Frequently Asked Questions

Most items are eligible for return or exchange within 60 days of purchase. Gift cards and Direct Send Cards are not eligible for return or exchange. Customized products are not eligible for return or exchange, unless they arrive damaged. If you decide to return or exchange an item, send your return & a copy of the purchase confirmation email and/or invoice to:

StoryPeople
113 E. Water St.
Decorah, IA 52101

Before sending a return, please contact us at TheCrew@StoryPeople.com or 1.866.564.4552, so we can be sure to watch for your package.

Return shipping fees for exchanges and returns are the responsibility of the purchaser, except in cases where we’ve shipped the wrong item or something arrives damaged. If this occurs, StoryPeople will pay return fees, but please contact us before shipping the item back, so we can provide you with a return shipping label.

Provided the returned item arrives intact and in re-sellable condition, we’ll proceed with your exchange or refund. If the item is returned after 60 days, does not include the shipping confirmation email or invoice, or is returned damaged because it was shipped incorrectly due to customer error, it may not be possible to refund your purchase. We recommend that you return items in their original packaging to help ensure their safety. Please do not return items in a padded envelope or bubble mailer, as these usually get damaged in shipping, which means we may need to refuse a refund (and that just isn’t fun for anyone).

For exchanges, we’ll need to know the payment method you’d like to use for the shipping of the replacement item. If you’d like to help expedite the process, you could enclose a note to let us know how you want to take care of that.

For refunds, we’ll credit the card or online payment method that was originally used.

Orders usually ship the next business day after they are received. During holiday times, shipping may be delayed to 1-3 business days after the order is placed. Most sculptures are made-to-order, and may take longer to ship out, up to ten business days.

If a product is pre-ordered, you can expect it to ship on the release date listed on the product's description page.

This depends on the shipping method you choose. Most shipping methods have the shipping time listed on the checkout page. Items shipped by Priority Mail generally arrive within 2-3 business days, and First Class Mail can take 3-5 days. International shipments usually arrive within 6 to 10 days, but may sometimes be delayed due to customs processing. Of course, all shipping times may differ depending on when you order, the size of your package, and how far your package has to travel.

During holiday seasons, shipping may be very delayed, due to the extremely high volume of packages. Packages have sometimes taken a month or more to be delivered. If you order something for the winter holiday season, we recommend ordering as early as possible to receive it by the holidays.

We now offer free standard shipping on all orders over $75. Direct Send Cards are mailed for free, and Gift Cards are mailed for $1. For orders less than $75 and for international orders our real-time rate calculator figures the shipping cost based on the weight of the items in the package, the desired shipping speed, which carrier is being used, and where the package is going.

Some shipping methods do not calculate shipping automatically, including international sculpture orders. If you are trying to place an order and a shipping method does not appear automatically, please contact us and we will calculate the shipping for you.

The cost of shipping does not include international import taxes or tariffs. Any import costs are the responsibility of the purchaser. Please note, in many countries, if your order is a gift, it will ship tax and tariff free.

Once we ship your package, you will automatically receive an email with your tracking information included. If you ever have any concerns or don’t seem to be getting the emails, we suggest you check your spam folder first. If you still don't see it, please contact us and we will send you the tracking information.

Tracking information is not available for some shipping methods, including our Direct Send Cards, Gift Cards, and 5 Cards or Less shipping methods. If the tracking infromation for your order says "Not Applicable" or "Status Not Available", your order likely does not include tracking.

Of course! If you have any questions or need help placing an order, please call us during business hours at 1.866.564.4552 and we will be quite happy to help.

Of course! Most products have gift wrap available and it can be found on the product page you are ordering from. You can choose gift wrap and add what you would like us to write on the gift note there.

To edit or cancel an order, send an email to TheCrew@storypeople.com or call us during regular business hours at 1.866.564.4552 and we’ll take care of your request right away.

You don’t need a password to check out and complete a purchase. As long as you enter the email address associated with your account, you’ll still get your notifications and the item(s) will appear in your purchase history.

To reset your password, click the "Forgot Password?" link on the login page. If you need help with this process, please contact us at TheCrew@storypeople.com or call us at 1.866.564.4552, and we can send you a link to reset your password.

To change the email address associated with your customer account, send an email to thecrew@storypeople.com or call us at 1.866.564.4552, and we can change it for you.

Click here to sign up for our daily mailing list.

If you need help signing up, send us an email at thecrew@storypeople.com or call us at 1.866.564.4552 and we can get you signed up right away.

To unsubscribe, our emails always have an “unsubscribe” text link at the very bottom. Just click that, follow any instructions that appear, and you’ll be off the list. If you need help with this process, feel free to email us at TheCrew@storypeople.com or call us at 1.866.564.4552 and we can remove you from the mailing list.

The eCommerce side of our web operations is hosted by Shopify, which means industrial-strength protection with SSL-encryption and site certificate verification. That means your credit card information and your personal info that you want to keep personal is safe. We think it’s a big deal to keep your stuff private, and regularly take measures to make sure it stays that way.

If you want to learn more, check out our Privacy Policy here.