Shipping and Refund Policy
Shipping Policy
We deeply appreciate your patience as we prepare your handcrafted piece. Every sculpture is finished and inspected with meticulous care in our studio before it begins its journey to you.
1. Complimentary Global Shipping
We are pleased to offer Free Standard Shipping on all orders worldwide.
2. Order Processing Time (The Artisan's Production Time)
Because our sculptures are hand-finished in micro-batches and require proper curing time for the natural hard-wax oil, our standard fulfillment process takes time.
Standard Orders: Please allow 6 to 8 business days for your order to be crafted, inspected, and dispatched from our studio.
Custom Engraved Orders: If you have selected our personalized engraving service, please allow an additional 7 business days (approximately one extra week) to our standard processing time. Perfection cannot be rushed.
Note: Processing times do not include weekends or public holidays.
Proactive Communication on Delays：We hold our craftsmanship to the highest standards. In the rare event that a specific wood species takes longer to finish, or if we experience an unexpected delay in production, we will contact you directly via email in advance to provide an updated timeline.
4. Estimated Transit Times
Once your order has been dispatched, the transit time will depend on your location. You will receive a shipping confirmation email with a tracking number so you can follow your trace.
North America: 3 - 5 business days / International: 10-15 business days)
5. Customs, Duties, and Taxes
Human Trace Studio is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.). Please be aware of your local customs regulations before placing an order.
6. Lost or Stolen Packages
While we use reliable carriers, Human Trace Studio is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, we will confirm delivery to the provided address, date of delivery, tracking information, and shipping carrier information for the customer to investigate.
Return and Refund Policy
We take immense pride in the craftsmanship of our wooden sculptures. However, if you are not entirely satisfied with your purchase, we are here to help.
1. The 7-Day Return Window
We accept returns within 7 days of the delivery date. If 7 days have gone by since your package was marked as delivered, unfortunately, we cannot offer you a refund or exchange.
2. Eligibility for Returns (Crucial)
To be eligible for a return, your item must be in the exact same condition that you received it.
It must be completely unused, unblemished, and free of any scratches or damages.
It must be returned in the original packaging, including all internal protective materials, the Certificate of Authenticity, and any accompanying cards.
Please note: Since wood is a natural material, slight variations in grain pattern and color are normal and are not considered defects.
3. Non-Returnable Items
To protect the integrity of our studio's work, the following items cannot be returned or refunded:
Customized or Engraved Items: Any sculpture that features personalized engraving on the base is considered a final sale.
Items purchased during a clearance sale or with specific discount codes (unless otherwise stated).
4. The Return Process
Do not send your purchase back without contacting us first.
Please email us at humanctracelab@gmail.com with your order number and the reason for the return.
Once your return request is approved, We will contact you in 24 hours.
Return Shipping Costs: You will be responsible for paying for your own shipping costs for returning the item. Shipping costs are non-refundable. We highly recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
5. Refunds & Restocking
Once your return is received and inspected by our studio, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a certain amount of days.
In cases where the original packaging is missing or damaged, a minor restocking fee may be deducted from your refund.
6. Damaged or Defective Items
We meticulously inspect every piece before shipping. However, if your item arrives damaged due to transit, please contact us within 48 hours of delivery with clear photos of the item and the damaged packaging. We will evaluate the situation and arrange for a replacement or a full refund immediately.