Purchases & Production
Purchases: All pieces are made to order. All sales are FINAL once the purchased item(s) has shipped because these are custom-made pieces.
Production: Production time takes approximately 2-3 weeks. Upon completing the purchase online, you will receive an email receipt describing your purchase, and a representative of Vintage Factory will contact you within 24 hours to review your purchase prior to production starting. Prior to shipping your order, Vintage Factory will email you a photo of the completed product(s).
Satisfaction:We make every effort to ensure you will be completely satisfied with your purchase of custom furniture. That’s why we communicate upon receiving your order and once your order is ready, we send a photo of the completed product so that you see what you are getting before the order goes to shipping.If you are not 100% satisfied with your order, we ask that you contact Vintage Factory directly for resolution via our website Contact Us form or by email at email@example.com. You can expect a response from us within 2 business days and we will make every effort to resolve the matter.
Returns & Cancellations
Returns: Since each piece is unique according to the selections you make, we are unable to accept returns.
Cancellations: We will accept a cancellation with proper notification within 24 hours of placing an order. If you would like to cancel your order after the cancellation period, but prior to the shipment of your order, there is a 20% restocking fee you will be charged and then refunded the balance of your purchase. Orders cannot be cancelled once the product(s) have shipped.
Shipping & Handling
Shipping & Handling: Shipping takes 1 week from date of completion. Product pricing includes shipping fees. Shipping is limited to ONLY the following states: Florida, Georgia, Alabama, South Carolina, North Carolina, and Tennessee. Vintage Factory currently uses UPS for shipping and handling services.
Inspection: When you receive your order, you must inspect it completely prior to signing receipt with UPS. If you sign for the item, you are acknowledging that you are accepting the piece as is and in perfect condition. If you find your order has damage due to shipping (as noted in the Damage section below), make sure you take a photo of the damage, kindly refuse the order, and contact Vintage Factory immediately for assistance.
Damaged Orders & Complaints
Damage: Unlike mass produced products of lower quality, Vintage Factory’s custom products are made of real wood and quality accents. Due to the nature of the wood, natural inconsistencies may occur and your order may not appear as the exact representation of the store’s product image. These differences in color, wood grain and general appearance are not to be considered damage. Additionally, nail holes, minor marks/scratches/small rough patches, and minor joint gaps are generally due to the nature of the materials and design of the piece.
If an item has damage beyond the nature of the materials, please contact Vintage Factory directly within 3 days of receipt and provide photos of the product and damage. All products that meet the damage requirements are eligible for exchange once the damaged item is returned in its original packaging or packaging purchased by the buyer. The buyer is responsible for ensuring the timely return of all damaged items for exchange and must arrange for the carrier to pick up the order.
Complaints: Please contact Vintage Factory with any complaint regarding a product, customer service, online issues, etc. via our website Contact Us form or by email at firstname.lastname@example.org. You can expect a response from us within 2 business days. We will make every effort to resolve the matter.