Frequently Asked Questions

Customer Support & Feedback

If you have specific questions about your order, events, or related concerns please email us at service@stonehorses.com or call us at (260) 768-9150.

To change or cancel your order, please email us at service@stonehorses.com or call us at (260) 768-9150.

If you email or leave a voicemail over the weekend, our staff will be in touch with you during our working hours, Monday-Friday 8:30AM-5:00PM Eastern Time.

Thank you so much for being a part of our community!

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Stone Store

How do I buy?

There are numerous opportunities to purchase Stone Horses, including Friday sales, special releases, Best Offers, various events, and the Design-A-Horse feature.

Design-A-Horse restocks on the 1st business day of each month.

Best Offer models go live on Tuesdays around 6pm Eastern Time and are open until the following Tuesday at 2pm Eastern Time.

Every Friday at 2pm on the New Release Page there will be something released for sale.

To find out more about the weekly releases visit our Events & Happenings tab and look for the Calendar drop down option.

Stone Horses merchandise, including t-shirts, stickers, hats, pins, and more, is always available to purchase on our website!

At the end of most months, we offer a selection of samples, One of a Kinds, and other one-off models under the Auctions section of our website.

Keep an eye on our Events & Product Lines Pages for upcoming special events!

Change or Cancel Order

We understand that circumstances can change, and you might need to modify your order after placing it. We’re here to assist you. However, please note that our ability to make changes is limited because the handmade process begins almost immediately after an order is placed as orders move into the model preparation stage.

To request changes to your invoice, please reach out via email at service@stonehorses.com. You can make these requests up until you receive the shipping notification or within 10 days of your purchase, whichever comes first.

Email service@stonehorses.com
Lay-Buy

Proceed to checkout, ensure that you are checking out as a guest. Enter your information, and select Lay-Buy at checkout.

You will then be able to set the terms for your payment plan with a minimum down-payment of 25% and a maximum payoff period of 6 months. Payments will be AUTOMATICALLY drawn from your account once monthly until the item is paid in full. Once the item is paid in full, it will be processed for shipping.

There is a charge to use Lay-Buy's services. Currently the Lay-Buy charges are:
1.9% for orders over $300
2.9% for orders $200 - $300
3.9% for orders $100 - $199
4.9% for orders $50 - $99
$1-$5 for order below $50

To pay off your model early, please email service@stonehorses.com.

Lay-Buy does not do a credit check after the initial time it is used.

Alternatively, ShopPay and Paypal payment options are also available options at checkout. These options allow you to have the horse shipped as soon as it is ready, rather than waiting until it is paid off.

Design-A-Horse

Design-A-Horse becomes available for purchase at 2 PM on the first working day of every month. Customers can select a body and choose colors and markings, providing a unique opportunity to design their own model.

Design-A-Horse bodies change monthly.
Design-A-Horse colors change quarterly.
Design-A-Horse patterns change yearly.
Design-A-Horse bodies are now purchased on the New Releases Page.

1. At pre-announced scheduled monthly times, we will post all available Design-A-Horse bodies in the Stone Store under New Releases.

2. You purchase the body you want, priced at the base price – you do not make any color or pattern selections at the time of purchase

3. After you have ordered, our Design-A-Horse customer service representative will reach out to you via our Design A Horse Concierge email (dah@stonehorses.com) to discuss your design choices. We will take you through the available options as needed, and confirm your color, pattern, and finish details while answering any questions you have about the design or program.

4. We will then invoice you for any additional funds due after you have designed your model. Depending on selections there may or may not be a balance due.

5. Your model will then be produced according to your choices – without having to rush through the builder process.

6. The builder and price lists will stay up and active on our website, so you can still toggle around color choices and visualize your model and budget, but no sales will be conducted through the builder.

Here are some guidelines for working with the builder:

Pick an available body and wait for the builder to load. Once loaded with a sample color and/or pattern, you will be able to select the color, pattern, face marking, leg markings, etc and build your ideal horse. (Please note that some markings are not available with certain patterns. Ex-- Splash cannot have a face marking.)

The illustrations are an approximate example of what your horse will look like when completed. Please know we do our best to get as close to the illustration as possible, though due to the fact that each Design-A-Horse is individually hand-painted by various artists, and computer screens and lighting in pictures can display colors differently, there will be variations in coloration.

Design-A-Horse Builder
Auctions

Step-by-Step Instructions:

1. Visit Our Website: Go to www.stonehorses.com

2. Create an Account:
If you don't already have an account, sign up for one.

3. Log In: Once you have an account, log in to the website.

4. Navigate to the Auctions Page:
Go to the "Stone Store" tab and select "Auctions."

5. Browse Listings: You will find a list of our auction pieces on this page.

6. Place Your Bids: Remember, you can’t bid if you are not logged in!

When on the listing, you will see the auction bid box in place of the purchase tabs. You can bid with a straight bid within the “place a bid” box.

You will enter your bid each time. The amount you enter will be your bid, and it won't increase in increments. The auction will accept bids as current bid as they are typed in. So please choose the bid amount you would like and bid that number. It will be the current high bid.

If you bid within the last 2 minutes, the auction will extend by 2 minutes with each new bid until no more bids are placed.

The banner at the top of the box will be green if you are the high bidder and change to orange-red if you have been outbid.

7. Monitor Your Auction: Keep an eye on your auction until it ends. You will receive emails if you have been outbid, but you can also check the page on our website to watch the progress. The auctions will extend the time by 2 minutes for every bid until bidding has ended to avoid sniping.

8. Auction End: At the end of the auction, both winners and those who have not won will be emailed. If you have the winning bid, you can email us if you would like a finish added, on pieces that have extra finish available.

We will invoice you through our store checkout. All payment options, including LayBuy layaway, are available.

You will have 72 hours from the time you receive your invoice to pay or make arrangements with the Stone Horses team for payment.

Outbid Notifications: You will receive emails if you have been outbid. The link in those emails will return you to the auction to bid again if you choose.

Winning Status: When you visit the site and have bid on an auction and refresh the page, the front icon for the listing will have a flag that shows if you are winning or not.

Proxy/Automatic Bidding: This feature is disabled, and may be re-enabled in the future.

Bid Visibility: The auction will show real-time bids, but no identifying information about bidders.

Self-Outbidding: The auction will allow you to outbid yourself, so it is important to remember your high bid. We cannot correct a bid where you have bid yourself up.

Bid Corrections:
If you enter a bid by mistake, such as including an extra zero, call or email the office immediately. Use Refresh:Please use your system refresh option to have your screen reflect the most accurate data. Using the back buttons may not result in updated listings.

Accuracy: To ensure you are viewing the most up to date information on an auction, be sure you are viewing the individual product auction, not the collection page where you can view many auctions at once. Occasionally, the view from the collection page is not as updated as the view from the individual product page.

Security: As only logged in accounts can bid, the auctions will be safe and secure for our collecting community. We actively monitor new Stone Horses account sign-ups to watch for potential issues. To maintain the integrity of our auctions, we require updated customer information, including names and phone numbers, in your account settings. Bids from accounts without customer contact information may be removed. You can update your account yourslef, call our office, or email service@stonehorses.com. We hope you enjoy participating in our auctions and find the process as exciting as we do! Happy bidding! 

Shipping

All orders are shipped via UPS or USPS and have a tracking number you will find in your order confirmation email.

The time it takes for your order to be shipped will vary based on added finish or pre-order status. Orders are shipped Monday-Friday. Stone Horses is part of the collector community, which means we value clear communication and transparency throughout the order process; check our What's Happening page to check in on the status of your model! 

Shipping and Handling fees are calculated during the check-out process and are based on product weight and your location.

Please double check your shipping address when you receive your order confirmation as we are NOT responsible for packages that are delivered to incorrect addresses. If you wish to change your shipping address after placing an order, please email service@stonehorses.com to notify our staff. We ship to the address indicated at the time of purchase unless otherwise notified.

Refund Policy

Refunds can take up to 10 days to process depending on the type of payment. Cancellations within 7 days of purchase will be refunded 100% of purchase price. Cancelations 8 or more days from purchase will be subject to a restocking fee.

There is a 25% Restocking Fee, calculated from the total purchase price from the model. This applies to models on all types of payment plans, regardless of the total funds paid at the time of customer requested cancellation.

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General FAQ

What does Stone Horses offer?

We make beautiful model horse art, hand crafted from high-quality cellulose acetate plastic, lovingly hand finished by local artists, right here in the USA.

Peter Stone's father, Sam Stone, created the first model horse in 1950. Following in his dad's footsteps, Peter went on to establish his own company of model horses in 1996: Stone Horses.

Peter and Elaine Stone retired in 2024, handing the reins to long-time collector and model horse enthusiast Erin Corbett. Since then, Stone Horses has continued to innovate and push the boundaries of what's possible in Original Finish Artwork, creating the most exciting and unique models in the world.

Our mission is to create exceptional equine art that honors craftsmanship at the highest level, supports working artists, and serves our community of collectors with integrity and care.

Explore our Stone Horses Yearly History Archives to discover a selection of the creations we've brought to life over the years. Our documented history online dates back to 2014!

How are they made?

Our products are 100% American made from the initial mold to the final paint job. Every aspect of our horses is manufactured within the United States – within 3-4 hours of our location in Northern Indiana!

Our team of prepping artists starts with high-quality cellulose acetate plastic horses straight from the injection molding machine, sanding and smoothing the sculptures for a seamless finish.

The customizing team gives our fabulous lineup of sculptures new life, changing their body positions, mane and tail styles, and adding fantasy elements such as horns and wings.

The paint team creates unique OF (Original Finish) equine art using our proprietary paints to render a wide range of realistic and fantasy horses.

What size models do we offer?

Stone Horses models come in four sizes:

Large Stone
1:9 Scale
approximately 9" tall

Pebble
1:24 Scale
approximately 5" tall

Chip
1:32 Scale
approximately 3" tall

Pewter Micro
1:64 Scale
approximately 1" tall

How do I identify my model?

Browse our online archives available documenting models sold from 2014 to the present!

For models older than 2014, posting in our Facebook group is a great way to crowd source for identifying your piece. For a fee, you can also search the database on www.stonehorseref.com. This website is not affiliated with Stone Horses.

Browse Archives
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