Each and every item is handmade to order so some variation will occur in style and color. What you see online will not be an exact replica of what you will receive but style and finish will be very similar. This is why we do send a photo to you before we ship! We want you to make sure the piece you are receiving is what you expected. We won’t start the shipping process until you approve the photos.
FREE SHIPPING EXCLUSIONS
We offer free shipping on all orders over $799 within the continental United States. This means Alaska and Hawaii are not free. Please contact us for an additional quote. Rural areas, mountainous areas, islands, and areas that a semi can’t access easily may also be excluded as well. If you live in an area that is excluded from residential delivery, we will ship the items to the nearest terminal in your area for pick up. Final decisions on accessibility for curbside delivery will be determined by the shipping company at time of delivery and/or appointment set up.
To put it clearly, if you live in an area that has a dirt/gravel road, a steep driveway, or low lying trees, you are most likely not eligible to receive free shipping with curbside delivery. A semi simply cannot access these types of areas, so please let us know before we ship so we can arrange something that works best for you.
FREIGHT
Large items are shipped via Freight, strapped on to a pallet. Delivery will be to your home via curbside service! This does NOT include inside delivery! The driver will not take your piece into your home or even your garage. It is a liability the drivers aren’t willing to take. If you absolutely need it brought into your home, contact us about White Glove Service before placing your order.
Small items are shipped via FedEx ground and customer may be required to pay shipping charges.
DAMAGE
All damaged items must be reported within 3 days of delivery date. If item is broken, a claim will be filed with shipping company and settled upon claim resolution. Each occurrence is unique, so we will work with you to resolve the matter that is most convenient for you. Please keep packaging and take photos of the broken item as this is necessary for filing claims. If you suspect any damage, please mark “possible concealed damage” when receiving your item from the freight company. Even though there may be no visible damage outside the packaging, sometimes interior damage may occur. This is because each item is handled with a fork lift and if handled roughly, items can break.
DISSATISFACTION
If for any reason you are unhappy with your piece, this must be reported within 3 days of delivery. Sometimes a 15% restocking fee will apply. This does not apply to specialty orders. We do not offer refunds on any specialty orders but will be happy to replace the piece.
RESIDENTIAL DELIVERY EXCLUSION
Certain areas in New York, Maine, New Jersey, Delaware, Pennsylvania and other north eastern states sometimes are excluded from residential delivery. Freight companies have difficulty driving large freight trucks to such areas. Items will be shipped to nearest facility where they can be picked up. This will be determined by the shipping company at time of delivery.
CANCELLATION
Each and every item is custom made, so a 15% cancellation fee will apply if you purchase the item and choose to cancel it after 5 days. You can cancel an order within 5 days without any penalty. The cancellation fee is to recover some cost of material and labor. Our lead times vary depending on the time of year and number of orders in our system for production. The lead time is quoted on the website when ordering. This does not include shipping time. If an order takes longer than the quoted lead time, you may ask for a refund without any penalty and one will be given in full. However, if your item is completed before the quoted lead time and you request any changes to your piece that may post-pone the shipping date, then it is exempt.
Additional Notes
CHANGE REQUESTS
We understand that each piece won’t look exactly like the photo, but we try our hardest to come as close as possible! If you receive a photo of your piece and feel it varies greatly from the original photo, you may submit a change request and our team will work with you to make sure the piece meets your standards. Change requests typically take 3 days, depending on the change requested.
If there are any questions or hesitations, please contact us anytime at 888-666-1113 or send us an email.
