Order Policies
Each piece is built to order and produced based on approved drawings and specifications. Because every project is custom, clear communication, timely approvals, and proper site readiness are critical to a successful outcome.
Order Approval & Responsibility
All orders proceed to production based on approved drawings, specifications, and invoices.
By approving these documents, you confirm:
- Dimensions, layout, and configuration
- Grain direction and construction style
- Seams, joints, and board layout
- Sink, fixture, and cutout locations
- Finish and edge profile selections
Once approved, these documents become the sole reference for production.
Verbal discussions, renderings, or assumptions not reflected in the approved documents are not considered part of the order.
Changes & Change Orders
Changes are easiest before production begins.
Prior to production:
- Orders may be modified or cancelled
- Deposits are refundable, less any materials purchased and design or administrative time incurred
After production begins:
- Changes require a formal change order
- Pricing reflects materials already purchased and work completed
- Production timelines will be adjusted based on the scope and stage of the change
- The order may be removed from the production schedule and re-queued
Late-stage changes are limited and may not be possible.
Cancellations
Because all work is custom:
Before production: Orders may be cancelled, subject to adjustments for incurred costs
After production begins: Orders are non-refundable or significantly limited in refund value
Custom pieces are built specifically for your project and cannot be resold.
Lead Times & Scheduling
Lead times are estimates, not guarantees.
Production timelines may vary based on:
- Material availability
- Project complexity
- Shop capacity
Orders may ship earlier or later than the estimated completion date. Customers must be prepared to receive orders within this window. Scheduling conflicts or delays in acceptance may result in additional fees.
Our priority is always the quality and integrity of the finished piece. Wood is a natural material and does not behave with complete predictability. If material conditions or environmental factors affect stability during production, we may need to rework or replace components. In these cases, timelines will be adjusted. We do not compromise quality to meet a schedule.
Customers are responsible for informing us of:
- Travel schedules
- Site readiness delays
- Contractor timelines
Failure to communicate scheduling constraints may result in delivery issues, storage fees, or re-delivery charges.
Production Holds & Scheduling Coordination
We offer production holds to accommodate projects that are still finalizing design or coordinating site readiness.
- A 25% deposit secures material procurement and an initial position in the production queue
- Materials may be purchased in advance to align with upcoming production runs
Production does not begin until:
- Final specifications are provided
- Drawings are reviewed and approved
Once drawings are approved, the order will move into production with the next appropriate run of that material.
Client Responsibility
Production holds require active coordination.
Customers are responsible for:
- Providing final specifications in a timely manner
- Communicating project timelines and any changes
- Confirming readiness for production when requested
Delays in communication or approvals may affect scheduling alignment.
Extended Holds
Production holds are intended for short-term coordination, not indefinite delay. Extended delays may impact material condition and production scheduling. Additional storage or handling considerations may apply.
Payment Terms
Payment terms are outlined in your invoice and must be met for production and shipment to proceed.
- Deposits are required to begin production
- Final payment must be completed prior to shipment or delivery
- Orders may be delayed if payment terms are not satisfied
Storage & Delivery Readiness
Orders must be ready for delivery upon completion.
- Limited short-term storage of up to two weeks may be available upon request
- After the designated window: storage fees may apply or the order may be shipped
We are not responsible for issues resulting from extended storage, including wood movement due to environmental conditions.
Site Conditions & Installation Readiness
The installation site must be ready to receive the product at the time of delivery.
This includes:
- Climate-controlled conditions
- Appropriate humidity levels for wood products
- Completed and prepared installation surfaces
Delivery to an unprepared site may result in:
- Storage fees
- Re-delivery charges
- Increased risk of product damage or movement
Shipping & Delivery Timing
Shipping timelines depend on carrier availability and logistics.
Customers must:
Coordinate with the freight carrier in a timely manner
Be available to schedule and receive delivery
Missed delivery appointments, refused shipments, or scheduling delays may result in:
- Storage fees
- Re-delivery charges
- Additional shipping costs
Inspection & Issue Reporting
All orders must be inspected upon receipt.
- Visible damage must be noted at the time of delivery
- Any concealed issues must be reported within a reasonable timeframe after receipt and prior to installation
Failure to properly inspect and report issues may limit our ability to resolve claims.
Natural Material
Wood is a natural material and will vary in:
- Color, tone, and grain pattern
- Texture and figure
- Seasonal expansion and contraction
- Minor checking or movement over time
These characteristics are inherent to the material and are not considered defects.
Natural Characteristics: Movement & Installation
Solid wood responds to changes in humidity and environment. When properly installed, this movement is controlled and expected. When installation restricts movement or lacks adequate structural support, the material can deform—resulting in cupping, bowing, or twisting.
We recommend submitting project drawings or installation photos in advance so we can confirm compatibility with a solid hardwood top.
Natural Characteristics: Knots & Material Selection
Solid hardwood is not a uniform material. Unlike veneer or engineered products, it will include natural features such as knots, mineral streaks, and variation in grain and color.
- Small, sound knots and natural characteristics may be present
- These are stabilized or filled as needed and do not affect the structural integrity of the piece
These features are part of what defines solid wood and are not considered defects.
Clear Material Requests
If a project requires minimal or no visible knots, this must be specified at the time of order.
- Clear or select-grade material is more limited and requires additional sorting and yield loss
- This will impact both material cost and lead time
If not specified in advance, standard material selection will be used.
External Factors & Delays
We are not responsible for delays caused by factors outside our control, including:
- Material supply disruptions
- Freight or carrier delays
- Weather or environmental conditions
- Project or site readiness issues
Communication Responsibility
Customers are responsible for:
- Providing accurate contact information
- Responding to scheduling and delivery communications
- Coordinating site access and readiness
Delays resulting from lack of communication may lead to additional costs.
Final Note
Custom hardwood work requires coordination between design, production, delivery, and installation. Clear communication and adherence to these policies ensure the best possible outcome for your project.
