Shipping
How long until my order ships?
Standard stock items usually ship within 1-3 business days. Custom engraved pieces are usually engraved within about 48 hours of your order — at peak periods, please allow up to 5 business days for production. Orders don't go out on weekends or major holidays, and if we're running behind due to high order volume, we'll email you to let you know.
How much does shipping cost, and how long does delivery take?
US orders over $100 ship free. Under $100, Standard shipping is $6 (3-5 business days) and Express is $22 (1-2 business days). Larger pieces like knife sets, decanter sets, and the chess, poker and coffee sets are $12 Standard (3-7 business days) or $24 Express. International rates are calculated at checkout. Keep in mind transit time starts after your item is finished, not when you place your order.
Can I pick up my order instead of having it shipped?
Yes! If you're in the Mesa or Maricopa County area, choose local pickup at checkout. Once your order is engraved and packaged, we'll email you pickup instructions and hours. Just bring your order confirmation with you.
How do I track my order?
You'll get a shipping confirmation email with tracking as soon as your package leaves our workshop — tracking usually becomes active within 24 hours.
What if my order arrives damaged?
We're sorry if that happens! Please hold onto all packaging and the damaged item and file a claim directly with the carrier, since they'll need photos as proof. Reach out to us too — we're happy to help however we can.
Returns & Exchanges
Can I return or exchange a custom engraved item?
Because every engraved piece is personalized specifically for you, custom orders are final sale — we're not able to accept returns or offer refunds for a change of mind or for errors in the text or artwork you submitted with your order (like a misspelling). Placing your order is your approval, so please double-check spelling, dates and files before you check out.
What if you made a mistake on my order?
If your piece doesn't match the text or artwork on your order (or the mockup you approved for a commissioned design), or there's an alignment issue from our workshop, that's on us — let us know within 7 days of delivery with a few photos, and we'll replace it at no charge.
Do non-custom items have a different return policy?
Our full return and refund terms, including details for non-personalized items, are on our Refund Policy page.
Custom Orders
How does the custom engraving process work?
What you type or upload when you order is what we engrave or print, and placing your order is your approval — there's no separate proof step, which is how most orders are ready in about 48 hours. Please check spelling, dates and files before you check out. If you buy a design service (file cleanup, design from your reference, or an original design), we send you a mockup and don't start until you approve it.
What can I personalize?
Most of our engraved pieces can include names, initials, dates, short messages, or a monogram, and select items support custom graphics or a family crest. Check the individual product page for exactly what customization options are available.
Will my engraved item look exactly like the product photos?
Very close, but not pixel-perfect — we work with natural materials like wood, slate, leather, and metal, so small variations in texture, color, and depth are part of the handmade, artisan process rather than a defect.
Can I supply my own logo or artwork?
Yes, as long as you own the rights to it or have permission to use it. Vector files (SVG, AI, EPS or PDF) are engraved as uploaded at no extra charge. Photos and other non-vector images (like JPG or PNG files from a phone) need our File cleanup ($19) before they can be engraved or printed — this applies to every item. We reserve the right to decline any design that's profane, hateful, or infringes on someone else's intellectual property.
Still have a question?
We're happy to help — reach out through our Contact page and we'll get back to you as soon as we can.
