Shipping & Returns
We want receiving your Story House order to feel just as thoughtful as choosing it. Below you’ll find answers to the most common questions about processing, shipping, personalized orders, returns, and order issues.
Shipping
Processing times vary by item, especially for pieces that are personalized or engraved. The estimated processing time for your order will be shown on the individual product page.
Please keep in mind that processing time and shipping time are separate. Once your order has been completed and shipped, you’ll receive tracking information by email.
How long will my order take to ship?
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Yes, expedited shipping may be available at checkout for select orders.
Choosing expedited shipping speeds up the shipping portion of your order, but it does not automatically shorten the time needed to create or personalize your piece.
If you need an order by a specific date, please contact us before ordering. We’re always happy to let you know what’s possible.
Do you offer expedited shipping?
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Sometimes! Rush availability depends on the item, personalization, and current production schedule.
If your order is time-sensitive, contact us with the item you’re interested in and the date you need it. We’ll let you know whether we can accommodate it and whether additional rush or expedited shipping charges apply.
Can I place a rush order?
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What if my tracking says delivered, but I can’t find my package?
Do you ship internationally?
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How will I know when my order ships?
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As soon as your order is on its way, you’ll receive a shipping confirmation email with tracking information.
Tracking may take a little time to update after the carrier receives the package.
Can I change my shipping address?
What happens if my package is delayed?
If your order has not yet shipped, contact us as soon as possible and we’ll do our best to update the address.
Once an order has shipped, we may not be able to redirect it. Customers are responsible for making sure the shipping address entered at checkout is complete and accurate.
Once a package is in the carrier’s hands, transit times can occasionally be affected by weather, holidays, or other carrier delays outside our control.
We’re always happy to help you review the tracking information and determine the best next step if something doesn’t look right.
First, check around your delivery area, with other members of your household, neighbors, building staff, or anywhere the carrier may have safely placed the package.
Carriers sometimes mark packages delivered shortly before they physically arrive, so we also recommend allowing a little additional time.
If the package still cannot be located, contact the carrier using your tracking number and let us know as well.
International shipping availability will be shown at checkout.
International customers are responsible for any customs duties, taxes, import fees, or other charges assessed by their country. Customs processing can also occasionally extend delivery times.
Personalized Orders
Once personalization or engraving has begun, changes may no longer be possible.
Please review all names, initials, dates, spelling, capitalization, and other personalization carefully before submitting your order.
Can I change my personalization after placing an order?
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A proof is not automatically provided unless it is stated on the product page or arranged with us in advance.
Personalization will be created using the wording and selections submitted with your order, so please double-check everything carefully before checkout.
Will I receive a proof before my item is engraved?
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Because personalized pieces are created specifically for you, we cannot replace or refund an item due to spelling, dates, initials, wording, font choices, or other information submitted incorrectly with the order.
If you notice an error before production begins, contact us immediately and we’ll do our best to help.
What if I entered the personalization incorrectly?
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Returns & Exchanges
Because personalized and custom pieces are made specifically for each order, personalized and engraved items are final sale and are not eligible for return, exchange, or refund due to preference, change of mind, or personalization selections submitted with the order.
Of course, if we made an error or your item arrives damaged or defective, that’s different — please contact us and we’ll make it right.
What if my item arrives damaged or defective?
Please contact us as soon as possible and include clear photos of:
the item
the area of concern
the packaging, if the item was damaged during shipping
We’ll review everything and determine the appropriate resolution, which may include repair, replacement, or refund depending on the circumstances.
Please do not return an item without contacting us first.
Can I return a personalized item?
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If we made a mistake, please contact us. We’ll compare the item with the personalization details submitted with your order and take care of the issue for you.
What if I received the wrong item or the personalization is different from my order?
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Many Story House pieces are finished, engraved, polished, or assembled individually. Small variations in finish, engraving appearance, placement, texture, or surface character may occur and are part of the nature of the materials and production process.
These minor variations are not considered defects.
Are slight variations considered defects?
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Returns & Exchanges
We know that many Story House pieces are chosen for meaningful moments, and sometimes timing or personalization needs a little extra attention.
If you have a question about an order, personalization, delivery date, or a piece you’re considering, contact us before ordering whenever you can. We’re happy to help you figure out the details.