Store Policies

THE MORTISE & THE HARE: STORE POLICIES

  1. INTRODUCTION
    We believe in transparency, not fine print. By purchasing from The Mortise & The Hare, you agree to the following terms. We are a small-batch studio in New York, not a big-box retailer. These policies are designed to protect both our craftsmanship and your investment.
  2. ORDERS & PRODUCTION
     * Payment & Queue: Full payment is required to secure your place in our fabrication queue.
     * The "Final" Rule: Because we mill lumber specifically for your order, all sales are considered final once the 24-hour cancellation window has passed.
     * Confirmation: Please review your order confirmation email immediately. If you spot an error in dimensions or finish, you must notify us right away.
  3. CANCELLATIONS & MODIFICATIONS
     * The 24-Hour Window: You may cancel or modify your order for a full refund within 24 hours of placement.
     * After 24 Hours: Materials have likely been ordered or cut. Cancellations after this window are subject to a 20% Material & Labor Fee.
     * After 7 Days: No cancellations are accepted.
  4. LEAD TIMES & ENGINEERING
     * Furniture Lead Time: 6–8 Weeks.
     * Shelving Lead Time: 2–3 Weeks.
     * Delays: Woodworking is physical. Humidity, lumber sourcing, and machinery can sometimes cause delays. We estimate lead times as accurately as possible, but quality is our priority over speed.
     * Thick Profiles (Engineering Note): To ensure structural stability and reduce excessive weight on your walls, shelves exceeding 2.25” in thickness may be constructed using Torsion-Box Engineering (a solid hardwood skin over a structural grid) rather than a solid heavy slab. This is intentional design to prevent seasonal warping.
  5. SHIPPING & DAMAGE
     * Free Shipping: We offer free standard shipping within the contiguous United States on all orders $300+. All orders under $300 dollars are subject to a $25 shipping charge.
     * The Inspection Rule: You must inspect your box immediately upon arrival.
     * Reporting Damage: If your item arrives damaged, you must notify us within 7 days of receipt. You must provide clear photos of both the box and the product.
     * The Reality: If you wait longer than 7 days, shipping carriers will deny the insurance claim, and we cannot replace the item for free.
  6. RETURNS
     * Custom Orders: Due to the bespoke nature of our work, we do not accept returns on custom-dimensioned shelving or furniture unless there is a manufacturing defect.
     * Standard Stock Items: Returns on standard-size items are accepted within 14 days of delivery.
       * Condition: Item must be in original packaging and uninstalled.
       * Fees: Buyer is responsible for return shipping + a 15% Restocking Fee (to cover inspection and refinishing).
  7. WARRANTY (LEVEL FOR LIFE)
    We do not offer a standard "1-Year Warranty." We offer the Level for Life Promise.
     * What is Covered: We guarantee that our floating shelves and furniture will maintain their structural integrity for the lifetime of the original owner. This covers bracket failure, glue joint failure, and structural wood defects.
     * What is Not Covered: Normal wear and tear (scratches/dents), seasonal wood movement (minor expansion/contraction), water damage, or failure due to improper installation (e.g., mounting into drywall only).
     * Claim Process: Email support@themortiseandthehare.com with photos of the issue.
  8. CARE & MAINTENANCE
     * Cleaning: Dust with a soft, dry cloth. Use a damp cloth for spills, but dry immediately.
     * Chemicals: NEVER use Pledge, wax, silicone, or harsh chemicals. Our Zero-VOC finishes are durable but can be dulled by industrial cleaners.
     * Climate: Wood breathes. Maintain a consistent humidity level in your home (35-45%) to prevent warping or cracking.