Terms & Conditions

A commission is a collaboration, and these terms set out how ours works: what I commit to, what I ask of you, and where a piece made for one person and one room differs from something bought off a shelf.

My guarantee

I stand behind the craftsmanship of every piece I make. If there is a problem with the construction, finish or installation attributable to my work, contact me and I will work with you to make it right. Natural wood movement, normal wear, misuse, accidental damage and changes caused by environmental conditions are not considered defects.

Natural wood

Every board has its own grain, figure, color and natural character, which means no two pieces can ever be reproduced exactly.

Finish, stain and resin samples

Samples are made to show the color and look of the finished piece as closely as I can. Because wood tone, grain, texture and the way a finish takes all vary, a sample is a representation of the final color, shade and feel, not an exact match for it. Use it as a guide to how the finished piece will look.

Deposit and cancellation

A commission is booked with a deposit equal to 40% of the initial approved project price. You have 5 business days from placing the order to cancel. After those 5 business days, the deposit is non-refundable because production time has been reserved and design, procurement and preparation for the commission may already be underway.

Design approval and changes

Drawings, dimensions, materials, finishes and other major design details are approved before fabrication begins. Changes requested after approval may affect the project price and completion schedule. Any resulting changes to price or schedule will be discussed and approved before the additional work proceeds.

Project timeline

The 6–12 week timeline is an estimate counted from design approval, not a guaranteed completion date. It depends on material availability, what the fabrication requires, curing and finishing time, any design changes and circumstances outside my reasonable control.

Delays in client approvals, site readiness, access or your ability to accept delivery can also affect the schedule, and may create additional storage or delivery costs.

Returns

A commissioned piece is designed and built for one client: your dimensions, your species, your finish, your room. Because it cannot go back on a shelf for someone else, custom pieces are not eligible for return. The drawings, the model and the samples exist so that every decision is settled with you before anything is cut.

Delivery and installation

Delivery is the final stage of a commission. Once your piece is finished, I coordinate the delivery with you directly. It is brought inside your home or business, positioned, assembled or installed as the piece requires, and left ready to use. Across Chicagoland, I generally handle delivery and installation personally. Farther away, it travels with a white-glove carrier that I arrange, with inside delivery and setup.

White-glove delivery and installation are coordinated as part of every commission. The cost is based on the piece and destination and will be included in the project proposal before the commission is approved.

Getting the piece into the room is planned with the design. Before the drawing is approved, I will ask about the route in: doors, hallways, stairs, elevators and anything else the piece has to pass through. For commercial spaces, that includes the building’s delivery and access arrangements.

I deliver within the United States. If you are outside it, ask me and I will explore the options. International delivery may involve additional shipping charges, duties, taxes, brokerage fees or other import costs, which will be identified where possible and handled as agreed in the project proposal.

When a piece travels with a carrier, you will receive the carrier’s contact details and tracking within 2 business days of it leaving my studio.

Inspecting your piece

When I deliver a piece myself, we look it over together before I leave.

When a white-glove carrier delivers the piece, please inspect it promptly and notify me within 48 hours of delivery if there is any transit damage. Please photograph the damage and any relevant packaging and send the images to me at rob@robertrusselldesigns.com. I will coordinate the carrier claim and arrange the appropriate repair, restoration or replacement at no cost to you for covered transit damage. Damage reported more than 48 hours after delivery cannot be accepted.