Custom Orders & Design Approval

Custom orders may include changes to dimensions, wood species, shape, edge profile, construction, finish, quantity, or other details created specifically for a customer.

Before production begins, we will work with you to establish the major details of your project. Depending on the scope, this may include written specifications, measurements, inspiration images, drawings, digital mockups, material selections, or finish samples.

Final Design Approval

Customers are responsible for reviewing and approving the final project specifications before production begins. This includes confirming dimensions, materials, quantities, finish selections, design features, and other agreed-upon details.

Once a design has been approved and production has started, changes may affect both the project price and completion timeline.

Project Estimates & Labor Adjustments

Custom project pricing is based on the anticipated materials, design requirements, production time, finishing requirements, labor, and other project-specific needs.

If your project is completed in fewer labor hours than estimated, the value of the unused labor will be deducted from your final balance at the labor rate established for that project.

For example, if a project includes an allowance of 20 labor hours and the completed project requires only 17 hours, the three unused labor hours will be removed from the final invoice.

Not-to-Exceed Estimates

Unless otherwise stated in writing, the approved custom project estimate acts as a not-to-exceed price for the agreed scope of work.

If a project takes longer than we originally estimated because of our own production process or estimation, you will not be charged additional labor beyond the approved estimate.

Additional charges may apply when additional work is created by customer-requested changes to the approved design, quantity, dimensions, materials, finish, or other project specifications. Any pricing adjustment will be discussed with you before the additional work is completed.

Deposits & Payment

A 50% deposit is required before materials are purchased, custom design work is finalized, or production begins.

The remaining balance is due when the project is completed and before the finished item is shipped, delivered, or released for pickup unless another payment arrangement has been agreed upon in writing.

If unused estimated labor reduces the final project total, that adjustment will be reflected on the final invoice.

If payments already received exceed the final adjusted project price, the difference will be refunded or otherwise credited back to the customer.

Changes After Approval

We understand that ideas sometimes evolve during a custom project. When possible, we are happy to accommodate reasonable changes.

Changes requested after final design approval may result in additional material costs, labor, design work, or production time.

If a requested change will affect the price or completion timeline, we will discuss the adjustment with you before moving forward.

Handcrafted Materials & Natural Variation

Every Ballard Grain and Blade piece is made by hand using natural materials.

Wood naturally varies in grain pattern, color, figure, mineral streaking, knots, sapwood, heartwood, and other characteristics. These variations are part of the material and help make each finished piece unique.

Small variations in shape, measurements, edge details, sanding, color, and other handcrafted elements may also occur between pieces.

Natural wood characteristics and reasonable handcrafted variation are not considered defects.

Wood Movement

Solid wood naturally expands and contracts in response to changes in temperature and humidity. Proper construction techniques are used to allow for normal wood movement, but minor seasonal movement may still occur throughout the life of the piece.

Finishes, Water Resistance & Care

Finish recommendations are based on the intended use of each project. Depending on the piece, we may use penetrating oils, wax-based finishes, film finishes, or other wood-finishing products.

Food-safe oil and wax finishes can provide excellent protection and water resistance while preserving the natural feel of the wood. However, water-resistant does not necessarily mean waterproof.

Unless a waterproof film finish has specifically been selected and approved for the project, customers should avoid prolonged exposure to standing water, soaking, dishwashers, and other conditions that may damage natural wood.

Care recommendations may vary by project and finish. We are always happy to provide maintenance instructions for your finished piece.

Production Timelines

Custom-order timelines are estimates unless a specific guaranteed completion date has been agreed upon in writing.

Production timing may depend on material availability, design approval, project complexity, finish curing requirements, current shop workload, and other factors associated with handcrafted production.

Estimated production time generally begins once the deposit has been received, the design has been approved, and all information necessary to begin the project has been provided.

If an unexpected issue is likely to meaningfully affect the anticipated completion date, we will communicate that with you as soon as reasonably possible.

Cancellations

Because custom projects may require materials, design work, mockups, templates, shop preparation, or production specifically for one customer, cancellation terms vary depending on how far the project has progressed.

Before custom work or material purchasing has begun, deposits may be eligible for a full or partial refund depending on work already completed.

Once custom materials have been purchased, design work has been completed, or production has begun, the deposit may become partially or fully non-refundable to cover expenses and work already performed.

Once a custom project has been substantially completed, the customer remains responsible for the agreed project cost.

Returns & Custom Work

Custom and made-to-order pieces are generally considered final sale because they have been created specifically for the customer.

Custom work is not eligible for return simply because natural wood grain, color, figure, or reasonable handcrafted variation differs from another piece or from an inspiration image.

If the completed project materially differs from the approved design specifications or there is a legitimate workmanship issue, please contact us so we can evaluate the concern and work toward an appropriate resolution.

This custom-order policy is separate from our return policy for eligible non-custom products.

Workmanship Concerns

We stand behind the quality of our craftsmanship.

If you believe there is a workmanship issue with your completed custom piece, please contact us promptly and include photographs along with a description of the concern.

After reviewing the issue, Ballard Grain and Blade will determine the most appropriate solution, which may include repair, replacement of an affected component, refinishing, or another reasonable resolution depending on the circumstances.

Damage caused by misuse, improper care, excessive moisture, improper storage, accidental damage, normal wear, environmental conditions, or modifications performed by someone other than Ballard Grain and Blade is not considered a workmanship defect.

Pickup, Delivery & Shipping

Shipping, delivery, or pickup arrangements will be discussed as part of the individual project when applicable.

Any shipping or delivery charges not included in the original project estimate will be communicated before the project is finalized.

Customers are responsible for providing accurate delivery, shipping, and contact information.

Project Photography

We may photograph completed custom work for our portfolio, website, social media, marketing materials, or other examples of our craftsmanship.

Customer names, private information, addresses, or other identifying details will not be shared without permission.

If you prefer that your custom project not be photographed or publicly shared, please let us know before the project is completed.