POLICIES / FAQs
OUR POLICIES AND TERMS
Please remember that many of our products are distressed in style and the actual distressing may vary piece to piece.
Please contact us immediately at firstname.lastname@example.org if you need to cancel an order. We are only able to cancel an order that has not yet been prepared for shipping. If a tracking number has been assigned for your order, we are no longer able to cancel it.
We are able to accept returns for defective items for 30 days from the date of purchase. We will issue a full refund within 2 business days of receiving the return.
For any other returns, please contact us at email@example.com for a return authorization. We are able to authorize a return within 30 days from the date of purchase. A refund will be issued for the purchase price minus a 20% restocking fee, within 2 business days of receiving the return.
We are typically able to get reduced shipping rates for return packages. If you would like us to provide a return shipping label at our reduced rates, we are happy to email you a label and deduct the return shipping cost from your refund. Please indicate if you would like that option when you request your return.
We are not able to accept returns or provide refunds for custom orders.
Free shipping to continental United States only. Please contact us for shipping quotes outside of the continental U.S.
Your information will only be available to Urban Legacy, Legacy Companies (our parent company) and our trusted affiliates.
FREQUENTLY ASKED QUESTIONS
Why is my custom shelf quote higher than shelves I saw on your site that are bigger than mine?
All of our standard sizes that you see on our site are shelves that we always have stock of here at our warehouse. We also have the proper size boxes for those shelves. Since we don't do the manufacturing in house (we partner with an Amish friend nearby) we then need to go pick up the order outside of our normal weekly pick up from him, so there is time involved there. There is a $10 custom fee on every custom order, due to having to change the saw set up for custom sizes. We have to make a custom box for every custom order, as we have custom orders coming through constantly with new sizes that vary in length, depth, thickness, number of shelves, and whether or not they want brackets, which also leads us to needing to charge shipping.
Why are you charging me shipping on my custom shelf order when all of the shelves on your site have free shipping?
Unfortunately, no online retailer actually offers free shipping. They just bake it into the price of the item. All of our standard size shelves that you see on our site, we have standard size boxes that we buy in bulk. We also package them ahead of time, so that when an order comes through, we pick your shelves and put them on an outgoing skid immediately. With custom shelf orders, we have to make a custom box for every order, as we have custom orders coming through constantly with new sizes that vary in length, depth, thickness, number of shelves, and whether or not you want our large metal brackets. It is just not feasible to have proper sized boxes ahead of time, when no two custom size shelves that we send out are ever the same.
Email 16 Holly Dr. Leola, PA 17540 717-661-3987