FREQUENTLY ASKED QUESTIONS

Ordering

We start working on orders quickly, so changes aren't always possible. If you need to modify or cancel, email hello@coldgearcus.com or DM us on Instagram as soon as you can. If we haven't started sculpting yet, we'll do our best.

At the time you place the order. Because every figure is made to order, we can't hold your card and charge later.

Yes, if you reach us fast. Email your order number with the corrected photo or spelling right after ordering. Once sculpting begins, changes may not be possible.

DELIVERY and TRACKING

Every figure is handmade to order in our U.S. studio. Production takes 1–2 weeks. After that, U.S. shipping is 3–7 business days; international is 10–20 business days. The date on the product page is when your figure leaves the studio, not when it lands on your doorstep.

Yes — to most countries via USPS International, DHL, and FedEx. Rates are calculated at checkout.

The moment your figure ships, we email a tracking link. Can't find it? Check spam or email hello@coldgearcus.com with your order number.

Weather, holidays, and carrier delays happen. If your package is more than 3 business days past the estimated window, email us with your order number and we'll open a carrier investigation right away.

Send a photo within 48 hours of delivery and we'll replace it — no paperwork, no fight. Every figure is packed like fine china, but the mail can be rough.

RETURNS and EXCHANGES

Because every figure is custom-made with your photo and name, we don't accept generic returns or exchanges. But we stand behind our work: if it arrives damaged or defective, we replace it free. If your build doesn't match what we agreed on, we remake it free. We'd rather solve a problem than keep your money.

Email hello@coldgearcus.com with your order number and photos of the issue. We reply within one business day and handle the rest.

PAYMENTS and DUTIES

U.S. customers: no. International customers: your country may charge import duties or taxes on arrival — these are your responsibility. If a package is returned because duties weren't paid, we can't refund the original order.

Visa, Mastercard, American Express, Discover, PayPal, Apple Pay, Google Pay, and Shop Pay.

Yes — Shop Pay Installments and Klarna at checkout, on eligible orders.

ABOUT THE FIGURES

Each figure is a hand-sculpted artistic likeness, crafted to capture your face, look, and spirit — not a machine-exact copy. The clearer and better-lit your photo, the sharper the result.

One clear, well-lit, front-facing photo — a side angle helps. Please avoid sunglasses, hats, heavy filters, or dark/blurry shots.

Approximately 1/6 scale (~28–30 cm tall), on a round display base with an engraved brass name plaque.

It's a display statue — a solid, hand-painted collector piece made to stand on your shelf, not an articulated toy.

Premium resin, hand-painted with fine detail and realistic weathering, on a weighted display base.

Yes — add your name, rank, and branch when ordering. For specific medals or insignia, upload a reference photo and we'll do our best to match.

Absolutely. Choose your figure count when ordering — couple and squad sets are popular for units, reunions, and gifts.

THE STUDIO

Monday–Friday, 9am–5pm U.S. Central Time for emails and DMs. The studio works 6 days a week — we're just not answering messages on Saturdays.

Our studio is in the United States. We don't have a public storefront — everything is made to order and shipped directly from the bench.

For wholesale, retail, or press, email hello@coldgearcus.com with details. We work with a limited number of partners each year.

Join our newsletter in the footer. We email once or twice a month with new drops and occasional discount codes — no spam.

Repeat customers get an automatic 10% off their second order and beyond. Birthday month? Send us a note and we'll drop a code your way.