Order FAQ and Product Care

The timeline for creating your order will depend on the complexity of your piece, and the number of projects that we already have on schedule. Our estimates can range from two to six weeks. You will be given an estimated completion date when you place your order.

We pride ourselves in running a small business and all the working parts that go along with it. Unfortunately, due to the size of our team, one of the working parts that we are unable to prioritize is frequently updating clients on their order status.

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We will of course call you if there is an issue or delay with your purchase, if we need clarification on any aspect of your order, and when your piece is ready to be picked up.

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We kindly ask that you do not call or stop by to inquire about the progress of your piece before the estimated completion date you were given when you placed your order. These inquiries pull us away from our work and slow down production time. Plus, the final step in creating your custom piece is finishing the surface, and we find that seeing the piece before this transformative step is often disappointing.

In short, no. Our work ethic allows us to complete as many orders as we can in a timely manner. Many of the steps necessary to create your custom piece cannot be rushed. Epoxy takes a certain amount of time to cure, our finishes take a certain amount of time to dry, and joinery requires a careful, steady hand. We prioritize the quality of our work over today’s fast-paced lifestyle.

We recommend a fantastic local moving company, since we are unable to offer delivery services directly. Beaty Brothers Moving is a family owned moving business located in Hendersonville, North Carolina. We ask that clients get in contact with them personally in order to discuss costs and schedule a delivery.

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The Beaty Brothers Julian, Jensen and Jaylen are prompt, polite, and professional. We never have any issues reported back to us from the clients that we recommend them to, and we have worked with them regularly for several years.

Our shop uses Osmo to finish our live edge slabs, specifically the North American formulation of Polyx-Oil, a Hardwax-Oil wood finish based on natural vegetable oils and waxes.

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Osmo offers a natural and environmentally-friendly alternative to wood finishing. The products are based on rapidly renewable, natural vegetable oils that penetrate deeply into the wood, keeping it elastic and healthy while preventing it from drying out and becoming brittle. The wood is allowed to breathe which means it is naturally protected and moisture can evaporate. The surface is very water resistant and water tightly beads on the surface which can be simply wiped off.

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Osmo provides the following qualities:

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• Extremely durable and hardwearing microporous finish which molecularly bonds with the wood fibers so it does not crack, flake or peel

• Resistant to water, dirt, and common household spills including wine, beer, cola, coffee, tea, fruit juice, milk and water according to DIN 68861-1A.

• Excellent water resistance. Suitable for kitchens, bathrooms, and other rooms exposed to high humidity.

• Made in Germany – Conforms to strict German and European norms. Safe for humans, animals and plants and is suitable for children‘s toys as per EN 71.3

We do not stain our work. This is partly an aesthetic choice, as we believe that the coloring of our native hardwoods look their best when they are allowed to shine as they were formed by nature, unaltered by human preferences.

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Mostly though, this shop policy is a logistical one. We cannot guarantee that the color of the finished piece is going to match the color you see on the outside of the can. Stains react differently to natural properties like color, density, and porousness of whatever wood they are applied to, and our live edge slabs have a wide range of these qualities.

We don’t have a Furniture Showroom with a significant selection of pieces for sale, since over 90% of our projects are one-off commissions. At most, we may have three or four smaller pieces in our workshop available for sale at any given time. If you want to get an idea of what we are able to create, you can see our portfolio.

We can certainly get you close! We can recreate any joinery used for the base of a table shown in our portfolio, and we should be able to make you a tabletop that would be a similar size out of the same species, depending on the inventory we have in stock.

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However, we cannot make you a product that appears identical to something seen in our portfolio or showroom. Each piece of wood is going to be completely unique in color, shape, size, and history. We have no control over how mother nature grows her trees, and we prefer it that way.

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The world has many other avenues available to procure something that looks exactly like it does in the catalog, and fortunately our shop is not one of those avenues.

We request half of your quoted total as a deposit, which will put your piece in our production line and reserve the slab you selected. Deposits on slabs will be held for 15 days before accruing fees.

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If you are unable to give us the information we need to move forward with your project for 15 days, a fee of $5 per day will be added to your final total. If the project has still not moved forward after 45 days, you forfeit your deposit and the slab you have selected will be returned to our inventory.

As soon as we let you know it’s ready! We greatly appreciate our clients picking up their pieces within a week of being notified that they have been completed. We have limited space to store finished work, and extended storage increases the risk of accidental damage. We require that clients pick up their purchase within three weeks.

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After 15 days, a storage fee of $5 per day will be added to your total. After 60 days, you forfeit your deposit and your finished piece will be sold in order to recuperate costs.

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Pick-up / Loading Policy

We request our customer's source and carry out the logistics of picking up their finished pieces.  Once a finished piece leaves our shop, it is then the responsibility of the customer to load, cover, and strap down their pieces.  Please plan to bring blankets, ropes, ratchets, extra hands, etc for your trip home.  As a courtesy, we often carry and help load finished pieces.  We understand the loading process can be challenging and as a sign of appreciation for our customers, we don't mind helping in this capacity.  However, if a customer does choose to have us help load, we will supply a waiver that releases our responsibility and safety of a customer's finished piece.  

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If a customer's piece needs to be ratcheted and tied down, as a company policy, we are unable to help with this process.  We are not responsible for securing finished pieces to vehicles and for the safety of other motorists.

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We recommend a local moving company if a customer needs assistance in the pickup/loading/delivery process.  Beaty Brothers in Hendersonville are fantastic.  We have recommended them for years and we trust their ability to safely handle the logistics of transporting a customer's piece to their home.  We can supply their contact information upon request.  Customer's are also welcome to source other delivery companies in the area.

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One of our primary attractions in making hand-made wooden products is the charming idiosyncrasies inherent in working with a medium (trees) that is always changing. No single piece of wood looks like any other, and as such they are all perfectly imperfect! Additionally, solid wood is a moving organic material that will shift and change over time. So the answer is yes – it’s a part of the whole handmade craft thing.

We take every effort to provide you with a handmade piece of furniture of heirloom quality that you can enjoy for many years to come. We anticipate wood movement, and the impact of normal wear and tear. You should expect some movement of your wood slab – cracks and checks can widen slightly, and the surface may not stay perfectly flat due to minor warping – but nothing should interfere with daily use. We stand by our work and want to ensure that you are happy with your investment.

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On the rare occasion that repairs are necessary due to the quality of the original build, you will not be charged. Clients are responsible for dropping off and picking up items in need of repair.

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We repair or refinish the following problems:

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• Surface finish that has cracked, flaked or peeled

• Joinery that has come loose or broken

• Significant warping (cupping, bowing, twisting, or bending)

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Damage caused by aggressive or irresponsible treatment by the client can be repaired for an agreed upon cost. So long as you are taking steps to protect and care for your purchase, we do not anticipate needing any repairs.

When you first receive your purchase the Osmo Polyx finish will be dry, but not fully cured. During this time please take extra care to protect the surface of your custom piece from dents, scratches, and spills. After 2-3 weeks, the surface is fully cured and can be used normally.

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When the finish is cured your piece will be very durable, but we still recommend treating your handmade wooden furniture with care.

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Protect the Surface

As with anything you buy, misuse or abuse can create damage over time. Here are some ways to prevent damage to the surface of your beautiful wood furniture:

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• Always use a coaster under glasses, mugs, plates, and other hot, cold, or moist items that may come in contact with your table.

• Use felt pads under lamps, vases, some coasters (like stone or ceramic ones) and other decorative accessories that may scratch the surface when moved.

• Placing hot items on a wooden surface could damage the finish of the wood and leave permanent marks and/or spots on the exposed area. Always use trivets and thick mats to avoid direct contact of hot items with wood.

Control the Environment

All solid wood furniture responds to changes in temperature and humidity by expanding and contracting slightly. High moisture content causes wood to swell and excessive dryness causes wood to split and crack. If you want to minimize this natural phenomenon, you must keep the indoor humidity within the 30 to 45 percent range and the temperature within 60 to 80 degrees year round. This may feel a bit unreasonable, but it seems less so when you consider that these are the limits of what most people consider a “comfortable” environment.

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       Most homes can avoid severe wood movement by following these guidelines:

• Keep furniture several feet away from direct sources of heating, cooling, and moisture such as fireplaces, wood stoves, HVAC vents, and humidifiers.

• Avoid storing furniture in an attic or cellar-type environment.

• If you live in an excessively dry area, you may need to use a humidifier in your home.

• If you live in a very humid environment, you may need to control the moisture in your home.

Avoid Direct Sunlight

Ultraviolet light from the sun and fluorescent fixtures can cause chemical changes in the wood and finish that may slowly lighten or discolor it over time. UV light can also cause acrylic epoxy to appear more yellow after prolonged exposure. Avoid placing furniture in an area where the sun will shine directly on it for extended periods of time.

Clean with Gentle Products

The finish is durable and resistant to most household spills. However, spills should be wiped up promptly to avoid potential problems. For most routine cleaning, a soft cloth dampened with warm, soapy water will do the trick. A good annual cleaning will also help protect the finish.

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The use of well-formulated cleaning products, without abrasives, can be effective for those tougher cleaning tasks. If using these products, a follow-up with the warm, soapy water and soft cloth will help extensively.

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Avoid products that are ammonia-based or contain silicone. Use polishes sparingly, if at all. These products tend to build up a film on the finish that will attract dust and soil and we do not recommend them.

Use Polish Products Sparingly

If you decide to polish your solid wood furniture, we recommend Howard’s Feed-N-Wax wood polish and conditioner, or Odie’s Oil universal finish and polish. If your piece begins to look a little tired, a coat of either product will help freshen it up. For best results, always make sure you only apply polish after cleaning and drying your furniture.

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Be sure to carefully follow the instructions provided by the manufacturer of the product. For both of the products that we recommend, remember that less is more. Use only enough product to cover the surface, and be sure to buff away any remaining excess. 

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If you use industrial wood polish products for your live edge wood table, know that they can leave a residue that will over time fog your table’s figured wood. This can affect the beautiful, organic look of natural, uneven edges that we love so much. Industrial wood polish will simply fill the knots and cracks, and will be hard to remove after a while. Avoid this by polishing only the flat surface of your table and steer clear of knots, cracks, and pits along the side of the live edge slab.

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