Knowledge Center
Find help with shopping, custom requests, orders, returns and rewards. For a question about your own order, email underwoodartisans@gmail.com or use our Contact page.
Store policies contain the full terms. The answers below help you find the relevant information and next step.
Browse the answers below, or use the topic links to jump to a section.
Shopping and custom orders
How do I request a custom order?
Use our Custom Orders page or email underwoodartisans@gmail.com. Include your idea, preferred color or theme, quantity, date needed and whether you are local to Rialto or San Bernardino. We will check whether we can make it and provide an estimated price and turnaround time. Sending an inquiry does not confirm an order.
Do you sell digital STL files?
We sell finished physical products. Digital STL files are not included or available for sale.
Can I choose a different color, or ask about size, material or care?
Check the product page for the listed options and details. For a color request or a detail that is not listed, contact us before ordering so we can check that specific item. For a custom request, include the color or theme you want.
Orders and delivery
How long does order processing take?
Please allow 1–5 business days to process standard orders. We will email you when your order is dispatched. Carrier transit time is separate from processing time. For a custom order, we will confirm an estimated turnaround time for your request.
Where can I see shipping costs and delivery options?
Enter your delivery address at checkout to see the shipping or local delivery options available for that order and their charges. Carrier transit time is separate from the time needed to prepare an order. Read our shipping policy for the current processing information.
How do I check my order or tracking?
Use the order-status link in your order confirmation email. When your order is dispatched, check the shipping email for the available tracking information. If you cannot find the email or need help, contact us with your order number and the email address used at checkout.
Do you offer local delivery?
Local delivery is set up for addresses within 30 miles of our shop. Enter your address at checkout to see whether local delivery is available for your order. If you have a timing question, contact us before ordering.
Can I change my order or delivery address?
Email underwoodartisans@gmail.com as soon as possible with your order number and the change you need. We will check the order's status and whether the change is still possible.
Returns and order issues
How do I request a return?
Our refund policy allows 30 days after receiving an item to request a return, subject to its eligibility requirements and exceptions. Contact underwoodartisans@gmail.com before sending anything back. Include your order number and the item you want to return. We will review the request and provide instructions if it is eligible.
Are custom products, sale items and gift cards returnable?
The refund policy lists custom products, including special orders or personalized items, as non-returnable. It also excludes sale items and gift cards. Please read the full policy and contact us with questions about your particular item or any damage or issue.
What if my item arrives damaged, defective or incorrect?
Inspect your order when it arrives and contact us immediately if it is damaged, defective or the wrong item. Include your order number, a description of the issue and clear photos so we can review what happened and help.
When will an approved refund arrive?
We will notify you after receiving and inspecting a return. The refund policy states that approved refunds go to the original payment method within 10 business days; your bank or card provider may take additional time to post it. If more than 15 business days have passed since approval, email underwoodartisans@gmail.com.
Accounts, rewards and discounts
Where can I see or use my Gems?
Open the store's rewards panel to see the current earning and redemption offers. Sign in to your customer account to redeem available points. Review the reward's conditions before redeeming, and check the discount shown at checkout before placing your order.
Why might a discount code not apply?
Check the code's conditions, eligible items and any minimum purchase requirement. Some discounts cannot be combined with other offers. Enter the code at checkout and review the final total before paying. If it still does not apply, contact us with the code and the items you are trying to buy.
Where can I read the privacy policy or manage privacy choices?
Read the privacy policy for information about how the store handles personal information. The Your Privacy Choices page provides the store's available data-sharing choices.
Explore Underwood Artisans
Where can I find Plunderwood's recipes?
Visit Plunderwood's Galley for the store's recipe collection.
Who designs the 3D-printed products?
Some items use designs licensed from professional model creators and libraries. Underwood Artisans makes and sells the finished physical prints. Design credit is listed on applicable product pages. Read Licensed Design Partners for more information.
How do I contact Underwood Artisans?
Email underwoodartisans@gmail.com or use the Contact page. For an existing order, include your order number. For a custom request, include your idea, preferred color or theme, quantity and date needed. We will reply as soon as we can.
To start a custom request, message us through our Contact page and include as much detail as possible.