Terms and Policies
It is the responsibility of the Buyer to review and understand this terms and policies. Once a purchase or commissioned piece is ordered, you are therefor accepting these terms and policies automatically.
Policies
I want you to be completely satisfied with your purchase, and I'm here to assist with any questions or issues you might have!
Orders:
- All orders requiring shipment must be paid online through the available payment options.
- Each piece of wood is unique, which means every creation is sold in "as is" condition. Variations such as figuring, spalting, live edges, knots, grain patterns, and colors are natural and beyond my control. Refunds or exchanges due to these natural characteristics of wood will not be accepted.
- Custom orders can take time. But I do try and meet a 2 week estimate once the final design has been approved. Continues communication between parties will be frequent to make sure you are satisfied with your decision. Your patience throughout this process is greatly appreciated.
- For custom orders, I will create a digital mock-up of the design and send it to you for approval. This also depends on what resources and sourced can be provided to assist in the development of a mock-up. Once approved, the burning of the piece will begin. After burning, I will send another image for your final approval. Please take into consideration, that once something is burned into the wood, I cannot alter it without affecting the overall quality of the image. This is why approval in design is imperative and necessary. After your final approval, I will seal the wood (with clear coat, oil, etc.), and no further changes can be made. A final image of the completed piece will be sent before shipping or arranging pickup.
- During the custom order process, please respond to emails/messages promptly. Delays in responses can affect the completion of other custom orders.
- I will periodically live stream your custom orders and/or other pieces I have for sale over at HealsCreations on twitch. If you do not want a piece live streamed, please make it known prior to ordering. Custom ordering a piece automatically agrees to being shared online, via social media posts, video streaming, and/or images unless otherwise agreed to prior to order.
- Custom orders requires half of the full cost up front. This amount is non-refundable if the burning process has begun. This amount will be deducted from the total final cost upon completion. Shipping cost is a direct cost based on the rates provided by Canada Post and is seperate from the main piece. If customer is picking it up, there is no shipping cost.
- I will contact you one to two weeks before starting your order to confirm details. If you do not respond within ONE WEEK, your deposit and booked date will be forfeited, and I will move on to the next order. I cannot delay other orders due to a lack of communication.
- The final balance for your commissioned order is due after the final image is sent to you and final approval is provided. Failure to pay within 2 (two) business days of approval will result in the cancellation of your order, forfeiture of your deposit, and the finished piece. The wood will be repurposed for another order. Communication is key. If life events occur, please communicate with me to arrange alternative shipment/pickup, payment plans, etc., in advance..
Shipping:
- Please allow 3-4 business days (excluding weekends and holidays) for processing unless otherwise stated.
- Our shipping rates are a flat rate utilizing Canada Post. Canada and United States is $20 CAD. We are unable to provide shipping overseas at this time.
- Custom Orders are still available worldwide. Customer will be responsible for the shipping fee.
- If purchase(s) exceed the value of $400 CAD than shipping is free.
- You are responsible for providing accurate shipping information. If an item is returned due to incorrect information, you will be charged the return shipping fee plus the cost to re-ship.
- You, the buyer, are responsible for any import fees, duties, and taxes that may apply.
- I am not responsible for delays beyond my control, such as customs issues, weather conditions, postal strikes, etc.
- It is your responsibility of the buyer to be aware of your country's customs laws regarding wood imports. If a package is returned or confiscated at the border due to import restrictions, no refund or replacement will be provided. Please check your country's importing laws before purchasing.
- I will do my best to provide tracking information with every purchase, but this may not be possible for small packages, such as envelopes.
- Please allow up to 3 weeks for delivery before contacting me. If you have not received your order within this time frame, please contact me, and I will investigate. I will do my best to ensure your package is delivered! Your patience during the shipping process is appreciated.
- Once an item is marked as "delivered" by the postal carrier, it is no longer my responsibility. If you have not received it but it shows as delivered, please follow up with the carrier for further assistance.
Returns & Refunds:
- Each piece of wood is unique, which means every creation is sold in "as is" condition. Variations such as figuring, spalting, live edges, knots, grain patterns, and colors are natural and beyond my control. Refunds or exchanges due to these natural characteristics of wood will not be accepted.
- Returns, refunds, and exchanges for handmade pieces are considered on a case-by-case basis. Please contact me within 3 days of delivery to discuss any issues.
- The following items are non-returnable:
- Custom orders
- Personalized orders
- Sale items
- If a return, refund, or exchange is agreed upon, the buyer is responsible for return shipping costs.
- Items must be returned within 7 days of agreeing on a solution. Failure to do so will result in a refusal of the refund.
- Refunds will be processed once the item is received and inspected.
- Items not returned in their original condition will result in the buyer being responsible for any loss in value.
- For returns, refunds, or exchanges, please email HealPleaseHeal@gmail.com
- Any complaints, comments, or concerns can also be sent to HealPleaseHeal@gmail.com
Last Modified - November 02, 2024