Online Store FAQ
How fast will my item ship?
Most items will ship within two business days. If you need to receive an item by a certain date, send us an email at email@example.com to make sure we can meet your deadline.
What is your return policy for store items?
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. These policies refer only to items purchased through the online store. For custom items, refer to your project contract for terms and warranty.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, you can contact us at firstname.lastname@example.org.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that if your country of residence is not United States, shipping your goods may take longer than expected.
You can always contact us for any return questions at email@example.com.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at firstname.lastname@example.org.
Can I request custom items?
See something you like in the store, but want it a little different? Send us an email at email@example.com with your request. We can often make custom items to order.
Step One: Initial Consultation
With a short interview, we gather all the necessary information to design and build the custom project of your dreams. Book your 30 minute free consultation session now to get your project rolling!
Step Two: Design & Engineering
We provide any additional services you may need or want to solidify the details of your project, including:
- Design Drawings
- In-situ Renderings
- Engineered Drawings/3D Modeling
- Prototypes/Physical Models
- Finish Samples
- Historical Research
- Additional Consultation (our construction, fabrication and design consultants are ready to help with the technical questions)
Not all projects require these services. But when you do need to meet exact specifications or have a specific vision in mind, we have the expertise and services to craft a design & build plan that is perfect for you.
Whatever you pay for design and engineering gets credited to the cost of your production contract. It's basically paying up front for a portion of the work, which makes it easier to track the cost and be decisive about how much you want to invest in each part of the project. By breaking the process into two organized phases and creating a clarified design & build plan before production begins, we can also ensure the build is as efficient and accurate as possible.
Step Three: Production Agreement
We send you a digital contract that lays out all the important details of your project such as timeline, specifications, cost, terms and warranty.
We discuss and define the agreement with you to get the details just right.
Sign digitally with a few clicks online and your project begins!
Step Four: Production
We fabricate your vision, keeping you updated with progress along the way.
If you need pickup, delivery, or installation services, we coordinate with you or additional service providers to get the project where you need it, when you need it.
Step Five: Review
Our promise is excellence. All projects come with a warranty that ensures we’ll get it right, or make it right. Guaranteed.
One of the ways we ensure excellence is by following up after the completion of a project with a survey about your experience. Let us know how we did, if any other services are needed, and how we can continue to serve you in the future.
Ready to start your custom project?
Book your initial consultation with us today, and let's get rolling!