Custom Order & Satisfaction Policy
At True North Woodwork Co., every piece is handcrafted to order using carefully selected solid hardwoods. Because each item is built specifically for its owner, we encourage customers to review all dimensions, wood species, finish selections, and design details before production begins.
Craftsmanship Guarantee
We stand behind the quality of our work. If your furniture is built incorrectly, contains a defect in workmanship, or arrives with damage caused during shipping, we will repair, replace, or otherwise resolve the issue at our discretion.
Any shipping damage must be noted at the time of delivery and reported to us within 72 hours.
The Beauty of Natural Wood
Solid hardwood is a living, natural material. Every board is unique and may contain variations in:
- Grain pattern
- Color and tone
- Mineral streaks
- Character markings
- Small knots (where appropriate)
- Seasonal movement caused by changes in humidity
These natural characteristics are not considered defects but are part of what makes every piece one of a kind.
Hand-Applied Finishes
Our furniture is finished by hand using premium finishing systems selected for both beauty and durability. Minor variations in color, sheen, and wood absorption are normal characteristics of handcrafted furniture and are not considered manufacturing defects.
Returns & Cancellations
Because every piece is custom built specifically for each customer, we are unable to accept returns or provide refunds due to:
- Buyer's remorse
- Changes in décor or personal preference
- Ordering the wrong size after design approval
- Natural wood variations described above
If production has not yet begun, cancellation requests will be reviewed on a case-by-case basis. Once materials have been ordered or production has started, deposits become non-refundable.
Our Promise
Our goal is to build furniture that your family will enjoy for generations. If an issue arises due to our workmanship, we will work with you in good faith to make it right.
Dimensional Approval
Customers are responsible for confirming that all furniture dimensions will allow the piece to pass through doorways, stairways, hallways, elevators, and any other access points before production begins.
True North Woodwork Co. is not responsible for furniture that cannot be moved into the customer's home because of access limitations.
This is a very common issue with large dining tables, hutches, and oversized furniture, and having it clearly stated up front can prevent difficult situations later.