Shipping and returns

Turnaround

• Ready-to-order pieces: [7 to 10] business days.
• Personalized pieces: [10 to 14] business days, starting from proof approval.
• Commissions: [3 to 5] weeks, starting from approved drawing.
• Holiday cutoff: [December 5].

These are build times, not shipping times. Transit is one to five days for parcels and up to two weeks for freight.

How pieces ship

Small pieces ship in rigid boxes with a protective inner wrap. Signs and panels ship in crates built for that specific piece, with mounting hardware and an installation drawing inside. Everything is insured for its full value at the studio's cost.

Anything over 36 inches or 40 pounds ships freight with a delivery appointment. You will be called to arrange a window, and someone needs to be present to sign.

If something arrives damaged

Photograph the crate before you open it further, photograph the piece, and email [studio@altkeycreations.com] the same day. The studio files the claim and rebuilds or repairs the piece. You are never left negotiating with a carrier.

Returns

• Unpersonalized ready-to-order pieces: returnable within 30 days in original condition and packaging. Return shipping is yours; the refund covers the item.
• Personalized pieces: not returnable, because the material carries your wording. If the piece does not match the proof you approved, the studio remakes it at no charge.
• Commissions: not returnable. You approve a scaled drawing and, on request, photographs during the build, precisely so there are no surprises at delivery.
• Gift cards: not returnable and never expire.

Cancellations

Cancel any order before it is cut for a full refund. After cutting, deposits on commissions are non-refundable because the drawing work and the reserved build slot are already spent.

Guarantee

Joinery and finish are guaranteed for the life of the piece. Color change and seasonal wood movement are normal and not defects. Anything that fails structurally is repaired or rebuilt.

Questions this leaves open belong on the FAQ or in a direct note from the contact page.