Refunds & returns

We want you to be happy with what you get. If something isn't right, here's how to make it right.

Retail orders: 30-day returns

For retail orders, you may return any unused frame in its original condition within 30 days of delivery for a refund of the purchase price. Frames must be unused and returned in their original packaging. Shipping charges are non-refundable.

How to start a return

Contact us with your order number and a short note about why you're returning the item. We'll reply with a return shipping address and instructions. Please don't ship anything back without contacting us first. We can't guarantee receipt of returns sent without a return reference.

Refund processing

Once we receive and inspect your return, we'll issue your refund to the original payment method. It typically takes 5 to 10 business days for the refund to appear in your account, depending on your bank or card issuer.

Return shipping

  • You changed your mind: you're responsible for return shipping. We recommend a trackable service.
  • We made a mistake (wrong item shipped): we cover return shipping. We'll send you a prepaid UPS label.
  • The item arrived damaged or defective: see the next section. We replace at no cost; no return required in most cases.

Damaged or defective on arrival

If your frame arrives damaged or has a manufacturing defect, please take a photo and contact us within 7 days of delivery. We'll ship a replacement at no cost. For damage in transit, please keep the box and packing material in case UPS needs to inspect it.

Note that the reclaimed wood used in our frames varies naturally in color, grain, and minor surface character. That variation is disclosed in the product description and is not considered a defect. If the frame is structurally sound and functions as intended, we consider that part of the product's character.

Wholesale (case) orders

Wholesale case orders are intended for resale or operational use. Unopened cases may be returned within 30 days for a refund less return shipping. Opened cases are not returnable except for defects or damage, in which case we'll arrange replacement of the affected units. If you have a specific wholesale return question, contact us and we'll work with you.

Exchanges

We currently don't process direct exchanges. If you want a different quantity or to receive a fresh mix of wood types, please return the original (per the policy above) and place a new order.

Non-returnable items

  • Frames that have been used, damaged after delivery, or are missing original packaging.
  • Orders placed more than 30 days ago.
  • Custom or special-order items, if and when we offer them.

Contact

Any return question? Reach us through the contact form and we'll come back within one business day with next steps.