SHIPPING AND RETURNS POLICY
Need to contact us?
Email us at info [at] Bonefire-Studios.com and we'll be happy to help! If you experience any issue with your order, please reach out before contacting your payment provider. Most problems can be resolved quickly through a replacement, exchange, or refund without the need to involve your payment provider.
Ordering
Orders are placed through our website and/or Etsy store. Simply add your chosen item to your shopping cart and continue through the checkout process. Available shipping methods and estimated delivery times are displayed during checkout. Please double-check and ensure all shipping addresses, emails, and phone numbers are entered correctly during checkout.
Lead Times
Bonefire Studios offers two types of products: Ready to Ship items and Made to Order items.
Ready to Ship items have already been printed, painted, and are ready to go to their new home. Orders containing only Ready to Ship items typically ship within 1–5 business days after purchase, though their final arrival time is dependent upon the shipping method selected at checkout. If an item is Ready to Ship, it will be noted as such on the product listing.
Made to Order items are exactly as their name implies - once your order is placed, production begins specifically for your item. Estimated lead times are posted on the product listing, but can typically range anywhere from 2 to 6 weeks. Lead times vary depending on current order volume, printing time, curing, hand-finishing, painting, and final quality inspection.
Orders containing both Ready to Ship and Made to Order items may be shipped together once all items are complete, unless otherwise stated.
Assembly
Items may arrive partially disassembled (such as a skull being unmounted from its desktop stand), but will require only minimal assembly. 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 and Damages sections for more details.
Returns
We want you to be thrilled with your purchase! If, for any reason, you are not completely satisfied, please contact us within 30 days of receiving your order at info [at] Bonefire-Studios.com and include your order number. We'll be happy to assist you with a return.
Be advised of the following:
-
Customized or personalized items cannot be returned unless they arrive damaged or defective.
-
The cost of return shipping is at the customer's expense.
-
Returned items must be received in their original condition, including all original parts, accessories, and packaging materials when available. We recommend retaining the original packaging until you are certain you wish to keep your purchase.
Once your return has been received, inspected, and approved, refunds are issued within 2–10 business days. Refunds are only issued to your original payment method, and depending on your payment provider, additional processing time may apply before the funds appear in your account.
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.
Damages
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, if your order arrives damaged, contact us within 48 hours of delivery. Please include:
-
Order number
-
Photos of the damaged item
-
Photos of the shipping box
-
Photos of the shipping label
-
Photos of the packing materials
Damage that occurs after delivery or damage reported outside the reporting window may affect refund or replacement eligibility. If a returned item is received in a damaged condition and no damage report was submitted within 48 hours of delivery, the item may only be eligible for a partial refund depending on the extent of the damage.
For international orders, customers are encouraged to inspect packages promptly upon arrival, as damage reports must still be submitted within the stated reporting window.
Lost Packages
If your package appears to be delayed or lost in transit, please contact us as soon as possible with your order number. We will gladly assist in working with the shipping carrier to locate your shipment and determine the best course of action.
If tracking indicates that your package has been delivered but you cannot locate it, we recommend first checking around your property, with household members, neighbors, or your local post office or shipping carrier. If the package still cannot be located, please contact us and we will do our best to assist. While Bonefire Studios cannot guarantee reimbursement for packages marked as delivered by the shipping carrier, we will gladly assist you in filing a carrier claim and help however we can.
For higher-value orders, shipping insurance may be recommended or included where available. Coverage details and eligibility are determined by the selected shipping provider.
Incorrect Shipping Addresses
Please ensure that your shipping address is entered correctly during checkout. Bonefire Studios is not responsible for orders shipped to an incorrect or incomplete address provided by the customer.
If you notice an error in your shipping information, contact us immediately. If your order has not yet shipped, we will gladly update the address whenever possible.
If an order is returned to us due to an incorrect address or because it could not be delivered, additional shipping charges may apply before the order can be resent.
Exchanges
If you wish to exchange items, please initiate a return on your item, receive your refund, and then purchase the intended alternate item. Exchanges are subject to product availability.
Customs Fees
International orders (shipping to anywhere outside of the United States of America and Puerto Rico) may incur additional customs fees, duties, taxes, or import charges. These charges are not determined by Bonefire Studios and are outside of our control; they are assessed by your local customs agency. Policies vary greatly between each country, so we recommend researching your country's import requirements before placing an order that will be shipped from the United States.
All customs fees, expected or unexpected, are the responsibility of the buyer/purchaser. If you would prefer your order to be shipped as "Delivered Duty Paid" (DDP), please contact us before placing your order so we can provide a customized shipping quote that includes applicable duties and fees.