Shop policies

Last updated on October 20, 2024

📦 Order Processing & Shipping Policy

Order Processing
We process and ship orders Monday through Friday, excluding all Federal and Postal holidays.

  • Orders placed before 12:00 PM EST will ship the same business day

  • Orders placed after 12:00 PM EST will ship the next business day

Shipping Times

  • Free Standard Shipping: Typically arrives in 4–7 business days

  • Priority Shipping: Typically arrives in 1–3 business days

  • Hand Delivery Items: Typically arrives in 6-8 business weeks.

Incorrect Address / Return to Sender
If an order is returned due to an incorrect address or business closure, a refund will be issued minus the original shipping cost.

Local Pickup – Shelby, OH (44805)
Local pickup is available at our Shelby, Ohio warehouse with prior payment.
To schedule a pickup, please contact us at:
📧 Nate@stumpscustomwood.com

International Shipping
We currently offer shipping to Canada for select products.

💳 Payments Policy

Secure Payment Options

We offer a variety of safe and flexible payment methods for your convenience. All transactions are processed securely.

Accepted Payment Methods:

  • 💵 Cash (local pickup only)

  • 🧾 Check or Money Order

  • 🔄 ACH Bank Deposit

  • 💸 Venmo

  • 💰 CashApp

  • 💳 Additional payment options available at checkout

If you have any questions about how to pay or need help selecting the best option, feel free to contact us at:
📧 Nate@stumpscustomwood.com

🔄 Returns & Refunds Policy

Return Eligibility
Returns are accepted within 7 days of delivery.
To qualify:

  • Item must have been purchased through our website & elidable for returns (hand delivery is not elidable)

  • Product must be unused, in original packaging, and in the same condition received

🚫 Non-returnable items:
Due to the risk of damage, we do not accept returns on:

  • Light bulbs of any type

  • Rack or cage systems

  • Hand Delivery Items

  • Personalized Items

  • Custom Items

How to Start a Return
To initiate a return, please submit a return request via email.
If approved, you will receive the return address along with two options:

  • Option A: You purchase and send your own return label

  • Option B: We provide a return label and deduct the label cost from your refund

⚠️ Do not send items back without prior approval — they will not be accepted.

Damaged or Incorrect Items
Inspect your items upon arrival. If damaged or incorrect, contact us immediately.
To initiate a Damage Claim, submit your report [here] with the following:

  • A photo of the shipping box

  • A photo of the shipping label

  • Clear photos of the product damage

Once your claim is approved, we will send a return label. After we receive the damaged product, we’ll issue a replacement or refund, at our discretion.

Racks & Cages – Special Notice
Due to shipping complexity and high risk of return damage, racks and enclosures are non-returnable.
However, we guarantee safe delivery. If your rack or cage arrives damaged, please report it immediately via a Email or Text. Refunds or replacements will be considered at our discretion.

Lost Shipments
If your order is not marked as delivered within 10 business days, we will send a replacement at no cost.

📦 Orders marked as delivered by the carrier are the buyer’s responsibility.
ReptiChip is not liable for lost or stolen packages after delivery.
If theft is suspected, we recommend filing a police report.

Refunds
After we receive and inspect your return, your refund will be processed immediately.
Please allow 2–3 business days for the refund to post to your account.

📜 Terms of Service

Effective Date: [07-05-2025]

Welcome to Stumps Custom Wood. By accessing or using our website, purchasing our products, or interacting with our business in any way, you agree to the following Terms of Service. Please read them carefully.

1. Overview

Stumps Custom Wood is a small business based in Shelby, Ohio, specializing in handcrafted wood products and custom-made goods. These terms govern all purchases made through our website, marketplace stores (e.g., Etsy, TikTok Shop), and local pickup orders.

2. Handmade Product Disclaimer

Most of our products are handcrafted from natural materials. As such:

  • Variations in wood grain, color, texture, and finish are normal and part of each item’s unique character.

  • Small imperfections are natural in custom woodworking and do not qualify as defects.

  • Custom orders may vary slightly from product photos due to the natural uniqueness of each piece.

3. Ordering & Payment

By placing an order, you agree that:

  • All provided billing/shipping information is accurate and complete.

  • Payment is required at the time of order, unless otherwise arranged.

  • We accept payment via cash (local pickup), check, money order, ACH deposit, Venmo, CashApp, and other secure methods offered at checkout.

  • Orders will not begin processing until payment is received and cleared.

4. Shipping & Processing

  • Orders ship Monday through Friday, excluding Federal holidays.

  • Orders placed before 12:00 PM CST will ship the same business day; later orders ship the next business day.

  • Free standard shipping (4–7 business days) and optional priority shipping (1–3 business days) are available.

  • Local pickup is available from our Shelby, OH location by appointment and prepayment.

5. Returns & Refunds

  • Returns are accepted within 30 days of delivery for unused, resellable items in original packaging.

  • Custom-made products, light bulbs, and rack/cage systems are non-returnable.

  • Return shipping is the buyer’s responsibility unless otherwise approved.

  • Unauthorized returns will not be accepted.

  • Refunds are processed after inspection and issued within 2–3 business days.

For full details, see our [Returns Policy].

6. Damages & Lost Packages

  • If an item arrives damaged, contact us immediately with photos of the product, box, and label.

  • Racks and cages are guaranteed to arrive intact but are not returnable due to risk of return shipping damage.

  • Lost packages not marked as delivered within 10 business days will be replaced.

  • Packages marked “delivered” are considered fulfilled; Stumps Custom Wood is not liable for theft or loss post-delivery.

7. Custom Orders

We’re happy to accept custom requests. However:

  • All custom sales are final.

  • Lead times and pricing will vary depending on design complexity.

  • We reserve the right to decline custom orders that are outside the scope of our business.

8. Intellectual Property

All content, product images, logos, and designs are the property of Stumps Custom Wood and may not be reproduced or used without permission.

9. Limitation of Liability

To the fullest extent permitted by law, Stumps Custom Wood shall not be held liable for any incidental, indirect, or consequential damages related to the use of our products or services.

10. Changes to Terms

We may update these Terms of Service at any time. Changes will be posted on this page, and continued use of our site and services implies acceptance of the updated terms.

11. Contact Us

For questions, custom orders, or policy concerns, contact:
📧 Nate@stumpscustomwood.com
📍 Shelby, OH 44805