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Our Return Policy |
Full Assembly / Shipping Charges |
| Among our many options you can select is the option of Full Assembly. Full Assembly means that we have completely assembled your product (with the exception of any knobs since those could not ship intact and avoid damage). Our website is very specific on Full Assembly in that it lets you know that in some cases, it can cause your shipping to be higher since we aren't able to package the item the way that we normally would. Sometimes it requires a larger box for instance. By ordering Full Assembly, you have agreed and understood this. In those instances, once the product is packaged and weighed, we will adjust your shipping charge if needed to cover the actual cost of the shipping. We do not charge handling fees, simply the list cost of the actual shipping to get the item to you via FedEx Ground which is always lower than UPS costs. |
Damages |
| We go to great lengths in packing our items to ensure their safe arrival to you. However, in the event that your item arrives damaged, please contact us via email or phone and we will instruct you what to do. We will make a choice to have you either return the damaged item at our expense, or we may simply send a replacement. We will file a claim for damages, but be sure to save all packaging, etc. since the carrier may wish to inspect the package for the damages. Returns MUST be sent back via FedEx or UPS Ground ONLY. We WILL NOT reimburse for more than the standard Ground shipping rate to return a damaged item (even if you had to have it packaged up or if you send it back 2nd Day or Overnight.) It is the responsibility of the customer to retain the original packaging should a return be necessary, therefore we will not reimburse for packaging costs. Items must be packaged up in the same manner as they came to you to avoid damage. We will not accept damaged items upon return. If an item is damaged upon your returning it to us, you will need to file a claim for damages with the carrier. |
| We ship worldwide. Orders to Alaska and Hawaii will calculate using UPS rates. If you email or phone in, we can take your order over the phone and get you USPS rates to those States which will be much less. For Canadian orders, you will need to email or phone in with the product(s) and options you are looking at, as well as your postal code. That way, we can determine the size of box that will be required, as well as the weight of the items. We can then take that information and look up current USPS Priority Mail rates to your postal code in Canada. We do not ship UPS to Canada because you would end up paying broker fees on your end. FOREIGN COUNTRIES: Please phone or email to determine the cost and place your order. Some items are too large and cannot ship to foreign countries via any shipping method that would be reasonable. We will need to know the product(s) and options you are wanting to order as well as your full address so that we can determine what the cost for shipping would be for you. |
Defects |
| As with any handcrafted item, a small defect can occur. All of our products are handcrafted with pride, not factory machine mass produced. However, rest assured, that no piece leaves our workshop with a major defect. Any major defects found will be repaired before shipment. Finishes are triple inspected prior to shipment. We do not manufacture high-end cabinetry. We custom handcraft a high quality product for you. What's the difference? With high-end cabinetry, the cabinet shop sweats every little detail. They bookmatch woods for grain, every piece is not only sanded but hand polished. Every joint, every cut, every swirl mark is held to the highest standard. You can have this level of detail, but if you can even find a cabinet shop willing to make a product such as these for you, they WILL charge you three to four times the price. We produce a high quality product and it satisfies 99% of our customers. We get very few returns each year. We spend enough time on the product to do a nice job with it, but we don't get into high-end level of detail. |
Change Orders |
| If you make changes to an order after 24 hours (when work has commenced on your order), a Change Order fee of 15% will apply. If your shipping address changes before your order ships, please let us know. Fedex does charge a fee for package re-routing. If we are not informed of your address change, we cannot know that you have moved. If Fedex charges us a package re-route fee and we did not have your current address at the time of shipment, we will charge that fee to your order. |
Cancelling Orders |
| Our products take time to make. They do not simply spit out of a machine! Our typical lead time can range anywhere from 3-6 weeks which is dependent on a number of factors such as the number and complexity of orders we're currently working on, type of product you are ordering, etc. We do offer a couple of options which can help you if you need a product faster. Those options are explained on the website under the Customization category. Because we try to minimize the lead time on our products as much as we can, we use suppliers which produce our cabinet doors and/or glass. These parts are ordered from our suppliers within hours of receiving an order on our site. Our suppliers do not allow cancellations and/or changes to an order after 24 hours - this is standard industry practice. So when an order is cancelled by the customer, we are left with those parts and pieces, and it could be months or even years before we have another order which would use those exact size parts - especially with all of the customizations and sizes we offer. That is why when your product is already being built, and you must cancel your order, a restocking fee most definitely WILL apply. This restocking fee can be up to 75%. It is not our intention to profit from cancelled orders, we are merely recouping our costs. |
About Wood Products |
| Any genuine wood product breathes. Wood is porous and so it naturally either accepts moisture or evaporates moisture so that it can match the moisture level of the air surrounding it. This natural process can cause things such as slight warping, bending or seam shrinking, etc. to occur. This is not a manufacturing defect, but rather a natural characteristic of real wood. About stain finishes: Since our products are made from solid wood, if you order a stained finish such as Espresso, do not expect it to look like something you would buy in a store. All store bought finishes on shelves and most put together type furniture are computer generated laminated finishes. These are not true solid wood stained finishes. Our stained finishes will look different because the stain brings out all the nuances in the wood grain. That is the beauty and charm of solid wood products. And since no two trees are identical, no two pieces of wood will take stain the same way. And even different stains will absorb into the wood differently. Water based stains such as Espresso absorb very quickly into the wood - faster than you can wipe it! However, oil based stains penetrate the wood slower and sometimes produce a more even color finish. |
If You Need To Make A Return |
| We want you to be able to order with confidence! Even though our products are custom built, we want you to be satisfied with your purchase. While we have every intention of getting you what you've asked us to do and want you to be happy with it, we know sometimes that just won't happen. So just give us a call. We will either work to make it right for you, or you can return it for a Refund** within 30 days from receipt of the order. We want to be certain that our customers understand that we are not a retailer such as Wal-Mart where anything and everything can be returned for any reason. We are building custom products with your specific choices and options. It is UNHEARD OF for any custom-built manufacturer to offer a guarantee of this type. Typically, with custom products, there is no refund of money, period. But we do things a little differently and always have. We DO NOT, however, refund shipping, customization options, special service fees such as Priority Service, Rush Service or Custom fees. This is because you have requested a service which is above and beyond our normal services or products, and/or you have made specific customizations to the product which limits our ability to resell the product. Products which have been customized with options labeled Designer Series on the product's options page are NOT returnable under any circumstances. This is because these options are not often selected and it severely limits our ability to resell a product. This product guarantee is offered to you for your protection and comfort, but it is intended to be an option of LAST RESORT, not an option of first choice! We are not a Try it before you Buy it company. Our products are custom built according to YOUR choices. Like any other retailer, returns simply cost everyone more in the form of higher pricing. Although we could rarely foresee a need to use it, we do retain the right to refuse any return at our sole discretion and/or to assess a restocking fee at our sole discretion (depending on the circumstances of the return and the type of product being returned). PLEASE BE SURE THAT YOU CONTACT US PRIOR TO RETURNING ANY ITEM. If an item is returned to us without a Return Authorization Number, NO CREDIT WILL BE ISSUED. Returns due to color not being what you thought it should be are NOT ACCEPTABLE and will not be authorized. That is why we provide you with free sample chips so that you can see what a good representation of the color will be. We've even provided you with a link on every website product detail page to make requesting those samples easy and convenient. |
If You Need To Make an Exchange |
| We are certainly happy to exchange one product for another. In these circumstances, we will exchange the item for you, however the customer is responsible for shipping costs both ways and a minimum of 15% restocking fee will automatically apply. The request for exchange MUST be done within 30 days of receipt of the item, and the item being exchanged MUST be sent back to us UNDAMAGED. If the item reaches us damaged in any way, we cannot exchange it and cannot process a refund. The customer will need to file a claim with their carrier for the damaged product. We will hold the product for the carrier's inspection for two weeks, after which we will dispose of it. If you do need to return an item, please contact us first via email or phone and obtain a Return Authorization Number. We will give you instructions for returning the item. Write the Return Authorization Number on the packing list and enclose it in the box. Customer is responsible for the cost of return shipping. Please DO NOT send us back an item that you have damaged, attempted to install, stained, painted or otherwise modified it from the original condition in which it left our facility! Please, pack it well! WE CANNOT ACCEPT DAMAGED ITEMS BACK! If an item is damaged upon its return, we WILL NOT ACCEPT IT and NO REFUND will be issued. **Refund will be of the purchase price, less customization options, special service fees, Custom fees, Priority Service, Rush Service or Full Assembly fees, and any restocking fee that may apply. |
Personal Checks |
| We do accept personal checks, however, there is a 10-day hold placed on your order while your check clears. |
Substitutions |
| We reserve the right to make minor changes to any item from what may be pictured on the website or in our advertising. However, any changes will not materially affect the use or design of the item. |
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