Return Policy
Custom-built goods, an approval-first process, and what happens if something is wrong.
Approval comes first
Every order is built to a design you approved in writing, from a free mockup showing the crate at real proportions with the engraving on the face it will occupy. No timber is cut before you approve, and mockups and revisions are never charged.
Custom orders
Because every crate is built to your dimensions and engraved with your artwork, custom orders cannot be returned for a change of mind and engraved crates cannot be resold. Check spelling, dates, vintages and dimensions on the mockup carefully before approving.
If we got it wrong
If your order does not match the approved mockup, is defective, or is short, contact us within 14 days of delivery with photos and we will remake the affected portion at no charge — or refund it if a remake will not make your date.
Timber is a natural material and grain, knots and colour vary between boards; that variation is not a defect. Shipping damage is handled the same way as a fault — keep the carton and photograph it.
Cancellations
Cancel at no cost any time before you approve the mockup. After approval it depends how far into production the order is; contact us immediately.
How to reach us
Email info@getcustomcrates.com or text (929) 605-4397. A real person answers.
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