Shipping & Returns FAQ
Does Shelfology offer free shipping?
Yes—free economy shipping on orders 24" or shorter and 40 lbs or less to the contiguous U.S. Must be signed into your account. Excludes Alaska, Hawaii, and clearance items.
How long until my order ships?
2-3 days for non-coated hardware, 5-7 days for powder-coated hardware and shelf systems. Check individual product pages for specifics. Shipping takes 2-7 days after that.
Can I return my custom shelving?
No—made-to-measure items cannot be returned. Only stock brackets (Aksel, Glenn, Yuri non-coated, Drake) can be returned within 30 days if unused and unopened.
How do I start a return?
Email hello@shelfology.com or call 949.244.1083 within 30 days of delivery. You pay return shipping to our Idaho facility.
Can I cancel or change my order?
Within 24 hours: free changes or cancellation. Days 2-3: 15% fee (we've already bought materials). After 3 days: too late, no changes possible.
Who pays for return shipping?
You do. We refund the product cost only, not original shipping.
Understanding Your Order Timeline
Lead time = how long we take to make your order in our Idaho shop
Shipping time = how long carriers take to deliver it to your door
Total time = both combined
We control lead times. FedEx/UPS control shipping times.
Lead times vary by product—check each product page for specifics. Your lead time clock starts when your order is finalized and paid. If you change your order, the lead time resets.
Need it faster? We charge a 40% rush fee to bump you to the front of the line. Call 949.244.1083.
Important: Faster shipping (2-Day, Overnight) doesn't change our production time—it only speeds up delivery after your order leaves our shop.
Free Shipping
Free economy shipping is available on eligible orders to the contiguous U.S. You must be signed into your account to qualify.
Qualifies for free shipping:
- Products 24" or less in length
- Total cart weight 40 lbs or less
Does not qualify:
- Alaska, Hawaii, or international addresses
- Clearance items
- Orders exceeding size/weight limits
Standard Shipping
Most products between 25-84" in length and 1-124.99 lbs fall into standard shipping. These orders don't qualify for free shipping.
At checkout, choose from:
- Ground (2-7 days transit)
- 2-Day Air
- Overnight
- International
Rates calculate in real-time based on your order's size, weight, and destination.
We primarily ship via FedEx and UPS (USPS in special cases). No P.O. boxes, but we do ship to freight forwarding services.
Freight Shipping (LTL)
Orders 125 lbs or more ship via LTL freight. Not eligible for free shipping.
We use a broker system to get you the lowest freight rate available. If your shelf is 85" or longer, it ships freight regardless of weight—you'll thank us when it arrives in one gorgeous piece.
Need a custom quote? Call 949.244.1083.
Returns: The Reality of Custom Work
Most of our products are made-to-measure by the inch—sized and colored specifically for you with rad, sweat, and tears from your favorite shelf geeks. Unlike returning a TV to Costco, we can't resell custom items to the next person.
This means you have a bit more responsibility to make sure you're ordering exactly what you want. Please use our resources: detailed product pages, YouTube tutorials, and our insanely talented customer experience team (who honestly geek out on easy transactions and happy customers).
What You Can Return
Stock brackets only:
- Aksel floating shelf brackets
- Glenn floating mantel brackets
- Yuri floating desk brackets (non-powder coated only)
- Drake floating countertop brackets
Must be:
- Unopened, unused, undamaged
- Returned within 30 days of delivery
- In original, resellable condition
What You Cannot Return
Made-to-measure items:
- All shelving systems
- Hooks
- Cabinet pulls
- Bookends
- Poster hangers
- Swag (t-shirts, hats)
- Any altered or customized products (even if the base product is normally returnable)
You pay return shipping. We do not refund original shipping costs.
How to Start a Return
Contact us within 30 days
Email hello@shelfology.com or call 949.244.1083 (M-F, 8am-4pm MT). Have your order number ready and let us know what you're returning and why.
We confirm eligibility
We'll verify your item qualifies for return (stock brackets only, not made-to-measure or altered items).
Pack and ship
Carefully package the item in original, unused condition. You arrange and pay for return shipping to:
156 N. 2nd East
Rexburg, Idaho 83440
Get your refund
We process refunds 1-2 days after receiving your return. Credits appear in your account within 2-7 days depending on your bank or card issuer.
We refund the product cost only—not original shipping charges.
Order Changes & Cancellations
The nature of made-to-measure means that once we've started your order, changes get expensive and complicated. Time and money get wasted. Feelings get hurt. Sandwiches go stale and uneaten. Milk spills. All things that can be avoided.
24-Hour Window
You have 24 hours after placing your order to make changes or cancel for free. Contact us at hello@shelfology.com or 949.244.1083.
If you ordered outside business hours (M-F, 8am-4pm MT), you have until 4pm MT the next business day.
Have ready: Order number and contact information
Days 2-3: The Material Zone
We've already purchased materials and started cutting. Changes or cancellations during this window incur:
- 15% time/material fee on entire order
- Plus any additional costs specific to your request
Payment for changes must be received before we resume work.
After 3 Business Days: Too Late
Your order is too far along. No changes, edits, or cancellations possible. All sales are final.
| Timeframe | Fee | What's Possible |
|---|---|---|
| 0–24 hours | Free | Changes and cancellations allowed |
| Days 2–3 | 15% fee + additional costs | Changes possible with fees |
| After day 3 | N/A | No changes allowed |
Note: If you've ordered an altered version of our products (changed from website configuration), sales are final after 24 hours regardless.
Defects & Warranty
If something arrives with a manufacturing defect, we'll repair or replace it. Warranty coverage varies by product—check our Warranty Page for specifics.
For damaged items requiring repair or replacement, contact us at 949.244.1083 or hello@shelfology.com. We'll send you a return label if needed.
We are not responsible for items lost, stolen, or damaged in transit. If your package goes full "Roddy Piper" after leaving our facility or disappears from your porch, file a claim with the carrier using your tracking number.
Custom & Altered Orders
Custom order: A one-off product not available on our website, made just for you (ex: a custom towel bar).
Altered order: A product from our website with modifications (ex: changing an Aksel shelf from 13" to 13.5").
We offer custom and altered orders to our Trade Army (professional customers). If you're a trade pro, sign up and contact your rep at 949.244.1083 or sales@shelfology.com.
For non-Trade customers
We offer limited alterations on existing products:
- Length
- Depth
- Rod count
- Rod length
Important: Once altered, items cannot be returned or cancelled after 24 hours (manufacturing defects still covered under warranty).
Promotions
We love rewarding customers with fun promotions—discounts, free shipping, exclusive deals. All promotional offers:
- Valid only on our official website
- May have minimum purchase amounts or product restrictions
- Cannot be combined with other offers unless stated
- Include clear expiration dates
- Must be redeemed at checkout (no retroactive applications)
Refunds for promotional items reflect the actual amount paid. If you return part of an order and no longer meet promotional terms, discounted/free items may need to be returned.
We reserve the right to modify or cancel promotions anytime. Questions? Call 949.244.1083 or email hello@shelfology.com.
Questions?
Not sure if your order qualifies for something? Call us at 949.244.1083 or email hello@shelfology.com.
We're a small company run by humans. Mistakes happen. We're here to make things right—just give us the chance to help.