Info


SHOP POLICIES:

Requesting your custom functional art is easy – just take a look at what we’ve done for others. Our interest is making sure our clients expectations are exceeded. Simply give us a call, use the "contact" section of our website or send us an e-mail and we will be in touch right away!

Please be mindful that the larger projects can weigh around 100-200lbs, and ships at 240-280lbs once crated, which impacts shipping prices.  Anything over 150lbs cannot be sent via regular mail, it has to ship freight.

Please allow 4-6 weeks for us to design and build (during high volume periods wait time may be 6-8 weeks) and send out handmade products; times vary based on volume.

 

***WE CANNOT GUARANTEE ARRIVAL FOR A SPECIFIC DATE***
 
Although we do our best to get projects out ASAP, these are individually handmade and not manufactured.  As a result, projects can take time to be fully completed.  We can have a project out before a specific date, but shipping is out of our control.  We are only provided estimated arrival time based on the freight carriers system.  In most cases, these estimates are accurate, but not always. 

We use the highest quality materials from cabinet grade real wood all the way to the veneer, struts, luxury paint etc. We do not cut corners and details are very important. Our process and attention to detail is unparalleled. You will receive high quality products when ordering from us!

 

PAYMENT PLANS:

We offer flexible payment plans. The total cost of your project + shipping can be broken up into 2 payments. We’ll receive half up front, and the remaining balance once your project is completed. If you need more time or if you want to break total amount into more than 2 payments, we may be able to arrange on a case by case basis. A $14.00 fee will be applied to each payment, over 2 payments, to cover extra fees incurred from a merchant account.  Fees do not apply if total amount is paid in full or under 2 payments. Please contact us for more information on this.

 

 

 

SHIPPING NOTICE:

Please contact us about the shipping price for your order. Our system will automatically calculate freight cost for most US destinations, but to your location it could be more or less and we can create a listing with shipping cost specific for your location. If you do not contact us first, shipping may not be accurate for your order. We are located in Houston, Texas, so if you are in our area feel free to do a local pickup as well.

When we ship boxes, unless requested specifically, they WILL go to the closest freight terminal near your home address and you will need to pick up from the terminal. Access to a truck or SUV is needed for this option. For customers who choose to go with door to door delivery, once your box arrives to your city, freight carrier will call you to setup a delivery time and day to bring your product to your home.  

FYI: A freight shipping terminal is like a post office for items that have to ship via freight.

IMPORTANT NOTICE:

You must set an appointment for delivery within a certain time frame, typically within a week, after your project arrives to your city. If your box sits at the carrier’s terminal to long, without you scheduling a time for delivery or if freight company is not able to get in touch with you, the booked freight company may charge storage fees. We will not allow storage fees to be authorized on our account, unless paid in advance by customer. In cases where freight carrier cannot get in touch with you to schedule an appointment, we would give freight company permission to deliver your order to your requested destination. Your order will be left in the most secure spot available, on site of delivery location, in order for each party to avoid paying storage fees.

We can setup door to door delivery as well, which is the most preferred option, but it can be a bit more expensive than terminal pickup (normally $80 - $90 more.) Most freight carriers charge more when they have to deliver residential versus commercial, and will typically charge you a fee for using a lift to take freight off of truck, but this is all included with door to door delivery service.  We have developed good relationships with our freight brokers and can offer our customers pretty competitive prices on shipping in general. Also, if you would like to speak to our freight brokers directly, we'll be happy to put you in touch to arrange your own shipping.  We sometimes use private delivery drivers when available.  When we use these delivery services, insurance is automatically added for you at no extra cost.

If you would like to purchase insurance on any freight please contact us for more information and pricing.  Although 98% of our freight is shipped without being damaged in transit, in rare cases, it is possible that damage could occur by a carrier.  In rare cases like this, WE cannot be financially responsible, however, we will file a damage claim with that carrier on behalf of customer for reimbursements for damage.  It is up to the carrier to remedy these sorts of issues.  Any item that leaves our warehouse is thoroughly inspected, we will not send out damaged items. 

**PLEASE NOTE THAT TRANSIT TIMES ARE NOT GUARANTEED**

INTERNATIONAL ORDERS:

We can ship globally, but prices will vary and can be quite costly in comparison to domestic freight. Most international shipments will go by sea and can take 30-40 days to reach destination port, in some cases (If you would like to receive your box faster, air freight is available.) This is in addition to time it will take to build your box. You have several options with international shipping, either door to door, or door to port. If you decide to ship door to port, you may be subject to custom fees and taxes depending on the country. On all door to door international shipments, generally, you will not have to pay separate international custom fees. However, most countries do require duties and taxes to be paid, this varies depending on country. We cannot assume any financial responsibility for international customs, taxes, duties, storage etc. Customer is responsible for any and all charges occurred during international shipping.

    *We have a no cancellation policy, if we have already started on your project, that means we’ve already put time and money into it, therefore, those resources would not be able to be recouped.  Thanks for understanding!

    *Due to size, customization and high shipping cost, returns are not accepted and all sales are final, however we will work with you to resolve any issues.

    By ordering from us, we assume that you have read and agreed to the information provided above, please read through it carefully, as we want to ensure that you understand our shop policies and if we can assist or answer any questions or concerns, we’ll be happy to do so. 

    Thanks for visiting!

    The Contour Team