Dear Esteemed Collector,

Welcome to Steinbach Shop, where we are dedicated to Bringing Global Christmas Traditions Home Since 2025. Each nutcracker, pyramid, music box, and ornament is crafted with the intention of becoming a cherished heirloom, destined to bring joy and tradition to your home for generations. We understand that the journey of your heirloom—from our workshop to your home—is as important as the piece itself. This policy is crafted with the same care, respect, and commitment to trust that defines our entire collection, ensuring your complete satisfaction and peace of mind.

Shipping Policy: Bringing Enchantment to Your Doorstep

We carefully prepare and dispatch every order to ensure it reaches you safely and promptly, no matter where you are in the world.

Order Processing & Dispatch

All orders are lovingly prepared within 1-2 business days of payment confirmation. You will receive a notification email with tracking information once your order is on its way.

Shipping Methods & Delivery Timelines

We offer two primary shipping options to suit your needs:

  • Standard Shipping: We partner with DHL or FedEx for reliable and trackable service.
    • Cost: A flat fee of $12.95 USD.
    • Delivery Time: 10-15 business days after dispatch.
  • Free Economy Shipping: For orders over $50 USD, we offer complimentary shipping via EMS.
    • Cost: Free.
    • Delivery Time: 15-25 business days after dispatch.

Please Note: We ship globally, serving most regions worldwide. Delivery times are estimates and may vary due to customs processing, especially during peak holiday seasons. Shipping to some remote locations or specific regions in Asia may not be available.

Payment Methods

We accept secure payments through Visa, MasterCard, JCB, and PayPal.

Returns & Exchanges: Our Pledge of Trust Honored

While we are confident you will adore your heirloom, we stand by our commitment to your satisfaction. Our policy is designed to be clear, fair, and respectful of both your time and the unique nature of our collectibles.

Our Policy at a Glance:

  • Return Window: 15 days from the date of delivery.
  • Condition: Items must be unused, in original packaging, and in resalable condition with all accessories and certificates.
  • Process: Contact us first for authorization, then ship the item back with the provided RMA number.
  • Refunds: Issued to the original payment method within 10 business days of our receipt and inspection.
  • Exchanges: Subject to availability; we will gladly guide you.
  • Shipping Costs: Return shipping is the customer’s responsibility, unless the return is due to our error or a defective item. Original shipping fees are non-refundable.

Step-by-Step Return & Exchange Process

Step 1: Initiate Your Request (Within 15 Days)

Please contact our dedicated Customer Care team at [email protected] to initiate a return or exchange. Include your order number and item details. We will respond within 2 business days with a Return Merchandise Authorization (RMA) number and detailed instructions.

Step 2: Prepare Your Package

Carefully repack the item in its original packaging, including all accessories, certificates, and documentation. Please enclose a copy of your order confirmation. Write the provided RMA number clearly on the outside of the box.

Step 3: Ship the Item Back

Ship the package to our Returns Center at the address provided in your RMA instructions. For your protection, we strongly recommend using a trackable and insured shipping service (such as DHL, FedEx, or EMS) and retaining your proof of postage.

Our Returns Center Address:
Steinbach Shop Returns Center
3844 Raintree Boulevard
Indianapolis, US 46225

Step 4: Processing & Completion

Once we receive and inspect your return, we will notify you via email.

  • For Refunds: Your refund will be processed to your original payment method (Visa, MasterCard, JCB, or PayPal). Please allow up to 10 business days for the refund to appear in your account, depending on your financial institution.
  • For Exchanges: If the requested item is available, we will ship it to you promptly with a new tracking number. If unavailable, we will offer a full refund or discuss a suitable alternative.

Important Considerations

Non-Returnable Items (Final Sale)

To preserve the integrity, exclusivity, and collectible value of our most special creations, sales of the following items are final and cannot be returned or exchanged:

  • Limited Nutcrackers: As indicated in our website menu, these exclusive pieces are produced in restricted, often numbered quantities, making each one a unique and irreplaceable collectible. All sales in the “Limited Nutcrackers” category are final.

Additionally, any item that is not in its original condition, is damaged due to customer handling, is missing parts, or has been personalized, is not eligible for return.

Damaged or Defective Items

In the rare event your heirloom arrives damaged or defective, please contact us immediately at [email protected] within 48 hours of delivery. We will arrange a prepaid return label and expedite a replacement or full refund at no cost to you.

International Returns

For our global family of collectors, please note that customers are responsible for any customs duties, taxes, or international shipping costs associated with the return. The refund will be for the item’s purchase price only.

Your Satisfaction is Our Tradition

We are here to ensure your experience with Steinbach Shop reflects the quality, tradition, and trust inherent in every piece we offer. If you have any questions, please do not hesitate to contact our dedicated team.

With warm regards,
The Steinbach Shop Team

Contact for Returns & Enquiries:
Email: [email protected]
Postal Address: 3844 Raintree Boulevard, Indianapolis, US 46225