CathcartCrafted — Shipping Policy & Legal Notice

Ready to paste into Shopify. Both policies are complete — no blanks left to fill.

Details used:

The Pennsylvania shop is intentionally left out of both documents for now.

---

---

Shipping Policy

Effective date: September 12, 2026

CathcartCrafted builds furniture and architectural woodwork to order. Because a 16-foot conference table and a set of cabinet doors do not travel the same way, how your piece reaches you depends on what it is. This policy explains the options, the timelines, and who is responsible for what.

1. Order processing and lead times

Custom and commissioned work. Every commission begins with a written quote and a signed scope. Your build slot is reserved when your deposit clears. Lead times are stated in your quote and typically run 6 to 16 weeks depending on complexity, finish schedule, and material availability. We will tell you your estimated completion window in writing before you pay a deposit, and we will tell you promptly if that window changes.

In-stock and ready-made items. Items shown as available on our website generally ship or are ready for pickup within 3 to 7 business days.

Lead times are estimates, not guarantees. Solid wood dictates its own schedule: slabs need to acclimate, finishes need to cure, and rushing either one produces work we will not put our name on. Delays caused by material shortages, mill or supplier backorders, carrier disruption, weather, or events outside our reasonable control do not entitle either party to cancel a custom order already in production.

2. How your order ships

We use four delivery methods. Your quote or order confirmation will state which one applies.

Local delivery and installation. For customers in the Raleigh, Cary, Apex, and greater Triangle area, we deliver in our own vehicles and, where the piece requires it, install it ourselves. Local delivery is quoted per project based on distance, crew size, and installation scope. This is our preferred method for built-ins, large tables, and anything that needs to be leveled, scribed, or fastened on site.

LTL freight and white glove. Large or heavy pieces shipping outside our local service area are crated or blanket-wrapped and moved by a freight carrier. Freight is quoted per project after the piece is built and its final crated dimensions and weight are known; we will confirm the freight cost with you in writing before booking. Two service levels are available:

• Curbside delivery. The carrier brings the shipment to the curb or driveway at your address. Getting it inside is your responsibility. Plan on having two or more able people available.
• White glove delivery. The carrier's crew brings the piece into your home or facility, places it in the room of your choice, and removes the packaging. This costs more and requires advance scheduling. We recommend it for anything over roughly 150 pounds.

Freight carriers require an appointment. They will contact you at the phone number on the order to schedule a delivery window. If they cannot reach you, the shipment may sit in a terminal and accrue storage fees, which are your responsibility.

Parcel shipping. Smaller items — accessories, hardware, small signage, samples — ship via UPS or FedEx Ground. Parcel rates are calculated at checkout or quoted on your invoice. Tracking is emailed when the label is created.

Shop pickup. You are welcome to pick up at our Raleigh shop at no charge, or to send your own mover or freight carrier. Pickups are by appointment only. Bring adequate help, adequate vehicle, and adequate tie-downs; our crew will help you load, but you are responsible for securing and transporting the piece once it leaves our floor. If you arrange your own carrier, our responsibility ends when the piece is loaded onto their truck.

3. Where we ship

We ship throughout the 48 contiguous United States.

We do not offer standard shipping to Alaska, Hawaii, U.S. territories, or international destinations. We will consider these on a case-by-case basis and quote them individually. If you are outside the lower 48 and want a commissioned piece, contact us before ordering. For any international shipment, all duties, import taxes, brokerage fees, and customs charges are the buyer's responsibility and are not included in the price we quote. Some wood species are subject to CITES restrictions or import documentation requirements; we will tell you if your species selection affects what we can legally ship where.

4. Shipping costs

Shipping is not included in product prices unless your quote explicitly says so.

• Parcel: calculated at checkout or shown on your invoice.
• Local delivery and installation: quoted per project.
• Freight: quoted per project once final crated dimensions are known.

Crating for freight shipments is a real cost — a purpose-built crate for a dining table is a piece of woodwork in its own right — and is billed separately where it applies. You will see it as a line item.

5. Getting it through the door

This is the single most common problem with custom furniture, so please read this section.

Before we build, and again before we ship, it is your responsibility to confirm that the finished piece will physically fit into the space where you want it. Measure your doorways, hallways, stairwells, elevators, and any turns along the path. Tell us about tight corners, low ceilings, narrow gates, unpaved driveways, loading dock restrictions, and building access rules or delivery windows. Tell us before we build, not on delivery day.

If a piece cannot be delivered because it does not fit, because the site is not ready, or because access was not as described, you are responsible for redelivery costs, storage, and any return freight. Custom pieces are not returnable on this basis.

6. Inspect your delivery before you sign

For freight deliveries, this matters a great deal. Once you sign a clean delivery receipt, the carrier's liability for visible damage is effectively over, and so is our ability to file a claim on your behalf.

At delivery, before the driver leaves:

1. Inspect the crate or packaging on all sides for punctures, crushing, or water staining.
2. If anything at all looks wrong, write a specific description of it on the delivery receipt or bill of lading before you sign. "Crate crushed at left front corner" is useful. "Subject to inspection" is not.
3. Photograph the packaging and the piece before and during unwrapping.
4. Contact us within 48 hours of delivery with the photos and the noted receipt.

For parcel and local deliveries, please inspect and contact us within 5 business days of receipt.

We will work with you and the carrier to repair, replace, or refund a piece damaged in transit. We cannot do that if the damage is reported late or if the receipt was signed clean.

7. Title and risk of loss

Title and risk of loss pass to you when the goods are delivered to the carrier for shipment, or when the piece leaves our shop with you or your agent at pickup. We insure freight shipments for their invoice value unless you instruct us otherwise in writing.

8. Address accuracy and failed deliveries

Provide a complete, accurate shipping address and a phone number the carrier can actually reach. We ship to the address on the order. Address changes after a label is created or a freight shipment is booked may not be possible, and any carrier reconsignment fee is yours.

Shipments refused at delivery, or returned to us because the carrier could not complete delivery after reasonable attempts, are subject to return freight charges and, for non-custom items, our standard restocking terms. Custom pieces refused at delivery remain your property and your financial responsibility.

9. Tracking

You will receive tracking or a carrier reference number by email when your order ships. For commissioned work in progress, we send photo updates at agreed milestones; ask us at any point and we will tell you where your piece stands.

10. Returns

Shipping and returns are separate topics. See our Refund Policy for return eligibility. Note that custom, commissioned, and personalized pieces are not returnable — a table built to your dimensions in your species with your logo inlaid in it has exactly one home.

11. Questions

CathcartCrafted 1053 East Whitaker Mill Road, Suite 115 Raleigh, NC 27604 keith@cathcartcrafted.com (919) 590-0101