Shipping & Returns

Everything you need to know

Our Policies

We do our best to be transparent regarding our Shipping, Returns and Importation policies. Visit our contact us page if you have any questions not answered here.

Shipping

Once an item has been placed into the shopping cart and you begin the checkout process, our automated system will estimate the cost of shipping based on the delivery address. Custom fabrication requires a shipping estimate prepared by a Well Made staff member.

Free shipping is offered only to customers within the United States purchasing $49 or more. Select the "Standard - Free" shipping option at checkout. 

All items are shipped USPS Priority or better, with a minimum of $100 insurance per shipment. If additional insurance is wanted, it is the customer’s responsibility to notify us prior to purchase. Well Made requires replacement-value insurance for orders over $500.

Orders may be picked up at our Chicago facility by appointment only. Use coupon code "PickEmUp" at checkout to remove shipping charges and once your order is ready, we will email you instructions to arrange your pickup.

Standard stock items are processed for shipment within 24-48 hours of ordering. Made-to-order items take 1-2 weeks as noted on that product’s webpage. Custom orders typically take 4-6 weeks for fabrication, depending on size and our shop’s workload at the time.

Each and every Well Made product is made, in part, by hand. We ask for your patience on the rare occasion that you experience any delay in shipment.

If you would like to use your business’s carrier account, please contact us prior to purchase. Handling fees may apply and remain at our sole discretion.

We work alongside USPS, UPS and FedEx. Once your order is processed, you will receive an email containing all pertinent information, including carrier-specific tracking numbers. This email may end up in your spam folder. The accuracy of any shipping carrier’s tracking information is the responsibility of the carrier.

In the event your shipment has been attempted to be delivered unsuccessfully, we reserve the right to wait until the package is returned to us prior to reshipment. If the undelivered shipment is the carrier's fault, we will re-ship the item immediately. If the cause is determined to be the responsibility of the customer, we reserve the right to charge the customer for reshipment.

Delayed delivery can occur for many reasons and Well Made reserves the right to investigate the cause of any delays before any refunds or replacement shipments will occur.

Depending on the value of your order, we may add a required delivery signature to your shipment.

Shipments considered by our carriers to have been Attempted, are currently Delayed or have been Refused will not have replacement shipments sent or refunds granted until the appropriate course of action has been determined by Well Made.

Well Made is not responsible for loss, damage, or theft that may occur in transit, while in the custody of the shipping carrier. However, in the event of any of these occurrences, we will do what we can to rectify the situation as quickly as possible. If your shipment appears to be damaged please take images of ALL of the damage, including packaging, and contact a Well Made team member. If your tracking information leads you to believe your shipment has been lost in transit, please don't hesitate to let us know.

Custom Fabrication often requires Freight shipping and built-to-order crates to secure merchandise. These costs exceed standard shipping rates and will be incurred pending the approval of an estimate by the customer.

Returns

We honor returns and exchanges for up to 30 days from the date of purchase. Details and exceptions below. 

Domestic, non-custom items may be returned for a full refund, including shipping, when our conditions have been met. Refunds will be issued in the method that the original payment was made. Please read our policies below before requesting.

Returns, Exchanges and Refunds may be requested via the form at the bottom of this page. Returns and exchanges must be approved by our staff and be received in resalable condition prior to refund or exchange shipment. Once your return has been approved, a PDF label will be sent to the original email address on the order.

In order to receive your full refund, see our Return Repackaging Policy below. Failure to follow the instructions will result in fees for both re-shipment and restocking.

Refund requests due to Attempted, Delayed or Refused Delivery are eligible for a refund only after a clear course of action has been determined, which may take up to 30 days. As with any online purchase, we work with a variety of 3rd party carriers to get your items to you in a safe and timely manner. Unfortunately due to circumstances out of our control, this is not always possible.

Due to logistics, all custom and international sales are final, we apologize for any inconvenience. Shipments refused due to importation and/or brokerage fees that contain custom items and/or international destinations will be treated as abandoned, even if returned.

Every item is carefully inspected prior to shipment. If your shipment arrives with visible damage to the exterior of the box, please take images before unpacking. Items damaged by the shipping carrier will be reshipped as quickly as possible. Custom items may experience full-length lead times when being reproduced. To return items damaged in shipping, return with photographic evidence of the damage and compliance with our return instructions listed below.

If items returned to Well Made for Return or Exchange are deemed unfit for sale due to customer negligence, or if the customer does not comply with our return packaging policy, 25% of the original listing price as well as the cost of return shipping will be deducted from the refund.

Each and every Well Made product is made, at least in part, by hand. During peak seasons, we ask for your patience on the rare occasion that you experience any delay in shipment. Well Made reserves the right to take up to 30 calendar days to ship any order. In the exceptionally rare circumstance this happens, please email us and we will happily refund your full purchase. As a heads up, we will likely ship your order anyways, because the more Well Made products out there in the world, the better!

In order to receive your full refund please follow these instructions, failure to do so will result in fees for both re-shipment and restocking.

  1. Keep the retail packaging on the products but remove all hardware. Including hardware in the return shipment will greatly increase chance of damage.

  2. Re-wrap the item(s) in original box or tube with paper or foam protection in place. For example, for STiiCKs, re-wrap both ends in the kraft paper and ball the ends before placing them inside the tube.

  3. Secure box or tube openings with heavy duty tape or staples to ensure all contents return to Well Made. Refunds will not be administered for items we do not receive.

  4. A return label will be sent to you via email. Please ensure that the barcode is printed clearly and that you tape the entire label over with clear packing tape to avoid rips and tears.

Please note that items that are crafted out of natural materials, such as hardwood, will vary in grain, color, and texture. In addition to this, computer monitor and screen settings may skew color swatches. Items deemed fit for sale despite natural variations within grain, texture, color and appearance will not be eligible for a shipping refund.

Tax & Importation

Well Made is required by law to charge 10.25% sales tax for orders delivered within the state of Illinois. Exemptions include businesses able to provide a valid resale certificate or 501(C)(3) non-profit organizations.

Importation fees such as Duties or VAT are not included in the cost of shipping and will be incurred at the cost of the customer. Although disheartening, brokerage fees associated with importation range widely and we encourage you to reach out to your local carrier if you have any questions. Refused shipments due to these fees will receive a refund less the amount of shipping, handling and restocking fee of 25% of the original purchase price.

Our products are made in Chicago, IL USA or Słupca, Poland. Customs forms are clearly labeled and we work hard to keep inventory on hand that will allow our customers to avoid as many fees as possible.

By purchasing any items from this website, you are agreeing to and accepting all policies above. 

Returns & Exchanges Form