NOTICE: We will be CLOSED October 22-November 12th. NO ORDERS WILL SHIP WITHIN THIS TIMEFRAME! Item lead times are posted on each listing. Depending on the item, orders are shipping before the 22nd or after Nov 12th. All clients receive an email after purchase with your estimated shipping date. If you have questions please contact us prior to purchase!

Returns, Refunds & Cancellations

RETURNS/REFUNDS:

As everything in our shop is made to order we do not accept returns/exchanges. However, we do want you to be a happy customer. If there are any issues with your order please contact us within 48 hours of the order being marked as delivered so we can work with you to try to come to a solution. Photos of your item and any mistakes, damage, etc will be requested. Please never throw anything away, including shipping boxes until the issue is resolved as the carrier may require surrender of item, packaging and packing materials. 

Please keep in mind things such as variations in shading of the stains, wood grain patterns, knot placement, etc... that are inherent to staining and creating with natural wood are things we cannot control. Wood grain patterns, knot placement and the final shade of items will vary from piece to piece and from the sample photos as that is the nature of wood and stains. As the wording is hand painted expect variations in the painted wording such as letter thickness, spacing, height, flourishes, etc.

-We are happy to work towards a resolution for issues such as; damaged items (please keep item AND send photos of damage) or things that are mis-spelled or made incorrectly by the instructions/description provided. We do not offer replacements or refunds/discounts for items made to the customer's selected options and details left for us (ex; if you spell something wrong that's obvious we do our best to reach out to correct- however, we generally DO PERSONALIZATION AS IT'S LEFT so please make sure to double check all wording prior to placing your order!

-As a small family business, we work hard and do our best to ship out beautiful, personalized items. Much of the time handmade/hand painted for you. So please understand there is not much we can do about issues related to wood grain variation, wood characteristics on items (ex; knots, natural wood slits, etc), variations in shading on items, color variations, etc. Each piece is unique and different. None will match photos identically. Due to the handmade nature ALL dimensions are approximate and may vary slightly piece to piece and from the dimensions listed in the listing.

-We treat our clients with the utmost respect. We expect the same treatment in return. We never send items out carelessly or "thrown together". Please understand that any threats, accusations, swearing, bullying, review extorsion, or unbecoming behavior will be met with emails/messages that will not be answered.  "Always be kinder than necessary"-James M. Barrie

-Please understand we cannot refund rush orders that arrive later than expected. Rush orders are paid to ship by a certain date. We cannot control the carrier, only when the item is given to them. 

-In the RARE event we allow a return of an item that is as described and not damaged, the customer is responsible for the return shipping cost and any loss of value of the product when received. Items returned must include tracking numbers and insurance in case of damage and be sent back new and unused. 

 

CANCELATIONS:

We can only honor cancellations requested within 24 hours after the order has been placed as many orders are started the next day (they do take time to build, stain, dry, etc) to refund in full.

After that, if a cancellation is made the order will be subject to a 20%+ cancelation fee for any time/materials already spent/used on your order, depending on how far along your order is. We CANNOT cancel orders that have already been completed OR personalized orders in which your personalized information has already been added to the item. 

 RUSH ORDERS- Please note we CANNOT cancel rush orders once they are placed. We reserve a special time to complete your order, therefore we do not offer cancellations on rush orders.

 

UNAUTHORIZED RETURNS/ITEMS RETURNED TO SENDER DUE TO ADDRESS OR OTHER ISSUES

If an item is returned to us unauthorized (ex; refused, returned to sender, address problem when we ship to the address left on the other, etc) we will have to charge/subtract from any refund that MAY be issued;

  1. The cost we paid to ship it to you (whether the item had "free" shipping or not, we still have to pay to send it to you, this cost will be taken from the cost of any refund.
  2. The cost the carrier charges to return the item to us (UPS WILL charge shipping equal to original shipping for a returned to sender item)
  3. The cost to re-ship the item to you if you wish to have it re-sent to a DIFFERENT address than the original if the item was returned to address issues
  4. If the item is NOT re-sellable (ex; personalized or extremely customized to colors that are NOT common ex; silver paint on dark walnut stain) we CANNOT refund ANYTHING if the item is returned to us
  5. If the item can be resold and you do not wish to reship it, or we do not hear back we will issue a refund minus #s 1 and 2 above AND percent fee on the total cost of the order to "rework" the item to be useable for another client. As everything is made to order, depending on how specialized the options ordered are the fee is 30-100% (ex; we cannot remove silver paint from natural stain and the combo is never ordered so... the item is useless that would incurr a NO refund situation). 

IF you write "Return to sender" or return as an unauthorized return;

Please see 1-5 above.