- frequently asked questions -
Where do you source your materials?
We source all of our lumber from local lumber yards in Austin, TX. Having access to these lumber yards allows us to hand pick all of our lumber.
How are your products made?
All of the products seen on our website are made by Amanda and Khiem. Every piece is hand crafted, finished, and packaged by us. Having a small operation allows us to fully inspect every piece to make sure it is completed to the quality we strive for. Some of our products are laser-cut by us at our friends laser studio, Make ATX.
Do you take custom orders?
Yes we do! We love creating custom pieces to fit our clients needs. One of the greatest advantages of making to order is the ability to customize each piece. Often times you have a space in your home that you just can't find the perfect piece to fit into it. If this is the case, shoot us an email with what you are looking for and the measurements of your space. We can make it happen!
Will my piece look exactly like it does in the photograph?
The majority of our pieces are made to order. Since wood is special in that no two boards are absolutely identical, even of the same species, then this means there will be slight variation in wood grain and tone.
Cutting Board Care:
How do I care for my new cutting board?
Properly caring for your cutting board is an important part to maximizing your boards life. In general, you should only hand-wash any wooden kitchen utensil and same for cutting boards. After you hand-wash with soap and water make sure you also wipe the board dry to prevent unnecessary water penetration. It is also important to regularly oil your cutting board with mineral oil.
*Pro tip! Using a light citric acid like a slice of lime along with salt can help lift some staining on lighter colored cutting boards. Just rub a slice of lime over the stain then sprinkle salt over it to lift the moisture.
How often should I re-oil my wooden cutting board?
We use mineral oil to finish all of our cutting boards. It is food-safe and an easy finish to reapply for a cutting board. It is best to oil your cutting board whenever the finish appears to have dried out. Typically this would be about once a month. You can find mineral oil at most hardware stores and some convenience stores like CVS or Walgreens.
How do you package your products?
We try to use as much recyclable materials as possible while ensuring the safety of the products being shipped. For our larger pieces, we will sometimes have to build a custom crate to ship through freight. Crates are built out of thin plywood with adequate foam protection on all sides. They all have a removable side assembled by screws. The crates will have a packaging slip on the exterior with instructions on how to unpack the product.
How long before I receive my order?
If an item is in stock, our "little things" will ship within 2 business days. With USPS shipping, most orders will arrive within 3-5 business days. For our larger pieces, please allow anywhere between 8-16 weeks for production. Our production time can vary depending on our current work load but we will notify you if we expect your piece to be completed earlier or later than we originally anticipated. After a larger piece is sent out for freight delivery, most orders will arrive within 7-10 business days. Delivery conformation will be required for our larger pieces.
What happens if my order was damaged during shipping?
We do our best to adequately package our items to ensure the safety of our products for delivery. If a product is damaged upon arrival, please be sure to photograph the package as well as the damaged product and send the photos to us. We will typically either offer a discount, or exchange of the product but will have to review the damage on a case by case basis. In most cases, shipping costs will not be refundable.
What if my order was lost during shipping?
Although this is extremely rare, we are not liable or responsible for any products lost during shipping or after products have been delivered and are not liable or responsible for refunding or reshipping any lost products. We ship to the exact address provided by you during checkout and are not able to change an address once shipped. In the event that this should occur, we will do our best to accommodate but only on a case by case basis.
Do you ship internationally?
Unfortunately, we cannot offer international shipping at this time. We recommend shipping to a friend or relative living in the U.S. and for you to receive the product through them.
How do I change my saved account information?
You can edit your saved account information by signing into your profile. Click "Sign In" in our navigation bar and edit your information there. We are not able to edit any of your information for you.
How do I delete my account?
We do not have the ability to edit any of your account information, including deleting your customer account. You are able to remove your information from your account by signing in and editing the information yourself. Contact SquareSpace for more information.
Can I return or exchange my order?
Our table top pieces under our "little things" section can be returned or exchanged within 7 days of the delivery date. These pieces are only returnable if they are in unused or new condition. You must email us your receipt of purchase before returning an item. When returning, please repackage all items with equal care to ensure the safety of the returned item. If we receive a damaged item or it is damaged from of shipping a full refund may not be possible but we will review on a case by case basis. Shipping costs are non-refundable. All sales of custom or made-to-order pieces are final.
Can I cancel a custom order?
We offer a 3 business day grace period for customers to cancel custom orders. You must send us an email within 3 business days if you need to cancel a custom order. If 3 business days have gone by then it is likely that we have begun working on your project and can only offer a 50% refund.
Any information collected from our customers is used solely for contact and delivery purposes. We will never sell or use your information for any other reason. All transactions are safe and secure through our host SquareSpace. Paypal is also an option during checkout. For more information on SquareSpace and Paypal's privacy policies, please visit their websites.