FREQUENTLY ASKED QUESTIONS
Everything you're
wondering about
Do I have to send my horse's actual shoe?
That's the heart of what we do - but no. If the original shoe isn't available, we can supply a genuine horseshoe for your piece (a $25-per-shoe option in the designer). It's a popular choice for gifts.
My shoe is really rusty. Is that a problem?
Rusty is our specialty. Heavy rust, scale, and years of weather come off in our restoration line. Severely corroded shoes get an extra preparation stage. Please don't clean the shoe before sending it - ship it exactly as it is.
Will all the dents and wear marks be polished out?
No - and that's deliberate. Honest wear, nail marks, and pitting are the proof this is really your horse's shoe. We polish away rust and years, never the character. If you'd like maximum shine over maximum character (or vice versa), leave a note in your order and we'll tune the finish.
How long does it take?
Typically within four weeks of your shoe arriving. We deliberately cap weekly intake so craftsmanship never rushes. Need it sooner? A limited number of 10-business-day rush slots are available each month in the designer.
Is my shoe safe with you?
We treat every shoe like the irreplaceable object it is. The moment it arrives, it's photographed exactly as received, tagged with your order number, and tracked through every production stage. You get an email (and a text, if you like) at each milestone - including a photo record you can see in your account.
How do I send horsehair, ribbons, or photos?
Include them in the box with the shoe: hair in a sealed zip bag, photos protected between cardboard, ribbons folded flat. Everything is logged on arrival. For hair keepsakes, a pencil-thickness lock about 10 inches long is ideal.
This is a memorial for a horse I've lost.
We're so sorry - and we understand what this piece means. Mark the memorial option in the designer and we'll handle your shoe, and every note we send, with extra tenderness. Many customers tell us the finished keepsake helped more than they expected.
Can you preserve two shoes together?
Yes - the Legacy Double is our flagship: two polished shoes in a larger premium frame with an engraved plate and up to two story elements (photo, horsehair, ribbon or rosette).
Do you share photos of my horse or their story?
Only with your explicit permission, which we ask for separately in the designer. No permission, no sharing - ever. Your story stays yours.
How do I check on my order?
Visit My Orders and enter your email - we'll send a secure one-time sign-in link (no password needed). You'll see a live timeline of your keepsake's journey, including intake and final photos.
Do you ship internationally?
Not yet - we currently ship within the United States only. Join the newsletter below and you'll be the first to know when that changes.
What if I have a question you haven't answered?
Ask away - a real person who works on the shoes reads every message, and we typically reply within one business day.