Policies

​​​​ORDERS

• All custom orders require a high definition image, sent to wildpinedesign@gmail.com
• Custom orders take time and a lot of communication depending on the product being made. Please bare with me through this process.
• When having a custom order done, I will begin it by getting any and all required info needed.
• When going through the steps of your custom ordered piece, please respond to e-mails/messages in a considerate timely manner as I cannot wait days or weeks for responses due to other custom orders I need to do.
• **ALL CUSTOM ORDERS REQUIRE A $50 NON-REFUNDABLE DEPOSIT. This cost will come off the total final cost owing when the piece is complete.
• For free local pick up options please note that I'm based out of Shawnigan Lake, BC. The buyer is responsible for making arrangements to pick up at the defined location, there are no drop off or meet up options.

SHIPPING

• If you need your order by a specific date, please contact me and we'll discuss the shipping options available to you.
• Please allow 2-3 days (not including weekends and holidays) for processing time unless otherwise stated.
• Currently, I only ship within Canada and the United States but if you are interested in an item and are outside these regions please message me to discuss shipping costs.
• The buyer is responsible for providing me with the correct shipping information. If it is wrong and an item is returned due to incorrect information, the buyer will be charged the returned shipping fee, plus the shipping to have it re-shipped.
• The buyer is responsible for any charges incurred due to import fees, duties, and import taxes that may apply. 
• I am not responsible for delays due to reasons beyond my control such as customs, weather, postal strikes and so on. **Especially during the holiday seasons**
• It is the buyers responsibility to know the custom laws on importing wood into their country. If a package has been returned or confiscated at the boarder due to any importing restrictions in your country, I will not refund nor replace the item. Please check your importing laws before purchasing a wooden item.
• I will try my best to include tracking information with every purchase, but sometimes this is not given to me by the post office for small packages, such as envelopes. 
• Please allow up to 3 weeks for delivery before contacting me (4 weeks if in the US). If you have not received your order within the allotted time, please contact me and I will see if I can find out what is going on. I will do my best to make sure you get your package! Your patience during shipping is appreciated!

Although all items are well-packaged, we have no control over the handling of the package after it leaves our facility. Occasionally items may be damaged during shipping. If damage does occur please send me a message and photo as soon as possible and keep all shipping packaging.

RETURNS/EXCHANGES/CANCELLATIONS

• There is a 24 hour window for cancellations with a full refund.
• All returns/refunds/exchanges for all my handmade pieces are decided on by a case-by-case basis. Please contact me within 3 days of delivery and I will be happy to review the issue. 
• Due to the nature of these items, unless they arrive damaged or defective, I can't accept returns for: 
  • Custom or personalised orders
  • Digital downloads
  • Sale items
• In the case where we have agreed upon a solution for a return/refund/exchange and the piece(s) must be sent back then you, the buyer, are responsible for return shipping costs.
• If the item(s) needs to be returned, then it must be done within 7 days following an agreed upon solution or I have the right to refuse the refund.
• If the item(s) is not returned in it's original condition, the buyer is responsible for any loss in value.
• Returns/refunds/exchanges can be looked at and arranged by e-mailing Wildpinedesign@gmail.com