Turn Around Time
All cases are handmade to order and usually take 2 – 6 weeks to complete. Any orders needed in less than 2 weeks are considered a rush order and requires a $30 rush fee Plus additional shipping cost. Customer must phone in rush orders. Custom orders require a minimum of 6 weeks. Trophies, Plaques and other items usually ship within 7-10 business days (Monday – Friday). If required in less that 7 business days, a rush fee of $25 will apply.
Damaged Items
In the unfortunate event that your item arrives damaged, Call Basement Woodworks immediately to notify us of the damage. Do not discard the original packing. Re-package the item in its original packing material. Basement Woodworks will arrange for the item to be picked up and returned for repair or replacement. Basement Woodworks reserves the right to determine whether or not the item will be repaired or replaced once the damage has been assessed by Basement Woodworks.
Cancellation Policy
Custom orders, once placed and have been in work for more than 4 weeks are NON-CANCELABLE. On all other orders, if your order has been in for 2 weeks and you decide to cancel for any reason there is a 25% restocking fee. If your order has been in for 3 weeks or greater there is a 50% restocking fee.
Refund/Return Policy
Custom orders are non-returnable/refundable. We will work with the customer until the customer is satisfied
Regular orders can be returned within 7 days of receipt in their original packaging in unused condition. Please notify Basement Woodworks by phone or email before the return. The client is responsible for returning the item(s) pre-paid and insured to Basement Woodworks. Credit issued will not include original shipping and insurance charges. There is a 15% re-stocking fee on all items returned unless the return is due to damage received during original shipping and the item is being returned for replacement or repair. We will do everything we can to work with you and make sure your experience with is positive. No Refunds on custom or rush orders.