Refund policy

All sales are final on personalized items

All products at The Steeplechase are made to order and custom-engraved. Because of this, we do not accept returns or issue refunds for: change of mind, buyer's remorse, incorrect personalization submitted by the customer, or dissatisfaction with a design choice made by the customer. By completing your purchase, you acknowledge and accept this no-return policy.

Spelling and personalization errors

You are solely responsible for the accuracy of all text submitted with your order. We engrave exactly what you provide. Spelling errors, wrong dates, or incorrect names submitted by the customer are not eligible for a refund or replacement. Please double-check everything before submitting your order.

Damaged orders

If your order arrives physically damaged due to shipping, contact us within 3 days of delivery at info@steeplechaseshop.com with photos of the damage and packaging. Once verified, we will send a free replacement. Claims submitted after 3 days will not be accepted.

Our engraving error

If we made an error in the engraving that differs from what you submitted, contact us within 3 days of delivery with photos. We will verify the error against your original order and send a free replacement at no cost to you. This is our guarantee of quality.

Wrong item received

If you received an item that does not match your order, contact us within 3 days of delivery with photos. We will send the correct item immediately at no charge.

Contact us before disputing a charge

Before initiating a chargeback with your bank or credit card provider, you agree to contact us first at info@steeplechaseshop.com. We respond within 1 business day and are committed to resolving legitimate issues quickly and fairly.

Fraudulent chargebacks

Filing a chargeback for a delivered, correctly-produced custom item- including due to buyer's remorse, customer spelling errors, or shipping delays - constitutes fraud and a violation of these Terms. We will dispute any such chargeback with full documentation including: your submitted personalization text, order confirmation, production records, and delivery confirmation. We reserve the right to recover disputed amounts and associated fees under the laws of the State of Texas.

Cancellation window

You may cancel your order within 1-2 hours of purchase by contacting us at info@steeplechaseshop.com. Once production has begun, cancellations are no longer possible and the full charge stands. Rush orders (Same Day or Next Day Production) cannot be cancelled once placed.

Lost packages

If your tracking shows your package as delivered but you have not received it, contact us and your local carrier. We are not responsible for packages marked as delivered by the carrier. If a package is confirmed lost in transit (not delivered), contact us and we will work with the carrier to resolve it.

Wrong address provided by customer

We are not responsible for orders shipped to an incorrect address provided at checkout. If a package is returned to us due to an incorrect address, the buyer is responsible for reshipping costs. This does not qualify for a refund.

We're here to help

If you have any issue with your order, email us at info@steeplechaseshop.com. We respond within 1 business day and take every concern seriously. Our goal is for every customer to be happy with their purchase - if something is wrong on our end, we will always make it right.