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Policies / FAQs

ORDERS

  • Any online custom orders must be paid in full before being shipped out

  • Due to the nature of the materials, the wood is NOT all the same. Therefore, each piece made is sold in "as is" condition. Characteristics of each piece will vary, such as figuring, live edge, knots, grains, coloring, etc. There are no exact duplicates when it comes to wood.

  • Custom orders take time and a lot of communication, please be as concise as possible when giving instructions on what you would like done. Once a project has started the burn process, it will be almost impossible to make any major modifications. 

  • When going through the steps of your custom ordered piece, please respond to e-mails/messages in a considerate timely manner so that you receive your piece in your specified time span.
     

PAYMENT OPTIONS

  • PayPal. 

  • Cash or check (if local).

  • Cash App 

  • Venmo

  • All custom orders that are $200+ or have arrangements for a payment plan require a 50% deposit. Deposits are non-refundable. After the deposit has been received, if you do not respond to my e-mails within 30 days, the deposit and item is forfeit.

  • Payment plans are available for higher priced custom orders within 3 months. Please be advised, your order will still have to be paid in full before being shipped out.
     

SHIPPING

  • All orders will be shipped via United States Postal Service. 

  • Please allow 2-3 days (not including holidays) for processing time unless otherwise stated.

  • You are responsible for providing me your correct shipping information. If it is wrong and an item is returned due to incorrect information, you will be charged the shipping fee to have it re-shipped to the correct address.

  • If you would like to request faster shipping for any reason for a small additional fee, please let me know ahead of time. The additional charges may be added to your total.

  • You, the buyer, are responsible for any charges incurred due to import fees, duties, and import taxes that may apply. 

  • I am not responsible for delays due to reasons beyond my control such as customs, weather, postal strikes, etc.

  • I will try my best to include tracking information with every purchase, but sometimes this is not given to me by the post office for smaller packages, such as envelopes. 

  • Please allow up to 3 weeks for delivery before contacting me. If you have not received your order within 3 weeks, please contact me and I will see if I can find the issue. Your patience during shipping is appreciated!

  • Any custom orders that are gifts have the option to be gift wrapped before shipment for an additional fee.
     

RETURNS

  • All returns/refunds/exchanges for all handmade pieces are decided on a case-by-case basis. I retain the right to refuse/reduce a return/refund if damage was caused by the buyer. However, I will try and right any wrongs that occurred on my end.

  • Custom and personalized items are non-refundable and may only be canceled prior to the start of burning. A design fee may be subtracted from the refund of canceled orders.

  • If any damages occur within shipment, please contact me immediately.

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