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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.
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 Release Schedule:
1st Friday: Flowers Series at 2pm Eastern on the Stone Horses New Release Page
2nd Friday: Fantasy or Special Design-A-Horse Series at 2pm Eastern on the Stone Horses New Release Page
3rd Friday: Classic Literature Series at 2pm Eastern on the Stone Horses New Release Page
4th Friday: Menagerie Series at 2pm Eastern on the Stone Horses New Release Page
4th/5th Friday: Zodiac Series at 2pm Eastern on the Stone Horses New Release Page
Additional Highlights:
$99 Chips: Available on the 1st business day of most months at 1pm Eastern on the New Release Page
Design-A-Horse: Don't miss out on Design-A-Horse on the 1st business day of the month at 2pm Eastern on the New Release Page
GemStones: Guest Artist One-of-a-kind pieces at fixed prices, usually for sale on the second Friday of the month at 12pm Eastern on the New Releases Page
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!
