FAQ

We are here to help | If you cannot find an answer in the FAQ list below, please send us your question using the contact form at the bottom. We will try and respond to you in-world within 1-2 days.

Do your Koi / swimming animals work with SL water?


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.




Gacha policy


GENERAL CONSIDERATIONS ------------------------------------------- The gacha system is completely random and can result in either rare or common items. Our gacha machines are set to a probability score of 15% to receive a rare item, however this does not mean that you are guaranteed to receive a rare with every 6th or 7th pull. It simply means that each try gives you a 1 in 7 chance to get the rare. Consequently, you can get a rare item on the first try, or not at all. At the same time, gacha machines offer the chance to receive multiple items, and at a price below cost, i.e. the effort that was spent in creating the set, and the lindens we would usually take for a regular product. Additionally, gacha items can be given away, traded, and sold, which gives you the option to get some of your invested money back. GACHA TERMS AND CONDITIONS ------------------------------------------- Sorry, We will not switch or trade a gacha item for another item if you haven't received the desired product out of the gacha machine. We will also not sell single gacha items (not even at a higher price) to complete your set. Since gacha are sold at a lower price than our copyable items, we will not provide a version with copy permission in exchange for a gacha. Due to transfer permissions, we are not able to refund or re-deliver any gacha items. For the same reason we cannot help with gacha items purchased on the SL Marketplace or from other in-world stores. The same conditions, rules and terms apply for gacha re-sellers. Thank you for your understanding.




Blogging for │T│L│C│


Thank you so much for your interest in │T│L│C│. We appreciate the support of our bloggers a great deal - they are the face behind │T│L│C│, our brand ambassadors. We usually have a blogger search once a year, which is posted on Flickr. In case you would like to connect to stay informed, please use this link to the │T│L│C│ Flickr account




Store policy


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 contact us. You can either use the Contact form on this webpage or send a notecard to True Redrose in-world. We usually respond within 1-2 days, or at least let you know by when you can expect an answer. We want you to be happy with the items you buy. Therefore, before you purchase, please visit our Mainstore to view the demos. REFUND ----------- We do provide a refund for double purchases of products with copy permissions. Please use the Contact form below or send a notecard to True Redrose in-world. Please indicate the product and where you made the purchase (Marketplace, In-world store or Event). Sorry, We will not refund gacha items or products with transfer permissions. For more details, please see sub-section 'Gacha policy' in the FAQ list, below. STORE CREDIT ------------------- We will not apply store credit to an account retrospectively, or cash out existing or missed store credit. For more details, please see sub-section '10% store credit - can I get a retrospective credit' in the FAQ list, below.




How to buy a gift / gift card


There are 3 options: 1) You can buy a gift for a friend (except gacha items) by clicking the 'Buy as gift' button on the vendors. Best: with this option you will earn 10% store credit for every gift purchase, when wearing your group tag. To select the correct recipient, please enter the avatar key into the pop-up window. You will find the avatar key on the profile window, below the avatar name. Afterwards you will be prompted to pay the vendor. Not really sure which product to gift? 2) You can also purchase transferable gift cards at the 'Buy gift cards' terminal in the member's area of the Mainstore and add store credit. Please note that store credit cannot be used at gacha machines. 3) Marketplace also 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.




Help with set up (e.g. swimming area, flying area)


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. A video link is available 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, either by using the Contact form at the bottom, or by writing a notecard to True Redrose.




Do you sell Full Permission animals?


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, for example gacha items. The administrative work would be simply too high. Thank you for your understanding.




Refund


In case you made a double purchase of a copyable product, you can either contact us using the Contact form below or send a notecard to True Redrose to receive a refund. Please specify the product and where you made your purchase (Marketplace, Event or In-world store). Unfortunately, we cannot refund any gacha items or products with 'transfer' permissions.




How to redeem a gift card


Please go to the 'Redeem gift cards' terminal in the Welcome area of the Mainstore. Click the terminal and follow the instructions to collect the store credit. You can now purchase items from any vendor (except gacha items), and pay the vendors by using the 'Use store credit' button. Enjoy :)




10% store credit - how does it work?


Group members receive 10% store credit (not discount) for purchases at our Mainstore. Gacha items are excluded. Please remember to wear your group tag when you shop, otherwise you won't receive the store credit. For example, your first purchase is an item for 250L --> you will receive 25L store credit that can either be used for your next purchase, or collected and saved for a later visit.
To check your current store credit balance you can click any vendor using the 'Use store credit' button. The pop-up window will show your current balance. To use your store credit, please also click the 'Use store credit' button. In case your credit balance is not sufficient, you can still use your existing credit and pay the rest with lindens.




Custom work - can you do a certain animal?


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. We are regularily participating at events and are therefore usually tied up in creating exclusive items which sometimes require a certain theme or have to fit a Season. Of course, you can always submit a suggestion (best by using the contact form available at the bottom of the webpage), and we may consider your request at one of the next events :)




Re-delivery / failed delivery


*For any inquiry, please specify the product and where you made your purchase (Marketplace, Event or In-world store). In case you made a gift purchase, please add the friend's name. Mainstore purchase: Items bought since 2020: please use the re-delivery terminal @ the Mainstore. Items bought before 2020: please use the Contact form* or send a notecard* to True Redrose. Event purchase: Items bought since March 2021: please use the re-delivery terminal @ the Mainstore. Items bought before March 2021: please use the Contact form* or write a notecard* to True Redrose. 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, or forward a notecard* to True Redrose. Thank you.




Companion pets - can I rezz them - and do they walk around when rezzed?


The Animesh companion pets - when rezzed - would have the same animation as the demo at the store, i.e. they would 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 :) However, based on our customer's feedback, we are currently also looking into the option of creating a raoming Animesh dog. So please stay tuned :)




Animesh - Animesh hybrid - and what's the difference between the two?


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
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Since Animesh requires the use of rigged mesh models, Animesh animals can unfortunately not be resized, and come with copy permissions only. LAND IMPACT
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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
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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.




10% store credit - can I get a retrospective credit or cash pay out?


Group members receive 10% store credit (not discount) ONLY when they shop at our Mainstore location, and while wearing the group tag. Due to the way the vendor system is set up, you will not get a store credit for purchases at other locations or at events. We can unfortunately not credit the 10% retrospectively, e.g. in case you forgot to wear your group tag, or because you purchased an item at another location. We will also not pay out missed or existing store credit in cash.