FAQ
Q: How do I place an order?
A: To place an order, please call us directly at (360) 921-9547 or contact us by email. Your satisfaction is our priority and a member of our dedicated staff will work closely with you to ensure that your order and experience is exactly what you are expecting.
Q: Can I order special sizes?
A: Absolutely! The products listed on our site are currently available in the dimensions shown and are priced as marked. All of these products can also be customized to your exact specifications. At Heart of Wood, we specialize in creating custom, one-of-a-kind products.
Q: Are your finishes durable and “customer-friendly”?
A: Most of our products are finished with stains and varnishes. Our outdoor products are sealed and weatherized. We recommend that you treat your Heart of Wood product as you would any other fine home furnishing – with love and respect.
Q: What type of woods are available?
A: At Heart of Wood, we primarily work with post-consumer and post-industrial sourced Douglas Fir, Tiger Wood, Redwood and Walnut.
Q: I have my own reclaimed wood, can you use that?
A: We welcome the idea of working with customer-sourced wood to create and even more personalized and memorable product. There are limitations on the types and conditions of wood we are able to work with, so please contact us directly to discuss the details.
Q: Do you guarantee your merchandise?
A: A Heart of Wood, we stand by our products and our craftsmanship and are confident that your products will be enjoyed by generations. We guarantee to replace any defective product or finish that is identified by the customer within 30 days of purchase.
Q: How will I know when my order is ready?
A: A member of the Heart of Wood staff will contact you when your order is completed. Shipping/pick up arrangements will be discussed at that time.
Q: Will you ship my order?
A: We are happy to assist you in your shipping needs but are not responsible for costs associated with deliveries. All delivery fees should be paid directly to the chosen delivery service at the time of delivery. Customer pick-up at our west Vancouver (Washington) studio is the desired and cheapest option for picking up your product. You will be responsible for bringing blankets or other packing materials to protect your items in transit.
Q: What forms of payment do you accept?
A: We gladly accept Visa, Mastercard, American Express, Personal Checks and Cash payments.
Q: What do I need to provide to have you customize a particular design or product?
A: The more information we have about your order, the better. When placing a custom order, our staff will work with you one-on-one to ensure that your product is to your exact specifications. Before placing your order, you will want to know the desired dimensions for your order (length, height, width). If you want to create a custom piece not shown on our site, we ask that you provide us with images, magazine clippings or other visual aids that will be helpful in communicating your desired style and design to our master builders.