FAQ's + Shop Policies
Your order will ship within one - two weeks of ordering. Custom orders + orders placed during a sale or holiday may be subject to a longer turn around time. Our primary shipping companies are FEDEX + UPS + Canada Post.
Our shop is located in Canada so our checkout will process in Canadian dollars only, HOWEVER, like any cross border purchases your credit card company or pay pal will charge you in USD conversion, so your final charge you pay is the USD price if you are international.
ABOUT OUR SIGNS
Each sign is carefully hand crafted from premium birch + pine wood, latex paint and water based ink. You can expect your sign to come with clean, crisp lines | a smooth background finish with a lightly distressed edge and frame. We pride ourselves in the quality of our work and want you to feel the same. If you have a concern about the quality please reach out to us email@example.com and we will work with you to create a solution!
No hanging hardware included. Our signs can easily be hung utilizing the frame on the backside, as well as using wall anchors or screws for larger pieces. Measurements are approximate and can vary by 1"
Every sign we make is an original and no two signs are exactly the same. Due to the natural characteristics of REAL wood sometimes cracks, knots, chips and imperfections are present. We do not make an effort to cover these, unless they interfere with the signs artwork. We like to think they add character and charm to your piece!
CUSTOM DESIGNS + ARTWORK
We happily accept custom designs, however due to the high volume of orders we prep all sizes on our website in bulk and therefore are only able to offer those sizes. All designs are the intellectual property of Timber + Gray Design Co. and are subject to copyright laws. Any custom designed artwork belongs to Timber + Gray Design Co. and may be used at our discretion. Art proofs will be sent prior to paint your custom sign, once an art proof is approved no changes can be made and you will be held liable for approving the design.
RETURNS | EXCHANGES | CANCELLATIONS
IF YOU ORDER ARRIVES DAMAGED OR INCORRECT WILL WE MAKE IT RIGHT! PLEASE EMAIL HELLO@TIMBERANDGRAY.COM
SIGNS + HOME DECOR: Due to the custom nature of our work and the high costs of shipping, we are unable to accept returns. If you wish to exchange your sign for a store credit we are happy to accomodate. Please be advised the return label cost will be deducted from your store credit.
CLOTHING: We order clothing in small amounts, so that we can always bring in new stock frequently! Due to this and the high cost of shipping. We are unable to offer refunds. We will gladly offer exchanges or store credits on un-washed and un-worn items, please be advised you will be responsible for shipping the clothing item back to us!
If you need to CANCEL your order it must be done within 24 hours. Cancelled orders are subject to a 5% processing fee.
For the above reasons, it is very important to verify your order before completing order!
WE OFFER affordable flat rate shipping and F R E E shipping on orders over $100 to anywhere in Canada and USA.
Your order will come packaged with corner protectors and a 200 LB test box. We make every effort to ensure you package is carefully wrapped. Timber + Gray is not responsible for any damages caused by shipping, lost or stolen packages or missed deliveries. If you order arrives damaged please email pictures to firstname.lastname@example.org and we will get you a replacement or offer you a refund for the damages. Please ensure that your shipping information is correct at checkout. We will not offer any refunds on items not delivered due to incorrect addresses.
We are happy to offer retailers a unique and profitable wholesale program. Please email email@example.com for more information