Shipping, Creation Time & Return Policy
At Sutton Hollow Designs, most of our products are made to order right here in our small Vermont shop.
We carry very few finished items in stock because we'd rather create each piece with the care and attention it deserves. We also frequently receive custom orders and requests for special sizes, which means our production schedule can vary from week to week.
Our Standard Creation & Shipping Time
Please allow approximately 7–10 business days for your order to ship.
This timeframe gives our small family team the time needed to build, create, finish, and carefully prepare your order without sacrificing the quality and durability we want every Sutton Hollow Designs product to have.
Please remember that our 7–10 business day timeframe is production time before your order ships. Carrier transit time begins once your package leaves our Vermont shop.
Custom Orders & Special Sizes
We love creating something a little different!
Custom orders, personalized products, and special-size requests may require a few additional business days depending on the materials, design, and work involved. If your custom order will require additional production time, we'll communicate that with you whenever possible.
Need It Sooner? Just Ask!
Ordering for a birthday, wedding, holiday, housewarming, or another special occasion?
We may be able to fast-track your order.
Email us at info@suttonhollowdesigns.com with the item you're interested in and the date you need it. We'll check our current production schedule and do our best to accommodate your request.
Communication is key in these situations! The sooner we know when you need something, the better chance we have of getting it built, finished, packaged, and on its way to you in time.
While we can't guarantee every rush request, we'll always be upfront about what we can realistically accomplish.
Shipping
Once your order is complete, it will be carefully packaged and shipped from our shop in Sutton, Vermont.
Shipping methods may vary depending on the product's size, weight, and destination. Once your package has been transferred to the shipping carrier, actual delivery times are outside of our control and may be affected by weather, carrier delays, holidays, or other circumstances.
Handmade Takes a Little Time — and That's a Good Thing
When you order from Sutton Hollow Designs, you're supporting a small Vermont creative shop and family team, not a warehouse full of mass-produced inventory.
That means your order may take a little longer to leave our shop—but it also means there's a real person behind it, giving your piece the attention it deserves.
We appreciate your patience, your support, and the opportunity to create something for you.
Refunds
Once an approved return has been received and inspected, we'll process your refund to the original payment method.
Original shipping charges, when applicable, and return shipping costs are not refundable unless the return is the result of an error on our part or an approved product issue.
Questions? We're Here to Help.
We're a small family-owned creative shop, which means you're communicating with the same people who are building, finishing, packing, and shipping your order.
If you have a concern about an order, please reach out to us. Good communication goes a long way, and we'll always do our best to find a reasonable solution.
Email: info@suttonhollowdesigns.com
Return & Exchange Policy
At Sutton Hollow Designs, we want you to love what we've created for you. Most of our products are made to order by our small family team in Vermont, and we take great care in building, finishing, and packaging each piece before it leaves our shop.
We understand, however, that sometimes a return may be necessary.
Standard Returns
We accept returns on eligible, non-custom products within 7 days of delivery.
To be eligible for a return, your item must be returned in its original condition. Please contact us within 7 days of receiving your order and before sending an item back so we can provide return instructions.
Unless an item arrived damaged, defective, or incorrect, customers are responsible for return shipping costs.
If an item is returned used, damaged, altered, or otherwise not in its original condition, the refund may be reduced to account for the loss in value.
Custom & Personalized Items
Because custom and personalized products are created specifically for you, custom orders, personalized products, and specially requested sizes are not eligible for return or exchange unless the item arrives damaged, defective, or we made an error with your order.
We encourage you to contact us with any questions before placing a custom order. Communication helps ensure we're creating exactly what you're looking for!
A Note About Natural Wood Products
One of the things we love most about working with real wood is that no two pieces are exactly alike.
Natural variations in wood grain, knots, patterns, markings, and color are expected and are part of what makes your Sutton Hollow Designs piece unique. Product photos are intended to represent the overall design and appearance of an item, but the natural characteristics of the wood in the piece you receive will vary.
These natural variations are not considered defects and are not grounds for a replacement or refund.
Slight variations in the finished dimensions of handcrafted wood products may also occur as part of our building and finishing process.
Proper Care of Wood Products
Our handcrafted wood products are designed to provide years of use when properly cared for.
Damage resulting from improper use or care—including placing wood products in a dishwasher, soaking or submerging them in water, prolonged exposure to moisture, or other care practices contrary to the instructions provided with your product—is not considered a manufacturing defect and is not eligible for a return or replacement.
Because wood is a natural material, it can also respond to changes in temperature and humidity. Minor natural movement of the wood is not necessarily considered a product defect.
Damaged, Defective, Missing, or Incorrect Orders
If something isn't right when your order arrives, please contact us right away.
If your item was damaged during shipping, has an issue, or you received something different from what you ordered, email us at info@suttonhollowdesigns.com with your order information and photos showing the issue.
We'll review the situation and work with you to make it right.
Please keep the product and its original packaging until we've had a chance to review any shipping damage, as we may need photos of the packaging for a shipping insurance claim.
Shipping, Creation & Return FAQs
How long does it take for my Sutton Hollow Designs order to ship?
Most Sutton Hollow Designs products ship within 7–10 business days after your order is placed. Because most of our products are made to order, this gives our small family team time to create, finish, inspect, and carefully package your order before it leaves our Vermont shop.
Are Sutton Hollow Designs products made to order?
Yes! Most of our products are made to order. As a small creative shop in Vermont, we keep very few finished products in stock. Your order is often created specifically for you after it is placed.
Why does my order take 7–10 business days to ship?
We're a small family team, not a warehouse with shelves of mass-produced inventory. Our 7–10 business day creation period allows us to give each order the time and attention it deserves while maintaining the quality and durability we expect from our products.
Does the 7–10 business day timeframe include shipping time?
No. The 7–10 business days is our standard creation and processing time before your order ships. Delivery time with the shipping carrier is additional and begins once your package leaves our shop.
Can I get my order faster?
Possibly! If you need an item by a specific date, please email us at info@suttonhollowdesigns.com before ordering or as soon as possible after placing your order. Let us know what you would like and the date you need it. We'll check our production schedule and do our best to fast-track your order when possible.
How long do custom orders or special sizes take?
Custom products, personalized items, and special-size requests may require additional creation time depending on the materials, design, and work involved. If you have a deadline, please let us know when discussing your custom order so we can determine whether we can accommodate it.
Will I receive tracking information when my order ships?
When tracking is available for your shipment (most items qualify), tracking information will be provided once your order has been packaged and transferred to the shipping carrier.
What happens if my package is delayed during shipping?
Once an order has been transferred to the shipping carrier, delivery times are outside of our direct control. Weather, holidays, carrier delays, and other circumstances can occasionally affect delivery. If you're ordering for an important date, we strongly recommend contacting us as early as possible.
What is your return policy?
We accept returns on eligible, non-custom products when you contact us within 7 days of delivery. Items must be returned in their original condition and unused. Customers are responsible for return shipping unless the item arrived damaged, defective, incorrect, or the return is due to an error on our part.
Can I return a custom or personalized order?
Custom orders, personalized products, and specially requested sizes cannot be returned or exchanged because they were created specifically for you. If your custom item arrives damaged, has a workmanship issue, or we made an error with your order, please contact us so we can make it right.
Can I return a standard product if it was made to order?
Yes, provided it is an eligible standard product and you contact us within 7 days of delivery. "Made to order" does not automatically mean an item is custom. Products created in one of our standard designs and sizes may still qualify for return unless otherwise noted.
Who pays for return shipping?
Customers are responsible for return shipping costs on standard returns. If we've approved a return because your item arrived damaged, defective, incorrect, or because of an error on our part, we'll work with you on the appropriate resolution.
What if my order arrives damaged or I receive the wrong item?
Please email info@suttonhollowdesigns.com as soon as possible with your order information and photos of the item and packaging. Keep the original packaging while we review the issue. We'll work with you to find an appropriate solution.
Why does my wood product look different from the product photo?
Real wood naturally varies in grain, color, knots, markings, and pattern, which means no two pieces will look exactly alike. That's part of what makes handcrafted wood products special. Product photos represent the overall style and design, but natural wood variations are expected and are not considered defects.
Can I return a wood product because the grain or color is different from the photo?
Natural variations in wood grain, pattern, markings, knots, and color are not considered defects and are not grounds for a refund or replacement. If you have concerns about your item that go beyond normal wood variation, please contact us, and we'll be happy to take a look.
What if I have a question that isn't answered here?
Just ask! Email us at info@suttonhollowdesigns.com. We're a small family business, so good communication makes a big difference—especially for custom orders, special requests, and orders needed by a particular date.