SHIPPING AND RETURNS POLICY
Need to contact us?
Email us at "info [at] Bonefire-Studios.com", and we'll be happy to assist however we can!
Ordering
Ordering is done through our website and/or our Etsy store. Simply add your chosen item to your shopping basket and continue through the checkout process. Please double-check and ensure all shipping addresses, emails, and phone numbers are entered correctly during checkout.
Lead Times
Bonefire Studios will stock its store with two different types of items: Premade items that are "Ready To Ship" and Preorder items that are "Made To Order."
"Ready to Ship" items are items that have already been printed, painted, and are ready to go to their new home. They are generally shipped out within 5 business days or less, though their final arrival time is dependent upon the shipping method selected at checkout. If an item is premade and "Ready to Ship", it will be noted as such on the product listing.
"Made to Order" items are exactly as their name implies - once an order is placed, the process to make your item begins from the very first step. Estimated lead times are posted on the product listing, but can typically range anywhere from 2 to 6 weeks dependant upon the studio's current workload.
Assembly
Items may arrive partially disassembled (such as a skull being unmounted from its desktop stand), but will require minimal steps to assemble. Assembly instructions will be provided in the shipment box.
Cancellations & Refunds
If you have requested a fully customized or personalized item, then cancellations are only possible if requested within 48 hours of the order being placed. After this window, cancellations are not available, and a refund cannot be offered.
If your item has already shipped, we cannot cancel the shipment and provide a refund. However, once the item arrives, you may initiate a return. Please see the "Returns & Damages" section for more details.
CHARGEBACKS
Chargebacks cost businesses additional fees each time one is initiated! Do not initiate a chargeback; instead, reach out to us via Etsy's "Help with Order" feature on your Purchases page to explain the situation, where we can instead discuss refunding you fully. Any chargebacks initiated without an attempt to contact us first will result in you being barred from placing future orders, and any outstanding orders will be cancelled and refunded.
Returns & Damages
We want you to be thrilled with your purchase! If, for any reason, you are not completely satisfied, contact us at "info [at] Bonefire-Studios.com" with your order number and within 30 days of receiving your order, and we will be happy to assist you with a return. Please be advised that the cost of return shipping is at the expense of the customer. We suggest that you keep the original packaging to reuse as well!
Your refund will be processed back to your original payment method within 2-10 business days of Bonefire Studios receiving the item that is being returned. If a damaged item is shipped back to Bonefire Studios damaged and a Damage report was not submitted within the first 24 hours of delivery, you may only be eligible for a partial refund, dependent upon the extent of the damage.
Most importantly: Do not ship the item back until instructed to do so. Items shipped back to us unprompted, without a return being initiated first, are not eligible to be refunded.
We take great care and the utmost precautions when packaging your items, as we want them to arrive safely and securely at your door, ready to be put on display! However, in the off-chance your order arrives damaged, contact us within 24 hours of delivery with a photo of the damaged product as well as a photo of the shipping container/box.
Exchanges
If you wish to exchange items, please initiate a return on your item, receive your refund, and then purchase the alternate item intended.
Customs Fees
Currently, we only accept orders from within the United States of America and Puerto Rico. However, we have plans to expand to international shipping in the future.
When we do: International orders (shipping to anywhere outside of the United States of America and Puerto Rico) will most likely incur additional customs fees. These rates are not decided by Bonefire Studios nor is it under our control; it is solely at the discretion of your local customs agency. Policies vary greatly between each country, so we suggest doing additional research to determine if receiving a shipment from the USA will incur a customs fee in your country.
All customs fees, expected or unexpected, are the responsibility of the buyer/purchaser.