Policy · updated 07.09.2026

Terms of sale.

Custom hardwood, ordered like an instrument reads: exactly. Here is how an order works, in the same plain language the rest of the site uses — the numbers below render from the same live constants checkout charges by.

Made to order

Everything we build is cut to your configuration — species, construction, dimensions to the sixteenth, options. The spec sheet your order produces is the agreement: what it shows is what the shop builds, and the price at order is the price, period. Check it the way you’d check a drawing, because that’s what it is.

Payment

Orders under $3,000 are charged or invoiced in full. From $3,000, payment splits 50/50 — half to start, the balance before ship. Projects over $15,000run in three steps: a third to start, a third at the build’s midpoint, the balance before ship. Where card payment is on at checkout the first payment is charged securely by Square when you place the order; otherwise the shop confirms your spec by email and invoices per the same schedule. Lumber orders are invoiced after freight is quoted to your dock — never charged sight-unseen.

Lead time

The published lead time — currently 3–4 weeks — is an honest estimate, not a guarantee: it reflects the production queue and is confirmed against the schedule when your spec is confirmed. If your date is hard, say so on the order and the shop tells you plainly whether it can be met.

Delivery & receiving

Shipping is in the price on every form. White-glove zones get a scheduled window with the piece placed in its room; freight deliveries arrive crated — open and inspect before signing, note anything on the delivery receipt, photograph it, and email the shop the same day. Carrier claims are ours to run, not yours.

The remake promise

Custom work doesn’t have a returns aisle — it has a shop that stands behind the build. If a piece arrives damaged, or doesn’t match its spec sheet, tell us and we make it right: repaired in place where the finish allows, rebuilt where it doesn’t. Wood being wood — grain, color variation, and movement within the species’ nature — is the material, not a defect; the spec sheet’s numbers are what we guarantee.

Changes & cancellation

Need to change a spec after ordering? Email the shop immediately — changes are free until material is cut, and honestly priced after. The same goes for cancellation: before the build starts it’s a conversation, not a penalty; once your boards are cut the work done is owed.

Trade accounts

Trade pricing applies automatically while signed in and on orders placed through the portal. Tier terms are set per account; the program’s scope is described on the trade page.

The mailbox

Anything these terms don’t answer, info@formhaus.com does — a person at the shop reads it.