Terms of Service
If your product gets damaged in the mail / during manufacturing, or the product does not arrive within 15 business days (domestic) and 28 business days (intl) - we will see that you get a replacement product or possibly, a refund. Refunds are made on a case-by-case basis, but generally, products that have been kept for longer than 21 days may not be returned. Similarly, we are not responsible for orders that do not arrive on time for a specific occasion/holiday, products that are accidentally ordered/now unwanted, or spelling errors made by the end user. Of course, we want all our customers to be satisfied, and if you have a specific question/case that does not fall within this policy, please send us an e-mail at: [email protected]
As of October 1, 2018 we now offer framing. Frames are subject to availability and at times we do run out of stock and they may be back-ordered. Please note that frames are final sale (non-refundable) unless they come damaged, in which case we will send you a replacement frame for free.
Order Cutoff Time
All orders that are submitted are approved by the customer, and are final. Any modifications to the existing order can be made up to 10PM Pacific Time, on the same day that it is ordered by e-mailing our support at [email protected] Orders get sent to be processed at 10PM Pacific Time, so any requests for edits to your existing order AFTER this cut off time will unfortunately not be able to be edited.
Cancellations may be requested before the cutoff time, of 10PM Pacific Time, Monday-Thursday, and Sunday before 10PM for orders on Friday/Saturday/Sunday. Unfortunately, your order may not be eligible for a cancellation if it has already been printed and shipped.
This is an agreement between you and us, PHYB LLC
For context: PHYB, LLC is doing business as (DBA): www.craftoak.com. We are an E-commerce website selling customized prints.
Your Electronic Footprint with Us
Browsing craftoak.com, using our contact form or sending emails or the like (i.e.Facebook Page messages) to PHYB LLC or one of it’s affiliates will result in some form of electronic footprint with us and to your consent to use this to receive electronic communications. Also you agree that all agreements, notices, disclosers and other communications that we provide to you electronically, via email and on the Site, satisfy any legal requirement that such communications be in writing.
PHYB LLC does not deliberately gather, either online or offline, personal information from minors (persons under the age of thirteen). If you are under 18, you may use www.craftoak.com only with permission of a parent or guardian.
Refund and Cancellation
Our promise is that we thrive to make our customers happy and we will make exceptions wherever possible to ensure a greatly exceeded experience when buying our product.
- Once the order was placed and we receive it, we will deliver within 15-30 business days. Generally we are well covered and since our product is manufactured in the United States. At times, we can expect quicker delivery due to our proximity to customers. What we can’t control is that the customer provides us with a correct delivery address during the ordering process. In such cases we won’t be able to guarantee a return if the error was due partly to the purchaser.
- In the case where our local printing partners are not able to deliver the ordered merchandise for us and they are not able to fulfill their contractual obligations, then we will inform the customer immediately that the product ordered is not available. We want to ensure our support of our American local printing partners so we are often choosing the local suppliers. This means they may need some time to adapt to our high amount of orders but we want to grow with them and support the local community. We will however inform you the customer immediately in case there are any delays, therefore this does not result in a non refundable case.
- Once the goods are shipped the risk of goods that may be damaged or perished passes on to the buyer, this means that we, PHYB LLC will not be liable for any damages caused by the shipping company.
- Since the merchandise/maps are designed and customized by the user on www.craftoak.com, there is no right for refund if the design is not due to the standards of the customer/purchaser. In such a case this order is not eligible for a return.
- If the shipment information provided by the customer was incorrect at the time of order, this results in a case where an order is not eligible for a return for such reasons as delay in shipment, etc.
Shipping detail, returns and right of withdrawal
- Once you have have confirmed the order via pressing the “confirm” or alike button, shipping information such as address or name cannot be changed. In the case of an issue with the order please contact us at your earliest convenience ([email protected]). We are not responsible for notification in such a case and change the order however we will always do our best to help resolve the issue. This means that there are no rights for the user to receive replacement of products in dispute due to an address mistake. All of this is subject to investigation, and will be evaluated on a case-by-case basis.
- craftoak.com will review replacement of Products or refund requests within 28 days of placed order. If there are product quality issues, a product is missing craftoak.com will replace such a product with a new product. To issue a refund process based on the aforementioned reasons, craftoak.com can be contacted via our support form. Refund requests will be processed within ten (10) working days. craftoak.com is not responsible when the purchaser has provided inaccurate information, such as wrong Customer name or address. In such case the additional costs - such as return shipping or replacement containers need to be carried by the customer.
- Since every product is individually made once the order is placed there is no right of withdrawal.
- A note about quality: sometimes your print may differ slightly than what is presented in the map editor. For example, some colors may come out slightly darker and bolder than what is displayed on the map editor. Coloring can change between devices and display settings. By ordering a product with craftoak.com, you are agreeing that you acknowledge this and products attempting to be returned for such reasons may not be eligible for a return. We guarantee a high-quality product, however nuances in colors is not up to our control as every individual may have a different device they view their prospective order on.
- craftoak.com delivers to users in the US and applicable INTL countries and the customer is responsible for the cost of delivery / unless otherwise stated. The cost of delivery are additional to the price of the product even though they are included in most cases, however we have the right to charge additional costs in case of the location of the partner. Our standard delivery costs can be found on our checkout confirmation page.
- craftoak.com cannot vouch for the date of delivery and hence is not accountable for any delays if a product is delivered after the estimated delivery. The delivery times are based on our shipping partner’s estimations based on their usual delivery times. At any time delivery dates may change based on unforeseeable circumstances which we will do our best to communicate in advance.
- Full payment of all sums of the products including delivery charges will result in ownership of our products.
Sales tax & Custom
- If the customer is not located in the United States of America, the customer is responsible for any paying sales tax. craftoak.com cannot be held responsible for any such tax. Within the United States of America sales tax will beincluded.
- Customers outside of the United States of America may be subject to pay custom duties and craftoak.com will not be held responsible for any such duties.