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, 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. 

-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 from advertised dimensions.

-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, 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

If an item is returned to us unauthorized (ex; refused, returned to sender, etc) or is returned due to an error in address (we ship to the address you provide- please double check for accuracy!) it is subject to a 50% MINIMUM restocking fee if not personalized. Buyer is responsible for paying to reship item returned due to incorrect or incomplete address.

Unauthorized returns of personalized items, depending on the nature of the item, are not entitled to ANY refund if the item cannot be reused due to personalization. Buyer can pay to reship items returned due to incomplete or incorrect address or forfeit item purchased.

Please note, in the VERY RARE instance where a correct address is provided (which the delivery company can confirm it's correct or not) and an item is returned to us, we will work it out with the buyer on how to move forward. In over 30,000 orders we've only had this happen once and USPS confirmed it was correct and paid to re-ship the item.