Frequently asked questions

Will my products be exactly as shown?

No. Wood figure and density varies from one piece to the next and as a result each piece will stain differently. Also, due to differences in display screens, your screen may not be displaying the actual colour you order.

How long will it take to receive my product(s)?

We aim to start production on your product(s) right away so it should be ready to ship in 1-2 weeks but things happen and sometimes materials and supplies are delayed, or we may be busier than usual. These things will all postpone the possible shipping date. We'll do our best to keep you up to date on the progress of your order.

How much does it cost for a custom design?

It depends. A lot of factors affect design time. The level of detail, complexity of the design and intended use of the final product all affect how long it will take to complete your design. Each custom project will have to be quoted on an individual basis. To start these discussions, please email us through the Contact Us page and give a description of what you're looking for.

When do I pay for a custom order?

Design time must be paid before work begins and is non-refundable. For construction to begin on custom builds a 50% non-refundable deposit is required.

Can I cancel my order from the catalogue?

Maybe. That will depend on the item, timing and reason. Customized orders are not refundable but we'll consider refunds on standard items. Once an order is placed and payment received we'll start building your item. If you cancel your order before it ships we'll refund 100% of your money. If the item has shipped and you wish to cancel while it's still in transit you'll have to return the item in its original condition before any refunds are issued. When we receive the item back in the same condition we sent it in, we'll initiate the refund. No refunds will be given for damaged goods. Shipping costs will not be refunded. 

What if my item is damaged when I receive it?

We'll do our best to protect your product during shipping. Of course things happen and damage occurs. If this happens to you send us photographs of the product and the packaging (before you open it). If the damage is determined to have been the result of the shipping process we'll either refund your money or send you a new item.

What if I'm not happy with my custom design? Do I get my money back?

A series of preliminary questions will be asked to determine if we can and will do your project before a quote is prepared. We reserve the right to refuse any work that we feel is out of our scope or does not align with our values. If after these discussions both parties want to move forward, a quote will be created. Once accepted and payment received the payment is non-refundable.

To ensure the best chance of getting exactly what you're looking for, be as clear and as descriptive as you can about what's in your head. You need to tell us what you're picturing with as much detail as you can provide. Sending examples of something you've seen never hurts either. If the project moves forward, you will have to approve the final design but there is a limit to the number of changes that can be made to the design before additional fees are charged. This is why it's important that you're as clear as you can be up front.