TIMELINES: When placing custom orders, it is essential to adhere to the timeline guidelines. Firstly, all custom orders must be made with a minimum of 3 weeks in advance to allow for sufficient processing time. If an order is placed with a due date that falls earlier than the current turnaround time, a rush fee will be applied. It is important to note that the specified date for completion assumes the end of the indicated day. For local orders, customers are requested to provide the date they require the item in hand, while for shipping orders, the date they need the item to be shipped should be clearly stated. Following these guidelines ensures a smooth and timely fulfillment of custom orders.

DESIGN PHASE: Open communication is essential as we embark on creating your custom piece. To begin, we require a conversation to discuss your design preferences and any logos you wish to incorporate into the plaque. For logo integration, we kindly request the highest resolution photo(s) available. Design work will only commence after the invoice deposit is paid, or for rush orders, the full payment is received. Upon design completion, you will receive a digital rendering in color and/or black and white. However, we will not proceed with cutting your project until we have your approval on the design image. We rely on your overall design idea to create the plaque and encourage you to carefully review the layout and verbiage for any errors before granting approval, as the approved design will translate directly to the final product. Once we have your final approval, you cannot add to the design. 

This Custom Design Services and Cancellation policy applies to new orders accepted after this update is published. It does not retroactively change the terms of existing orders.

CUSTOM DESIGN SERVICES AND CANCELLATION

Design fee. Your quoted order total includes a $50 custom design fee, payable before design work begins. This fee covers preparation and delivery of an initial digital rendering based on the design requirements agreed upon when your order is accepted. It is part of your order total, not an additional charge.

When the fee is earned. The $50 design fee is earned once Graham Wood Designz completes and provides the initial rendering substantially consistent with those agreed requirements. At that point, the fee is nonrefundable, except where required by law. Customer approval of the rendering is not a condition of payment for design services already completed and provided.

Production approval. Design services and physical production are separate stages. We will not begin cutting or manufacturing without your approval. Declining production, changing your plans, or no longer needing the item does not by itself undo completed design services.

Cancellation before rendering delivery. If you cancel before design work begins, the design fee will be refunded. If you cancel after design work begins but before the initial rendering is provided, we may retain only a reasonable, documented amount for design services actually performed, up to $50, to the extent permitted by law.

Other payments. Payments exceeding the earned design fee are advances toward the remaining order. Any cancellation refund will account for work actually performed and reasonable, documented costs properly recoverable under the agreement and applicable law, without duplicate charges. Cancellation does not automatically result in forfeiture of the entire deposit.

Additional design work. Any additional design charges must be disclosed and approved by you in writing before that work begins.

Your rights. Nothing in this policy limits rights or remedies that cannot legally be waived, including remedies for our failure to provide the agreed services.

RUSH ORDER:At Graham Wood Designz, we understand that sometimes there is a need for urgency, and for such instances, we offer Rush Orders. These are applicable to any orders requiring completion sooner than the standard 21-day time frame or the current turnaround time, which will be communicated during our message exchanges before invoicing. While our general turnaround time is set at 21 days, it may vary depending on order volume. To compensate for the additional efforts required to expedite the process, we apply Rush Fees. These fees are determined based on the size and complexity of the plaque and the urgency of the request.

 (Order+Rush%+Tax=Total) The rush fees are as follows: 
·      14-20 days: 35%
·      7-13 days: 50%
·      Less than 7 days: 75%
·      3 days or less 100% 

PAYMENTS: Our merchant account is with Square. This will allow our clients to make payments using major credit cards. We also accept Cash,Apple Pay, and Zelle. No other form of payment are accepted at this time. For RUSH orders, the full invoice amount is required. For NON-RUSHED ORDERS, a deposit of 50% must be paid upon receiving the invoice. On the other hand, RUSH ORDERS necessitate full upfront payment upon receipt of the invoice. It's essential to note that no physical product will be delivered until the final payment is fulfilled. Please ensure payments are made promptly, as overdue payments will incur a rush fee and potentially push back the due date by at least one week. In such cases, we cannot guarantee that the item will be ready by the originally requested due date. Your cooperation with payment timelines will help us ensure a smooth and timely process for all custom orders. The included design fee and any cancellation refund are governed by the Custom Design Services and Cancellation section.

CASH: If you are wanting to pay cash please make arrangments to drop the funds off. If not then we will NOT start until payment has been made. Please keep in mind that we do not provid change during cash transactions. We kindly request our valued customers to pay the exact amount for their purchases, ensuring a smooth and time-efficient checkout process. In the event that the tendered amount exceeds the purchase total, the excess will be considered a voluntary tip to show appreciation for our products and services.

REFUNDS: Cancellation requests and refunds are governed by the Custom Design Services and Cancellation section above and applicable law. In the rare event that a customer is not fully satisfied with their custom plaque, we will gladly redo the work to meet the customer's satisfaction. This does not limit rights or remedies that cannot legally be waived.

WRITE-UP: Submit all write ups to the write up tab https://linktr.ee/GrahamWoodDesignZ in the form of a Word document. However, we kindly request that you take the time to proofread your write-up before sending it to us. As we do not check for errors in spelling or grammar, any mistakes in your original submission will be reflected in the finished plaque.

PICK-UP:Once your custom plaque is finished, we will promptly notify you through a message, informing you that it is ready for pick-up. The address for pick-up will be provided at that time. Pick-up times are after 1700.  However, we kindly request that you make arrangements for pick-up within a week (7 days) of completion. After this period, we regrettably cannot be held responsible for any accidental damage or loss that may occur. Additionally, please note that we will not send any further reminder messages for pick-up after this time. 

SHIPPING: In the unfortunate event that your product is damaged during the shipping process, we have a process in place to process a claim for compensation or replacement. To initiate a claim, please email all of the following required items to frederick@grahamwoodesignz.com with "DAMAGED" in the subject line:
1. Photos of the external packaging (the outside of the box/envelope) upon arrival. Please take these pictures before you open the box to document any visible damage caused during transit.
2. Photos of the inside of the box/envelope with any packaging materials used before unwrapping the product. These images will help us understand how the item was packed and protected during shipping.
3. Photos of the entire damaged item, providing a clear view of the extent of the damage sustained.

We kindly ask that you include all the specified photos to expedite the claim process. Without these visual records, we will be unable to file a claim or send a free replacement. Our priority is to address any shipping-related issues promptly and ensure that you receive your custom piece in pristine condition. Rest assured, we will work diligently to resolve the situation and provide you with a satisfactory outcome. Your satisfaction is paramount to us, and we appreciate your cooperation in this process.