Custom Orders, Returns & Project Terms

Because much of our work is custom, made-to-order or cut/machined specifically for a customer, terms differ from ordinary retail merchandise.

Custom & Made-to-Order Work

Custom project sales are final. A 50% deposit starts the project, with the remaining 50% due upon completion before the work leaves our facility. Material procurement, machining and fabrication may begin after the deposit is received.

Custom-Cut & Processed Lumber

Lumber that has been selected, cut, surfaced, moulded, dried, finished or otherwise processed to customer specifications is not returnable except as specifically agreed in writing.

Natural Hardwood Characteristics

Solid wood varies in grain, color, figure, knots, mineral streaks, live-edge character and other natural features. Solid wood also responds to changes in temperature and humidity. These characteristics should be considered when approving material and project specifications.

Damage or Order Issues

Any shortage, incorrect item or visible damage should be documented promptly with photographs and order/shipment information so the issue can be reviewed. Freight claims may also be subject to the carrier's documentation and reporting requirements.

Written Quote Controls

For custom and commercial work, the accepted written quote, invoice or project agreement controls the specific scope, dimensions, material, finish, delivery terms and other project requirements.