Cancellation Policy
Last updated: October 19, 2026
OVERVIEW
At SculptureMade, many sculptures are handcrafted and made to order. Cancellation terms depend on whether the product is ready to ship or custom made and on the actual stage of the affected item when we receive your request.
Please read this policy together with our Terms of Service, Returns & Refunds Policy, Shipping & Delivery Policy, and accepted written order documents. Restrictions on change-of-mind cancellations do not limit rights arising from our failure to fulfill an order, a material departure from agreed specifications, or applicable law.
HOW ORDER STAGES ARE DETERMINED
Order acceptance, final design or specification approval, production, and shipment are separate stages. Accepting payment or acknowledging an order does not, by itself, establish final approval or the start of production.
Final approval must be clearly communicated in writing, including by email or an agreed electronic approval process. Silence alone does not constitute approval. Where final approval is required, we will provide the relevant details for review before production begins.
Production must have actually begun for the affected item before production-stage cancellation restrictions apply. Scheduling future work does not, by itself, establish that production has started. Shipment means actual handover of the item to the carrier, not merely creating a shipping label or preparing shipping documents.
We assess stage-based eligibility when we receive a request that reasonably identifies the order and affected item. A delay in our response will not, by itself, move your request into a later cancellation stage. We will confirm the applicable stage, outcome, and any refund or lawful deduction in writing.
READY-TO-SHIP ORDERS
A non-customized product expressly identified as ready to ship may be canceled before actual shipment for a full refund of the amounts paid for the canceled, unfulfilled item and associated unperformed services. No cancellation or restocking fee applies to this pre-shipment cancellation.
Please contact us as soon as possible. If the item was already handed to the carrier before we received your request, it is subject to the post-shipment provisions below. An eligible ready-to-ship product may still be returned under our Returns & Refunds Policy.
CUSTOM-MADE ORDERS
Custom-made products include sculptures produced specifically for your order, personalized items, modified designs, and special-order products made to agreed specifications. A catalog design or a product with standard selectable options may still be made to order. We will identify the applicable product status before purchase.
Before Final Approval and Before Production Begins
If a custom order is canceled before final design or specification approval and before production begins, we will refund the amounts paid for the canceled item in full, including any deposit. No cancellation fee applies at this stage.
An amount paid toward the sculpture is not excluded from this refund merely because it is described as a deposit or a payment toward design and preparation.
After Final Approval but Before Production Begins
For a cancellation requested solely because of a change of mind or another reason unrelated to SculptureMade’s error or failure to fulfill the order, a 20% cancellation fee will apply after final approval but before production begins, only to the extent permitted by applicable law.
The fee is calculated on the price of the canceled item after applicable discounts, as stated in the accepted order documents. It excludes taxes and separately stated shipping, installation, or other service charges. For a partial cancellation, the fee applies only to the canceled item or items, not the entire order.
The fee is deducted from payments already received. We will not demand an additional payment solely to collect a cancellation fee exceeding the amount already paid. Any refundable balance will be returned, and related taxes will be adjusted as required by law.
This fee does not apply when SculptureMade cannot fulfill the order as agreed, when cancellation results from our error, or when applicable law requires cancellation without a fee. We will not retain an amount that applicable law does not permit.
After Production Has Begun
There is no automatic right to cancel a custom order solely for change-of-mind reasons once production has actually begun. You may contact us about exceptional circumstances.
Any exceptional cancellation requires written agreement and may involve lawful deductions for reasonable, documented, unrecoverable costs, taking account of costs avoided or amounts recovered. We will explain the proposed deductions and refundable balance. We will not duplicate charges for the same loss or retain more than permitted by law.
The pre-production 20% fee is not automatically added to a post-production cost deduction. Starting production does not remove rights arising from our failure to fulfill the order, a defect or material non-conformity for which we are responsible, or applicable law.
AFTER SHIPMENT
Once an item has actually been handed to the carrier, it cannot be stopped through the ordinary pre-shipment cancellation process. A request to intercept or redirect a shipment is not a confirmed cancellation and may not be possible.
An eligible ready-to-ship item may still be returned in accordance with our Returns & Refunds Policy, including its 14-calendar-day return request period and applicable return conditions. Custom-made products remain subject to the custom-product terms and all applicable defect and statutory remedies.
Refusing delivery does not automatically cancel an order or bypass the applicable return rules. It also does not automatically forfeit all payments. Refused or undeliverable shipments are assessed under our Returns & Refunds Policy and Shipping & Delivery Policy.
DEPOSITS AND PARTIAL CANCELLATIONS
Where a deposit or staged payment arrangement applies, the amounts, due dates, and conditions will be stated in the accepted quotation, invoice, or order confirmation. Deposits form part of the order payment and follow the same cancellation rules as other payments.
A deposit is refunded in full when the applicable stage qualifies for a full refund. Where a lawful pre-production cancellation fee applies, it is deducted from payments already received. After production begins, an exceptional cancellation is assessed as described above. A payment is not automatically forfeited solely because it is called a deposit.
For an order containing multiple items, we assess the stage and eligibility of the affected items separately. We will explain how payments and applicable discounts are allocated and identify any permitted deductions. We will not apply both a cancellation fee and a restocking fee to the same item for the same cancellation or return.
ORDER CHANGES
You may request changes to the design, dimensions, material, finish, color, inscriptions, delivery information, or other agreed details. Whether a change is possible depends on the actual order stage and the nature of the request.
Before proceeding with a change, we will explain any effect on price, production, shipping, or other order terms and obtain your approval. After production begins, some changes may not be feasible or may require new materials or additional work. Additional charges require your agreement before revised work proceeds.
Asking about a possible change does not automatically cancel your order. If you wish to cancel instead, please make that clear. An error or material specification difference for which SculptureMade is responsible will not be treated as a paid customer-requested upgrade merely because you ask us to correct it.
OPTIONAL SHIPPING, INSTALLATION, AND OTHER SERVICES
Unincurred shipping and service charges will be refunded when the associated order is canceled. We will not retrospectively deduct an outbound shipping charge that was advertised as free.
A deduction for a separately approved optional service may be considered only where the cost was actually incurred, is non-recoverable, and the service and cancellation conditions were specifically disclosed and authorized in advance. We will provide a breakdown and will not duplicate costs already covered by a cancellation fee or another deduction.
Such a deduction must not reduce a full refund promised at the applicable cancellation stage or required by law. The fact that a service was booked does not, by itself, override those refund rights.
DELAYS OR INABILITY TO FULFILL AN ORDER
If we cannot ship within the applicable promised period, we will provide the notice, revised shipping information, and opportunity to consent to a delay or cancel that applicable law requires. We will obtain any legally required consent to further delays and provide a refund when required.
Where we cannot fulfill an order as agreed, or you exercise a statutory cancellation right, we will provide the required refund without a buyer-remorse cancellation or restocking fee. We will not require store credit or acceptance of a materially different substitute instead of a refund to which you are entitled.
Custom-made status, design approval, and the start of production do not override these rights. We will not postpone a legally required refund by delaying internal approval or waiting for payment from a supplier, carrier, or insurer.
CANCELLATION OR HOLD BY SCULPTUREMADE
If we decline an order after collecting payment, we will refund the payment for the declined order. If we cancel an accepted order because we cannot manufacture or fulfill it as agreed, we will notify you and refund the amounts paid for the affected, unfulfilled order, including associated unperformed services.
We may need to verify payment or resolve missing order information or required approval before proceeding. We will contact you where reasonably possible and will not treat silence as design approval or automatically forfeit a payment because information is missing.
If payment cannot be verified or an order cannot lawfully be processed, any cancellation and handling of collected funds will comply with applicable law and payment-provider requirements. We will not automatically impose a buyer-remorse cancellation fee simply because we decide to hold or cancel an order.
HOW TO REQUEST A CANCELLATION
Email support@sculpturemade.com as soon as possible. Include your order number, name, the email address used for the order, and whether you wish to cancel the entire order or specified items. You may explain the reason so that we can identify the applicable policy, but a detailed explanation is not required to exercise a statutory cancellation right.
You may also call +1 (213) 343-0224 during customer service hours. We recommend email to provide a written record, but we will not disregard an otherwise valid cancellation notice solely because it was given through another contact method we provide.
We will review the request promptly and provide written confirmation of the outcome, applicable order stage, and any refund or permitted deduction. Please contact us again if you have not received a response. Our written confirmation records the outcome; it does not replace the receipt time used to assess stage-based eligibility or postpone a right that has already arisen under applicable law.
CANCELLATION REFUNDS
Approved cancellation refunds will be issued within 10 business days after cancellation is confirmed, unless an earlier deadline applies.
Any shorter deadline required by law takes precedence. This includes applicable deadlines under the FTC’s Mail, Internet, or Telephone Order Merchandise Rule. We will not delay a legally required refund by postponing confirmation or administrative processing.
Refunds are issued to the original payment method wherever possible. If that method cannot receive the refund, we will contact you to arrange an appropriate lawful alternative. Store credit will not be imposed instead of a monetary refund. Related taxes and unincurred shipping or service charges will be adjusted as applicable.
We will provide the refund amount, any lawful deductions, and confirmation when the refund is issued. Your bank or payment provider may require additional time to display it. Contact us if a promised processing deadline has passed, or if the refund has not appeared within 15 business days after our confirmation that it was issued. You do not need to wait 15 business days to ask about a missed refund deadline.
DAMAGE, DEFECTS, AND INCORRECT PRODUCTS
An issue involving seller-arranged transit damage, loss, a defect, an incorrect item, or a material departure from agreed specifications is not treated as a buyer-remorse cancellation. Contact us for review under our Returns & Refunds Policy and Shipping & Delivery Policy.
Reporting procedures support prompt handling of the issue and do not remove non-excludable legal rights. We will not use ordinary cancellation restrictions to deny a refund or other remedy that is due for such an issue.
POLICY APPLICATION AND LEGAL RIGHTS
Business days are Monday through Friday, excluding U.S. federal holidays, unless applicable law requires a different calculation. Calendar days include weekends and holidays.
Accepted order-specific terms govern the matters they expressly address, as explained in our Terms of Service. No general restriction or agreed term overrides rights that cannot lawfully be excluded. Later website updates do not retroactively reduce cancellation or refund rights attached to an existing order.
CONTACT US
SculptureMade
Email: support@sculpturemade.com
Phone: +1 (213) 343-0224
Customer service: Monday to Friday, 9:00 a.m. to 6:00 p.m. Pacific Time
Address: 328 W Phillips St, Ontario, CA 91762, United States
Visits are by appointment only. Please contact us before visiting. This contact address is not a standing return address; obtain written return instructions before shipping any merchandise back.