Policies and FAQ's

Ordering

1. All orders must be placed through the website.
2. We cannot take orders by phone, email or messenger.
3. We cannot add to an existing order you've already placed. BUT you can place a second order and message us to request the two orders be combined.
   1. If the first order has not yet been packed, we can add the second order to it and will refund any excess shipping if necessary (see shipping policies below).
   2. Please keep in mind that turnaround time will be based off the most recent order.
   3. Combining of orders is not guaranteed.

Shipping

1. Shipping charges are calculated based on weight and size of item(s) plus packaging costs.
2. When ordering large quantities, sometimes shipping charges may be over inflated due to packaging weight being calculated into each item.
3. If there is ever a time where the shipping charges are more than our shipping rates plus packing materials, we will automatically refund the difference.
4. Large orders tend to be affected the most and if your shipping cost is unusually high, please message us on our Facebook page so we can resolve the issue.

When will I get my order?

1. Our turnaround time on orders varies based on the type of products ordered, the season and our order volume.
2. Turnaround time is defined as the time it takes us to cut and pack your order and hand it off to UPS.
3. Turnaround time does NOT include the actual shipping time.
4. Turnaround time can be effected by special requests that fall outside of our normal processing. Be mindful of adding notes to your order that aren't relevant or covered by the options you select as it can impact the time it takes to process your order.
5. Personalized items such as names monograms, and print items have longer turnaround times than existing designs. Your order will be based on the longest processing time item ordered.
   1. It is recommended you place separate orders if you need existing designs shipped sooner.
6. Peak season is generally late September to the first week of December.
7. Current turnaround time is posted at the top of the website and is updated based on our current volume.

Local Pick Up

1. As a courtesy to our local customers, we offer local pick up by appointment only since our operating hours vary.
2. We are located in Odenville, Alabama.
3. You can message us on our Facebook page to schedule pick up.

Order Issues/Returns

1. We don't accept returns. Because we cut-to-order, all sales are final.
2. If there is an issue with your order, we want to fix it!
3. If you have a damaged item, please message us with your order number and/or email address you used to order along with the following:
   1. A picture of the label on your box. We need this to file a claim with UPS.
   2. A picture of the damage of your box. Even if it is a crease or scrape.
   3. A picture of the damaged item.
4. If you have an incorrect item, please message us with your order number and/or email address you used to order and the incorrect item.
5. If you have a missing item:
   1. First be sure you have unwrapped your entire order. We "sandwich" smaller items between larger items to protect them during shipping.
   2. Be sure to look through all peanuts in the box for any smaller items that may be stacked in corners or taped down in the box.
   3. If you are still unable to locate the missing item, please message us with your order number and/or email address you used to order and the missing item(s).
6. You must notify us with any issues with your order within 7 business days of delivery to resolve the issue. You can email us or message us on our Facebook page.

Rush Orders

We do not rush orders.

1. Items are cut and packed in the order they are received.
2. To "rush" items - moving some orders ahead of others - would actually slow our process down for everyone.
3. Our turnaround time on orders varies between 3 and 7 business days based on the season and our order volume.
   1. Turnaround time is defined as the time it takes us to cut and pack your order and hand it off to UPS.
   2. Turnaround time does NOT include the actual shipping time.
4. Current turn around time is posted at the top of the website and is updated based on our current volume.

Holes

We no longer add custom holes to wood blanks that do not already include them as a listed option on the product page. We also cannot modify the hole placement or size on products that already offer a standard hole option.

This decision is based on several factors that make custom hole requests difficult to fulfill consistently:

• Customers use a wide range of string, wire, and hanging materials, so the ideal hole diameter varies significantly.
• Preferences for the distance between holes differ greatly from one customer to another.
• On irregular or asymmetrical shapes, the correct placement is not obvious and often requires physical testing—something that isn’t practical across the large number of designs we offer. Odd or complex shapes make reliable hole placement especially challenging.
• Creating a new laser file for each custom hole request significantly increases prep time and slows overall processing.
• Holes can interfere with design elements, painted lines, or lettering.
• Our current pricing does not account for the extra time required to determine hole placement and create custom laser files.

We will continue to offer holes only on products where this is already available as a selectable option on the product page. Special instructions requesting holes on products without that option, or requesting changes to the standard hole placement/size, will not be accepted.

Custom Orders

1. Notes for customized/specialized requests placed in notes will not be fulfilled. We can not change the design of an existing item.
2. If you need a custom word or name, you can purchase custom names here.
3. We cannot fulfill custom design requests.

Wholesale

We do not offer wholesale pricing. Our focus is already on providing high quality products at reasonable prices for crafting businesses.

1. We offer the highest quality Baltic birch for our door hangers - a material which is about twice the cost of the MDF many of our competitors sell.
2. Our higher-quality products are already priced at or below our competitors "wholesale" prices on cheaper material.
3. Not only are we able to provide you with these low prices, we also make sure your entire experience is one of quality and service.
4. Even with our "better than the competitor" pricing, we still offer discount opportunities:
   1. If this is your first time ordering and you are ordering less than $300 (before taxes and shipping) use code WELCOME15 to save 15% off your entire order.
   2. We do offer the following automatic discounted tiers on total order amount:
      • 20% off $300-$599.99
      • 25% off $600-999.99
      • 30% off $1000 or more
   3. If you order a lot of rounds/circles, we do offer discounts on bulk orders of rounds. This discount does stack with the automatic discounts above and you can see those discounts on the rounds page.
   4. Check out one of our designer partner member groups - membership comes with deep discounts on designer items which also stacks with the automatic discounts above.