Customer Service

Shipping & Delivery

All orders are processed within 1 to 2 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. Tracking will be included on the order for your reference. 

Calculated shipping rates: Shipping charges for your order will be calculated and displayed at checkout. 

Negotiated shipping rates: If you have previously negotiated shipping rates, this should be automatically calculated on your orders.

Using your preferred carrier/shipping account: If you wish to use your own carrier and account, please contact our team at orders@stokebridge.com before placing your order.


How do I check the status of my order?

Simply click the "My Account" button on the top of our website to review current and past orders.

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 24 hours for the tracking information to become updated. 

If you haven’t received your order within 5 days of receiving your shipping confirmation email, please contact our team at orders@stokebridge.com with your name and order number, and we will look into it for you.

You may also track your package here: UPS Tracking

Shipping to P.O. boxes

We do not ship to P.O. Boxes unless you have established negotiated terms with us.

Refunds, returns, and exchanges

Under special conditions, we will charge a 15% restock fee and the buyer is responsible for the shipping costs for the return. We do not accept returns for normal wear and tear or damage from improper use. If the items were received in error, Stokebridge brands will cover 100% of the cost of return.

In the event that your order arrives damaged in any way, please email us as soon as possible at orders@stokebridge.com with your order number and a photo of the item’s condition. The buyer is responsible for any received merchandise that is received damaged until we can review and approve an appropriate return. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

If you have any further questions, please don't hesitate to contact us at orders@stokebridge.com.



Privacy & Security

Your privacy is important to us. When you set up an account, you have an option to be included in our monthly newsletter. If you wish to opt out of this subscription at any time, you may do so by using the "Unsubscribe" link at the bottom of the received newsletter. We do not share any of your account information with any 3rd party companies. We will never contact you for password details and credit card information unless this has been requested specifically by an authorized contact. If you ever have any privacy or security concern about a communication from Stokebridge Brands, please contact us immediately so we can review the received inquiry. We understand that your privacy and security are essential for good business and will do everything in our power to protect you during our business interactions.


Ordering

Our order minimum per order is $100. You will not be able to complete the order unless you hit this minimum. Once you have established an account with Stokebridge Brands, you will have access to pricing and availability of each item. To place an order, simply search or navigate and select the items you wish to order by placing them in your cart. You can adjust the quantity of each item as well. All our items have a price break at the full case quantity, which is noted on each items costing details. Use the navigation buttons in your cart to complete your transaction.


Out of stock and Backorders

If an item is out of stock, the item will show this information in the details. You will not be able to add this item to your order but you may email orders@stokebridge.com to request a backorder be created. This open backorder can be referenced in the "My Backorders" section of your account. Please be aware that all items placed on a backorder will be shipped when available. If you wish to edit any open backorders, feel free to login to your account and go to the "My Backorders" section and update the appropriate backorder in your account. You may also contact orders@stokebridge.com to have our team update your open backorders. 

Backorders will include shipping. Our negotiated rates with UPS and LTL companies are based on total weight, each piece being shipped and the dimensions of each piece. Because of our negotiated rates, the overall cost for in stock orders and backorders will be close to the same cost if shipped complete. Please note that we always consolidate shipments to save you money when possible.

If you wish to be automatically notified when an item is back in stock, select the "Sign up to get notified when this item is back in stock" button on the item details page. Please be aware that this does not guarantee you the ability to order this item when your receive the "Back in stock" notification email as many of our items are in high demand and may be sold out if you do not place your order as soon as possible.

To better guarantee you receive your product, we recommend requesting a backorder as this places your order in a queue based system. Please contact our team at orders@stokebridge.com for any additional questions regarding out of stock and backorders.


Special orders

If you see an item(s) that shows "SPECIAL ORDER" in the item description, this item is not stocked in the United States and you may request a special order. You can add these to your cart and an order will be created upon finalizing checkout. If you wish to have our team help with this process, please contact our sales team at orders@stokebridge.com. Please provide the item number and quantity in the email so that our team may help expedite your request. All special orders can take up to 3 months to deliver and in some rare cases 6 months, pending on availability and port delays.


Custom Items and private label

Minimum order quantity is 3,000 units per item.
We offer full customization, with the purchase of the molds which you will own. The unit costing will be adjusted based on this cost. Please contact our team at orders@stokebridge.com for more details for this type of customization. 

We also offer private label and custom coloring/print. For this type of customization, it usually takes between 6-8 months for the product to land at the customer's warehouse. We require a 50% deposit to begin production upon sample approval by the customer. Once the item is shipped to the customer, the final 50% will be due based on current payment terms.

Please provide the following information:
-The item number(s)
-The color(s)
-High quality image of the print and text that is required on the specific items
-Design updates and requested changes

We will provide a visual sample and color options based on the details you provide, and recommended positioning of printed images based on the capability of each item.Once you approve the CAD, we will have a sample produced and sent to you via UPS ground (can take 2-3 weeks). Once the physical sample is approved by you, we will provide a final quote. Once you approve the quote, the order is sent to production upon receiving the 50% deposit.

Our sales team will walk you through every step.


Payment, Pricing & Promotions

Payment will be automatically processed when you complete your order using the payment method on file. If you do not have a payment method on file, you will receive an email with a link to make payment online. If you wish to update your payment method, please do so by logging in to your account and clicking "My Cards" on the left section under "Quick Links". If you are having trouble or have any special requests for payment, please contact our team at orders@stokebridge.com.

If you wish to have payment terms with Stokebridge Brands, you will first need to have 3 previously shipped and closed orders. You can submit your credit references to orders@stokebridge.com. Your approval may take up to 5 business days and approval will depend on current credit worthiness. You are not guaranteed terms after the initial 3 shipped and closed orders.

We will be offering seasonal and periodic promotions from our newsletter so make sure to open them to check for discounts.


Viewing Orders

You can view your live order at any time using the online tools in your "My Account" page. If you wish to update any pending orders, please contact us immediately at orders@stokebridge.com


Updating Account Information

You may update your account information at any time using the online tools, or you may contact our team at orders@stokebridge.com. Some updates may require approval from our team which may take up to 24 hours.


Cookies on our site

Just like cookies and milk; Stokebridge Brands needs just a short dip of your experience on our site to make this absolute perfection for you.

No worries - your data is safe. We don't share any of this information with third parties. Cookies are short pieces of data that are sent to your computer when you visit a website. On later visits, this data is then returned to that website. Cookies allow us to recognize you automatically whenever you visit our site so that we can personalize your experience and provide you with better service. We also use cookies (and similar browser data, such as Flash cookies) for fraud prevention and other purposes. If your web browser is set to refuse cookies from our website, you will not be able to complete a purchase or take advantage of certain features of our website, such as storing items in your Shopping Cart or receiving personalized recommendations. As a result, we strongly encourage you to configure your web browser to accept cookies from our website. If you ever have any concerns about your data, please feel free to contact us at order@stokebridge.com.