Policies and FAQ
Our goal is to leave you with a cool new gift in your hand and a smile on your face!
If there is something you are unhappy about, please contact us immediately and we'll quickly work with you to make everything right! We WILL respond ASAP through email--if you haven't received a response in 24 hours, please check your spam folder, and verify that your return email address was correct.
SHIPPINGUSA: USPS is our primary carrier, but can offer UPS at special request (possibly with a surcharge). Most items will need one to two weeks to be crafted and dried before they can be shipped. You will receive a shipment confirmation email with tracking number at that time.
AUSTRALIA AND NEW ZEALAND BUYERS
Your customs are picky when it comes to importing wood tainted with foreign biology. Your product may be detained in customs and you may be required to pay additional fees for sterilization. We cannot be held responsible for any additional fees, and we do not guarantee delivery.
Please consider all sales final, but we will certainly refund/exchange an item that is faulty in construction or damaged in shipping. If you'd like to return an item for any other reason, providing it wasn't customized in any way, we will refund the original purchase price minus any shipping fees upon return within 30 days of receiving the item.
We respect your privacy! We will not misuse, sell, or exploit any information provided to us. All information provided to us is used for the sole purpose of processing your order. We will retain only the information needed to complete your order and keep a log for our business records.
The information collected is as follows:
- Billing Address
- Shipping Address
We protect the security of your personal information during transmission by via SSL encryption.
We accept payment through Paypal, USPS Postal Money Orders or credit card. Orders placed within the state of Michigan will have an additional 6% tax applied.
Payment must clear before item can be shipped.
Orders totaling $600 or more must be payed with a USPS Postal Money Order, mailed to the address provided upon checkout along with a printout of your order invoice.
Will my item look exactly like the product photo?
Almost all of the photos shown are stock and not actual images of the piece you will receive. We do our best to use photos of typical pieces that will resemble your product as closely as possible. Please note, however, that no two pieces will ever look identical. Your item may or may not contain certain features displayed such as knots, darkened heartwood, shrinkage cracks, etc. We will always try to use the wood's natural character to the item's artistic advantage. Please do not consider these irregularities to be imperfections unless they somehow drastically hinder the function of the piece.
Can you customize an item for me?
We welcome and consider all custom order requests! We'll chat with you and work out the details of your ideas/needs in order to get you a quote as soon as possible. Visit this page for more info.
Why hasn't my order shipped yet?
Most of our products are crafted upon purchase from green, fresh wood. Please be patient while your item is crafted and dried; this can take up to two weeks.
How long do your signs last?
We coat our outdoor products with several applications of a high-quality, environmentally-friendly penetrating urethane. However, no wood item will last forever if exposed to the weather without periodic maintenance. You may need to recoat your item with a quality spar urethane every few years or as needed, depending on the conditions that your product is exposed to. We offer no 'guarantee' against fading or degradation.
Why do some of your product images have watermarks for "ImagineNation", or "Home n' Stead"?
Our items have been sold through various etsy stores for several years, so older pics may not have the "ThatFamilyShop" watermark yet. Rest assured they are all property of the same folks here at "ThatFamilyShop"!
If there is anything you are unsure or unhappy about, please don't hesitate to contact us! We're more than happy to chat and work things out. Our aim is to be as clear and upfront as possible. :-) We WILL respond ASAP through email--if you haven't received a response in 24 hours, please check your spam folder, and verify that your return email address was correct.
If all else fails, you can email us directly at lundfamATthatfamilyshopDOTcom