Support
Shipping & Returns
Shelf Crafters items are made-to-fit and packed carefully for safe delivery. This page explains timelines, delivery expectations, and what happens if something isn’t quite right.
Shipping
We build and ship from our Illinois workshop. Most orders ship within ~2 weeks (depending on volume and the product). You’ll receive tracking as soon as your order is on the way.
Packaging & protection
We pack small-batch items like they’re going to war with the shipping gods: reinforced edges, snug fit, and padding where it matters. If something arrives damaged, we’ll make it right (see “Order issues” below).
Delivery notes
- Tracking is provided when your order ships.
- Delivery dates shown by carriers are estimates.
- Please double-check your shipping address at checkout.
Returns & Exchanges
Because most Shelf Crafters products are custom-sized, we can’t always accept returns for “changed my mind” situations the same way a mass-produced item can. But if there’s a problem we caused, we’ll take full responsibility.
If we made a mistake (our fault)
If your order arrives incorrect due to our error (wrong size, wrong finish, or a defect), we’ll offer a replacement, exchange, or refund and we’ll cover return shipping when applicable.
If the issue is due to measurements or choices (customer-side)
If the item was made correctly to the measurements/options submitted at checkout but doesn’t fit your space, we can still help. In most cases:
- Return shipping is the customer’s responsibility.
- A remake/replacement may include a processing fee (materials + shop time).
- We’ll work with you on the best path: remake, trim plan, or exchange options.
Return eligibility
- Items must be returned in original condition.
- Returns must be initiated within 14 days of delivery (adjust as needed).
- Custom items may have limited return eligibility unless there is a defect or our error.
Refund timing
Refunds are issued to the original payment method after the return is received and inspected. Processing times can vary by bank/payment provider.
Order issues (damage, defects, wrong item)
If something looks off, don’t panic—we’ll fix it. Contact us within 48 hours of delivery so we can help quickly.
What to send us
- Your order number
- Photos of the item and packaging
- A quick note describing what you’re seeing
Resolution options
Depending on the situation, we may offer a replacement, exchange, partial refund, or full refund. If the issue is on our side, we’ll cover reasonable return shipping and do the right thing.
We aim to be fair, clear, and fast. If you’re unsure about measurements before ordering, reach out—we’re happy to help you get it right the first time.