OTB aims to provide you with your custom order as fast as possible, because of this we cannot modify, cancel or add to an order once submitted and processed. A small change may be allowed within the first 24 hours.Please note that changes made after the initial order submission are not guaranteed. Changes made after 24 hours will not be accepted. Remakes or any financial compensation due to issues occurring resulting from a change to the order will not be allowed.
At OTB, every order is custom made to your specifications. Because of this OTB can not accept any return on custom products such as doors,drawer fronts, drawer boxes, panels etc. Please remember, you will get exactly what was ordered. Always check your measurements and order before submission. All products will be within 1/16”, + or – ,of the size ordered.Because we use real wood products,you may experience a small variation in size due to finish sanding and/or expansion and contraction.OTB will not accept returns on custom sized items. Returnable items such as hinges must be in new, unused condition and the return must be submitted within 30 days of delivery. After the return is inspected and processed a 20% restocking fee will be applied to the order. The remaining funds will be returned to the original form of payment.The customer will be responsible for all return shipping costs.
With wood products, natural color variations, grain pattern differences, mineral spots and/or small knots will occur, these are not considered defects and will not be replaced at the expense of OTB.Due to natural wood variations there may be stain variations in your finished product. At OTB, our stains and glazes are done by hand to give a custom finish, there will not be perfect consistency in your glaze lines EVER. Our custom glazes will have inconsistency from door to door and line to line.This is to be expected in custom hand applied glaze finishes and is not a defect.Our doors are five piece all wood doors. There may be a small gap between the center panel and the frame to allow for expansion and contraction of the wood. This is a normal occurrence and is not considered a defect by OTB. Visible seams and joints are normal with any all wood door and is not considered a defect in craftsmanship by OTB.
Returns will be accepted if OTB is found to be at fault for the errors associated with the production of the products.
Any and all warranty claims must be returned to OTB for inspection at the customer’s expense.
Due to safety concerns we do not offer will call services. Thank you for your understanding.
Should your product arrive damaged please contact OTB immediately. We will work with you to provide a replacement/repair in a timely manner. OTB is not responsible for indirect costs/ delays incurred due to damaged products. ** Please note any damage to unseen items like undersides of drawer boxes , backsides of panels or any area of the product that would be hidden once installed is not covered under warranty and will not be replaced at the expense of OTB.**
Your order must be opened and inspected no later than 48 hours after delivery. All shortages or discrepancies must be submitted to OTB via email within 21 days of delivery. If a claim is submitted after the 21 day period, no replacements or refunds will be issued. If a discrepancy is found, OTB is not liable for project delays or costs associated with delays and / or overnight expedited delivery of said items.
On large orders freight shipping will be used instead of ground. This decision is at the discretion of OTB. When freight shipping is used a liftgate and residential delivery option will be selected. Freight orders are curbside delivery and will be dropped off a few feet from the back of the delivery truck. It is the customer’s responsibility to protect the delivered shipment from the elements in order to prevent damage to the contents. Inside delivery is not an option. When freight orders are delivered to residential addresses special delivery services may be required. For example a large pallet/ crate delivered to an upstairs condo could / will incur additional costs to deliver. Please note, special delivery charges are not included in our shipping costs.The customer is solely responsible for any and all special delivery charges.