Frequently Asked Questions
We want you to love your 3 Hoofprints purchase. Below you’ll find important information about made-to-order production, shipping, cancellations, quality concerns, refunds and payments.
MADE TO ORDER
Is my order made especially for me?
Yes. Every 3 Hoofprints product is made to order. Once you place your order, it is sent to one of our trusted production partners, where it is carefully printed, inspected and prepared for shipment.
Producing items only after they are ordered helps reduce excess inventory and unnecessary waste.
Will the colours look exactly as they do on my screen?
Please note that colours may vary slightly from what you see on your screen due to differences in monitor settings, product materials and the printing process.
PRODUCTION AND SHIPPING
How long will my order take to produce?
Production times vary depending on the product and time of year. Because every item is made to order, please allow time for your purchase to be created before it ships.
During holidays, launches and other busy periods, production and delivery may take a little longer. We appreciate your patience while your order is being made especially for you.
How will I know when my order has shipped?
Once your order ships, you will receive a shipping-confirmation email with tracking information whenever tracking is available.
How long does shipping take?
Delivery times vary according to:
• Your location
• The shipping method selected at checkout
• The product ordered
• The production facility fulfilling your order
Available shipping options, costs and estimated delivery information will be displayed at checkout.
Why did I receive only part of my order?
Different products may be produced at different facilities. As a result, items from the same order may be shipped separately and arrive at different times. If this happens, you may receive more than one shipping notification or tracking number.
Can I change my shipping address?
Use the order-management link in your confirmation email to make changes before your order goes into production. Once production has started, it may no longer be possible to change the delivery address.
If you notice an address error, make the correction as soon as possible.
QUALITY GUARANTEE
What happens if my item is damaged or has a printing issue?
We want to make sure you love your purchase, and product quality is guaranteed. If your item arrives damaged, contains a printing error or has another visible quality issue, we will work with you to provide an appropriate replacement or refund.
Quality concerns must be reported within 30 days of receiving your order.
How do I report a quality issue?
Please contact us through our contact form and include:
• Your order number
• A brief description of the problem
• Clear photographs showing the damaged area or printing issue
• A photograph showing the product tag, when applicable
For the fastest resolution, place the product on a flat, well-lit surface and make sure the issue is clearly visible in the photographs. This quick step will help us assess the problem and provide a speedy resolution.
CANCELLATIONS AND ORDER CHANGES
Can I cancel or change a product order?
All 3 Hoofprints products are made to order especially for you. If you need to cancel or amend an order, use the order-management link provided in your confirmation email.
You may edit or cancel your order before it goes into production. Once production has begun, cancellation or changes may no longer be possible.
If your order has already entered production, you may still be eligible for a replacement or another resolution depending on the circumstances. After receiving your order, you have 30 days to report an eligible quality issue.
Can I cancel a donation or tip?
No. Donations and tips are non-cancellable and non-refundable. Once checkout has been completed, we cannot cancel or refund the payment.
RETURNS, EXCHANGES AND REFUNDS
Can I return or exchange an item?
Because every product is made to order, we cannot accept general returns or exchanges, including returns related to:
• Selecting the wrong size
• Changing your mind
• Personal preference
• Ordering the wrong colour or product
Please carefully review the product description, colour options and size guide before placing your order.
Can I receive a refund for a product order?
Product orders are non-refundable unless the item arrives with an eligible quality issue, visible printing error or damage.
To qualify for a refund or replacement, please contact us within 30 days of receiving your order and provide clear photographs demonstrating the issue.
How long does it take to receive an approved refund?
PayPal refunds generally appear in your PayPal account balance within 24 business hours after being processed.
Credit- and debit-card refunds generally appear in your bank account within 7–10 business days after being processed. The exact timing will depend on your bank or card provider.
Are donations and tips refundable?
No. Donations and tips are non-refundable. Once checkout has been completed, we cannot cancel or refund the payment.
Are locked messages refundable?
Locked messages are non-refundable after checkout has been completed.
If you experience difficulty accessing a locked message after payment, please contact us through our contact form. We will be happy to troubleshoot the issue and help find a resolution.
PAYMENTS
Which payment methods are accepted?
We accept major credit and debit cards, PayPal, Google Pay and Apple Pay.
Depending on your location, Klarna, Afterpay and additional local payment methods may also be available. The payment options available to you will be displayed during checkout.
INTERNATIONAL ORDERS
Do international orders have customs fees?
International orders may be subject to import taxes, duties and other customs charges.
If your order includes an international shipment, checkout will display either:
• A pre-collected duty amount; or
• A notice advising you about possible import fees upon delivery
Customers are responsible for all applicable import taxes, duties and fees, whether they are collected during checkout or charged when the shipment reaches its destination.
Customs requirements vary by country. For information about the policies that apply to your location, please contact your local customs office.
WHO HANDLES MY ORDER?
Fourthwall.com, is the Merchant of Record and merchandising partner for 3 Hoofprints. Fourthwall securely processes payments and assists with order-related inquiries, production concerns, replacements and eligible refunds.
For additional information, please review the Privacy Policy and Terms of Service linked at the bottom of this website.
STILL NEED HELP?
If you have a question that isn’t answered here, or you need help with an existing order, please contact us through our contact form
When contacting us about an order, please include your order number and the email address used at checkout so we can assist you as quickly as possible.