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 builders 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 gets 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 your order. Contact us before 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, the stated lead time for your order will not change. If your changes require some kind of additional approval or drawing, your lead time will reset to start on the day those approvals have been received.


After 24 hours it costs Shelfology money to change an order, therefore any additional costs incurred by your changes will be added to your order total. Payment for those changes will need to be received before work starts again.


During 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. 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 the 3rd business day: No changes or edits can be made to your order.

Change 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

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

LEAD TIMES

 

Lead times are defined as the time it takes to produce your order from receiving it to when it leaves our shop. Shipping time is the time it takes to get from our shop to your door. They are two different things. The combination of the two is how long your order takes from placing it to arriving at your door. We are in control of only our lead time. Our carrier partners are in control of their shipping time.


Lead times begin once the order has been finalized and paid for. If there are any edits or adjustments made to the order, the lead time resets and starts again once the adjusted order is finalized and paid for.


We want you to be stoked through our entire process and fast lead times are part of it. We do our best to be as accurate in our lead times as possible. Due to uncertain market conditions we maintain the right to adjust lead times when necessary. We will notify you if for some reason your lead time changes.

A couple other things to know about lead times:
  1. Selecting a faster shipping speed does not change the lead time. It just makes the shipping time shorter.
  2. Lead times are different for each product we sell. Please visit the product page to see any product’s lead time. Your order may contain several products with different lead times. We will ship all your items together when the product with the longest lead time is completed.
  3. We will expedite production, in other words, dramatically shorten any given lead time for a rush fee of +40% on order total. Please contact us for any expedited orders.

SHIPPING

 

Free FedEx Ground shipping is available within the contiguous United States when the order is greater than $250 and does not exceed any of our other free shipping rules below:

Free Shipping Relues:
  1. Your order is shipping within the contiguous United States. Sorry Alaska, Hawaii and the rest of the world! If your order is shipping to Alaska, Hawaii or International you will be charged for shipping. Shipping rates are calculated by the size and weight of the product. We will use the most cost effective method/company to ship. Typically, it is USPS first class.
  2. Your order amount is $250 or greater. If your order total is less than $250 you will be charged for shipping.
  3. Product length does not exceed 84 inches long. If any item in your order exceeds 84 inches long, you will be charged for shipping.
  4. Shipping weight is less than 150 pounds. If shipping weight is 150 pounds or greater your order will be charged our common carrier rates and ship via common carrier (LTL). For larger, heavier orders, common carrier rates almost always save you money on shipping, plus they won’t break the Fedex driver’s backs–they thank you in advance! We use a broker system that allows us to choose the lowest price carrier for every order, which we gladly do for you.

We primarily use FEDEX to ship packages. USPS and UPS are available under certain circumstances. We do not ship to PO boxes. We will also ship to freight forwarding companies nationwide. Contact us for any special shipping requests.

Orders are shipped in the order they are received.

We are happy to expedite production for a 40% rush fee, call 949.244.1083 for expedited lead times. Overnight or 2-day expedited shipping is available upon request. Call us for expedited shipping.

Shipping hours are: Monday–Friday, 9am–4pm MT.

You will be sent a tracking number when your shipping label prints, please allow up to 12 hours for tracking information to be updated.

Hardware orders without powder coating are typically shipped in 1-2 business days. Hardware with a powder coat finish typically ships in 4-5 weeks. Shelf systems are made to order and typically take 5-6 weeks to ship. All standard orders ship via FedEx Ground from Idaho, which takes another 2-7 days, depending on your distance from Idaho.

Once your order leaves Shelfology, it is out of our control. For questions and concerns about shipping, please contact the carrier. Have your tracking number on hand.

Shelfology is not responsible for any items lost or stolen during shipping. Once your order leaves Shelfology, it is out of our control. For questions and concerns about shipping, please contact the carrier. Have your tracking number on hand. You can download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.



SHIPPING DAMAGED, STOLEN OR LOST

 

Shelfology is not responsible for any items lost, stolen or damaged items during shipping. Although we wish to punch any dirty thief in the face along with you, the dirty thief is the one who is responsible for replacing your package, not Shelfology. If the carrier decides to go “Roddy Piper” crazy on your box Shelfology is not responsible for damages incurred during shipping. While we are certainly sympathetic to the crappy nature of damaged, stolen or lost packages, we can not replace it for free.


By default we are offering you peace of mind with a low cost shipping insurance solution through Route. For those willing to take roll-the-dice and take a risk you can easily opt out of this during checkout. We want our customers to have the best possible delivery experience.


Route provides low-cost shipping protection on your order. In the event that it gets damaged, stolen or lost while in transit. Route also has a mobile app that allows you to visually track your order. No need to dig through your email for tracking numbers. Route’s dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.

Does Shelfology already cover lost or stolen packages through their customer service?

We take customer service very seriously and do our best to resolve issues as quickly as possible. Once an order leaves our shop it’s up to the carrier to get it to your door safely. Once they’ve delivered it to your door it is your responsibility to get it. If you did NOT opt out of Route insurance you can know that any issues during shipping or on your porch is one-click away from submitting a claim and reordering.


What is Route?

Route is a shipping insurance company that covers packages that are damaged, stolen or lost in transit. Route ensures you get what they paid for, and allows for easy reordering with one simple click when you’re having one of those days. Review the policies here to understand which damaged, lost or stolen items Route covers.


Where is My Order?

Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.


How Does Route Work?

If your Route protected order ends up damaged, stolen or lost, Route's expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.


Need to file a claim?

You can file a one-click claim file here.


How Does Route Process Refunds or Reorders?

Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.

Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.


When Should I File a Claim?

Damaged
Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.

Marked As Delivered (Stolen)
Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered. Please note, orders over $100 USD will require a police report to be filed by the customer before any resolution can occur.

Stuck In Transit (Lost)
For domestic orders, claims will be reviewed no earlier than 7 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date.

Do I need to contact Shelfology to reorder?
Nope! When you submit your claim, Route will also get your reorder submitted to Shelfology.

Is Route an licensed insurance company?
Yes. Route is a licensed insurance company and they are partnered with Lloyds of London, one of the biggest names in shipping insurance.

What are Route’s Terms and Conditions?
Route's terms and conditions
Route’s package protection policies

What does Shelfology cover?
See our warranty page for details.



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
  6. If you have a damaged, stolen or lost order contact submit your claim with Route

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 order. Manufacturing defects, of course, are covered here. See warranty page for details.