Shipping & Returns

Everything we make is made to order, so timelines run from proof approval — not from the moment you check out. Here’s exactly what to expect.

Production timelines

Prototypes and one-offs are produced in 2–5 business days after you approve your digital proof. Short production runs take 5–15 business days depending on quantity and material. We quote a specific timeline with every order, and if anything changes we tell you before it becomes your problem.

Shipping

Orders ship nationwide via USPS or UPS with tracking. You’ll get the tracking number by email the day your order ships. Shop orders ship at a flat $6.99 — and shipping is free on orders over $75. For custom project work, shipping is included in your quote.

Local pickup in Raleigh

Skip shipping entirely — local pickup in Raleigh is available by appointment. When your order is ready, we’ll email you to schedule a time. We serve Raleigh, Durham, Cary, Chapel Hill, Apex, Wake Forest, and Morrisville.

Returns on custom items

Because custom items are made specifically for you, we can’t accept returns based on personalization choices — the name, dimensions, colors, and layout you approved on your proof. That’s exactly why every order includes a digital proof and one revision before anything gets made.

Defects and shipping damage

If your order arrives defective or damaged in transit, we make it right — replacement or refund, your choice. Email Contact@CraftOnyx.com within 7 days of delivery with your order number and photos of the issue (including the packaging if it arrived damaged), and we’ll take it from there.

Non-personalized stock items

Ready-made stock items without personalization can be returned within 30 days of delivery, unused and in original condition, for a refund. Email us first so we can send return instructions.

Questions

Not sure whether your situation is covered? Just ask. Email Contact@CraftOnyx.com or call (919) 703-7899 — a real person replies within one business day.