Order Terms & Conditions

THE NATURE OF MADE-TO-MEASURE (M2M) ORDERS

Most of our products are made-to-measure by the inch to your specifications with rad, sweat, and tears from your favorite shelf geeks, except for a small selection of our builder's grade brackets. This means that in most cases your order is sized and colored just for you and we cannot take it back and sell it to someone else in the same way you can return a TV to Costco and they can sell it to the next guy. The nature of this type of transaction is that you as the buyer have a bit more responsibility to make sure you are ordering exactly what you want. Please plan your project carefully. Although changes and mistakes happen–and we totally understand that they do–It is difficult for everyone when we've started an order and there are changes or cancellations. Time and money get wasted. Feelings get hurt. Sandwiches go stale and uneaten. Milk spills. All these things that can be avoided most of the time.

To prevent discomfort like this, we have set up our entire business to help you get exactly what you want. This includes a beautiful and information-rich website, great how-to's and YouTube content, and especially an insanely talented customer experience team that is ready and available to help you. Please use these resources anytime. We honestly love to help you get all of your questions answered so your order goes smoothly from start to finish. Seriously. We geek out on easy transactions and happy customers. So use us.

ORDER CHANGES

You have a 24-hour window after your order is placed to change or cancel your order. Contact us within 24 hours at hello@shelfology.com or call 949.244.1083 with your requested changes. Have your order number and contact information ready. If your order was placed outside of business hours (M-F 8-4pm MT), then you have until 4pm MT of the next business day to change your order.

If your changes are communicated to us within 24 hours, your order's production time will not change. If your changes require additional approvals or drawings, production time restarts once those approvals are received. See Production Times below.

After 24 hours, no change orders are allowed. If you wish to cancel your order after 24 hours, a fee of 30% of the order value will be applied due to lost production time and materials incurred by Shelfology. Shelfology will refund the remaining 70%. We are happy to work with you to specify your new order at that time. Upon shipment, all orders become nonrefundable.

ORDER CANCELLATION

Just like the airlines, you have 24 hours after your order is placed to cancel your order. After 24 hours your order has taken off. You may cancel orders by contacting hello@shelfology.com or calling our CX team at 949.244.1083, M-F, 8-4pm MT. Have your order number and contact information handy. If your order was placed outside of business hours, then you have until 4pm MT of the next business day to cancel.

If you have placed an order for an altered version of our products (altered meaning, it has been changed from the way it is configured on our website), sales for all custom or altered pieces are final after 24hrs. All custom or altered pieces are non-refundable and cannot be returned or exchanged, regardless of whether the original product was returnable or not.

During business days 2-3 after your order has been placed, we have already purchased materials and started cutting them up. To cover these costs, If there are any changes during days 2-3 there will be a 15% time/material fee plus any additional charges specific to your request. Payment for those changes must be received before work starts again. We understand mistakes happen and we are happy to help you make changes but again, there is a fee after 24 hours, So please plan carefully.

After 3 business days, all orders are too far along and we will not cancel your order. All sales past three business days are final.

Cancellation fees summary:

  1. Up to 24 hours: No Fee
  2. 2-3 business days: 15% time/material fee on the entire order
  3. After 3 business days: No changes or edits

PRODUCTION TIMES

Production time is how long it takes us to make your order and get it out of our shop. Production times vary by product and are listed on each product page. For current production times, shipping times, and rush options, see our Shipping & Returns page.

By placing an order, you agree that:

  1. Production times are stated in business days and begin once your order is finalized and paid.
  2. Changes made within the 24-hour change window do not affect production time unless they require additional approvals or drawings. In that case, or for any change made later, production time restarts once the revised order is finalized, approved, and paid.
  3. Orders with multiple products ship together once the item with the longest production time is complete.
  4. Production times are estimates. We may adjust them due to market conditions, equipment or material issues, or order volume, including sales events. If your order is affected, we will notify you.
  5. Expedited production is available for a rush fee of 40% of the order total. Call 949.244.1083 to request it.
  6. Choosing a faster shipping method shortens transit time only. It does not change production time.

RETURNS

We produce three types of products at Shelfology: made-to-measure items, mass produced stock items and the occasional altered or custom version of our products. We accept returns on stock items only if they are not altered, used or damaged in any way and the return process is initiated within 30 days of delivery confirmation. We do not accept returns on any made-to-measure item or any altered or customized items.

Returnable stock items include:

  1. Aksel floating shelf brackets
  2. Glenn floating mantel brackets
  3. Yuri Floating desk brackets (Only non-powder coated)
  4. Drake floating countertop brackets

The following products are non-refundable because they have been produced just for you and cannot be resold. These items include all shelving, hooks, cabinet pulls, bookends, poster hangers and any swag like T-shirts or hats. It also includes any stock or made-to-measure items that have been altered in any way outside of options available on the website.

Please note customers are responsible for all return shipping costs, and materials must be returned in unused and resellable condition.

If an item has a defect of course we will fix or replace it as needed. Shelfology warranties vary by product; please consult our website's Warranty Page for coverage of your particular product.

Returned summary:

  1. Returns must be initiated within 30 days of delivery confirmation
  2. Returns are accepted on stock items only
  3. Returns are accepted if stock items are not used, damaged or altered in any way
  4. No returns are accepted on made-to-measure or made-to-order items
  5. No returns are accepted on altered or customized items

REFUNDS

Refunds are processed 1-2 days after receipt at our location (156 N 2nd east, Rexburg, Idaho 83440) and credits to your account will be applied. It takes 2-7 days for credits to show in your bank account or credit card balance. This timing is entirely dependent on the bank or card issuer. If you have not seen your refund credit into your account after these time periods have passed, please contact us immediately at 949.244.1083 or hello@shelfology.com

CUSTOM VS. ALTERED ORDERS

A custom order is exactly that. It is a one-off product not available on our website made just for you and no one else. (ex: a custom towel bar not listed on Shelfology.com) Altered orders are products available on our website that we make a slight change to (Ex: Changing the length of an Aksel shelf from 13" to 13.5")

We are happy to provide custom-designed items and nearly unlimited alterations to our Trade Army (professional) customers. If you are a trade professional and would like a custom or altered order, please sign up for our trade army here and contact your account representative at 949.244.1083 or sales@shelfology.com with your request. Custom and altered projects are quoted individually.

We also offer limited alterations on existing products for anyone not in our Trade Army (professional discount program). We will alter the following attributes on any product we offer on our website:

  1. Length
  2. Depth
  3. Rod count
  4. Rod length

Note that: once an item has been altered, it will not be eligible for return or cancellation after 24 hrs of placing the order. Manufacturing defects, of course, are covered here. See the warranty page for details.

PROMOTIONS

At Shelfology, we enjoy rewarding our customers with fun and exciting promotions! Our promotional offers, including discounts, free shipping, and exclusive deals, are valid only on our official website and may have specific eligibility requirements, such as minimum purchase amounts or applicable product categories. Each promotion is subject to availability, can't be combined with other offers unless stated, and will include clear expiration dates.

Promotions must be redeemed at checkout and cannot be applied retroactively to previous orders. Refunds for items purchased during a promotion will reflect the actual amount paid, and free or discounted items may need to be returned if the terms of the offer are no longer met. Shelfology reserves the right to modify or cancel promotions at any time and take action against misuse or fraudulent activity. For questions or assistance, reach out to our friendly support team—we're here to help!