have a question? Contact us