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SUPPORT


Finish Quality

Part of the beauty of working with natural materials is the expected variation in grains and hues. Such differences within our products are not indicative of a defect. With products made with wood irregularities are to be expected as the product ages and dries. This is an intended part of the design and not a defect. We recommend re-finishing wood products with oils such as tung or lavender oil annually for their longevity.


HARDWARESLLC cannot match or guarantee specific wood grains or hues nor will accept any return or refusal of goods based upon variation in grains and hues.


Custom

We require a material deposit of 20% of the total quote before we begin the work. The deposit is non-refundable and will be credited to your order. Due to the extra development involved, lead times on custom-designed pieces are dependent on the given project. Please send us an email to HARDWARESLLC@gmail.com.


Lead Time

In stock items ship in 5-10 business days. Made-to-order items typically ship in 4-6 weeks. Lead times are specific to each item and are listed on individual product pages. Please note lead times are not guaranteed and are estimates only. Lead times begin with receipt of payment and finalization of order details. If you have questions about specific items and turnaround times please reach out to us directly.


Cancellation Policy

We start processing your order as soon as it is received. For in stock items, only orders not yet processed for shipment may be cancelled. A 5% non-refundable processing fee is included in the cost of all orders. If you choose to cancel your item(s) prior to shipment, this 5% fee will not be refunded. We will credit cancelled orders in the form of payment used. For made to order items and items marked for Final Sale, all sales are final. Once your order is placed, cancellations will not be permitted.


Returns

Due to the custom nature of the furniture, ALL FURNITURE SALES ARE FINAL. We will gladly replace defective or missing parts at no additional charge. Non-furniture items marked for Final Sale cannot be returned or exchanged.


Do not attempt a return without first having obtained a HARDWARESLLC written authorization. HARDWARESLLC will not accept returns without prior written authorization. Authorized returns must be shipped with original packaging. Items returned incomplete, damaged or without defect will be assessed a restocking fee of 30% plus shipping costs.


Non Refundable Fees

Shipping and handling charges are nonrefundable. Return shipping and return pickup fees are the customer’s responsibility and are non-refundable.


Sales Tax

All sales delivered within the state of Vermont are subject to Vermont sales tax.


Shipping & Delivery

HARDWARESLLC offers flat rate ground shipping through out the United States. Shipping and handling charges are quoted in U.S. dollars and include full insurance. Quotes are excluding import duties and taxes. All orders are F.O.B. origin unless otherwise specified. Orders may arrive is separate deliveries.


We do not currently ship internationally.


Standard Shipping

Standard shipping is curbside delivery. For domestic shipments, White Glove Service is available but additional charges apply (see WHITE GLOVE SERVICE below for details). Our shipping rates are subject to change without prior notice.


White Glove Service

For shipments throughout the contiguous U.S., White Glove Delivery is available with an additional charge. Our White Glove delivery service includes placement inside a room of your choice, inside stair carries (up to two flights), unpacking and debris removal. The rates for White Glove delivery are subject to change without prior notice.


Shipping Damages

Any claims for damaged goods must be settled by the customer and the carrier selected to deliver the goods and are not the responsibility of HARDWARESLLC. Though we are more than happy to assist in any way as you file your claim, ALL DAMAGE CLAIMS MUST BE DIRECTED AND HANDLED THROUGH THE SHIPPING COMPANY.


All shipments from HARDWARESLLC are insured against damage and loss. Should damage happen, you must notify the shipping company immediately and retain all packaging materials. If you wish to have our assistance in filing the claim, you must notify HARDWARESLLC within 48 hours of delivery of the damaged merchandise to you. We will do everything we can to help with your claim.