FAQ

We now ship primarily from our U.S. warehouse in Pennsylvania.
If an item is not available in the U.S., it will automatically ship from our factory in Germany — at no extra cost to you.

You will never pay additional customs fees, duties, or import charges.
Shipping stays simple, fast, and fully handled by us.

This setup allows us to offer:

• Faster delivery
• Lower overall shipping costs
• No customs process for you
• Full transparency and no hidden fees

No. Whether your order ships from our U.S. warehouse or (in rare cases) from Germany, there are no hidden costs for you.
We handle all customs, duties, and import processing.
Your order will arrive without any surprise fees.

To start a return or exchange, please contact us at shop(at)steinbach-shop.com or via our contact form.

Important notes:

• Returns must be reported within 7 days of receipt.
• Items must be complete and include all original packaging.
• Defective/damaged items: You’ll receive a free prepaid return label.
• Exchanges for non-defective items: A $20 handling fee per package applies.
• Non-defective returns: Customer covers return shipping plus any customs fees we incur.
• Personalized items (unless defective) cannot be returned.

Please report damage within 7 days through our contact form.

Please include:

• Your full name
• Order number
• Item number
• Description of the issue
• Photos of the item + inner and outer packaging

We will replace the item immediately.

As soon as your package is handed to the carrier, we send a tracking link by email.
You can also check your customer account anytime.

The Steinbach company from Marienberg in the Ore Mountains, Germany has been producing nutcrackers, smokers and miniature figures for over 200 years.

As a manufacturer, the Steinbach company stands for top quality from its own production in Germany and still maintains a long-standing tradition, attention to detail, creativity and the finest materials to this day. The basic building blocks for quality and a long and successful company history. The entire production process from creation through sampling to final production takes place in our factory in Germany: Each step, every detail and every brushstroke is carried out with care and dedication.

The name Steinbach is derived from the surname of the founding family Steinbach. Many eventful years have followed for the company to this day. If you want to find out more, you can read our company history here.

Most U.S. orders ship directly from our Pennsylvania warehouse, usually arriving within a few business days.

If an item ships from Germany, transit time is typically 2–5 business days after pickup — still fast and without extra charges for you.

We ship within 1–3 business days after order placement.

To ensure fast dispatch, processing begins immediately after checkout.
Because of this, we cannot cancel or modify orders once they are submitted.

Shipping takes place Monday–Friday.
Orders placed on weekends or holidays may experience small delays.

Yes — items that are temporarily sold out may be pre-ordered.
The expected release date appears on the product page.

All items ship together once the pre-order item is ready.
To receive available items sooner, place a separate order.

We offer all major secure payment methods via Shopify Payments:

• Credit cards (Visa, Mastercard, American Express)
• Apple Pay
• Google Pay
• Shop Pay
• Shop Pay Installments (Buy Now, Pay Later)
• PayPal

All payments are encrypted, secure, and industry certified.

You will receive a automatically payment confirmation by email as soon as your payment has been booked in our systYou will automatically receive a payment confirmation email once your payment is processed.
If you have questions, contact us via our contact form.

Use your tracking link to:

• Redirect the package
• Change the delivery date
• Send it to a pickup point or neighbor

If assistance is needed, contact the carrier directly.

Defective returns: Full refund or replacement.

Non-defective returns: Refund of item price (excluding shipping).

Refund processing: up to 10 business days after receiving the return.

Posting to your payment method: up to 5 business days.

Enter your voucher or discount code in the Vouchers field in the check out area before checkout.