Refund & Return Policy

Effective Date: June 25, 2026

At Stone River Customs, every order is crafted with care. Because many of our products are personalized or made to order, our return policy differs from that of large retail stores.

Returns

Custom and Personalized Products

Due to the personalized nature of our products, custom-made or personalized items cannot be returned or exchanged unless:

  • The item arrives damaged during shipping.

  • We made an error in manufacturing or personalization.

  • You received the wrong product.

If your order qualifies, please contact us within 5 days of delivery.

Non-Custom Products

Non-personalized items may be returned within 30 days of delivery if they meet the following conditions:

  • Unused

  • Unworn

  • In original condition

  • Returned in the original packaging whenever possible

Customers are responsible for return shipping costs unless the return is due to our error or a damaged item.

Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of receiving your package.

Please include:

  • Your order number

  • A brief description of the issue

  • Clear photos of the item

  • Photos of the shipping box and packaging if damage occurred during shipping

Once reviewed, we will determine whether a replacement, repair, store credit, or refund is appropriate.

Order Cancellations

Orders may be canceled before production begins.

Once production has started on a custom order, cancellations cannot be accepted because materials and labor have already been invested in creating your item.

Refunds

If a refund is approved, it will be issued to the original payment method used during checkout.

Please allow 5–10 business days for your financial institution to process the refund after it has been issued.

Shipping charges are non-refundable unless the return is due to our mistake or an item damaged during shipping.

Natural Material Variations

Our products are handcrafted using natural materials including wood, slate, leather, bamboo, maple, walnut, and acacia.

Each piece is unique. Variations in:

  • Wood grain

  • Color

  • Knots

  • Engraving darkness

  • Texture

  • Natural markings

are normal and are not considered defects.

Return Shipping Address

Stone River Customs

P.O. Box 231

Pleasant View, TN 37146

United States

Contact Us

If you have questions regarding your order or this policy, please contact us:

Stone River Customs

Email: info@stonerivercustoms.com

Phone: (615) 766-0821

Website: https://stonerivercustoms.com

We appreciate your business and strive to provide quality craftsmanship and excellent customer service with every order.