CrookedWood FAQs & Policies
We are committed to your satisfaction. On non custom products/special orders you have 7 days to return your item no questions asked. Returns must be returned in original condition with original packaging. You pay return shipping. We guarantee the quality and craftsmanship of every piece of furniture we sell. We offer a manufacturer's lifetime warranty on all of our handcrafted Juniper, Aspen, Pine and Ader log furniture. When you buy from CrookedWood, you can rest assured that your custom made rustic furniture and decor will only appear rustic. The drawers on your dressers will open and close smoothly without binding. The bed frames will be solid and tight. The doors will work well and fit smoothly. We make every attempt to finish your furniture so you can enjoy it without any problems or maintenance. Rustic furniture characteristics not deemed as defective are cracks, knots, checking and variations in color. All of these add to the rustic appeal of the furniture. If cracks compromise the structural integrity of the piece we will replace it free of charge. The bottom line is, we want you to be happy with your log furniture and be a customer for life! More than that, we want you to tell others how happy you are. Word of mouth advertising is the very best--and most effective--advertising we have. Please feel free to call any time should you have a problem or question. Our toll-free number is 888 760-3220.
We offer free shipping to the contiguous US. If you are outside the continental US and are interested in a product; please contact us and we will let you know if shipping is available to your specific area. Support@thecrookedwood.com or call us 888 760-3220. Please see descriptions on product page for full lead time details. Many of our products are made to order or custom and require anywhere from a 3 to 6 week lead time.
Free Shipping - means curbside delivery. For large pieces, this means the driver will pull up to the closest curb by your house. To keep costs down, trucking companies do not send two truckers with each load, and according to the shipping agreement, the driver is NOT required to lift your delivery from the truck nor carry your delivery into your house, however many drivers will assist in unloading if you tip them. Drivers are not allowed to enter your house. If your item is heavy, we strongly recommend that you plan to have at least 2 strong people to assist with unloading and the optional liftgate delivery service, which means the truck will be equipped with a lift to lower your items from the truck to the ground.
Liftgate Service - (Optional with additional fees) Please see product detail page on each item for the specific fee. When the shipping or receiving address does not have a loading dock, manual loading or unloading is necessary. A liftgate is a platform at the back of the truck that will lower your shipment from the truck to the ground. It is then your responsibility to transport your item into your property.
White Glove Service - (Optional with additional fees) Please see product detail page on each item for the specific fee.The White Glove courier delivery your item to your residence, bring the item into your house, unpack it, place it where you want your item to go, take all the packaging with them when they leave.
Inspect your entire shipment upon delivery and BEFORE THE FREIGHT TRUCK LEAVES! It is the customer's responsibility to ensure that any damage is noted on the freight company's Bill of Ladings before the shipper leaves your residence or business so that a claim can be filed.
Contact us immediately and no later than 24 hours after receiving shipment and we will assist you in getting a replacement or repairs provided that the damage was noted on the freight company's Bill of Ladings at the time of delivery. Please retain a copy of the Bill of Ladings for your records and to help with any claims processing.
When your order has been completed and is ready to be shipped, we will notify you of the tracking number and method of shipment. For UPS shipments, you will receive an email from CrookedWood with the tracking information. For large shipments, the freight company will contact you when they are ready to deliver, however we strongly recommend that you contact the freight company proactively to schedule a convenient time for delivery.
Cancellations on Furniture:
For products which are custom and require a lead time, cancellations or returns are not possible. This is indicated in the description section of those specific products. The procurement and construction process begins as soon as your order is placed. In most cases, your rustic furniture or accessory is being constructed specifically for you. Once the purchase order has been sent to the manufacturer, CrookedWood is financially obligated to purchase the products ordered. Generally, we are not able to accept cancellations or returns. We may, however, at our discretion and agreement from the manufacturer, make an exception to this policy. If you wish to request a change to your order, please call us as soon as possible.
We accept Visa, MasterCard, American Express, Discover and Paypal.
Refunds & Returns:
We want you to be 100% satisfied. We try to give as much detail as possible for every item, so you know exactly what you are getting. We work with many different vendors so please see product page for specific return or exchange policy on that item. If a return is authorized the item must be in its original, undamaged condition and packaging for a refund of the purchase price. No returns on custom made items. You will be required to pay for the return shipping. A restocking fee may be assessed on certain returns. To obtain a return authorization please contact us at 888 760-3220 or firstname.lastname@example.org
We guarantee our craftsmanship for products sold in the Artisan section for 30 days. If you find any defects in manufacturing during the first 30 days, please contact us and we will either refund, replace or repair your item.
If you suspect your product was damaged in shipping, please contact us within 1 week of delivery with both photographs of the damaged item and the shipping container.
**Please be aware that we use natural products and depending on your environment and care wood products can dry, swell or crack. This is a naturally occurring process and is not covered by our warranty. Please see our care page for ideas on how to keep your item looking its best.
**The saddles we use are vintage and have had wear and tear; that is what gives them character. Keep in mind that leather is a natural product and depending on your environment and care, it can dry out, crack and tear. Please see our care page for ideas on how to keep your item looking its best.
CrookedWood collects sales tax only on orders shipped to Colorado.
Pricing & Inventory Errors:
Although CrookedWood makes every effort to ensure our prices are affordable and competitive, we reserve the right to refuse, or cancel, any orders in the event a product is listed at an incorrect price due to typographical errors or other data entry mistakes. If your credit card has already been charged and CrookedWood determines the pricing on the item is incorrect, we will contact you and give you the option of canceling your order, or paying any difference between the incorrect price and the actual price. We make every attempt to work with our suppliers to ensure our stock levels reflect the accurate number of available items. If an item is ordered and you are charged and the item happens to be out of stock. We will make every attempt to secure that item for your as soon as possible. If the item has been discontinued, we will contact you to either refund your or work out an exchange for a comparable or product of your choice. Your complete satisfaction is our mission!
Information Privacy Notice:
This privacy notice discloses the privacy practices for CrookedWood LLC. This privacy notice applies solely to information collected by this web site. It will notify you of the following:
1. What personally identifiable information is collected from you through the web site, how it is used and with whom it may be shared.
2. What choices are available to you regarding the use of your data.
3. The security procedures in place to protect the misuse of your information.
4. How you can correct any inaccuracies in the information.
We are the sole owners of the information collected on this site. We only have access to information that you voluntarily give us via checkout, email or other direct contact from you. We will not sell or rent this information to anyone.
We will use your information to respond to you, regarding the reason you contacted us. We will not share your information with any third party outside of our organization, other than as necessary to fulfill your request, e.g. to ship an order.
Your privacy is important to us. To better protect your privacy the following notice explains the information we collect, how it is used, how it is safeguarded, and how to contact us if you have any concerns.