FAQs
As a solo small business owner, I personally manage my creations, projects, and orders from start to finish. Thank you for supporting my work and allowing me the time to create unique pieces for you all!
***PLEASE REVIEW THE FAQs BEFORE PLACING AN ORDER***
1. What is your return and exchange policy?
At this time, I do not accept returns or exchanges for change of mind, incorrect selections, or buyer’s remorse. All sales are considered final, including custom-made and personalized items.
As an independently run small business, I appreciate your understanding. Before placing an order, please carefully review product descriptions, photos, dimensions, materials, and customization details. If you have questions about an item or service, please contact me before purchasing.
What if my order arrives damaged, defective, or incorrect?
Your satisfaction matters to me, and I want you to receive the item you ordered in the condition it was intended to be in.
If your order arrives damaged, defective, or different from what you purchased, please contact me within 7 days of delivery, if possible, with your order number and clear photos of the item and its packaging. I will review the issue and work with you toward an appropriate resolution.
Please keep the item and its original packaging until the matter has been reviewed. Resolution may include a repair, replacement, or other appropriate remedy, depending on the circumstances.
This policy does not limit any rights or remedies you may have under applicable consumer protection laws.
2. How long will it take to receive my order?
Turnaround times depend on the type of item, the complexity of the work, and the number of orders currently in my queue.
Ready-to-Go Items: Please allow approximately 1–2 weeks for processing and shipment. This covers the time needed to prepare and ship your order. Delivery transit time is additional and depends on the carrier and destination.
Custom Orders: Please allow approximately 2–8 weeks for production and preparation for shipment. The timeline depends on project requirements, complexity, materials, and my current workload. Shipping transit time is additional.
These time frames are estimates, not guaranteed delivery dates. If a project has a specific agreed-upon deadline, I will communicate that with you before work begins.
3. How long do custom orders take?
Custom leather goods, jewelry, chainmaille pieces, oddities, and laser engraving/cutting projects all have different production requirements.
Most custom orders take approximately 2–8 weeks, depending on the scope of the project, design complexity, material availability, and existing orders in my queue.
Some projects may be completed sooner, while more involved commissions may require additional time. If you have a specific deadline in mind, please contact me before placing your order so we can discuss whether your requested timeline is feasible.
4. Can I request a rush order?
Possibly! Rush orders depend on my current workload, the complexity of the project, material availability, and your requested deadline.
Please contact me before ordering to discuss your needs. Rush availability is not guaranteed, and any approved rush timeline or additional fee will be confirmed before work begins.
5. Do you accept custom designs and laser engraving or cutting requests?
Yes! I offer custom projects and laser engraving and cutting services, subject to project requirements, equipment capabilities, and material compatibility.
When submitting a request, please include as much information as possible, such as:
A description of your project or design
Reference images or artwork files
Desired dimensions and quantities
The material you would like to use
Any personalization, spelling, or layout requirements
Your desired completion date, if applicable
I may need to review your design, file format, material, and intended use before confirming availability, pricing, and turnaround time. Some projects require additional design preparation, setup, or adjustments.
Please wait for confirmation of the project details and quote before assuming your request has been accepted.
6. Can I provide my own materials for laser engraving or cutting?
Customer-supplied materials may be accepted on a case-by-case basis, depending on the material, dimensions, condition, and compatibility with my equipment.
Before sending or dropping off materials, please contact me to confirm that they are suitable for the requested process.
Customers are responsible for providing accurate information about their materials, including the material type, coatings, finishes, and any treatments. Materials must be safe and suitable for the intended laser process. I reserve the right to decline materials that are unknown, unsafe, incompatible, or potentially damaging to equipment.
Please do not send materials before receiving approval.
Because customer-supplied items can vary in quality and composition, results cannot be guaranteed until the material and project have been reviewed. Any material testing, setup fees, or special handling charges will be discussed beforehand.
7. How does pricing work for custom projects?
Pricing depends on the materials, time, complexity, dimensions, design preparation, equipment setup, and any special requirements involved.
For laser engraving and cutting, pricing may also depend on the artwork or file preparation needed, the number of pieces, and the type of material being processed.
I will communicate the agreed-upon price and any applicable additional fees before beginning work. Changes requested after approval may affect the final cost and completion date.
8. Are deposits or upfront payments required for custom orders?
Some custom projects may require a deposit or full payment upfront, depending on the scope of the work, materials required, and project-specific expenses.
Any deposit amount, payment schedule, cancellation terms, and applicable refund conditions will be communicated before you commit to the project.
Deposits may cover materials, preparation, design time, or work already completed. Whether a deposit or payment can be refunded will depend on the agreed terms, work already performed, costs incurred, and applicable law.
I will not treat a deposit as automatically non-refundable in circumstances where a cancellation happens BEFORE production has already begun. Once production has begun, deposits are officially non-refundable.
9. Can I cancel or change my order after placing it?
If you need to change or cancel an order, please contact me AS SOON AS POSSIBLE.
For ready-to-go items, cancellation requests depend on whether the order has already been processed or shipped.
For custom orders, changes or cancellations may not be possible once materials have been purchased or prepared, design work has begun, or production is underway. You may be responsible for agreed costs already incurred or work completed, subject to applicable law and the terms confirmed before work begins. Depending on circumstance, I may be able to work something out with you.
Before approving a custom project, PLEASE DOUBLE CHECK all design details, spelling, dimensions, materials, quantities, and personalization requests. Changes after approval may require additional fees or extend the turnaround time.
10. Why do custom orders take longer?
As a solo small business owner, I personally manage my projects and orders from start to finish.
Handmade leatherwork, chainmaille, jewelry, oddities, and customized laser work each require different levels of preparation, skill, and production time. I also work through orders in a queue so that each project receives the attention it deserves.
Thank you for understanding that quality craftsmanship takes time and for supporting independent, handmade work!
11. Will my item look exactly like the photos?
I do my best to represent products accurately through photographs and descriptions. However, handmade items may have slight variations in color, texture, finish, pattern, and other details.
Natural materials, particularly leather, can vary in grain, markings, scars and coloration. Handmade jewelry and chainmaille may also have subtle variations that make each piece unique.
For laser engraving and cutting, the final appearance can vary depending on the material, finish, design, and processing settings.
These natural and handmade variations are part of the character of individually crafted pieces. However, this does not excuse a product that is materially different from its description or agreed specifications.
Because I am the artist behind the paintings, small details may vary from piece to piece. I typically use the same photo to represent a batch of work that I’ve done. This also goes with some of the jewelry that I make to save me on photography time. I own and operate this alone so I try to save myself some time for items that look the same each time I make them.
If you have questions about a specific item or material, please contact me before ordering.
12. What if I provide the wrong spelling, dimensions, or design file?
Customers are responsible for reviewing and approving their submitted text, spelling, dimensions, artwork, and customization details before production begins.
For personalized or laser-processed items, please carefully check all submitted files and project specifications. Once production begins, corrections may require additional materials, fees, and production time.
If I make an error or the finished item does not match the approved specifications, please contact me so we can review the issue and determine an appropriate resolution.
13. What if my order is delayed?
I do my best to meet estimated turnaround times, but delays may occasionally occur because of project complexity, material availability, existing orders, equipment issues, or shipping carrier disruptions.
If I become aware of a possibly significant delay, I will absolutely communicate this with you. If you have a deadline or concern about your order, please reach out so we can discuss the current status.
I very much appreciate your patience and understanding while I work to complete each project carefully and in a timely manner.
14. How can I contact you about a product or order?
If you have questions please reach out through my email or instagram page!
Email: hexpanther.mgmt@gmail.com
Instagram: @ShopHexPanther
I also have a CUSTOMS FORM sheet located on the top left corner of my shop page :)
-For custom inquiries, please include as many project details as possible so I can better understand your request and best provide an accurate estimate.
For questions about an existing order, please include your order number to help me locate the relevant details.
***Thank You SO MUCH for Supporting My Small Business!***
Every order, commission, and inquiry means a great deal to me!
Your patience, trust, and support allow me to continue creating handmade goods and fun/unique works of art for all to enjoy!
Thank you for being part of this crazy journey of mine and for giving independent craftsmanship a place in your world!
With all my oddball heart,
-Hex Panther