If you have a question that is not answered below, please don't hesitate to reach out to us via our contact pages.
1. SHIPPING & RETURNS.
For all enquiries pertaining to shipping and returns, please refer to appropriate links at the bottom of this page.
2. CUSTOMER CONTACT.
We generally respond to all customer correspondence within 24 hours of receipt. We do not reply to customer correspondence past noon Saturday AU EST. Customers sending message of enquiry past this time are advised to expect response the next business day.
All customers are advised that due to high volume offsite email we respond to enquires, questions, and comments via online contact pages, and social media platforms, only. Unless requested by us, please do not send correspondence to our offsite email address as non-reply can often prove disappointing and frustrating for customers.
3. MATERIALS SUPPLY.
We harvest our natural wood from our own property, and that of our neighbours.
We do not, under any circumstances harvest from living (or partially fallen and still living) trees. We harvest from windfall, storm damaged, seasonal trim and dead trees, only.
We do not harvest illegally (as many do here in Australia), this includes collecting from protected national & state parks, forestry, or water way easement lines.
We only collect wood that is in plentiful supply, and which is sustainable. We do not engage in practices of deception in regard to our harvesting methods, nor do we collect on a domestic firewood permit, to then on-sell commercially.
All natural wood elements are checked with appropriate indicators (meters) to ensure integrity of each piece prior to use.
4. CUSTOM & MADE TO ORDER PRODUCTS.
Made to Order (MTO) are products that are made on demand. When a customer purchases an MTO product, then the item is made once payment has been received. For processing times, please refer direct to each item product descriptions.
Unless marked as MTO within individual item descriptions, products are in stock and ready to ship. Ready to ship items are generally dispatched within 1-3 business days.
Sorry, we are not taking custom order requests at this time.
5. CARE INSTRUCTIONS
Where appropriate, all orders will dispatch accompanied by a care instructions card.
6. IMAGES & COPYRIGHT.
We aim to display all products in their truest representation, however, it is advised that digital images may impress hue and colour alteration depending upon customer monitor settings.
Unless otherwise stated, all digital images utilised in pictorial/imaged products have been obtained via public domain access, rights of commercial license, or are the property of Made With Altitude, all rights reserved.