General Shipping
We ship all of our orders in clean and new brown cardboard boxes, using brown paper tape. Some of our products are pre-treated in mineral oil, thus we wrap them in brown craft paper to protect them from drastic moisture changes. Our products have a great box opening presentation. We don’t use Styrofoam at all in our packaging. We use bubble wrap, cardboard corners, curled wood shavings and craft paper.
We ship within the contiguous USA only; we do not offer international shipping. We carry an inventory of our products, but have a large number of wood products. Should something need to be manufactured, the lead time for that product is several days to a few weeks. Generally, orders placed with us will leave our warehouse within two business days. Occasionally, due to unforeseen circumstances, an order may take longer to ship. Although your item(s) may ship out immediately, it may take longer than that to receive your tracking number. Tracking numbers will be sent you via email as soon as that information becomes available to us. Generally we will ship all orders via UPS. We reserve the right to use any carrier.
Damages & Exchanges
Your satisfaction is our top priority. We sell only the finest quality products, so we rarely have problems with any of our products. But if your item is damaged or defective in some way, we'll make sure you're taken care of. If your item has a defect, feel free to contact us.
Returns
Please find your specific situation from the list of scenarios below to learn how we handle that particular situation:
1. You decided to cancel your order
If the order hasn't been shipped out yet, we can cancel the order and issue you a refund with no penalty. If you do not cancel the order until after it has already been shipped, your situation will be handled according to situation 3 below.
2. You've received the product, but you've decided you want to return it
If you receive an item and decide to return it, you can do so by UPS if, and only if, all of the following requirements are met:
1) The item must be unused, with no cuts on it.
2) You must contact us to notify us that you'd like to return the item, within 30 calendar days of receiving the item.
If you return an item without the above requirements being met, the item will be refused and come back to you and no refund will be issued. If you meet the above requirements, your refund will be issued in one of the following two manners:
1) You can receive the full amount you originally paid for the returned item, less our actual cost for shipping and handling, as a store credit, OR
2) You can get a refund for the amount you originally paid, LESS a 25% restocking fee and our actual cost for shipping and handling.
In either case, you are responsible for return shipping charges to return the product to us.
3. You refuse the delivery of your order, and it comes back to us
If you refuse an item and it comes back to us, you will be issued a refund LESS a 25% restocking fee and our actual cost for shipping and handling. If the item is damaged during the shipping process, no refund will be issued until the shipping insurance claim process is complete. Once the shipping claim process is complete, you will be issued a refund in the amount we are reimbursed by the shipping company, minus the amount the shipping company charges us for the shipment to you and back to us. If the shipping company does not approve the claim, we are unable to provide a refund.
