Terms & Conditions

Using Our Website

All information presented on our website including prices, dimensions, product names, product numbers, pictures, etc. is checked for accuracy. However, there is a possibility that we have made a mistake. Prices are subject to change at any time without notice. We reserve the right to refuse to honor any incorrect Internet prices as we cannot account for the occasional human error.

If you have any questions, please call us at 678-571-4806 during our normal business hours 7:00 a.m. – 7:00 p.m. EST, Monday – Saturday. Prices are subject to change without notice. These terms and conditions are subject to change without notice.

Return Policy

It is the policy of Neal Smith Designs that all products be inspected upon receipt. If damaged products are received, please call our office within seven business days to report damage.

 

If you are unhappy for any reason and would like to return your order for a refund, please refer to the following conditions:

 

  • To receive full credit of returned products, a Return Authorization Number must be obtained by calling Neal Smith Designs at 678-571-4806.
  • Products must be returned within 30 days and must be received in original condition.
  • Products damaged due to poor packaging and handling will be subject to partial credit or no credit.
  • A 20% restocking fee will be charged on products returned after 30 days.
  • Returns will not be accepted after 90 days.
  • A 20% restocking fee will be charged on products with standard notching (xxxx.5, xxxx.6, and xxx.75).
  • A 20% restocking fee will be charged on products made from our specialty wood types.
  • Custom-made products and custom wood types may not be returned including products with mortising or custom notching (other than standard quarter notched parts).
  • Products with hardware installed, holes drilled, or any other specialty service are considered custom and may not be returned.

Hand Craftsmanship

Due to the handcrafted nature of our products, some variation is normal from one piece to another. Measurements may vary slightly. Some species of lumber have unique characteristics and natural highlights. While color consistency is desirable, there is variation in color in many items.  All of our products are intended for interior use only.

Shipping

Custom orders will ship out according to the lead time given on the estimate. If you would like a more accurate lead time, please call us at 678-571-4806. Also, please note that while we make every effort to get your packages to you by your desired date, we cannot guarantee the timely arrival of your package.

Rush Orders

There may be an option to rush the order for an additional fee.  If you desire to add a rush to your order please call and speak to a customer service representative. We do also offer expedited shipping options. The expedited shipping options and pricing are available on the cart on our website. Saturday delivery may be available with Second Day or Next Day shipping for an additional charge per box. If you would like to inquire about Saturday delivery, please call and speak to a customer service representative.

Damaged Items

If you receive damaged items, call our office at 678-571-4806. With all damaged items we ask for a picture of the damage so we can observe the damage with you. The damage may have occurred during shipping. We will need to determine what caused the damage and what needs to be replaced. An inspection may need to be made by the shipping company to determine if the damage occurred during shipping. Damaged items must remain in their original box and be set aside for inspection. We will assist you in getting replacement product as quickly as possible.

Delays and Missing or Lost Items

If there is a delay in the receipt of your order, please call our office at 678-571-4806. We should be able to determine the reason for the delay. If the shipping company cannot locate your package(s), we will put a trace on the package(s), define responsibility, and resolve the problem as quickly as we can. In the rare occasions in which this happens, a solution is usually determined within 24 hours.

Privacy Policy

Neal Smith Designs respects your privacy and pledges to earn and keep your trust. All personal information you give us is kept confidential and protected with the utmost care and will not be used in ways to which you have not consented. Additionally, we will not sell any of your information to a third party. As the customer, it is your responsibility to maintain the confidentiality of your username and password. By using this website, you agree to accept responsibility for all activities that occur under your account or password. Occasionally, we track the Internet address of the domains from which people visit us and analyze this data for trends and statistics, but the individual user remains anonymous.

Payment

Our payment options are all major credit cards (VISA, M/C, AMEX, DISC), COD, and checks via mail. Checks are converted to images and processed as ACH transactions. Wire transfers are available for large international orders and additional fees will apply. Sorry, we do not hold open accounts.