Customer Service Policies

How to Order
Simply order online with our step-by-step process. Of course, if you need assistance finding the correct item, discussing a custom project, or if you have questions, you can always call or email us for personal help. Our customer service representatives are here to help you Monday – Friday from 7 AM – 4 PM PST (West Coast).

Phone: 310. 596. 2919
or email us.

Yes, you can talk to a real person! Many of our artisan-crafted products are made to order with many different options and styles. Our products generally require some consultation to make sure you are getting exactly what you want and avoid ordering mistakes. The best way to contact us is by phone so our customer service representatives can better understand your design criteria, budget, time frame, and vision for your project. We also respond quickly to email inquiries. It helps if you provide your name, phone number and other contact information.

Safe & Secure Online Ordering
We employ a method of interaction with our visitors that does not compromise credit card information. All information entered on our fully secure server is encrypted to help ensure the safety of personal information. To ensure that you get the right product, a detailed e-mail is immediately sent to you. We pack our goods well to help prevent damage.

Availability & Lead Time
There are three types of work that we sell—stocked, made-to-order and custom. Upon an order, stocked products can be shipped out within a brief period. “Made-to-order” products have different lead times and often can be customized to meet your needs. Simply give us a call and we can quickly quote you lead times and consult with you on the available options. For custom work, we will generally make a proposal that includes the specific work to be done, shipping deadlines, costs and other pertinent information. Once a proposal has been agreed to, and a deposit has been made, we will get started on the work.

We are here to help you through completion of your project.

Payment
We accept online orders via Visa, MasterCard, Amex, PayPal.  Custom and made to order orders will require a deposit with the balance charged at time of shipment and others will be charged at time of order. These details will be determined in advance of ordering so there are no surprises.

Cancellations
If your item is not custom and has not shipped, you can cancel at no cost.  Simply email us or call us at 360-321-2131.

Damaged Orders
All our shipments are fully insured. Please notify us immediately upon receipt of any damage to the product(s). Be sure to keep all packaging materials for inspection. We will require photo documentation of any damage to both the item and the packaging to proceed with a claim. Our carriers require that damages or shortages be reported within three (3) days of receiving the shipment. If these terms are not met a return may be denied.

Returns
We want you to be 100% satisfied. We understand that sometimes things do not fit like you had intended or that it may not look exactly like what you were envisioning.  You may return any item within 7 days of receiving it except for custom or special orders. The cost of return shipping will be deducted from your refund.  

If you wish to return or exchange an item, please email us, or call us at 360-321-2131 or go to My Account to start your return online.

Returning Custom Orders
Custom orders cannot be returned unless they are damaged in transit. You will be informed at the time of your purchase if an item is not returnable.

Shipping Costs for Returned Orders
You are responsible for shipping costs unless you are returning an item because it was defective, or it wasn’t the item you ordered (in which case we would pay for shipping).

Refunds
Your refund will be sent to you within 3-5 business day of when it is received, however, it may take 7 – 10 days for your refund to arrive or appear on your credit card statement. Your refund will be for the price you paid for the item less the return shipping.

Disclaimer
Our webmasters are hard at work to make sure all prices and products have as accurate information as possible. Occasionally, a price change will happen, and our webmaster may not have updated our site. If this has happened with a product you purchased, you will be notified of the change in price before the order proceeds. Any product with incorrect information on the site leading to a wrong order will be refunded to the buyer after the product is returned.

For any other assistance please call us at 1.360.321.2131 or e-mail us.