We value our customers, without YOUR support we wouldn't be able to do what we enjoy most! If for any reason you experience a problem, please let us know, best by using our Contact form at the bottom of this webpage. We usually respond within 1-2 days, or at least let you know by when you can expect an answer. SET-UP ---------- Some of our products require a set-up procedure, for example to define a flying or swimming area. You will find a notecard with step-by-step instructions in your box. If you prefer, we are also offering video tuturials on our YouTube channel. In case you experience a problem, please let us know, best by using the Contact form at the bottom of this webpage. REFUND ----------- Products with copy permissions: We do provide a refund for double purchases of products with copy permissions. Please use the Contact form below and indicate the product. Products with transfer permissions: Sorry, we are not able to refund or re-deliver any items with transfer permissions. For the same reason we cannot help with transferable items purchased from re-sellers on the SL Marketplace or from other in-world stores. STORE CREDIT ------------------- Our in-world store is closed. We will not apply store credit to an account retrospectively, or cash out existing or missed store credit. The same applies to gift cards. For more details, please see sub-section '10% store credit - can I get a retrospective credit' in the FAQ list, below.

Our in-world location is closed. We have communicated in group notices on Nov 06, Nov 12 and Nov 18, 2022, to use any remaining store credit. We can unfortunately not pay out missed or existing store credit in cash. The same applies to unused gift cards.

Marketplace purchase: Please log on to your account on Marketplace: 'My account' > 'My order history' > click the invoice record of the item > click 'Redeliver item'. In case you experience issues, you can also use the Contact form* below to request a re-delivery.

Step-by-step instructions for animals requiring set-up (e.g. flying area, swimming area) are provided in the notecard in your box. In case you find a video tutorial more helpful, these are available on Marketplace. You can find the video below the respective product description. Alternatively, you can also search for a certain product video from the list of available videos on our YouTube Channel. Of course, in case these resources don't help, you can always contact us, best by using the Contact form at the bottom of this webpage.

Marketplace offers the option to 'Add to cart as gift' at the time you select the item. Please make sure you select the correct avatar, i.e. use their full avatar name (not display name), and to select 'Resident', if needed. We can unfortunately not refund purchases that were delivered to the wrong recipient.

Our in-world location is closed. We have communicated in group notices on Nov 06, Nov 12 and Nov 18, 2022, to use gift cards. We can unfortunately not pay out gift card balances in cash.

Yes, all our swimming animals, fish, waterbirds, otters, etc. can be used in SL water as well as ponds with a water prim :) A few things to consider: Please make sure that there is sufficient depth, i.e. that the animal does not collide with the ground or any hidden prim. Rocks around the water should be set to "Phantom" ( right click -> "edit"-> 'Object' tab -> tick "Phantom"). This should avoid undesirable collisions with moving objects. There is sometimes an issue with objects colliding with SL land even if the items are phantom. This means that placing e.g. a duck on a water prim close to ground level can cause problems with the movement causing the objects to become stuck or fail to reach the desired height. In that case, please try raising the water prim and then reconfigure the swimming area. This will probably cure the problem.

The Animesh companion pets - when rezzed - would be animated, they would however not walk around your property. While a roaming Animesh pet is in priniciple doable, we dismissed the idea due to the additional land impact (LI) of Animesh objects. A roaming Animesh dog would have a LI of about 40-50, and we considered that this wouldn't be acceptable :)

ABOUT ANIMESH --------------------- Animesh is a Second Life feature to allow independent objects to use rigged mesh and animations, just as you can with mesh avatars. This means that you can now have animals play animations with much smoother and realistic movements. However, there are also some limitations with regard to the land impact and user permissions, summarised below. USER PERMISSIONS ------------------------- Since Animesh requires the use of rigged mesh models, Animesh animals can unfortunately not be resized, and come with copy permissions only. LAND IMPACT ----------------- Animesh objects in-world (if they are not attached to an avatar) add an additional 15 to the land impact of an object, or even more for more complex models. This means that unless you wear animesh (e.g. a wearable companion), Animesh objects will have a higher land impact than you are used from our Mesh animals. HYBRID ANIMESH --------------------- With a few of our non-wearable Animesh animals (Flamingos, Stilt collection, Godwits) we are offering an alternative, called an 'Animesh hybrid'. What does this mean? In order to reduce the land impact, the hybrid object offers a 'temporary-rez' (temp-rez) option, which once activated will randomly play a 30 second loop of the Animesh version, before it returns to the regular Mesh version. There are Pros and Cons that come with this option: > PRO: Due to the temp-rez option, only the land impact of the mesh object will count towards the prim limit. > CON: Temp-rez can have an effect on sim loading times. This will most likely not have an impact in 'no lag'/'low lag' regions, however it may affect performance in busy areas. We therefore do not recommend using the 'Animesh hybrid' (with temp-rez function) for busy sims. In that case, the '100% Animesh' version should be used.

We are unable to commit to any custom work. We will also not modify existing products. Please don't consider us rude if we will not respond to your request regarding a certain animal you would like us to create.

The creation of full-perm products is a specialised market and one we try to avoid. We will also not change permissions on any products. The administrative work would be simply too high. Thank you for your understanding.

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