Store Policies

1. Introduction

Welcome to The Mortise & The Hare. By purchasing from us, you agree to the following policies, which are designed to ensure transparency and a high-quality experience. Our handcrafted furniture and custom shelving are made to order with great care, and we appreciate your support of small-batch craftsmanship.

2. Orders & Payment

Custom Orders: Since all our products, including furniture and shelving, are handcrafted to your specifications, once an order is placed, it is considered final.
Payment Terms: Full payment is required at the time of purchase to begin production.
Order Confirmation: You will receive an order confirmation via email detailing your purchase. Please review this carefully and contact us within 24 hours if any changes are needed.

3. Order Modifications & Cancellations

Modifications: Changes to an order must be requested within 24 hours of placing your order. Any modifications beyond this period may incur additional charges and affect the production timeline.
Cancellations: Due to the made-to-order nature of our products, orders may only be canceled within 24 hours of placement. Cancellations beyond this period are subject to a materials and labor fee.

4. Production & Lead Times

Furniture Lead Time: Our standard production time for furniture is 6-8 weeks from the date of order confirmation. This timeframe may vary depending on the complexity of the order and our current workload.
Custom Shelving Lead Time: The lead time for custom shelving is 2-3 weeks from the date of order confirmation.
Custom Sizing Rules: Shelving is made to your exact specifications; however, size limitations may apply depending on available materials. If your requested size exceeds our standard dimensions, additional fees may be incurred.
Delays: While we do our best to meet estimated lead times, delays may occur due to supply chain issues, material availability, or other unforeseen circumstances. We appreciate your patience and will communicate any changes promptly.

5. Shipping & Delivery

Shipping Costs: We offer free standard shipping within the contiguous United States. Expedited shipping options may be available upon request for an additional fee.
Delivery Inspection: We encourage you to inspect your order immediately upon arrival. If any damage has occurred in transit, you must notify us within 7 days of receipt, providing clear photos and a description of the issue.
International Shipping: We currently do not offer international shipping, but exceptions may be made for certain custom orders. Please contact us for details.

6. Returns & Exchanges

Custom Products: Due to the custom nature of our products, returns and exchanges are not accepted unless the item arrives damaged or defective.
Stock Items: If purchasing a non-custom item, returns are accepted within 14 days of delivery. Items must be in their original condition and a 15% restocking fee will apply.
How to Initiate a Return: If you believe your item is eligible for return, please contact us at support@themortiseandthehare.com with your order details and photos.

7. Warranty

We stand behind the quality of our craftsmanship. All products are covered by a one-year warranty against manufacturing defects.

What’s Covered: Structural integrity, craftsmanship defects, and material failures under normal household use.
What’s Not Covered: Normal wear and tear, improper installation, modifications, or exposure to extreme environmental conditions.
Warranty Claims: To initiate a warranty claim, email support@themortiseandthehare.com with your order number and photos of the issue.

8. Care & Maintenance

To preserve the beauty and longevity of your handcrafted furniture and shelving:

Regular Cleaning: Dust with a soft, dry cloth. Avoid excessive moisture and harsh cleaning chemicals.
Protection: Use coasters, trivets, and placemats to prevent stains and heat damage.
Humidity Control: Maintain a stable humidity level in your home to prevent wood movement.

For full care instructions, visit our Care & Maintenance Guide.