Shipping & Returns

Effective Date: August 6, 2026

At Keystone Heritage Works, every order is prepared with the same care and attention that goes into creating the product itself. Whether you’re purchasing one of our standard products or commissioning a custom piece, we want your experience—from placing your order to opening the box—to be enjoyable, transparent, and worry-free.

If you ever have questions, we’re always happy to help.

Shipping

Carefully Packaged

Every order is individually inspected before it leaves our workshop.

Products are thoughtfully packaged using protective materials selected to help ensure they arrive safely and in excellent condition.

Many shipments include:

  • Protective tissue wrapping
  • Cushioning material
  • Sturdy shipping cartons
  • Tracking information
  • Shipping insurance (where applicable)

We believe the unboxing experience should reflect the same care and craftsmanship as the product itself.

Sustainability

Whenever practical, we choose packaging materials that provide excellent protection while minimizing unnecessary waste.

Our goal is to balance environmentally responsible packaging with the need to ensure every handcrafted piece arrives safely.

Shipping Carrier

Most domestic orders are shipped using:

USPS Ground Advantage

unless another shipping method has been selected or is required for a particular order.

Tracking information will be emailed to you as soon as your order ships.

Shipping Destinations

We currently ship throughout the United States.

International shipping is available for many products. If your country is not listed during checkout, please contact us and we’ll be happy to provide a shipping quotation.

Production Time

Many Keystone Heritage Works products are manufactured in small batches or made to order.

Standard products are typically produced and shipped as promptly as possible.

Custom projects vary significantly in size and complexity. Production schedules are provided individually as part of your quotation and may include design review and customer approval stages before manufacturing begins.

Throughout the process, we’ll keep you informed of your project’s progress.

Delivery

Once your order has been shipped, delivery times are determined by the shipping carrier.

While we monitor shipments whenever possible, occasional delays caused by weather, holidays, customs processing, or carrier operations are unfortunately beyond our control.

Shipping Damage

Although every effort is made to package orders securely, shipping damage can occasionally occur.

If your order arrives damaged, please contact us within five (5) days of delivery.

To help us resolve the issue as quickly as possible, please include:

  • Photographs of the damaged item
  • Photographs of the shipping box
  • Photographs of the shipping label
  • A brief description of the damage

We’ll work with you to determine the most appropriate solution, whether that involves replacement, repair, or another fair resolution.

Returns

We want you to be delighted with your purchase.

If something isn’t quite right, please contact us before returning an item. In many cases we’re able to resolve questions or concerns quickly and easily.

Standard Products

Unused standard catalog items may be returned within 30 days of delivery, provided they are:

  • In new, unused condition
  • Returned in their original packaging whenever practical

Unless the return is due to shipping damage or an error on our part, return shipping costs are the responsibility of the customer.

Refunds for the original purchase (not including shipping) are issued after the returned item has been received and inspected.

Handcrafted Products

Keystone Heritage Works products are individually manufactured rather than mass-produced.

Because of this, slight variations in finish, color tone, layer appearance, or other small details are a natural part of the handcrafted manufacturing process. These subtle variations are not considered defects and contribute to the unique character of each piece.

We believe these individual characteristics are part of what makes handcrafted products special.

Custom Products

Custom products are designed and manufactured specifically for an individual customer and often cannot be resold.

For that reason, custom projects are generally not eligible for return once production has begun.

However, if a custom item:

  • Arrives damaged
  • Differs materially from the approved design
  • Contains a manufacturing defect

please contact us promptly.

Our goal is always to reach a fair and reasonable solution.

Order Changes & Cancellations

If you need to modify or cancel an order, please contact us as soon as possible.

Standard product orders can often be changed before shipment.

Custom projects may usually be modified before design work or manufacturing begins. Once production has started, additional charges may apply depending on the work already completed.

Lost Packages

If tracking indicates that your shipment has been lost in transit, please let us know.

We’ll work directly with the shipping carrier to investigate and help resolve the situation as quickly as possible.

Questions?

We’re always happy to help.

If you have questions about:

  • Shipping
  • Returns
  • Delivery
  • Existing orders
  • Custom projects

please don’t hesitate to contact us.

We believe good communication is part of good craftsmanship.

Thank You

Thank you for choosing Keystone Heritage Works.

Whether you’re purchasing one of our standard products or entrusting us with a one-of-a-kind custom commission, we sincerely appreciate your confidence in our work.

Every order is designed, manufactured, inspected, and carefully packaged in our Virginia workshop. Our commitment is not only to produce beautiful, lasting pieces, but also to provide the kind of personal service, honest communication, and attention to detail that we believe every customer deserves.

Our mission is to preserve heritage through craftsmanship, creating pieces that will be appreciated for years to come.