Terms of service.

Our commitment to quality

Each of our products is handcrafted specifically for your order. We stand by the quality of our craftsmanship and the materials we use. Please review this policy carefully before placing a custom order. 

All custom orders are final sale

Because each item is made to your specific dimensions, material, and finish, all custom-made items are final sale and cannot be returned for a refund or exchange. 

Damages and defects

We take great care in packaging and shipping your order. Please inspect your item upon delivery and notify us immediately if it arrives damaged or defective.

  • Timeframe: You must report any issues within 24 hours of delivery.

  • Required documentation: We will require photographs of the damage and the original packaging to assess the claim and file a report with the shipping carrier.

  • Resolution: Depending on the issue, we will work with you to find a satisfactory resolution, which may include repair, replacement, or a refund. 

Cancellations

  • Cancellation window: You may cancel a custom order for a full refund within three (3) days of placing the order. All non-custom sales are final. Please reach out if there is an issue and we will discuss options to make it right.

  • Restocking fee: After the cancellation window has passed, deposits and any additional payments made or owed based on the payment schedule within the contract are non-refundable. Payments due at the time client requests a cancellation are immediately due and will incur late charges if not settled within 72 hours.

Natural properties of wood

Wood is a natural, living material that will change over time with variations in humidity and temperature. These changes are not considered defects. We cannot accept returns for:

  • Wood movement: Small cracks or checking, bowing, twisting, cupping, or warping may occur over time as the wood adapts to its environment. Environmental conditions including fluctuations in temperature, humidity, and exposure to sunlight are significant factors

  • Variations in grain and color: Every piece of wood has a unique grain pattern and color. Your finished product may have variations from any samples or pictures viewed.

  • Expected wear and tear: As with any piece of furniture, your custom item will naturally show signs of use, such as dents and scratches, over time. 

How to initiate a return or report a problem

To report a damaged item or discuss an order issue, please contact us at pueoprojects@contractor.net or 412.532.6006