SHIPPING AND RETURNS
CRATES AND DELIVERIES
When it comes to shipping, we've got two basic goals: get your furniture to you in perfect condition and do it as fast as possible.
To that end, we build custom plywood crates for most everything we make. The crates are packed here at our shop and handed off to a freight carrier. When the handoff happens, we'll send you an email with a tracking number and contact information for the freight company. That carrier will contact you at the number you provide during checkout to make delivery arrangements. Costs will vary based on the pieces in your order and will be shown in the checkout process.
All of our standard freight deliveries are curbside deliveries, M-F during normal business hours, in the contiguous United States. You'll need to be available to meet the truck when it shows up and the freight company won't bring your stuff into your place nor will they unpack it for you nor haul away the crate. That's all on you. But don't stress about it. Just plan to have a helper (or two, depending on the size of your order and the sturdiness of your crew) and a power screw driver with a phillips-head bit handy for the delivery.
We try to keep component parts for all of our pieces in stock and ready for assembly and finishing. That said, there's almost always a bit of work that needs to be done at our shop before all is ready to go: some gluing or powder coating or sewing or whatnot. We can almost always get everything done and packed and ready to roll in our standard six week lead time for all of our pieces. Transit to most standard shipping locations usually takes less than an additional week.
In some unusual cases lead times can be a bit longer. If your order falls into this unlucky class we'll get in touch right away to let you know when you can expect to receive it. If the plan doesn't work for you for any reason we'll happily and fully cancel and refund your order.
HAWAII, ALASKA AND NON-US ADDRESSES
If you need to ship to Alaska, Hawaii, Canada or, really, any international destination, please reach out to us at email@example.com or at 303-246-5759. Canada in particular is no sweat—we just need to charge a bit more to cover customs fees.
If you have any special shipping circumstances we should know about, please get in touch within 48 hours of placing your order (again at either firstname.lastname@example.org or at 303-246-5759).
If you need to cancel your order, please do so within 24 hours of placing it. While we will fully refund your order of any of our standard products at any point prior to shipping, since we don't maintain an inventory of fully completed products (just component parts) we're not set up to store finished or even partially finished products. To do so costs us time and money and we'd really rather not. So, please, if you have to cancel do it early.
Custom orders may not be refunded after 48 hours and shipping is not refundable on any order that has shipped.
MEASURE YOUR SPACE
Before placing your order, make sure the piece you want will fit into your space. And not just in the particular spot you're planning to set it on but through every doorway and around every corner between your curb and that spot. Some of our pieces ship disassembled and require simple assembly once you unpack them; some ship assembled and can be disassembled to fit into especially tight spaces. If you have any questions about the specific dimensions of a piece you're considering, get in touch with us at either email@example.com or at 303-246-5759.
If you know you won't be able to take delivery during the normal lead time window, just let us know when you place the order and we'll hold off shipping until you're ready at no charge. If you don't tell us until after your order has shipped, there may be additional fees (charged by the freight company—there's usually no getting around these). Same goes for changing the delivery address. And for missing the appointment the freight company set up with you. They are almost always unforgiving. We'll need to pass these fees along to you as they occur.
We want you to be happy with your DoubleButter products—we love this stuff and we know that our reputation for building some of the best furniture in the world is the key to our success. So, if you're unhappy we very much want to fix it.
Here's the deal: if you want to return your order, notify us within 10 days of receipt and we'll accept if for a full refund or exchange. After 10 days, you can still return it but we'll charge you a 20% restocking fee. After 90 days, unless the item is defective (see our warranty below), we won't accept returns.
Original shipping/delivery fees are non-refundable and you will be responsible for the return freight. To receive a full refund the product must arrive at our facility in its original condition. If you think you might want to return it, be sure to retain all of the original packaging to make the return trip as safe as possible.
If your order arrived damaged, please contact us immediately at firstname.lastname@example.org or at 303-246-5759 and we'll arrange to replace the goods or to refund your purchase (including shipping charges) as appropriate. Be sure to note the damage, if it is evident by looking at the crate, on the shipping documents from the freight company. Please take photos too—they'll help us collect the insurance from the carrier.
For all products shipped after August 1, 2017, DoubleButter offers a limited lifetime guarantee to the original purchaser that the product lines we manufacture are free of defects in workmanship and materials. Should any failure to conform with this limited warranty appear to a DoubleButter product during the applicable warranty period from the date of shipment, DoubleButter shall, upon prompt notice, repair or replace, at our option and costs, the affected part or parts.
This lifetime guarantee does not apply to:
1. Failure to follow product care guidelines supplied by DoubleButter
2. Damage caused by a carrier other than DoubleButter
3. Normal wear and tear and natural aging of materials
4. Customer’s own material or other third party materials applied to products
5. Products not installed following instructions or damaged by careless removal of packaging
6. Dramatic temperature variations or exposure to unusual conditions
7. Reckless or especially careless use
8. Drawer slide hardware warranty is limited to 5 years
Natural variations occurring in materials shall not be considered defects.