SHOP POLICIES
Clear expectations from order to handoff.
Order help, changes and cancellations
You can request a change or cancellation before printing starts. Requests received after printing starts are reviewed individually.
For order help, email hello@brotherworksforge.com with your order number. We check this inbox daily.
Sending a request does not confirm a change, cancellation or refund. We will confirm the outcome after checking your order and production status.
Production times
Most products are made to order. The estimated production time shown at checkout does not include shipping time. If a failed print changes the promised date, we will contact you with an updated estimate and options.
Local pickup and shipping
Local pickup instructions are sent privately after payment. Shipped orders receive tracking when the carrier accepts the package. Customers are responsible for entering a complete delivery address.
Return requests
All return requests, including Sidewinder and personalized Mason products, are reviewed individually.
For a return request, email hello@brotherworksforge.com with your order number.
Damaged, defective or incorrect items
For damaged, defective or incorrect items, contact us with your order number. We will review your report before confirming the remedy.
Custom product approval
Customers approve names, numbers, spelling, and layout before a custom product enters production.
Your rights
These policies do not limit any rights you may have under applicable law.
Product safety
Follow the age guidance and warnings on the product listing and packaging. Keep small parts away from children under 3. Decorative and organizational products are not toys. Stop using an item if it becomes cracked, sharp, or damaged.
Adult accounts and checkout
BrotherWorks customer accounts, rewards, suggestions containing contact information, and checkout are for adult purchasers, parents, guardians, and teachers. Children should browse with an adult and should not submit personal information. We do not create child profiles.
Customer accounts and rewards
An account is optional. Signed-in customers can see connected orders and Forge Rewards. A verified account may claim earlier guest orders placed with the same email address. Reward points have no cash value, may be reversed after a refund, and may be adjusted or discontinued with reasonable notice.
Payments and saved methods
Stripe processes payments. BrotherWorks Forge does not store full card numbers. Customers may separately use Stripe Link or explicitly ask Stripe to save a payment method to their BrotherWorks customer record for future customer-initiated purchases.
Suggestions and privacy
A name and email address are optional on the suggestion form. We store your message and optional contact details to review the idea and reply when requested; we do not sell this information. Approved campaign labels in a direct idea-form link may also be saved with the request to help us understand which posts bring ideas. These labels are supplied in the link and do not verify the source. Please do not submit a child’s full name, address, schedule, school, photograph, or other sensitive information. You may ask us to delete a submission or customer account by emailing hello@brotherworksforge.com.