Wallco Woodworking's policies for custom built pieces

We are a small business who work hard to make sure you’re satisfied with your product and want to make sure you love it.

If you have any issues or concerns with your order from Wallco, Just let us know how we can help and we will do everything we can to make it right. 

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Changes to your order:

If you want to make changes to your order, please be sure to contact your Wallco Representative as soon as possible. We are here to build the custom piece just the way you want, and are happy to make any changes you would like. But, please understand that there are a lot of variables that go into custom building, and even small changes can have big effects on the timeline, design & price of a custom piece. That being said, we will try everything we can to accommodate your request. 

Order cancellation:

If you need to cancel your order please be sure to do so with-in the first 24 hours of paying the deposit.

We purchase your lumber almost immediately, so after the 24 hour window our lumber order is already submitted to our mill and paid for. This is both for website sales, and custom invoices.

Deposits are NON-refundable:

Once lumber/materials are ordered for your custom build, we will no longer be able to offer a refund for your deposit. If you have a need to cancel your order please do it as soon as possible. We understand that things can happen and or details of a custom build can change and we will do everything we can to accommodate an order change or cancellation if possible, but again, once materials are purchased for your custom build, we will no longer be able to offer a refund.  So please be sure to clarify any details that are crucial to your custom piece.

Warranty information:

If you have any issues with your Wallco product be sure to contact your Wallco Representative right away & take photos to document what the issue is. We will help assess the issue and let you know what steps are necessary to rectify the problem, if possible. We will ask you to send photos from various angles to see if we need to fix it or replace it. Remember to follow our care instructions first though!

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Wood movement:

We are not responsible for normal wood movement. ALL wood expands and contracts over time. This can create stress cracks in the wood itself, or cause joints in the piece to open up. This is totally normal and expected from all types of wood. The environment you are using the piece in will determine how much of this expansion & contraction takes place.

 If the wood is not properly taken care of, (I.e. cleaning products, humidity levels, physical treatment etc.) it can move drastically to failure. Keeping humidity consistent and caring for your products will help keep your product nice for years and years!

If you have any issues with your custom piece we will make all efforts to fix or correct the issue, if it is warranted. Please understand that warranty issues will have to be added into our build schedule, so please try to be patient, and we will do our best to get the issue repaired.

Color choices

WE HIGHLY RECOMMEND ordering a stain sample if you want to know exactly what your table wood will look like stained in the color you choose. If you decide not to, we hold no responsibility on color selection. We stain with the products listed, and they may appear different in pictures, compared to in person. If a stain sample is not purchased and a product arrives and you are not satisfied with the color, we will not be held responsible. Remember, color always appears different in lighting variations. IE – home lighting, natural light, bright bulbs, yellow bulbs, etc.

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Deposits & Payments:

Any outstanding invoices will start to accrue late payment fee's after 2 business daypast the due date on the invoice. Please be sure to pay any outstanding balances once your custom built piece has been completed and delivered or picked up. 

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We strive to be as fair as possible to our customers as well as our staff. For that reason we require a 50% deposit before any builds can be started. No exceptions. This is to show the committment from you, the customer, as well as pay for the supplies/materials needed for your custom build. 

The remaining balance for your invoice will be due upon pickup or delivery.  We can not let any pieces be picked up or delivered with-out full payment for the piece.

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