FAQ

We are here to help.

How do I choose the right wood?

All of the wood used for our products is premium grade hardwood. This is one aspect of our work that sets us apart from other producers, we do not use any plywood or fabricated board. We do not paint or stain any of our items. All of our pieces are finished with clear lacquer to show off the natural beauty of the wood.

Wood color and grain vary from piece to piece, even boards from the same species. Which wood is best for your order is largely personal preference, but if you are ordering an engraved item please keep this in mind:

Detailed drawings or extensive text show up much better on a lighter colored wood (ambrosia maple or cherry).

See the chart below for descriptions of our four wood types and browse our collection to see examples. You can see pictured samples of wood types in the descriptions of each listing when you click on an item.

Your item is customized right down to our selecting specific cuts of wood (a piece of cherry that will work with your order!). If you have a preference (such as a lighter piece of walnut, an ambrosia maple piece with a lot of grain contrast), please note your preference in your cart and we will do our best to pick a piece of wood consistent with your request.

* Ambrosia Maple, also known as Ghost Maple, is normally light with varying color and grain. It is known for dark grain contrasts which add brown, gray, and bluish highlights to the wood. Ambrosia Maple worm holes and darker grain highlights come from the Ambrosia Beetle Inhabiting the tree before it was harvested, hence the name “Ambrosia Maple”.

**Since Walnut can vary in intensity, you can request a piece of wood on the lighter or darker side.

SEE TABLE BELOW

Wood	Color	Color and Grain Consistency	Unique Attributes
Ambrosia Maple*	Light, Cream-colored	Tones vary somewhat, Grains vary widely	Dark grain highlights and worm holes
Cherry	Light Reddish	Fairly Consistent	Color turns darker/richer over time
Mahogany	Dark, Reddish Brown	Very Consistent
Walnut**	Dark, Chocolate Brown	Intensity of color can vary

How soon will my order ship?

Music and memory boxes, cutting boards, urns, and music pieces: Most ship in 5-11 days from when an order is finalized*.

Furniture: Ships in 4-6 weeks.

In case you want to know more: Hand-made and personalized does take a little extra time. Our weekly process (for everything except furniture) runs from Saturday (when finalized orders begin to be created) through the next Friday (when those orders are shipped, if not sooner). How much we can vary from this schedule depends on the complexity of the requested piece and our overall volume of orders received.

*Finalized orders: Please note that your order is considered final when payment has been received AND we have all the information needed from you to complete the order. You might be supplying such things as a personal audio file for an electronic music box, wording that you are creating for an inscription (such as a hand-written recipe for a cutting board), or dimensions for a custom-size order. We need to receive all the information you are providing for the order to be finalized. Once we have that your order will go into production.

What if I need my item by a certain date?

If you need your item by a certain date, please check with us before you order to make sure we can get it to you on time. Be sure to list a “needed by” date on your order when you check out. We accommodate these requests as much as possible.

Can I cancel or change my order?

We can only accept cancellations or changes to your order within 1 hour of purchase. This time frame is short because production of your item is likely to begin quickly.

How can I be sure the order will be done correctly? What if there is something wrong with my order?

We know that choosing a handmade item means that you are trusting us to build and design your piece using our best artistic design and craftsmanship.

We take pride in the high quality and uniqueness of each piece and thank you for giving us this opportunity!

We know our pieces often mark special occasions and have deep personal meaning to the recipients. Rest assured that great care, and a little love, are built into each piece we create.

Please contact us if there is any issue with your order! While mistakes are rare, if we goofed, we will replace it immediately! Just let us know within 30-days of the ship date (but preferably as soon as you notice the error)!

In the extremely rare event of an error on our part that cannot be corrected, you will receive a refund.
Please note that if you ordered a custom item and measured incorrectly and it just doesn't fit, we are sorry, but a refund or exchange is not possible. Please make sure to measure twice and we will too! :)

Can items be exchanged or returned?

Since all items are made-to-order, we cannot make exchanges or accept returns. All sales are final.

How and when do I pay?

We offer several options for payment at checkout through credit card, debit card, Visa, MasterCard, American Express, Discover Card, JCB, Diner Club, Shop Pay, Apple Pay, Google Pay, and Paypal. All on-line payments are processed through the secure site Shopify.

Payment must be made before we start to produce your order.

How much do I pay?

Prices are as listed at the time you pay for your order. (Please note that prices may change between the time you are browsing and when you finalize your order.)

Standard shipping is FREE! You can choose to pay for expedited shipping.

International orders: A customs charge may be assessed by the destination country. All customs fees are the responsibility of the purchaser. Rates vary greatly from country to country. Please inquire locally for charges in your area.

Do you send templates of what my order will look like?

If you order an item with one of our standard designs, we will use that design to create your product, but we do not automatically send templates for orders of our standard designs. If you would like to see a template of what your item will look like or if you are ordering a custom design, you can note “Template Requested” on your order, and after we receive your order we will send you a template of what you item will look like before we engrave it. If you are requesting a template, please be on the lookout for an email from us. We cannot proceed with your order until you have acknowledged receipt of your template and this can cause delays in the production of your item. We try to limit template requests to 2 templates per order. If you are requesting more than 2 templates for your order, there may be an additional fee for additional design work.

What about shipping in the USA? How much will it cost and how long will it take?

Most orders for the USA are shipped through the US Post Office. Overnight Express and bulk (large) orders are shipped through UPS.

Standard shipping is Free! If you select priority or express shipping, the charge will appear in your cart at checkout based on your ship-to address.

Delivery times (please note transit/delivery times do NOT include production time, this is shipping only)

Standard First-Class mail: Typically, 2-5 business days within the USA
Priority Mail: Typically, 2-3 business days within the USA
Overnight Express Shipping (UPS): 1 day within the USA

Please feel free to get in touch with us if you'd like a more specific estimate of when your package might arrive. Remember, all estimates are based on our experience. We cannot guarantee delivery times.

If you have a question about the status of your package after it has shipped, please contact your local post office or UPS for assistance (having your tracking number handy is always helpful). We cannot replace lost or stolen packages.

Please be as flexible as possible regarding delivery time of your handmade goods, especially around holidays. Best advice: Try to order as early as possible!

What about shipping internationally?

This can be a little tricky, please read if you are requesting an international order!

All international orders are shipped via UPS.

International shipping charges will show in your cart at checkout based on your ship to address.

International shipping delivery times vary greatly, averaging 1-3 weeks.

International orders require:

An accurate address! If an international order is undeliverable-as-addressed, it will be returned to us, and we will be charged for return shipping. Sending the order a second time requires reimbursement for all shipping charges (return shipping to us as well as re-shipping to you).
An email and phone number (UPS will not deliver without this contact information!)
Attention to customs charges: All customs charges/costs are the responsibility of the buyer. We provide an accurate description and value of your purchase on the customs’ form. Although we understand customs’ fees can be expensive, misrepresenting the cost of goods to avoid fees is illegal. We list accurate amounts, not including shipping.

For UK Customers - IMPORTANT CUSTOMS INFO:
Please be advised that VAT plus import duties may be 20% or higher for customers in the United Kingdom.

Please be as flexible as possible regarding delivery time of your handmade goods. Realizing that shipping takes times is especially important for international orders and around holidays. Best advice: Try to order as early as possible!

When and how will I hear from you?

You will receive an automated message that we have received your order. If we have any questions about your order, we will reach out to you via e-mail. Once your order is completed you will receive an email with shipping information and tracking numbers once your order ships.

How do I get in touch with you?

You can include additional information about your order in the comments section of your shopping cart. If you have questions or concerns after you have submitted your order, you can contact us via e-mail: BryannMJ@SandednBranded.com. We make it a priority to respond to our customers in a timely way!