Policies

Thanks for stopping by Richwood Creations! We look forward to working with you and appreciate your support of both the handmade industry as well as our not-for-profit cause. To ensure an easy and satisfying experience with Richwood Creations, please read over our policies before purchasing! Feel free to contact us with any questions.

 

Processing Time

Our current lead time for most products is two weeks before shipping. Our current lead time for serving trays is three weeks before shipping. Domestic shipping is an additional two to three business days.

Design proofs are provided by request only, within five business days of the order date.

 

Business Hours

Our normal operating hours are Monday to Friday from 8:00 am to 4:00 pm EST.

 

Custom Orders

Custom orders are defined as any request that goes outside of the normal design as shown in the product photo. For example, any text or graphics that replaces or adds to a current design requires the purchase of a custom product. Please choose accordingly from the dropdown provided where custom is available. 

Switching a current design from one product to another does not fall into this category.

 

Payment

We currently accept Paypal as well as credit cards.

We ship our items out only after a listing has been purchased. For custom items, a listing must also be purchased before we design or create your product.

 

Shipping

We typically ship via UPS but may occasionally send smaller and less fragile items or international shipments via USPS. Rush shipping is available upon request and for an additional fee. We will typically insure our fragile items, and if anything is damaged en route to you we will be sure to remedy the situation! We currently ship worldwide; convo us with any questions!

International Shipment Disclaimer: Customs duties, taxes and processing fees may be incurred, depending on the country the product is shipping to. When this happens, the buyer will be asked to pay this cost before receiving their parcel.
 

Refunds and Exchanges

Custom items are not returnable. We do the best we can to visually represent and accurately describe each of our pieces in our shop. Because many of our designs are on valuable and one-of-a-kind pieces of rustic wood, each purchase is final. Due to the nature of laser-engraving, designs are permanent. If you wish to cancel your custom order quickly after purchasing, contact us immediately and we will refund 50% if it has not yet been engraved.

A refund on non-custom items will only be issued if there is an obvious discrepancy between the product you received and the photograph or description we provided. In that case, the entire product will need to be returned to us at the buyer's expense before we issue the money back.

If you aren't sure how your specific information would look laid out in one of our templates, we would be happy to send a sample PDF document showing you how it will be arranged. We do not offer samples of coasters or other similar items engraved on the wood.

 

Additional Policies and FAQs

Feel free to contact us with custom orders, product ideas, and special requests! We love creating new items that cater to each of our customers.

We are also open to providing wholesale orders for retail and participating in craft shows - please email us.