PLACING AN ORDER
We strongly suggest contacting us prior to placing an order to discuss details about placing a custom order with us. We rarely have stock items, but in the event that we do, it's important to understand that there can be additional costs, such as finish upgrades and shipping or delivery costs, that need to be addressed before placing an order.
Prompt payment is crucial in securing your reservation in our project schedule. Orders are scheduled in the order which received according to date/time of payment. After finalizing the details of your project with us, we can send an invoice through PayPal to place an order, and in certain circumstances we can accept a check.
If your ship-to address is within the state of CA, the state requires a local sales tax based off the rate in your area to be added to your final payment amount.
If our schedule is booked out further than 8 weeks and if the price of the item in which you wish to purchase exceeds $1500, than we may offer payment options with an initial deposit to secure your spot in our schedule. The balance will then be due upon completion (pre-shipment). In some cases, we will allow or require split payments of up to 3 transactions, allowing for an initial deposit, half of the remainder due just prior to the start of your project, and the remainder due upon completion (pre-shipment for all out-of-area orders, or upon delivery if within Northern CA) which will be invoiced accordingly. If we complete the project as scheduled and the client needs to postpone delivery for any reason, the final balance will be invoiced and will need to be paid promptly. Each situation will be evaluated and payment options will be decided at our discretion.
We outsource shipping services through a 3rd party representative. Additional costs of +$45-$120+ is required for out of area orders that need to be crated for shipping (amount dependent on crate size required). Crates are carefully constructed to ensure your piece arrives in the exact condition in which it left. Each item is wrapped in shipping blanket, 1” bubble wrap, and then cushioned with layers of cardboard. Freight shipping is required for crates weighing over 150 lbs, and has a delivery time of 2-14 business days. If the piece is less than 150 lbs, we may choose to use UPS ground if it's more cost-effective on the client's behalf, which generally takes 2-10 business days, depending on location. Our carriers have several options of service, including a more basic budget-saving option, to premiere services that provide top-of-the-line assistance such as room of choice delivery, assembly and discarding the crate and packing materials for your convenience. We will provide these options along with costs when quoting your project.
Shipping quotes are only estimates based off of the information provided to our shipping representative at time of inquiry. Shipping charges may differ from the initial quote estimates based on actual shipment characteristics, services requested and date of shipment. Clients are liable to pay difference in cost from the initial quote in which an invoice will be sent. Invoices must be paid within 3 business days upon receipt.
It is important that you understand how shipping companies and the claims process works so that, in the unlikely case your piece gets damaged during shipping, you can avoid any issues or complications when filing a claim against the shipper.
1) Inspect the crate/package prior to letting the driver leave. When possible, try to open the crate to inspect your piece while the driver is present. If there are any damages to the piece, you must refuse it on the spot. If it is not possible to open the crate right away, you have up to 24 hours from the time of receipt to notify the shipper if the piece has been damaged during shipping.
2) Claims can be drawn out if precautions were not taken, and can take up to 90 days (+/-) for the shipper/insurance company to process them. At times, the shipper may only offer to refund a partial amount, or the amount entirely. Many appeals can be filed, which further adds to the long process. If actions were not taken as suggested in our guidelines, Mez Works will not be held responsible for amounts withheld/not refunded by the shipper.
3) We are happy to assist with the claims process. Our participation will require the majority of communication between the claims representative and shipper, and often requires continuous follow up. Our fee for the additional involvement will vary per circumstance, which will be withheld from the payout, unless our involvement is minimal in which we will waive our fee. We will also be happy and willing to get you in contact with the claims department and you can work on the process directly if you prefer.
REFUNDS AND EXchANGEs
We strongly encourage you to contact us prior to payment so that details of your order can be tailored to your specific requirements to avoid the possibility of cancellations and fees.
After you place your order, you have up to 4 weeks to cancel your order with a 10% cancellation fee associated with the FULL COST OF CANCELLED ITEM (excludes walnut slabs or other hardwood slabs in which entire cost of slab will be withheld).
Cancelling after 4 weeks and up to 10 weeks will incur a 20% cancellation fee for the full item price. We cannot accept cancellations after 10 weeks, and we cannot cancel a project if it has already been started.
Refunds will only be considered if your piece is damaged and/or lost during shipping. A photo of the damaged crate prior to opening is required, as well as photos of the damage done to the item itself. Photos documenting damage are essential, as these are needed for us to submit a claim. Refunds will be issued pending reimbursement from the carrier, which can take 30-90+ days.
We cannot issue refunds on mishandled items. Each piece comes with detailed instructions for assembly. Please use caution when assembling and moving your piece. Please see included care sheet for proper care/handling of item.
Under special circumstances (and must be pre-approved for return authorization by us), if your piece arrives and you change your mind and do not want it, we will accept the piece back under these conditions:
- Contact us within 10 days.
- A 20% re-stock fee will be withheld from your refund amount.
- Shipping costs are client's expense / we will not refund the initial shipping amount.
- Client is responsible for costs associated with shipping the item back to us / client will pay all shipping costs. We can help arrange setting up the return shipment through our preferred carrier.
- The item must be carefully crated as it was sent, and if the piece is damaged during shipping back to us, client will be responsible for filing a claim with shipping carrier to receive their refund. Our preferred carrier will assist with repackaging upon request at an additional fee.
- If piece is damaged during shipment back and the carrier is not responsible for damages, the client will incur costs.
We generally only build custom made-to-order pieces, but on occasion we will build prototypes or have misc. stock pieces that we sell at a discount. Purchasing these clearance items or stock items voids our warranty policy, so please be absolutely certain that you'd like to purchase the piece "as-is" before placing an order.
Please note that we are experiencing a high volume in sales, and that wait times can be longer than usual. Each piece is made to order, so wait times can be several weeks depending on existing orders. All builds are scheduled in the order in which they are received. The start date and delivery date we provide is only an estimate, and the actual time frame can be longer by several weeks. Though rare, there can be extenuating circumstances that push our timeline back further, including high moisture content in wood not allowing Mez Works to safely work with material without risking future issues, unexpected weather that limits Mez Works from re-stocking our materials/supplies, tree infestations (such as dry rot) which requires Mez Works to dispose of the raw material inventory and source new material, or other unexpected occurrences. Mez Works works/operates in a relatively remote area in the mountains of Lake Tahoe CA, and often supplies are not readily available. Mez Works generally has to seek our preferred materials/supplies in larger cities (in both directions about 2 - 4 hours away), or order online and have them shipped. Mez Works hopes that our limitations are understood by all of our clients when considering working with us on a custom project.
In regards to a custom order, please be aware that Mez Works cannot control exact color or size of many of the woods we use. Colors and characters can vary tremendously from what they appear to look like in raw form to a finished piece. Mez Works involves clients in the decision process when picking out the wood to use, and client will be responsible for the material they choose. Often the true color and character of a piece is not revealed until sanded and a finish is applied.
The desired/specified dimensions (length, width and thickness) of a custom furniture item are subject to change dependent on the condition of the natural materials used for each project. Our goal is to meet the specified dimensions, however on rare occasion certain parameters limit us to less usable material.
Mez Works will not be responsible for damages done to table post-installation. Due to the nature of materials, they may change in appearance slightly over time. Live edge slab materials are prone to wood movement, expansion and contraction with temperature and seasonal changes, and can develop small cracks/inclusions or change in color slightly. These are all common occurrences that are out of Mez Works control and can not be prevented during production. Regulated temperatures in the home are recommended, and we also suggest keeping our pieces out of direct sunlight. To assist in preventing these occurrences from happening, we recommend the following:
A) Recommended temperatures are 60-75F and 20-60% humidity
B) Avoid using harmful chemicals or cleaners with bleach on tabletop when cleaning. Instead, try using a mild soapy water and non-abrasive cloth/paper towel, or try a diluted solution of a non-toxic cleaner such as Simple Green or Mrs. Meyers Products.
C) Additional care information here: http://www.mezworks.com/care-maintenance/
TERMS & CONDITIONS
All work shall be performed in a professionally reasonable manner and there will be no defects in workmanship, as defined by Mez Works. Materials or hardware used by Mez Works shall be warrantied only to the extent that the suppliers or manufacturers of those products provide a warranty. In the event that a defect is discovered in one of these products, Mez Works will assist the customer in securing a replacement or repairing the products for the duration of the product manufacturer's warranty. Warranty on the workmanship and material shall be for a period of 12 months from the date of the contract; unless otherwise specified in the material or supplier's warranty. Mez Works will perform all necessary labor to repair or replace all defective work at no cost to the customer, and will expeditiously act in good faith to secure replacement products or materials under warranty of products or services.
Any warranty work performed during the warranty period does not extend the warranty any further than was previously stated in terms of the time from the date of the contract. All aspects of this warranty are void if a person or company other than Mez Works performs or re-performs any work within the scope of the warranty.
The following are excluded from warranty by Mez Works:
A) Movement or misalignment of furniture due to settling or movement of foundation floors, walls or ceilings.
B) Damage to woodwork, finish, or any defect (including but not limited to: wood movement, raising of grain, cracks, twists, bowing) due to exposure to excessive moisture, heat, cold, humidity, or blunt force.
PLEASE EMAIL ANY QUESTIONS TO: CONTACT@MEZWORKS.COM