Policies and FAQ
Our goal is to leave you with a cool new gift in your hand and a smile on your face! Review these policies before purchasing so you know what to expect from your transaction with us.
If you have an order and 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.
Here's the wordy version:
Information We Collect
To fulfill your order, you must provide us with certain information such as your name, email address, postal address, payment information, and the details of the product that you’re ordering. You may also choose to provide us with additional personal information (for a custom engraved sign, for example).
Why We Need Your Information and How We Use It
We rely on a number of legal bases to collect, use, and share your information, including:
as needed to provide our services, such as when we use your information to fulfill your order, to settle disputes, or to provide customer support;
when you have provided your affirmative consent, which you may revoke at any time, such as by signing up for our mailing list;
if necessary to comply with a legal obligation or court order or in connection with a legal claim, such as retaining information about your purchases if required by tax law; and
as necessary for the purpose of our legitimate interests, if those legitimate interests are not overridden by your rights or interests, such as providing and improving our services. We use your information to provide the services you requested and in our legitimate interest to improve our services
Information Sharing and Disclosure
Information about our customers is important to our business. We share your personal information for very limited reasons and in limited circumstances, as follows:
Service providers. We engage certain trusted third parties to perform functions and provide services to my shop, such as delivery companies. We will share your personal information with these third parties, but only to the extent necessary to perform these services.
Business transfers. If we sell or merge our business, we may disclose your information as part of that transaction, only to the extent permitted by law.
Compliance with laws. We may collect, use, retain, and share your information if we have a good faith belief that it is reasonably necessary to: (a) respond to legal process or to government requests; (b) enforce our agreements, terms and policies; (c) prevent, investigate, and address fraud and other illegal activity, security, or technical issues; or (d) protect the rights, property, and safety of our customers, or others.
Transfers of Personal Information Outside the EU
We may store and process your information through third-party hosting services in the US and other jurisdictions. As a result, we may transfer your personal information to a jurisdiction with different data protection and government surveillance laws than your jurisdiction. If we are deemed to transfer information about you outside of the EU, we rely on Privacy Shield as the legal basis for the transfer, as Google Cloud is Privacy Shield certified.
If you reside in certain territories, including the EU, you have a number of rights in relation to your personal information. While some of these rights apply generally, certain rights apply only in certain limited cases. We describe these rights below:
Access. You may have the right to access and receive a copy of the personal information we hold about you by contacting us using the contact information below.
Change, restrict, delete. You may also have rights to change, restrict our use of, or delete your personal information. Absent exceptional circumstances (like where we are required to store data for legal reasons) we will generally delete your personal information upon request.
Object. You can object to (i) our processing of some of your information based on our legitimate interests and (ii) receiving marketing messages from us after providing your express consent to receive them. In such cases, we will delete your personal information unless we have compelling and legitimate grounds to continue using that information or if it is needed for legal reasons.
Complain. If you reside in the EU and wish to raise a concern about our use of your information (and without prejudice to any other rights you may have), you have the right to do so with your local data protection authority.
How to Contact Us
For purposes of EU data protection law, members of the William Lund family are the data controllers of your personal information. If you have any questions or concerns, you may contact us at lundfamATthatfamilyshopDOTcom. Alternately, you may mail us at:
The Lund Family 26344 Quartz Rd Ontonagon, MI 49953 USA
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