SHOP POLICIES

Shipping

All small orders and household goods will be shipped via third party (UPS, FedEx, USPS) with no markup added. Fee depends on size of product and weight, typically $4-$20+. Shipping costs for online products are estimated at the point of purchase.

Local Deliveries

We are happy to deliver bulk orders and larger pieces within 100 miles of Boston, MA. Buyers are responsible for delivery fees, which are estimated based on product type/quantity and distance from our shop.

Cancellation of Online Orders

We accept cancellation on online orders up to 24 hours after the order has been placed and will issue a full refund within that window. As each product is hand-made to order, we cannot issue full refunds after 24 hours. Any refunds after 24 hours will be at the discretion of Knollwood Road. Requests for cancellation must be emailed to info@knollwoodroad.com and reference the order number.

Custom Orders

Custom orders will be estimated and approved by the buyer prior to any material work beginning. As a design is necessary to estimate a project, we charge a small non-refundable session fee ($40) for designing and estimation, which will be credited to the final price. If an order is canceled after an estimate is approved, we cannot refund the cost of materials, and any refunds on labor will be at the discretion of Knollwood Road.

Change Requests

Any changes to custom orders will be estimated and approved by the buyer before any work continues. Please note that any loss of materials and labor resulting from a change request will be included in the final price of the piece.

Returns & Refunds

We accept returns on any goods damaged upon delivery and will issue a full refund. Buyer is responsible for the return shipping costs. We do not accept returns on custom orders. Should any issues arise with the condition of any goods received, please reach out to us at info@knollwoodroad.com.