top of page
.png)
FAQ's
Frequently asked questions
FAQ's
No. Our lids are not printed with ink or sublimation in any way. They are engraved which is a process of removing material via laser. This technique although beautiful and very effective, can also sometimes be slightly inconsistent due to the fact that wood burns differently based on several factors such as dryness of wood, hardness of wood and moisture content.
To elaborate further, when you see our walnut or ebony lids that are engraved, you are not seeing white ink. You are seeing the natural birch underneath. Therefore, colors of engraving can vary slightly. we do NOT consider any differences in engraving to be a defect, and will NOT refund, or re-make lids based on these factors.
In addition, we do not engrave in any sort of color, it is a simple laser engraving.
Unfinished will always engrave the best. We strive to achieve the most legible engravings on stained wood however please note that on stained wood it is imperative that your logo is of extremely high quality and high definition. Also, tiny font can be hard to read as well so please keep that in mind.
Because we use a natural and untreated wood medium, stain will always penetrate it differently from one sheet to the next, and every piece wood will vary as well. We strive to get the colors and engraving as similar as possible but unfortunately can never guarantee that these aspects will be identical from one product to the next. We do not consider these nuances to be defects nor will we refund, or remake your order based on this.
We do not accept returns or exchanges on any product. For this purpose we have included a sample lid listing in which you can get a sample lid of your choosing to verify your final engraving and/or make sure that the fit is precise. At this time any adjustments can be requested to ensure your SAMPLE will fit correctly, and we are always happy to help! For fragrance oils, we also offer 2 oz samples for you to smell, and test, before committing to a bigger bottle. In the event of a defective product, we will typically request the item(s) to be returned for inspection. Upon completion of that process, we will either issue a refund or exchange if the product is found to be truly defective.
No. For the sake of keeping our prices extremely affordable, we simply utilize the image uploaded and engrave it to the best of our artistic ability. However, if you DO wish to have a proof (digital mockup photo) sent to you, please attach a note to your order that you want a proof. We are happy to do this for you!
No. Unfortunately complexity of order does NOT speed up our processing times. All orders are cut and prepared TO ORDER and are placed in a que. Our processing times will always be displayed in our website header/banner. This does not include shipping times. If you do need something quickly, PLEASE use the chat feature or email us as soon as possible to see if we can accommodate your request. Unfortunately not all requests for expedited custom orders can be honored but we will always try our best.
In order to save on shipping, if you ordered customized items (engraved lids, plain lids, sample lids, vendor displays, freshies) along with in stock items (wax, oils, wicks, vessels) we will always attempt to ship everything TOGETHER and at the SAME TIME. If you need your in stock items right away, we highly recommend that you place two separate orders.
Every single lid that we create is hand made. From the cutting of our wood, to the staining of each sheet. Well the laser does the engraving! But everything else is us. That also includes our gaskets. Hand made products are just that; handmade! They are perfectly imperfect, yet made with allot of love <3 if this is not for you, we always have samples available for purchase so you can try them out before purchasing a bigger quantity.
Effective immediately we have now implemented a $20 revision fee. If you have a new logo, you MUST put a note on your order, if you do not, we will not check your new upload and will use your old logo. This is a non-negotiable policy. Once we get to your order and read your note, we will send you the $20 fee.
Sometimes UPS doesn't always scan packages immediately upon picking up. Please allow 48-72 hours for it to update. If it doesn't update after that, please send us an email. Furthermore, although we typically have a pickup EVERY weekday, in the chance of severe weather, we will forego a pickup for the safety of our package couriers and schedule it for the next business day.
If you reach out to us within 1 hour of placing the order, we will happily accomodate a cancellation. If it is past that, we are unable to cancel it, because your order is already processing with us. Cancellations are not ALWAYS guaranteed, and you are subject to pay the processing fees associated with your payment type and restocking fee when necessary. Pre-orders are 100% non refundable.
We are extremely responsive, and we are also on social media. However the BEST way to reach us and the most appropriate channel for communication, is via email or website chat. This allows us to more properly address your needs. If you attempt to tag us on Facebook, please know that we may not respond, because notifications can get backed up and your tag can get lost.
bottom of page