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The Melanie List
When we brought Mel onto the team, we were - and are - thrilled about her capabilities as they relate to creating insanely cool Extreme and Factory Customized models. In our excitement we overloaded her schedule and as such, fell behind on delivering models by Mel in the timeframes we had hoped. We've communicated delays to customers but we also wanted to create a specific work list that you all can see, so you can see where your models are in her list! Mel is supported by a fantastic team of Customizing artists as well, so where appropriate she is getting team help and directing the process and approving the final look before these models go into paint. But, in just as many cases, the model design is complex enough that it just needs to be done by Melanie's specific two hands, and there are just not enough hours in the day!
If you have a model in the list below, please know that we are intensely focused on getting these caught up and out the door, and have made significant progress in recent weeks and months. Thank you for your patience, and the piece will be worth the wait - especially since our primary take-away from this experience is that Mel's talent and skill with Extreme Factory Customs is not best suited for larger runs, and so these will be rare in the future and not often offered again outside of One of a Kind contexts.
Here is where she's focused now:
The below lines are actively in progress and should be finished in the next 1-2 weeks and headed into paint:
- December Design-A-Horse Arabians - nearly finished in Customizing, forelocks need final carving and then into paint
- Design-A-Horse Platinum Extreme Factory Customized Irish Cob - nearly done with mane and tail application, needs feathers and then into paint
- Terminally Online March - In Progress Now: Final touches
- Year of Poe March - In Progress Now: Antlers are cut out, next is application and final carving
- Elemental Lightening April - In Progress Now: Needs tails and final head turns, then done
Up Next:
The below lines are up next for Mel's time and all have had their customizing and prepping started:
- Terminally Online April
- Terminally Online June
- Terminally Online July
About The Process
The Prep and Cleaning process encompasses the bulk of the work we do on our models at Stone. We meticulously remove seams from the molding process, straighten legs, polish the whole sculpture, and do all factory customization spanning from mane and tail swaps to all levels of intensive one-of-a-kind sculpted and carved customization and more. Each model passes through at least 5-6 pairs of hands on its way into the paint room, each person an expert in their stage of the process. In general, it takes models about 2-3 months to move from raw blank sculpture to finished painted piece ready to ship.
When your item enters the paint and finish department, you can generally expect it to take about two to three weeks before it progresses to the shipping or final finishing stage. The duration in this department can vary based on the complexity and volume of items being processed at the time.
Once the initial painting and finishing are complete, the item moves to the final finishing stage, which can add an additional two to three weeks to the timeline. This stage involves meticulous attention to detail to ensure the highest quality finish. We have made significant investments and improvements to our finishing processes in 2025, but we are still impacted by extreme weather and humidity. After the finishing touches are applied, your item will be transferred to the shipping department.
It may take a couple of weeks for you to receive notifications regarding your model's shipment once it reaches the shipping stage. This period allows for a final quality control check, and the coordination of logistics and preparation for safe delivery. An intensive final quality check is done on all models prior to wrapping and shipping, and if anything is discovered, your model will be sent back into paint for touch-ups as needed prior to shipping. This can cause delays, but we always want you to recieve a model that was not rushed and is of the highest quality you expect from us.
If the run you are waiting on appears in more than one stage of production, please be aware that some pieces from a run or series may move ahead of others. Different sculptures take different types of work through the process, and this occasionally results in (for example) Literature runs being finished 'out of order' and a later month shipping before a previous month, or parts of multiple months shipping at the same time. This means that your order might be split into multiple shipments even if ordered on the same day, spread out over several weeks. Consequently, you might receive different parts of your order at different times.
While we do our best to combine orders as we can, it is often not possible. Our top priority is to ship your models well-packed and as quickly as possible while maintaining our highest quality. Holding horses aside to combine with other models that are in other steps of our processes creates opportunity for error, and additional handling of models is always avoided where possible. Our boxes are not generally designed for multiple large horse occupants, and it is safer to ship in smaller groups.
Checking In on Your Order or Making Changes
If you would like more detailed information on where in our processes your specific model is, you are always welcome to email us at service@stonehorses.com and we will track down your order to confirm its position in the process flow. Depending on volume this may take a couple of days, but we will always get back to you within 2-3 business days. You can also call to check in, but depending on time availability we will likely need to give you a call back.
To request changes to your order, please make that request by sending us an email at service@stonehorses.com. Some changes are not possible depending on the specific run or circumstance, but in general you can request changes up until you receive the shipping notification or within 10 days of your purchase, whichever comes first.
If you have moved, you MUST let us know by emailing us at service@stonehorses.com. Even if you have changed your address on your stonehorses.com account, that DOES NOT retroactively apply to prior orders that are already in progress, only to orders placed on that day going forward. The only way for prior orders to be shipped to your new address is for you to reach out to us with your new information. We cannot be held responsible for orders shipped to an old address if you do not inform us of your address change. You will get an emailed shipping notice for every order that shows the address we will ship the model to, and that is your final opportunity to immediately call or email us to let us know the address is old or incorrect.
Monthly Sales Releases
Monthly Sales Releases will appear in the Stone Store on the New Releases Page.
1st Friday: GemStones Series at 2:00 PM ET, Seasonal Special Design-A-Horse at 2:00 PM ET
2nd Friday: Literature Series at 2:00 PM ET
3rd Friday: Exciting Elementals Series at 2:00 PM ET, Stone Tribute Series at 2:00 PM ET, The Rule of Three Series at 2:00 PM ET
4th Monday: The Rule of Three Chips at 2:00 PM ET
4th Friday: Terminally Online Series at 2:00 PM ET, Perfectly Performance Series at 2:00 PM ET
Additional Highlights:
Endangered Species Series, World Cultures Series, Vintage Chips Series: One-of-a-Kind Models Scheduled Monthly
$99 Chips: Available on the 1st business day of most months at 1:00 PM ET
Design-A-Horse: Don't miss out on Design-A-Horse on the 1st business day of the month at 2:00 PM ET
GemStones: Guest Artist One-of-a-kind pieces at fixed prices, usually for sale on the first Friday of the month at 2:00 PM ET
Surprise Chip Drop: Once monthly there is a release of Chips with a theme that relates to that month in some way. Sometimes these are surprises and sometimes these are announced, you never know!