Refund policy

Refunds & Returns

Every Poplar & Third piece is made by hand just for you, so we take care to get it right.

Personalized and custom orders
Because each personalized piece is made especially for you, we’re not able to accept returns or offer refunds on custom items once they’re made. If you spot a mistake before we begin, please contact us as soon as you can. We’re happy to change an order that hasn’t been started, within 24 hours of ordering.

If something isn’t right
If your order arrives damaged, or there’s a mistake in your engraving or personalization that we made, please email us at poplarandthird@gmail.com within 5 days of delivery, with a photo. We’ll make it right, with a replacement or a refund.

If your order doesn’t arrive
Please contact us and we’ll work with you to find out what happened.

Non-personalized items
Items that aren’t personalized can be returned within 5 days of delivery if they’re unused and in their original condition. Please email us first so we can send you instructions. Return shipping is paid by the customer.

Refunds
Approved refunds go back to your original payment method, usually within 5–10 business days.

Questions?
Reach us anytime at poplarandthird@gmail.com. We’ll always do our best to make things right.