There was a time when business was conducted over a hand shake instead of a 12 page contract.  A man's word was his bond.  People trusted one another.  Really...  there was!  But now-a-days things are different.  Therefore, we have set out in writing, our Policies and Procedures -- as briefly as possible and in plain English -- so that you can review them prior to doing business with us.  We credit you with being an intelligent, responsible person, capable of checking the facts and making an informed decision.  Living up to that expectation is your responsibility.

Displayed Pricing

The pricing shown with each of our custom products is accurate as of the last build of that product and is offered for comparative use only.  Request a bid to get an exact cost on any piece you are seriously considering ordering.

Estimates

Once you know what you want built, go to the Bid Request page and be prepared to provide a clear description, a sketch or a picture of what you want made.  Even if a picture or drawing is not exactly what you want it can serve as a starting point from which we can discuss modifications.  We also offer links to all the major furniture plan producers (Plans Directory button to the left) to help you find a design you like.

We will discuss your needs with you, produce a working drawing, a materials list and costing sheet and work up a written estimate for the cost of producing the piece.  During these discussions you are under no obligation whatsoever and need not pay us anything unless you accept our estimate and initiate a contract.  We will produce one bid for free, based on the information you provide.  If you want multiple bids on various versions of an item we will expect to be compensated for the considerable amount of time this will consume.  If you then order one of those versions from us we will apply the design fees to your purchase so you will have lost nothing.

If you are local and request a bid we will provide you with two copies of the written estimate.  To accept our offer, sign one copy and return it to us with the deposit on the estimated cost.  The balance will be paid as the piece is completed.  On-Line customers will receive an e-mail with a PDF estimate form attached and instructions on paying the deposit.  Payment of the deposit constitutes acceptance and initiates the contract between us.

Contract

Upon acceptance and payment of the deposit we will place your project into our production schedule and purchase the needed materials.  Your deposit goes toward the cost of lumber and materials needed to build your order and these items will be purchased upon receipt of your deposit.  If a significant price increase over the price we last paid on any material item is encountered you may: 1) pay the increased price, 2) choose a lower cost replacement of that item, or 3) cancel your order without penalty and receive a full refund of your deposit.

Production schedule

We schedule work on a first come, first served basis keyed to contract acceptance date.  Production times are estimated.  This production time varies with our workload, increasing as new bids are accepted and decreasing as we complete the work already scheduled.  Notices of account activity are e-mailed to you.

Follow Along

On the Daily Shop Notes page (brown block at left) we describe the construction process and post pictures of your piece as it's being built.  There is no charge for this service, and we encourage you to follow along -- if something doesn't look the way you envisioned it, let us know now.  Making changes at this point will be much easier and less costly than after it's sitting in your living room! For your convenience you may use an RSS enabled web browser to pull in each day's posting automatically.  Click HERE for RSS information, details and general instructions.

Payments Schedule

Payments on your custom order will come due as the piece is constructed.  A deposit of 25% of the estimated item cost is needed to place the order.  On large pieces another 25% will be billed when construction begins, a third payment when construction is completed and finishing is about to begin.  The remaining balance due will be billed when the item is ready for delivery.

On smaller items which take a short time to produce, the deposit is paid upon placing the order and the remaining balance is billed in a lump sum when the item is completed and ready for shipment.

We will accept most forms of payment, but how they are handled will vary with the form of payment.

• On-line payment with Visa, MasterCard, Discover or PayPal means your order is processed immediately and we will place it in our production schedule right away.
• Payment by mailing a cashier's check or money order means we will schedule your order once the payment has been received.  This will mean a delay of several days to a week depending on where you live.
• Payment by mailing a personal check means we must wait until we receive your check and wait another 10 days from the deposit date to be sure your check will clear your bank before shipping your order.  If your payment is for a deposit or progress payment we will proceed upon receipt of your check, only the final payment will cause the 10 day delay.
• We also accept cash payment from local customers who are able to come to our workshop, but strongly discourage anyone from mailing cash.

If mailing a payment, send it to:

Smoky Mountain Woodworks
1198 Piney Mountain Road
Newport, TN.  37821

Cancellation

If for any reason not discussed above you should decide to cancel your order prior to the start of construction we will attempt to return the materials purchased and will refund your deposit, minus any non-recoverable expenses.  Specially ordered parts and lumber are not normally returnable, common hardware and finishing supplies are as long as they have not been opened.  Shipping costs on materials ordered are not refundable, nor are processing fees associated with credit card payments.

Non-returnable materials paid for out of the deposit belong to you and will be held for up to 30 days for your retrieval, or can be shipped to you at your expense.

Should you cancel your order after construction has begun, your deposit is forfeited but all or part of the second payment may be refunded.  The order may not be canceled once construction is completed.

Completion

When your item is completed your final payment is due.  We will make every effort possible to let you know that your piece is ready and waiting.  If you are mailing your payments and are unable to make the final payment right away, let us know.  We can place your piece of furniture in storage while you work things out.  If we hear nothing from you within 30 days of the completion date we must cancel the order.  You will forfeit your deposit and all payments made and the piece will be sold to collect the balance due.

Shipping

The cost of delivering your new furniture anywhere in the continental United States will be included in your price estimate - if you provide address information.  Deliveries outside of the continental USA will mean additional costs that may not be known, exactly, until the ship date.  We will estimate these for you but they will not be billed until those fees are known.  Customs fees, if any, are typically paid by the client at the time of delivery.

Our full sized furniture being delivered in the USA will be sent via a White Glove Delivery service.  Your furniture will be wrapped in blankets and shrink wrapped at our facility.  The movers then deliver the piece to your home, unwrap it, bring it inside and place it where you want it (within reason).  If minor assembly is needed -- such as with a bed frame -- the delivery staff will do this for you.  Then they remove all debris so there is nothing for you to clean up.  All you need to do is enjoy your new furniture.

Small items will be boxed and shipped via a common carrier such as FedEx.

Returns

Returns of custom commissioned pieces are accepted ONLY if the piece is flawed.  Returning an item because it is not quite what you had envisioned is not allowed.  We will provide you with written descriptions, sketches, drawings and progress photos to be sure we are in agreement on what is being built.  Look them over carefully.  If you're not sure about something, ask questions.  We don't mind.  We want it to be right as much as you do. 

We do not assume responsibility for damage done by a carrier while your item is being delivered.  All our shipments are packaged carefully and fully insured.  Very few of our shipments have been damaged in transit.  If your item is one of these rare cases, let us know right away so we can contact the carrier to file a claim.  The carrier will pay for repairs or replacement as needed.  On UPS or FedEx deliveries keep all the original packaging, their agent will want to see it.  Should you notice damage on a White Glove delivery, point it out to the delivery person and make sure it gets noted on the bill of lading.  E-mailing digital photographs would be helpful in negotiating a settlement.  So far this has never happened, but should you be the first...

If you are returning part of an item for repairs or adjustment, contact us for instructions on how to properly remove the part.  Then pack it carefully and ship it via UPS Ground or FedEx Ground.  Insurance is recommended.

IMPORTANT: Any item being returned must be packed PROPERLY.  If the item is destroyed in shipment to us because you did not pack it properly we will seal the box back up and return it to you as is.  We put a great deal of care into packaging our products so they have the best possible chance of arriving intact.  You must do the same.  If you are not able to do this take it to a Pak-Mail or Mailboxes Etc store and have them pack it for you.

All returns are to be shipped to:
Smoky Mountain Woodworks
1198 Piney Mountain Rd.
Newport, TN 37821
This is a commercial address, be sure to state this when shipping to get your best price. 

Privacy Policy

We know how aggravating it is to have your in-box clogged with junk mail because some sly merchant is making extra money by using your address in an unauthorized mailing list.  Therefore we guarantee that:

1. We never sell or lease any of our contact information to anyone.
2. We do not offer mailing services using our customer database.
3. We will not be sending you offers and information about other companies.
4. We do not send out an e-mailed newsletter.  You may subscribe to our RSS feeds if you so choose.  (Instructions available from Our Library button.)

There now, that wasn't so bad was it?  And as a reward for actually being a responsible consumer, you may use the coupon code Luke 14:28 to take 10% off of any order placed before December 31st 2010.