Frequently Asked Questions

Orders

How To Cancel Order?

You can cancel your order within 24 hours. After 24 hours, we cannot guarantee that the order can be canceled. If any questions, please send an email to help@celestibridge.com

HowTo Change Address?

If your want to change address, please send the order number, phone number, and new address to our emai. help@celestibridge.com

 

Once the order has shipped, the address can't change.

Why does the surface have subtle horizontal lines?

These surface textures are a natural characteristic of the 3D printing process. We chose this method to ensure that every unit is uniquely crafted and personalized for your order.

Shipping

How Can I Get A Tracking Number?

attach a tracking number once shipped. You willreceive a email (if you have left your email address)

 

If you have any questions, please send an email to help@celestibridge.com

Our customer service staff will reply to you within 24 hours.

How much does shipping cost?

As a celebration of our brand launch, we are currently offering Limited-Time Free Standard Shipping on all orders to the United States, Canada, and Australia. 

No minimum purchase is required.

How long does delivery take?

Because each CelestiBridge is uniquely configured, the total timeline consists of:

1. 7 Business Days for initial character creation and hardware configuration.

2. 7–12 Business Days for shipping via our professional logistics partners. Total estimated time: 14–19 Business Days (approx. 3–4 weeks).

Do you provide worldwide shipping?

Currently, we focus on providing dedicated service to the United States, Canada, and Australia to ensure the most stable delivery and support experience.

Why does the shipping time for custom products take so long?

Each device is "One Client, One Customization." We don't just ship a box; we integrate your specific AI character, photos, and names into the hardware. This meticulous process ensures that the presence we restore for you is of the highest quality.

What if my package is labeled as delivered, but I haven't received it?

Please first check with neighbors, building security, or your local post office. Occasionally, carriers mark items as delivered 24 hours before they arrive. If your package has not appeared within 3 business days of the "delivered" status, please contact us.

Returns & Exchanges

What should i do if the product is damaged or incoorect？

We take full responsibility for quality issues. If your device arrives damaged or the customization (name, photo, or AI character) does not match your order, please email help@celestibridge.com with clear photos/videos. We will provide a brand-new replacement at no additional cost to you.

Can I get a refund for a customized product?

Due to the deeply personalized nature of our products—including AI character configuration, photo integration, and custom name carving—we do not support returns or exchanges for personal reasons (e.g., change of mind). Each device is built exclusively for you and cannot be repurposed. We appreciate your understanding in honoring the unique work that goes into every bridge we build.

Others

Can I see how it works?

We’ll guide you step by step after you place your order.
If you have questions, feel free to message us on WhatsApp.

What photo should I use?

A clear photo of your pet works best.
If you’re unsure, just send it to us on WhatsApp and we’ll help you choose.

How do I customize my order?

After placing your order, you’ll be guided through the customization process.
You can also contact us on WhatsApp anytime for help.

Can I make changes after ordering?

Yes, small adjustments are possible.
Just message us on WhatsApp and we’ll assist you.

Is this a good gift?

Yes, it’s a meaningful and personal gift for pet lovers.
If you’re not sure, feel free to chat with us on WhatsApp.

I still have questions

No problem!
👇👇 Click here to chat with us on WhatsApp — we’re happy to help.

Still unsure? Chat with us on WhatsApp

Other Questions?Seed Us An E-mail

We will get back to you within 24 hours. Or email us anytime at help@celestibridge.com

Thanks for contacting us. We'll get back to you as soon as possible.
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