Contact information

Contact and Company Information

Studio Replica

1. Introduction

Welcome to the official contact and company information page for Studio Replica. This page is designed to give you everything you need to reach our team, verify our identity as a business, and understand the different communication channels available to you before, during, and after placing an order.

We believe that transparent and easy-to-access contact information is one of the most important signs of a trustworthy online business. That is why we list all our official channels in one place, explain when and how to use each one, and commit to clear response times. If you ever have a doubt about whether a message claiming to come from Studio Replica is genuine, this page is the source of truth: only the contact details listed here are official.

If you have any question that is not answered on this page, or if you would like to suggest an additional channel of communication, please do not hesitate to email us at contact@studioreplica.com. We are always happy to hear from our customers.

2. Who We Are

2.1 Business identity

Studio Replica is a Canadian business specializing in custom 3D figurines hand-crafted from customer-submitted photographs. Every order is a unique, personalized creation, modeled by our team based on the photo and instructions you provide at checkout. We are passionate about turning your memories, your loved ones, and the people who matter to you into beautifully detailed, ultra-realistic figurines.

2.2 Legal name and registration

  • Business operating name: Studio Replica
  • Legal entity name: Studio Replica
  • Province of registration: Quebec
  • Country: Canada

2.3 Our mission

Our mission is simple: to give every customer the joy of seeing themselves, their family, their pet, or their loved ones turned into a beautifully detailed custom figurine — and to make the process simple, transparent, and absolutely risk-free, thanks to our preview-approval system.

3. Official Contact Channels

We offer multiple ways to reach us. All channels are monitored by our team during our published business hours, and we commit to clear response times, detailed below.

3.1 Email — primary contact channel

Email is our main and preferred channel of communication. It allows us to keep a clear record of every conversation, share attachments, and provide thoughtful answers to your questions.

  • General contact: contact@studioreplica.com
  • Order support: contact@studioreplica.com
  • Preview approvals and revisions: simply reply to the preview email we sent you
  • Refund requests: contact@studioreplica.com
  • Press, partnerships, and business inquiries: contact@studioreplica.com

We aim to respond to all emails within two (2) business days, and most messages receive a substantive reply much faster.

If you do not receive a response from us within three (3) business days, please check your spam, junk, and promotions folders. Email delivery is occasionally affected by overzealous filters. If you still do not see our reply, please try contacting us again — we never intentionally ignore a customer.

3.2 WhatsApp — instant messaging

For quicker, more informal exchanges during the day, you can also reach us by WhatsApp at:

  • WhatsApp number: 07 75 00 19 55

WhatsApp is monitored during our standard business hours (see Section 4). Outside these hours, we will reply as soon as we are back online. WhatsApp is especially convenient for short questions, quick photo previews, or follow-ups on an existing order.

⚠️ Please note that official refund requests and dispute submissions should always be sent by email, even if you have already discussed the matter on WhatsApp. This ensures that we have a clear written record for both parties.

3.3 Online contact form

If our Website features a contact form, you may also reach us by filling it out. Messages submitted through the form are automatically forwarded to the same email inbox managed by our team and follow the same response-time commitment as direct emails.

3.4 Postal mailing address

If you need to send us physical correspondence — for example, formal legal notices — you can write to us at our official mailing address:

  • Studio Replica

Please note that this address is for correspondence only. As detailed in Section 12 below, our products are not shipped physically, and there is no warehouse or storefront to visit. Walk-in visits are not available.

3.5 Social media

We may also be present on certain social media platforms (Instagram, TikTok, Facebook, etc.). Social media is great for following our latest creations, but it is not a reliable channel for customer support. For any matter related to your order, please use email or WhatsApp.

If you contact us through social media direct messages and your request requires a substantive response, we will typically redirect you to email.

4. Business Hours and Response Times

4.1 Our standard business hours

Our team is generally available during the following hours, expressed in Eastern Time (ET / America/Toronto):

  • Monday to Friday: 9:00 a.m. to 6:00 p.m.
  • Saturday: 10:00 a.m. to 4:00 p.m. (reduced availability)
  • Sunday: closed (messages received are read on Monday morning)
  • Canadian public holidays: closed

These hours apply to live communications (WhatsApp, real-time replies). Emails received outside of business hours are read and processed the following business day.

4.2 Response-time commitments

We are committed to the following response-time standards:

  • General questions by email: response within two (2) business days.
  • Refund requests: acknowledgment within two (2) business days, substantive response within five (5) business days.
  • Urgent issues related to a pending order: priority response, typically within one (1) business day.
  • WhatsApp messages during business hours: typically within a few hours.
  • WhatsApp messages outside business hours: response the next business day.

If your request is time-sensitive, please mention it clearly in the subject line or first sentence of your message so we can prioritize it appropriately.

4.3 During high-volume periods

During occasional high-volume periods (holiday season, promotional events, viral campaigns), our response times may temporarily extend by one to two business days. When this happens, we update our auto-reply messages and our Website banner so that you have a clear picture of the current situation. We thank you in advance for your patience during these moments.

5. What to Include in Your Message

To help us respond to you as quickly and accurately as possible, please include the following information in your message:

5.1 For order-related inquiries

  • Your full name as it appears on your order.
  • Your order number (found in your order confirmation email).
  • The email address you used at checkout (especially if you are writing from a different address).
  • A clear description of your question or concern.
  • Any relevant attachments (screenshots, photos, screen recordings).

5.2 For pre-purchase questions

  • A description of what you are trying to achieve (a personalized gift, a family figurine, a creative project, etc.).
  • Any specific requirement (size, level of detail, deadline, etc.).
  • Whether you have already attempted to place an order and faced an issue.

5.3 For technical issues with our Website

  • The page URL where the issue occurred.
  • The device and browser you were using (for example, "iPhone 15 with Safari" or "Windows 11 with Chrome").
  • A screenshot of the issue, if possible.
  • The approximate time at which it happened.

The more context you provide upfront, the faster we can give you a useful answer.

6. Privacy and Confidentiality of Your Messages

6.1 How we handle your communications

All messages you send us are treated confidentially and used only for the purpose of responding to your inquiry, fulfilling your order, and improving our service. We do not share the content of your messages with third parties, except where required to fulfill your order (for example, when our internal team needs to collaborate on a complex revision) or where required by law.

6.2 Data protection compliance

We comply with applicable Canadian privacy legislation, including the federal Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy laws, such as Quebec's Law 25. For more details about how we collect, use, and protect your personal data, please review our Privacy Policy.

6.3 Right to access, modify, or delete your data

You have the right to request access to the personal data we hold about you, to ask for corrections, or to request deletion of your data. To exercise any of these rights, please contact us by email with the subject line "Data request" and a brief description of your request. We respond to all data-related requests within thirty (30) days, in accordance with applicable law.

7. Suspicious Communications and Anti-Fraud Notice

7.1 How to verify a message is genuine

Unfortunately, fraudulent actors sometimes impersonate legitimate brands to scam customers. To help you protect yourself, here are the rules that always apply to genuine communications from Studio Replica:

  • Our official emails always come from a @studioreplica.com address (such as contact@studioreplica.com). We never send official messages from generic addresses (Gmail, Yahoo, Outlook, etc.).
  • We never ask for your full credit card number, your card's CVV/security code, your bank password, your account PIN, or any other sensitive financial credentials by email or WhatsApp. Payment is always processed exclusively through the secure checkout on our Website.
  • We never ask you to send money via untraceable methods (wire transfer, gift cards, cryptocurrency) to "release" or "unblock" your order.
  • We never create a sense of urgency that pressures you into making a hasty decision. If a message claims that you must act within minutes or hours to avoid losing your order, treat it with suspicion.
  • Our WhatsApp messages always come from the number listed in Section 3.2 of this page.

7.2 If you suspect a scam

If you receive a message that claims to come from Studio Replica but does not match the rules above, do not engage with it. Instead, please forward it to us at contact@studioreplica.com so we can investigate, warn other customers, and report the abuse where appropriate.

We take the protection of our customers extremely seriously and actively monitor for any impersonation attempt.

7.3 Phishing and spoofing

If a message attempts to direct you to a website that resembles ours but uses a different domain name (for example, studioreplica.shop, studio-replica.net, studioreplica-support.com, or any other variant that is not strictly studioreplica.com), it is not us. Always check the URL bar carefully before entering any information.

8. Complaints and Escalation

8.1 Our complaints process

We are committed to resolving every customer concern fairly and quickly. If you have a complaint, please follow the steps below:

  1. Contact us first. Send a detailed email to contact@studioreplica.com describing your concern. We will acknowledge your message within two business days and provide a substantive response within five business days.
  2. Request escalation. If you are not satisfied with our initial response, please reply to the same email thread and clearly state that you would like to escalate your concern. We will route your message to our senior team for a fresh review.
  3. Document everything. Keep copies of your emails, order confirmations, and any other relevant material. This makes the resolution process faster for both parties.

8.2 External complaint channels

If, after going through our internal complaints process, you are still not satisfied with the outcome, you have the following options under Canadian law:

  • File a complaint with the consumer protection office of your province or territory. Each Canadian province has its own consumer protection authority that handles complaints against businesses operating in its jurisdiction.
  • Initiate a credit card chargeback through your card issuer. Card networks generally allow chargebacks within 120 days from the transaction date.
  • Pursue resolution through your provincial small claims court system.
  • Contact the Office of Consumer Affairs (Canada) for general guidance.

We strongly encourage you to contact us directly before initiating any external complaint — in our experience, the vast majority of customer concerns can be resolved quickly and amicably through direct communication.

9. Accessibility

We are committed to making our services accessible to all customers, including those with disabilities. If you encounter any accessibility issue when trying to contact us, browsing our Website, or placing an order, please let us know at contact@studioreplica.com with the subject line "Accessibility". We will do our best to provide an alternative way for you to reach us and we welcome your feedback on how we can improve.

If you require communication in an alternative format (large text, plain text without HTML formatting, etc.), please mention it in your message and we will adapt our response accordingly.

10. Languages of Communication

Studio Replica is a Canadian business, and we are happy to communicate with you in English or French. Please write to us in the language of your choice, and we will respond in the same language. For customers in Quebec, in accordance with applicable provincial legislation, French-language communication is fully supported and prioritized whenever requested.

For any other language, please write to us in English or French, and we will do our best to assist you, occasionally with the help of translation tools when necessary.

11. Quick Reference Summary

For your convenience, here is a quick recap of the key contact details for Studio Replica:

Channel Contact Use case Response time
Email (primary) contact@studioreplica.com All inquiries, refunds, support Within 2 business days
WhatsApp 07 75 00 19 55 Quick questions, instant chat During business hours
Postal mail contact@studioreplica.com Formal legal correspondence only N/A
Hours (ET) Mon–Fri 9 a.m.–6 p.m., Sat 10 a.m.–4 p.m. — —

12. Important Notice About Product Delivery

Please read this section carefully before placing your order or visiting any of our contact channels with shipping-related questions.

Studio Replica delivers its products as high-resolution 3D modeling files sent by email to the address associated with your order. We do not ship physical figurines, packages, or any tangible item. Your purchase consists of a digital 3D model file that you can use as you wish, including, for example, printing it on your own 3D printer or having it printed by a third-party printing service.

This means specifically:

  • No physical shipment. There is no package, no tracking number, no delivery address required for the final product. Your shipping or billing address is only used for billing and tax-calculation purposes.
  • No warehouse, no storefront. The postal address listed in Section 3.4 of this page is provided strictly for formal correspondence (such as legal notices). It is not a warehouse, a shop, or a pickup location. Walk-in visits are not possible and no appointment can be scheduled at that address.
  • No shipping tracking inquiries. Since nothing is shipped physically, please do not contact us asking for a shipping tracking number, a courier name, or an estimated delivery date based on a physical address. Your "delivery" is the email containing your final 3D model file, sent to the email address you provided at checkout.
  • Digital delivery only. The final product is sent as a digital file (typically in standard 3D-modeling formats such as STL, OBJ, or equivalent, depending on your order). The exact file format will be confirmed at the preview stage.
  • You are responsible for printing. If you wish to obtain a physical figurine from the file we deliver, you are responsible for arranging the 3D printing service yourself. Studio Replica is not responsible for the quality, cost, or outcome of any third-party 3D printing service you choose to use.
  • File usage rules. As detailed in our Terms of Service, the file is delivered for personal, non-commercial use only. Re-selling, redistributing, sublicensing, or commercially exploiting the file is not permitted without our prior written consent.

By placing an order or contacting us, you confirm that you understand and accept that your purchase is a digital 3D model file delivered by email, and not a physical figurine. This understanding is essential to the agreement between you and Studio Replica.

Thank you for taking the time to read our contact page. We look forward to hearing from you and to creating something beautiful together.

— The Studio Replica Team