Made-to-Order Fulfillment, Return, and Resolution Policy

River Jade Smithy products are made to order and fulfilled through third-party production and shipping partners.

Because these items are produced specifically for each order, buyer-remorse requests, preference changes, and size or fit issues are not eligible for refund, cancellation, or exchange.

River Jade Smithy does not offer cash refunds.

Orders move into production quickly. River Jade Smithy does not provide live order-edit or pre-production cancellation handling once an order has been submitted.

For shipment tracking, delivery updates, transit delays, or carrier-related delivery issues, please use the shipping, carrier, or tracking path provided with your order whenever that information is available.

For fulfillment concerns such as production defects, damage, or wrong-item issues, please use the fulfillment-partner or support path provided in your order email, shipment notice, or tracking materials whenever that information is available.

Where a verified production defect, damage, or wrong-item issue is accepted through the applicable review process, the available remedy is correction, remake, replacement, or another merchant-approved fulfillment correction.

If no order-specific support path is provided, or if a fulfillment partner requires merchant-side escalation in a specific case, River Jade Smithy may assist on a limited basis through the store contact path. River Jade Smithy does not operate as a full frontline order-support desk.

Order Support Paths

Tracking and transit
If your order email or shipment notice includes a carrier tracking link, use that path first for package movement, transit scans, and delivery-status questions.

Fulfillment-partner support
If your order materials include a fulfillment-partner or order-specific support path, use that path first for fulfillment-related concerns such as defects, damage, or wrong-item issues.

Common fulfillment partners used by River Jade Smithy may include:

• Printful
• Printify
• Contrado
• Art of Where

Not every order is fulfilled by every partner. Please use the support path actually associated with your order whenever that information is provided.

Wrong item, damage, or production defect
If your order arrives damaged, defective, or incorrect, gather clear photos of the item, packaging, and any visible issue, along with your order information. Verified cases may qualify for correction, remake, replacement, or another merchant-approved fulfillment correction.

Cancellations and changes
Because orders move into production quickly, changes and cancellations are not available once an order has been submitted.

Exchanges
River Jade Smithy does not offer general exchanges for buyer remorse, preference changes, or size and fit issues.

If merchant-side escalation is actually required
If no usable order-specific support path is provided, or if a case requires merchant-side escalation, use the River Jade Smithy contact page at Get in Touch or email riverjadesmithy@duck.com for limited assistance.