Doing What's Right

Every frame I make is made to order for the piece it's meant to hold. There's no warehouse, no return bin, no shortcuts. That means I have to get it right the first time, and I do.

If the frame arrives damaged in shipping, I'll replace it. No questions, no photos required, no hoops. Email me and a new one goes on the bench.

If the frame isn't what you expected, the wood, the finish, the fit, email me and we'll figure it out. Sometimes that's a refund. Sometimes it's a replacement. Sometimes it's a small adjustment I can walk you through at your kitchen table. I'd rather solve a real problem than send a form response.

And if you change your mind for any reason at all, send it back and I'll refund it in full. Stock size, custom size, cut for a canvas nobody else will ever own. Doesn't matter. I've had about two returns in six years of building frames, and I'll take the loss on both before I put a rule in writing that lets me off the hook.

The email is andrew@atlaswoodcompany.com. I read every message.

That's the whole guarantee. Doing what's right, not what's easy, is how this shop was built. I'm not going to walk away from that on the one order it costs me something.

Andrew

How returns work

Email me at andrew@atlaswoodcompany.com with your order number and a sentence about what happened. If it's damaged, a photo helps but isn't required.
I'll send you a prepaid shipping label the same day, usually within a few hours.
Pack it up however you can. Original packaging is nice but not necessary. The frame's already been through shipping once, so a padded box and some paper is plenty.
Refund lands on your original payment method as soon as the box shows movement in tracking. You don't have to wait for me to receive it.

Cancellations before shipping work the same way. Email me, I'll cancel the order and refund it before the day is out. If it's already at the mill or on the bench, I'll let you know where we are in the build and we'll figure out the right thing to do together.