Terms and Conditions
Placing an Order
Because our portals are each custom-made, we work extensively with you to ensure that all details are to your exact specifications. All details are put in writing and require written approval by the buyer before production begins. Payment in full is required at the time the final approval is given by the buyer. Any change made after the order is approved will incur a 20% change fee unless the change can be easily incorporated into the process.
Production & Lead Times
Please call us at 503-810-5668 for information regarding our current lead times. All of our doors are built by hand to individualized specifications. While there’s no rushing quality, we will do our best to meet your timeline.
Packaging and Shipping
All of our portals are shipped fully assembled. We custom crate them in our shop and ship via UPS or standard freight depending on the final weight. Shipping costs are calculated at the time your order is placed. Portland-area orders are personally delivered free of charge.
Once you receive your portal, please check immediately for any damage that might have occurred during shipping. In the unlikely event that damage has happened, please notify us within 5 business days.
Because our portals are heavy, we recommend you use a professional for installation. A mounting board is usually required when installing our portals; this may be purchased from us when you place your order. For the hardware required to hang the doors and other specialized hardware, we recommend two companies: Krown Lab and Wild West Hardware. We will let you know what hardware is required when you place your order. If one of our custom-made portals requires special hardware, it will be included in the order when shipped.
Because each portal is custom-made, we are not able to accept returns or exchanges. The only exception is if the door has been damaged during shipment. In that case, you are required to sign for the portal and notify us within 5 business days of receiving your order. Orders must be cancelled within 24 hours of order confirmation and receipt of payment for a full refund.
Many of our portals are made from recycled, salvaged or up-cycled wood. This wood has character; knots, cracks, beetle bores and other imperfections provide our portals with their individuality and uniqueness. The steel and leather we use will also gain character and patina as it ages. The look and transformative quality of our portals are an inherent part of their design and do not signify a flaw in construction.
Our portals are for interior use only. They come with a 30 day warranty against warping which is defined as the door being out of alignment by more than 1/4″.
There is no implied warranty for improper installation, normal wear, discoloration, finish damage or any other damage that occurs in your home or place of business.