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Order Issues
Order Issue: Missing Parts
We've all experienced the anticipation of waiting for an order to arrive—only to discover that something is missing. Whether it's hardware, a replacement part, or an entire item, we understand how frustrating that can be. While we work hard to ensure
Order Issue: Damaged, Broken, or Defective
Receiving a damaged item after eagerly awaiting its arrival can be incredibly frustrating. Our craftsmen take great care in preparing every order for shipment, investing in high-quality packaging materials and conducting thorough quality inspections
Order Changes
Many of our products are made to order and cannot be modified once production has begun. If you submit a change request, we will make every reasonable effort to work with the manufacturer to accommodate it. Generally, any major change will require a
Item Issue: My Ropes are too Short
Our hanging rope options are selected based on the ground-to-ceiling height you provided during item selection. We recommend measuring twice, ensuring the ropes shipped with your order are appropriately sized for your installation space. Because thes
Item Issue: My Chains are too Short
Our hanging chain options are selected based on the ground-to-ceiling height you provided during item selection. We recommend measuring twice to ensure the chains included with your order are appropriately sized for your installation space. If you ne
Missing Parts
We take great care to ensure that every order is accurately built, packed, and shipped with all necessary parts and hardware included. Because many of our products are handcrafted and individually hand-packed, there is a small possibility that a part