Frequently asked questions

Promise & Pine is a Birmingham, AL–based studio specializing in personalized keepsakes crafted from premium materials like wood, acrylic, leather, and glass. Our mission is to celebrate life’s meaningful moments through thoughtful, handcrafted design.

We offer collections including:

- Chisel Collection – rustic and refined wooden pieces - Luxe Collection – elegant and upscale designs - Etched Collection – engraved glass and acrylic items

Every product is made-to-order and customizable to reflect your story.

We currently ship within the United States. Shipping rates are calculated at checkout based on your order’s size and destination. Free shipping may apply for certain promotions or order thresholds.

Processing time: Typically 5–10 business days before shipment, depending on product complexity.

Shipping time: Varies by carrier and destination. Tracking info is provided once shipped. Peak seasons: May cause longer production timelines.

No, custom and personalized orders cannot be changed, canceled, or returned once production has begun. All sales are final after customization starts.

If your item arrives damaged or defective:

1. Contact us within 3 days of delivery at info@promiseandpine.com. 2. Include your order number and photos/videos of the issue. 3. We'll review your request and, if approved, arrange a replacement or refund.

Promise & Pine is not liable for errors caused by incorrect personalization details submitted by the buyer. Please review all custom input thoroughly before ordering.

Promise & Pine is not responsible for carrier delays, lost packages, or issues due to incorrect shipping information. We can assist with tracking inquiries, but refunds are not issued for such circumstances.

Have a question or custom request?

Email: info@promiseandpine.com Call: (256) 749‑7831 Address: 269 Lyon Lane, Birmingham, AL 35211 Hours: Monday–Friday, 10 AM–6 PM

Feel free to reach out via email or phone for personalized assistance. We’re here to make your experience seamless and memorable.