Return & Refund Policy

Unless an item arrives damaged, defective, or materially different from what was ordered, personalized and custom-made products are final sale and are not eligible for return, exchange, or refund.

This includes products containing names, dates, personal messages, customer-selected wording, customer-provided artwork or logos, custom sizing or layouts, special designs produced specifically for the customer, or other customer-requested personalization.

Customers are responsible for reviewing personalization information carefully before submitting an order. Firewood Crafts is not responsible for errors in names, spelling, dates, numbers, or other personalization information when the product was produced using the information supplied or approved by the customer.

Unused, non-personalized products may be considered for return within 14 days of delivery. To qualify, the product must be unused, unworn when applicable, in substantially the same condition in which it was received, and returned with any included parts or accessories.

Customers should contact Firewood Crafts before returning an item. Unless the return results from an error by Firewood Crafts or a defective product, the customer is responsible for return shipping costs. Original shipping charges are generally non-refundable.

If your order arrives damaged, defective, or materially different from what you ordered, contact us within 7 days of delivery. Please include your name, order number if available, a description of the problem, and clear photographs showing the issue and packaging when relevant.

Depending on the circumstances, Firewood Crafts may offer a repair, replacement, remake, partial refund, or full refund. We may request additional information before determining the appropriate resolution.

Many Firewood Crafts products are handmade and may use natural materials such as wood or leatherette. Natural variations in wood grain, knots, color, texture, engraving appearance, and minor placement differences are normal characteristics of handcrafted products and are generally not considered defects. Computer and phone screens may also display colors differently from the finished product.

Contact us as soon as possible if you need to cancel an order. A non-custom order may generally be cancelled if processing has not begun. Custom or personalized orders may not be cancelled once design work, material preparation, engraving, cutting, printing, assembly, or production has begun.

Unless otherwise agreed to in writing, custom orders must be paid in full before production begins.

Approved refunds are normally issued to the original payment method. The amount of time required for the refund to appear in your account may depend on your bank or payment provider.

To request help with a return, refund, damaged order, or incorrect product, contact jmccrillis@firewoodcrafts.com. Please do not return products without first contacting us.