Key Product Questions

Can you create animals other than cats and dogs? Is music included?

At the moment, we are only able to create pet videos for cats and dogs.

Currently, our videos do not include background music. We are actively exploring new products that support additional animal types and music features. Please stay tuned for future updates.

Can the video loop or play automatically?

Our product is delivered as a standard video file.

By default, videos will play once and stop when viewed on most mobile devices. Some phones, tablets, or video player apps may offer loop or auto-repeat settings, which can be enabled manually by the user.

Playback behavior depends on the device and software used. We recommend checking your device’s video player settings or using a third-party video player app that supports continuous looping.

What devices can I use to display the video besides a phone?

The video can be played on any device with a screen that supports video playback, such as small tablets, digital displays, or other compatible screens.

The visual effect relies on reflective optical principles, so different screens and display sizes may produce slightly different results. We encourage experimenting with suitable small-screen devices.

Can I provide my own video for customization?

This feature is currently under development and testing.

We are working toward allowing customers to submit their own videos for customized creation in the future. Please stay tuned for updates.

Is there a sequence to the animations if I purchase multiple scenes?

If you purchase a single combined video, the animation will follow a predefined sequence throughout the full duration.

The order and pacing of movements depend on the total video length of the product you select. If you have specific requests regarding the sequence of actions, you may contact our customer service team after placing your order, and we will do our best to assist.

What are the photo upload requirements?

For best results, we recommend uploading a front-facing, full-body photo whenever possible.

Photos that clearly show posture, proportions, and distinguishing features help our designers create movements that closely match the subject’s appearance. Seated poses or partial body images may limit the range of motions that can be applied.

Can I see an AI preview before placing an order?

We are currently unable to offer an online preview before purchase.

Our development team is working hard to resolve this issue, so please stay tuned.

 

Photo Guidelines

Our creations are made from the photos you upload. To ensure the best possible result for your personalized person or pet video, please review the guidelines below carefully.

• Good lighting is essential. The face should be clearly visible without being overexposed. Dark or shadow-heavy photos make it difficult to capture details accurately.
• Front-facing photos work best. Please ensure the full face is visible, including the forehead and ears. Side-angle photos may result in incomplete facial features in the final video.
• High clarity matters. Avoid blurry or low-resolution images. Since the image is refined and resized during production, subtle details may not appear clearly if the original photo lacks quality.
• Accepted formats: JPG or PNG only. PDF files are not supported and must be converted before uploading.

If you experience upload issues or are unsure whether your photo is suitable, please contact our support team before placing your order.

Customization, Orders & Payment

Can I change or cancel my order?

You may request changes or cancellations before your order enters production. Once production begins, the customization process has started and the order can no longer be resold.

For made-to-order personalized products, changes or cancellations after production begins may incur a 30% customization fee per item.

Shipping address changes can be made before your order is shipped. Please contact us as soon as possible if an update is required.

What payment methods do you accept?

We accept all major credit and debit cards through secure payment providers.

Prices are displayed in USD. Your card will be charged in your local currency according to your card issuer’s exchange rate.

Shipping & Delivery

How long does production and delivery take?

Production typically takes 5–7 business days. Delivery times vary depending on destination and shipping method selected at checkout.

During peak seasons or holidays, production and delivery times may be extended.

Do you ship internationally?

Yes, we ship internationally. Shipping costs and delivery times vary by destination. Customs duties or import taxes may apply depending on your country.

Contact & Support

If you have any questions or need assistance, please contact us using the details below. For existing orders, include your order number and as much information as possible to help us assist you efficiently.

Email: cs@luminaboxes.com

Company：SOUFEEL JEWELRY LIMITED

Address:
RM D 10/F TOWER A BILLION CTR 1 WANG KWONG RD KOWLOON BAY KL A,Billion Centre, 1 Wang Kwong Road，HongKong

Due to high enquiry volume, we recommend contacting us via email or live chat. You will receive an automatic confirmation within 1–2 minutes after submitting your request.

Please allow up to 24 hours for our support team to respond, and avoid submitting multiple requests for the same issue.