Frequently Asked Questions

Have questions? We’ve gathered answers to some of the most common inquiries below to help make your experience as smooth as possible. If you don’t find what you’re looking for, feel free to contact us!
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1. Product Info

GETTING STARTED

What is the Pipe Cleaner DIY Kit?

The Pipe Cleaner DIY Pet Craft Kit is a beginner-friendly creative craft set that lets you easily make adorable cat or dog figurines from pipe cleaners, even with zero crafting experience. Just follow our detailed video tutorials and enjoy the fun of handmade creation!

What’s included in each kit?
  • Every kit comes with all the tools and materials you need:
  • Scissors, awl, mini wire brush, nano cotton swab, eyeshadow brush
    3*4mm nose pieces (choose from black/brown/pink), 4.5mm eyes (gold/blue/green options), 4mm black eyes
  • Random color keychain
  • Pipe cleaner materials suited for your chosen pet
  • Step-by-step HD video tutorial

What makes this kit special?

Unlike one-size-fits-all pipe cleaners, Twistopia’s Furry Fiber Collection gives you three distinct textures—each engineered to mimic real pet fur:

 

Luxe Fluff (Long Pile): Extra-soft, extra-long fibers that recreate flowing coats and shaggy tails for breeds like Golden Retrievers or Maine Coons.

Curl Pop (Medium Spiral): Springy, crimpy stems designed to capture tight curls and waves—perfect for Poodles, Bichons, and other curly-fur cuties.

Fuzz Buds (Short Pile): Dense, stubby fibers that mirror the sleek, close-cropped look of Beagles, French Bulldogs, and short-haired kitties.

 

Each fiber feels noticeably softer and more realistic than generic pipe cleaners—and by choosing the right one (or mixing two for multi-texture coats), you’ll get a lifelike keepsake that truly matches your pet’s unique fur. Plus, our step-by-step video shows you exactly how to work with each texture—no guesswork required.

Do I need to prepare anything myself?

You only need to provide your own coloring materials (such as old eyeshadow palettes or colored acrylic pens). If you’d like to secure accessories more firmly, you may want to have glue or a hot glue gun on hand. All basic tools and main materials are included in the kit.

Are your materials eco-friendly?

We use soft, velvet-textured pipe cleaners (with thin internal wire) and a variety of safe accessories. We encourage sustainability. Our kits do not include extra coloring powder; we recommend using your own makeup or art supplies to minimize unnecessary waste. Due to small parts, we recommend adult supervision for children under 12.

What age is this kit suitable for?

Recommended for ages 12 and up. Children should use the kit under adult supervision. Pipe cleaners are covered in plush yarn but contain wire inside. Please handle with care and keep out of reach of young children (under 6 years old). Small accessories can pose a choking hazard.

Can I buy extra pipe cleaners or accessories?

At the moment, we do not sell extra materials or accessories separately. If this changes, we’ll let our customers know as soon as possible.

2. Kit Help

KIT HELP

Can I make this if I have no crafting experience?

Absolutely! Our kits are designed for beginners. With our detailed video tutorials, you’ll be able to complete your project even if you’ve never crafted before.

Is there anything I should be careful about while making it?
  • Be mindful of your hands while shaping, as the wire inside the pipe cleaners can be sharp
  • Children should craft under adult supervision
  • Twist and shape slowly to avoid breakage or deformation
  • Use glue if you want accessories (like eyes or nose) to be extra secure

Can I customize it to look like my own pet?

Yes! You can choose accessory colors and use your own coloring materials to match your real pet’s appearance, creating a truly unique piece.

How should I store and care for my finished piece?

Keep your craft in a dry place and avoid heavy pressure.

3. Shipping Questions

SHIPPING QUESTIONS

What's your shipping policy?

We offer free standard shipping to worldwide on order over $40. Customers are responsible for paying all applicable taxes and duties. You can read the full shipping policy here. 

When will my order ship?

Note that orders ship within 1-2 business days after being placed (for example, if you place your order between Friday and Sunday, your order would ship on Monday).  

 

After your order has shipped, you'll receive an email confirmation with the tracking number. Please note that your tracking number may take 1-2 business days to become active, and USPS orders may experience delays.

Is my payment information secure?

Yes, we take the security of our customers' payment information seriously. All transactions are processed securely and we use industry-standard encryption technology to protect your information.

4. Orders and Returns

ORDERS AND RETURNS

How can I track my order?

Once your order has shipped, you’ll receive an email that containing your tracking number. If you don’t see this email in your inbox, please double-check your spam or junk folders. Still can’t find it? Just send us your order number by email or text and we’ll help you out.

What is your return policy?

You have 14 days from the date you receive your kit to request a return. Please note that shipping fees are non-refundable, and you’ll need to cover the cost of return shipping. To initiate a return, email info@thetwistopia.com with your order number and the reason for return.

Once we’ve received and checked your returned item, we’ll notify you if your refund has been approved. If so, your refund will be issued automatically to your original payment method. Please allow some time for your bank or credit card company to process the refund. For more details, see our full return policy.

Can I change the billing address after placing my order?

Unfortunately, we’re unable to update the billing address once an order has been placed. As long as your payment has gone through and you’ve received a confirmation email, your order is all set and will be shipped without any issues.

Can I cancel or modify my order?

You can cancel or change your order as long as it’s still being processed, hasn’t been packed, and no shipping label has been created yet. Please note, once your order is placed, changes or cancellations aren’t guaranteed. Contact us at info@thetwistopia.com as soon as possible, and we’ll do our best to assist you!

What should I do if my order was returned due to an address problem?

If your package was sent back because of an incorrect address, please provide us with the correct address so we can arrange to resend your order.

What if my order shows as delivered but I haven’t received it?

If your tracking information says your package was delivered but you haven’t received it:

 

  • Wait a few days, as it may still be on its way
  • Ask family, neighbors, or building management in case it was delivered nearby by mistake
  • Double-check your shipping address with us
  • Contact your local post office; they might be holding it for pickup
  • If you’ve tried these steps and still haven’t received your order, let us know and we’ll help resolve the issue.

How do I get my order confirmation if I entered the wrong email?

If you think you provided the wrong email address at checkout, please contact us with your shipping address and phone number. We’ll update your email on file and resend your order confirmation.

What should I do if my order is damaged or missing items?

If your order arrives damaged, is missing items, or you received the wrong product, please get in touch with us right away so we can make things right.

Need Help

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