Frequently Asked Questions

Cancellations

Cancellations are only accepted within 24 hours of the order being placed. We cut, mill, plane, sand, stain, finish and assemble each piece ourselves. This process begins within 24 hours of the order being placed and cancellations are not accepted once production begins.

Return Policy

Customers must contact us through Etsy messages within 24 hours of receiving the item. If it's been more than 24 hours after the order was delivered, a 30% restocking fee will be issued. If more than 30 days have passed since delivery, we will not be able to accept returns on any item for any reason. Details and pictures are required if there is an issue with one of our pieces. Customers are responsible for the return shipping cost of their item.

Our pieces are handcrafted, custom and made on demand for each customer. Returns are accepted for certain issues, such as the wrong item being sent. We do not accept any return orders based on variances due to the unique character or imperfections of the wood or minute size variations.

Wood Dimensions

In the lumber industry boards vary in actual size compared to the size a lumber provider uses. For example, a lumber provider lists a board as a 2" thick x 12" wide. This board will actually measure approximately 1 1/2" thick and 11 1/2" wide. Once milled and planed, the board will measure approximately 1 1/4" thick and 11" wide. To avoid confusion, we use actual measurements for our listings vs calling a board a 2"x10" or a 2"x 12" and so on.

Changes To Your Order

The process to build one of our items is usually 7-10 days. If you have a change request please reach out to us as soon as possible. We may be too far along in the process to make the change, but we will do our best to accommodate when we can. Contacting us as soon as possible is imperative to the likelihood of the change happening. Cancellations beyond the 24 hour window will only be accommodated if possible and will include a 30% restocking fee.

Shipping Location Info & Signature Requirements

We offer free shipping within the lower 48 United States. Customers from Hawaii and Alaska will have a surcharge added to their order to cover the difference for the amount we normally cover for shipping and the actual cost to ship to these remote locations. If purchasing from one of these locations, you will need to add the "Alaska/Hawaii" option to your cart from our drop down menu to cover the additional shipping cost.

Please let us know by adding a "Note to Seller" if you would like a signature required for your delivery. There is an added cost for this option, but we understand some customers need that with their physical location.

Shipping Policy for Returned Shipments Due to Bad Address or Refused Delivery

In the event that a shipment is returned to us due to an incorrect address or a refused delivery, the following policy applies:

Refunds: We do not offer refunds for shipments returned due to a bad address provided by the customer.

Resending Items: If you wish to have the item sent to a different address, you are responsible for covering the outbound shipping costs.

Communication: We will reach out upon receiving the returned shipment to confirm a correct new address and discuss the cost for resending the item.

Thank you for understanding our policy regarding returned shipments due to incorrect addresses and refused deliveries. If you have any questions or concerns, please feel free to contact us.

Policy for Reporting Damaged Items

Please report damage to us within 24 hours of receiving the package.

Provide the following pictures via a message. 1. Damaged merchandise inside the box displayed as it arrived to you. 2. Packaging material used. 3. Damaged item outside of box. 4. Close up of shipping label with tracking number. 5. Top and 2 sides of the box. 6. Bottom and opposite sides of the box.

Your phone number to set-up an inspection with shipper at your convenience.

Keep all original packaging materials, including the box, as they are necessary for filing a claim with shipper.

Once all the above information is provided so that we can file a claim, we will begin work on a replacement for your damaged item.