Policies

 

Production
Orders – On orders made through our website, we will confirm within two business days estimated shipping and/or production date. This is an estimated date, and may change.
Stock Items – We stock an extremely limited number of items, primarily the EndlessLine Trellis, and some other items. Stock items are designated as such at time of order, and generally ship within 3 business days.
Standard Items – Standard items are those excluding that are ordered automatically through our website. Standard Items are made to order and are shipped within 3-6 weeks of order date. Some finishes may extend the production time.
Custom Items – We offer a broad range of customization options including size, profile, geometry, pattern, wood species and finish. Custom work is 6-10 weeks, but can vary depending upon size of project, and level of customization.

Shipping
FEDEX™ Ground – Dimensionally smaller orders (less than 156 inches as calculated by FEDEX) are shipped via FEDEX Ground. Shipments are insured, and generally will require a signature on the receiving end. If a delivery signature is not possible, then the item will not be insured. An automated e- mail will provide tracking numbers and delivery timeframes once the order has shipped.
LTL Freight – Our trucking service providers generally do not provide a specific delivery window, and it is up to the customer to liaise with the freight carrier for delivery. Freight shipments are palletized and/or crated, and the customer should have the means to unload and unpack shipments upon delivery. Note that freight charges increase for residential and jobsite deliveries, and delivery sites that require a liftgate. Also any over-sized items as defined by the carrier are subject to shipping premiums.

Returns Policy

Customized products (includes ANY product with a finish other than OGO and any non-stock woods) are not returnable. For the return of standard products, please call us within 15 calendar days of delivery. Note that you will need to re-pack any product with substantially the same protective packaging as you received it in.

Damages
Please note and photograph any damage to packaging when the item arrives, and send us an e-mail with the order number, description of damages, and attached photographs within 24 hours of delivery. For freight damage, you can refuse the freight, but it must be re- palletized with substantially the same protection in which it was received.

Service Issues

LatticeStix makes ever effort to meet and exceed our customer’s expectations. However, as a small, artisanal manufacturer, we do not necessarily have the resources to meet every service immediately. Please be assured that we will respond to and do our best to remediate all customer issues under our control that may arise. Our goal is to prevent anything from detracting from the joy that our products bring into your home and garden.