Free Returns + Shipping Protection

Free Returns + Shipping Protection is the small line you'll see in your cart ($3.99). It's on by default and you can untick it — but here's what it does.

Free return shipping

Changed your mind on an unpersonalized piece? Start a return or exchange within 5 days of delivery and we'll email you a prepaid label — no return postage to pay. Our normal return terms still apply: unused, in new condition, original packaging, and a 15% restocking fee on refunds (none on exchanges), because every piece is made to order.

Lost, stolen or damaged in transit

If the carrier loses your package, it's marked delivered but never shows up, or it arrives damaged, tell us and we replace the piece or refund it. No forms from the carrier, no waiting on claims.

What it doesn't cover

Personalized and final-sale pieces can't be returned or exchanged (once your mark is burned into a hide, that hide is yours) — they are still fully covered against loss and damage. If you declined the protection at checkout, we'll still help: return labels are invoiced at $9.95, and lost or damaged packages are handled case by case.

How to use it

Go to Start a Return or Claim, enter your order number, and tell us what happened. Returns, exchanges, lost packages, damage and wrong items all start there; repairs start at Start a Repair.