Help & Questions

We're Here to Help

At The Shadow Collection, our goal is to make every part of your experience — from browsing to delivery — simple, transparent, and stress-free.
If you have questions about your order, our products, or how we give back, you’re in the right place.

When will my order ship?

Shipping times vary by piece.

Our handcrafted wooden pieces are made to order and ship within 14–28 days, while rugs and protectors are ready to ship and typically leave within 1–4 days.

Once shipped, delivery typically takes 3–5 business days. You’ll receive tracking details as soon as your order is on the way.

Where can I find tracking details?

Once your order ships, tracking details will be sent to your email. You can also view your tracking information anytime through your account.

Do you offer free shipping?

Yes, we offer complimentary shipping on all orders over $250.00.

Do your products come preassembled?

Yes. All Shadow Collection pieces arrive fully assembled and ready to use.

Wall-mounted items include hardware pre-installed for a seamless setup.
The Bone Appétit Buffet features pre-drilled holes and includes all necessary hardware, thoughtfully packaged for easy attachment.

Where do you ship?

We currently ship within the United States. Orders are thoughtfully packaged using recyclable materials.

Is The Shadow Collection eco-friendly?

Yes. Sustainability is at the core of The Shadow Collection. Each piece is handcrafted from sustainably sourced wood, thoughtfully sourced and built to last. Every detail including our add-ons and packaging are designed to be reusable, recyclable, and responsibly made.

How does The Shadow Collection support animals in need?

A portion of every purchase supports eight rescue organizations across Texas, beginning with Austin Pets Alive! with additional support extending beyond.

Our impact helps provide care, resources, and second chances for animals still waiting for a safe place to land and a home to call their own.

Do you offer custom builds?

Yes! Shadow Customs brings your ideas to life through thoughtfully crafted, custom designs. Begin your request through our Shadow Customs section.

What if my item arrives damaged or incorrect?

If your item arrives damaged or incorrect, please submit a return or exchange request using the form HERE, along with your order number and a photo of the issue. We'll take care of the rest.

What is your return policy?

We want you to love your piece. Eligible items may be returned within 14 days of delivery. Click HERE to request a return.

For full details and eligibility requirements, please visit our Return Policy page. If you need assistance, we are always happy to help at support@theshadowcollection.com.

Need help or have a question?

If you have any questions, we’re always here to help. You can reach us at theshadowcollectionco@gmail.com, and we’ll get back to you as soon as possible.

How can I help?

You can support our mission by sharing our work, connecting us with local shelters, or reaching out to collaborate through our Work With Us page or via email at theshadowcollectionco@gmail.com.