Frequently Asked Questions
Custom Orders & Turnaround Times
How long does it take to make a custom order?
Most custom and made-to-order pieces take 14–21 business days to craft before they're ready to ship. During busy seasons (holidays, Mother's Day, etc.) turnaround times may be longer — we'll always let you know at checkout or via email if there's an extended wait.
Can I rush my order?
Rush orders may be available depending on our current workload. Please contact us before placing your order to check availability and any applicable rush fees.
When will I receive an order confirmation?
You'll receive an email confirmation as soon as your order is placed. We'll follow up with any questions about your personalization details within 1–2 business days.
Personalization & Custom Details
What information do I need to provide for a personalized item?
It depends on the product! Generally, you'll need to provide:
- Name(s) to be engraved or carved
- Date(s) (for anniversary pieces, memorial items, etc.)
-
Logo(s) please provide in black with no background as large as possible (2048px or larger in either .jpg or .png format.
- Font preference — browse our available fonts on the CNC Fonts page
- Any special message or quote you'd like included
You can enter these details directly in the product options at checkout. If you're unsure, just reach out and we'll guide you through it.
Can I see a proof before my item is made?
For complex or large custom orders, we're happy to send a digital proof for your approval before we begin. Please note this may add 1–2 business days to your turnaround time. Request a proof when placing your order or by contacting us.
Can I make changes after I've placed my order?
We begin work on custom orders quickly, so please contact us as soon as possible if you need to make a change. We'll do our best to accommodate edits, but once production has started, changes may not be possible.
Materials & Wood Types
What types of wood do you use?
We work with a variety of hardwoods and quality wood products depending on the item. Common materials include maple, red oak, smoked ash, cherry and mahogany. Each piece may vary slightly in grain and colour — that's the natural beauty of real wood! If you have a specific wood preference, contact us and we'll let you know what's available.
Are your products durable?
Yes! Our pieces are crafted to last. We use quality materials and finishes designed for everyday use. That said, wood is a natural material and will respond to its environment — keep pieces away from prolonged moisture and direct sunlight for best results.
How do I care for my wooden item?
- Wipe clean with a dry or slightly damp cloth — avoid soaking or submerging in water.
- Keep away from direct sunlight and extreme heat to prevent warping or fading.
- For cutting boards or functional pieces, apply a food-safe mineral oil or beeswax occasionally to maintain the wood.
- Avoid harsh chemical cleaners.
Shipping
Where do you ship?
We ship across Canada and the United States. If you're outside these regions, please contact us to discuss options.
How long does shipping take?
Once your order is complete and shipped, delivery typically takes 3–7 business days within Canada and the US, depending on your location. Please keep in mind that production time (14–21 business days) comes before shipping time.
How much does shipping cost?
Shipping rates are calculated at checkout based on your location and the size/weight of your order. We occasionally offer free shipping promotions — keep an eye on our store for current offers!
Will I get a tracking number?
Yes! Once your order ships, you'll receive an email with your tracking information so you can follow your package every step of the way.
Returns & Exchanges
Can I return a personalized item?
Because our items are custom-made just for you, we are unable to accept returns or exchanges on personalized orders unless the item arrives damaged or there is an error on our part.
What if my item arrives damaged?
We're so sorry if that happens! Please contact us within 7 days of receiving your order with a photo of the damage to the item, the box, packaging and your order number. We'll make it right.
What if there's a mistake on my order?
If we made an error on your personalization, we will replace the item at no cost to you. Please double-check all personalization details before submitting your order, as we craft exactly what is provided. Please note we also send a picture of your custom item before it is shipped for your review.
Still Have Questions?
We'd love to hear from you! Visit our Contact Us page and we'll get back to you as soon as we can.