top of page

SHIPPING, RETURNS & PAYMENT POLICIES

Shipping Policy

Automatic Rates

Shipping is calculated automatically in your cart. You’ll know upfront exactly how much it will cost to ship when you place your order.

​​

All-Inclusive Quote

The quoted rate includes shipping, handling, and insurance. Delivery

times are quoted in business days (Mon–Fri).


Where We Ship

We ship across Canada, the U.S., and internationally. Buyers are

responsible for any customs duties, import fees, or taxes charged in their country.

​

Custom Orders

Custom orders may take longer (3–6 weeks depending on project size).

Estimated timelines will always be communicated before purchase.

Return & Exchange Policy

We strive to ensure you are satisfied with your purchase. If you are ever unhappy with your
order, we will find a solution. Please contact us within 14 days of receiving your order to arrange a return or exchange.


Eligibility

Items must be unaltered and unused and returned within 60 days of purchase.
Tonewood: Must be in pristine, unworked condition (no sanding, cutting, or other modifications).

 

Non-Returnable Items

  • Custom-cut or custom-finished items

  • Clearance items

  • Custom or made-to-order items are non-refundable unless damaged or defective upon arrival.

 

Return Process

  1. Contact us at rootgrainco@gmail.com with your order number.

  2. We’ll provide instructions for sending the item(s) back.

  3. Once received and inspected, we’ll issue a refund to your original payment method.

 

Return Shipping Costs
Customers are responsible for return shipping unless the item arrived damaged or defective.

Payment Policy

Accepted Payments

We accept major credit cards (Visa, MasterCard, American Express), PayPal, and Apple/Google Pay.

 

Secure Transactions

Payments are processed securely; Root & Grain Co. does not store credit card details.

 

Custom Orders Deposit Requirement
All custom orders over $250 require a 50% non-refundable deposit at the time of order
confirmation. Custom orders under $250 require full payment upfront.

 

Why We Require a Deposit

  • Your deposit secures your spot in our production schedule.

  • It covers the cost of materials (many of which are specialty hardwoods we source specifically for your project).

  • It confirms your commitment before we begin work.

 

Final Payment
The remaining balance is due before your order ships or upon pickup. For local pickup, payment must be made in full before we release the item.

 

Refunds & Cancellations

  • Deposits are non-refundable once materials have been purchased or work has begun.

  • If you cancel before materials are purchased and no work has started, we may, at our discretion, refund a portion of your deposit.

  • In the rare event that Root & Grain Co. cannot complete your order due to unforeseen circumstances, your deposit will be refunded in full.

 

Lead Times
Custom orders typically require 3–6 weeks for completion, depending on the size and
complexity of the project. This timeline begins after we’ve contacted you to confirm all project details and received your deposit.

​

Large Orders

Orders of large quantity necks and cues will have to paid in full before shipping.

bottom of page