Frequently Asked Questions

 

Most of our policies and general ordering procedures are reflected here.  
Please note that these are not all inclusive.  If there's a question we didn't answer for you here, please contact us. 

 

Can I modify the design or add to it?

In every order, the design that is purchased is the default.  This includes format, layout, and font selection.  If the customer requests to add to a design different than what is shown in the listing, it is at our discretion as to both the layout and the outcome in keeping with the original design.  Some designs may allow for more to be added.  Some may not.  We will try to honor those requests to the best of our ability. 

If a customer leaves personalization for the date as numerical but the design purchased has it written out, we default to the design as shown.  If the customer requests the date be numerical, we may or may not be able to honor that request.  However, if we cannot grant that request then we will not be able to offer a refund for the change.

If a major change is requested there may be an additional charge for anything that could add time to the design and/or engraving.   If this is required, we will inform you via email.

 

How long does it take to receive an order?

Orders are typically one-two weeks from order to engraving.

This can change during extremely busy periods (Thanksgiving to Christmas) or if an item is in short supply.

Shipping can take anywhere from 2 to 7 days (excluding Sundays). We are not able to guarantee delivery dates unless 2-day Express Shipping has been purchased.

 

Won't cutting on the board ruin the engraving?

All of our boards are designed with the idea that cutting can be done on the blank side, leaving the engraved side always beautiful to display in your kitchen.  But flip it over, and it's ready to use immediately!  

 

I want to have it shipped somewhere else, how can I do that?

While checking out, you will have the option to specify a shipping address.  This is where you need to give us the address you want it shipped to.  It is important that changes of address be done at that point in the checkout.  We cannot change an address on any order once it is completed.

If you place the order with the incorrect address, our only remedy is to cancel the order and have it placed again, with the correct address.

 

Which shipping company do you use?

Domestic Shipping is all done through DHL and USPS.  They ship to the area and then hand off to USPS for final delivery to the post office.  Shipments over 15 lbs is shipped via USPS.  Be aware this adds a few days to any shipping.

APO, FPO, Hawaii, Alaska and US Territories (Puerto Rico, Guam, etc) will ship via USPS.

If a package is determined undeliverable, UPS will treat the item as abandoned and it is the customer's (or recipients) responsibility to track down the item. If it is deemed undeliverable, it is the customer's responsibility to contact the UPS and follow up with how to retrieve the package. There will be no refunds on the item or the shipping.

 

What about International Orders?  Which countries do you ship to and how?

We ship UPS worldwide.

International Shipping is done through both UPS.

International shipments can take a week or longer depending on the country or customs requirements. 

We cannot control the length of time an international order can take to ship and clear customs internationally.

If a package is deemed undeliverable, it is the customer's responsibility to contact the UPS in that country and follow up with how to retrieve the package.  The item will be abandoned if not picked up or scheduled for redelivery.  There will be no refunds on the item or the shipping.

 

Customs Fees, Brokerage Fees, Duty Fees, etc:

Please note that you may need to pay additional import fees, taxes, brokerage fees, and handling fees after your order has been delivered. These additional fees are not collected or controlled by Salt Marketplace. 

Also, your local customs office concerning payment of customs fees, or to receive final delivery of your order might contact you. Customs processing of your shipment might cause delays in the delivery of your package.

Please do not ask us to change customs information to avoid fees.  We are required to follow the instructions provided by the US Customs office in filling out all our documentation. 

Please make sure you are familiar with your country's customs process and fee structure before you order -- so you know what to expect. 

 

I have a wedding this weekend, can I get it in time? 

In most cases you won’t be able to receive it before 10-11 days at the earliest, we apologize.  Our standard processing (design, engraving, woodworking, and finishing) of each order takes 5-7 days.  There are times when this may be extended to 14 days (Such as between Thanksgiving and Christmas).  It depends on the amount of orders we are processing at any given time. 

We do offer a 2-day express as a shipping option when checking out.  However, be aware this is only express shipping, NOT express PROCESSING.  This means that the order will not be received 2-days after ordering, but 2 days after the standard one week period.  We do not offer overnight shipping at this time.

 

Do you send proofs?– OR– I requested a proof and never received one?

Our policy is not to send proofs unless the order is a full custom design or we require clarification to ensure we got the instructions correct.

Early on, every customer was sent a proof.  However, that opened the door to a multitude of changes that would delay orders, as well as delays from customers who didn’t respond to them.  We want to put our efforts into the quality of your gift, so we streamlined our process to better serve you.

We love creating personalized items, and processing 70 -100 items per day is a very full business day for any small company, so revisions and emails to each and every order will not be possible, we apologize. 

We let the notes on the invoice govern the order.  We copy and paste the information into our templates, so as long as your information is correct, ours will be as well.  Changes aren’t allowed as it can cause your order to quickly become misunderstood.

A proof is a courtesy if one is sent, and would be because we are clarifying the desired result. 

Custom changes or revisions require a custom design fee to cover the designer’s time required.

If you purchase a custom design, we provide a proof and two revisions.

 

Can you do custom requests?  Can you engrave a logo/invitation/recipe/picture onto a cutting board?

In most cases, we absolutely can!

Custom orders are designs that are not already offered in our shop.  Usually the customer provides a specific saying, image or logo they want added to their item.

Salt Marketplace MUST approve all requests for Custom designs, and an order may be voided if the approval for processing has not been secured prior to placing an order. 

Please request a custom item or contact us with your idea. 

Only when we know what you are hoping for, can we give you a price. 

Additional charges will apply depending on the time and difficulty of the order. 

These charges and their guidelines are listed on our design fee listing. 

There may also be an additional engraving charge if the request exceeds our allotted engraving time.  

Custom fees are subject to change based on additional work required, revisions, and engraving time. 

Salt Marketplace has the authority to request additional fees prior to service on any Custom order.

Proofs will be automatically sent with every custom order, but are limited to 2 revisions.

Salt Marketplace reserves the right to refuse any custom order due to difficulty, incorrect fees applied, lack of communication, low quality image, or images that would take extraordinarily long to engrave.

 

Can I include a gift note?

We do allow for gift notes.  Put any gift note details in the "notes" section of your order along with your engraving details.

 

Just add it to your cart along with your board selection and checkout with both items.

Please note that if the charge is not added, then it cannot be included

 

Do you do bulk orders or offer bulk discounts?

Absolutely!  Please use our bulk order email to send a bulk order inquiry.

 

 

I need to talk to someone directly, how can I?

We do respond to all our email and conversations within a business day. 

Contacting us through your account is the easiest and best way to discuss an order.  Any other way does not allow us to see and reference the order needing to be discussed. 

Our company email can be contacted as well, but please reference an order number so we can quickly locate your order. 

Some customers prefer to talk to us by phone.  Because we spend most time in the production area, we may not always be available.  If you have a question we haven’t answered, please leave a message on our voicemail and we will try to get back to you within 72-hours.

 

How do I care for my wood engraved products? 

Each order will include care instructions.  Please follow instructions to ensure longevity of your product.

For additional care instructions read HERE.

 

Please explain the price of your boards compared to competitors?  What is the difference in quality?

Many sellers offer bamboo boards from Chinese importers.  Most of these sellers don’t tell the consumer that they are NOT handcrafted in their own wood shop. 

Our raw bamboo (which is imported; there are no US producers of bamboo despite any claim to the contrary) comes in large sheets and is cut into our varied sizes.  Our bamboo boards support local timber companies, local tradesman, and of course, us! 

There are some beautiful imported bamboo cutting boards out there, but buyer beware where your money is going. 

 

I purchased my items in advanced and opened days before event.  There is a mistake in the personalization, how do I proceed?  

 

Please open packages upon receipt to check for damaged or incorrect personalization. We are happy to replace items received in this condition but cannot expedite the replacement before event.  We will need up to seven days to produce replacement product and reship (depending on time of year).

We cannot warranty any damage for a product that has been left in shipment materials for extended periods of time.

As wood is a natural material it will need to breathe or may need to be oiled before gifting.

 

My item never arrived!  What can I do?

If the tracking number we provided shows your item was delivered, but you haven’t received it, please contact us right away. 

If you live in an apartment complex, please check with your front office or managers office.  A lot of times, this is where packages are left. 

Once we have confirmed your item missing, we will file a claim with DHL and have trace started on what happened to your package. If you find the item, please notify us.  Once DHL shows the item is lost, we will replace and ship the lost item. 

It is necessary to file this claim within 30 days of shipment.  Beyond 30 days, DHL will automatically deny any claim.

 

19. My item was crushed, dropped, or in some way damaged.  What can I do?

We insure all packages against shipping damage.  If your package arrived damaged, then following these steps can assist us in getting a replacement to you as quickly as possible.

First, take pictures of the damage.  Send us the pictures with your order number to our email: customerservice@saltmarketplace.com.  A replacement will be engraved and shipped within 48–72 hours of notification.

 

I gave you the wrong shipping address, house number, or zip code, and its already shipped!  Help!

The sooner you realize this mistake, the easier (and cheaper) it is to fix. 

If the item has not arrived to it final distribution point, we can call in a change of address.  We are charged a $10 change fee, which we pass on to the customer and must be paid immediately. 

If the item is on the truck for delivery, it is probably too late. 

If the item is returned to us, we charge a $12 return shipping fee and a $12 reshipping fee to cover what we are charged by DHL. 

If the address is incorrect but is an actual address (former home, etc) and it is delivered to that address, unfortunately a new item will have to be purchased.  There cannot be any refunds of either the item or the shipping charges.

 

I received the item and I spelled the last name wrong (or I got the date wrong), can I get a new one?   

Mistakes happen, we know, but due to costs involved, a new one free of charge isn’t possible, we apologize. 

Our “oops” policy is to provide you an additional discount that will cover our costs minimally. 

 

I don’t like how it turned out, can I get a refund or a replacement?

Personalized items are not returnable or refundable.  Unless there is an error on our part (spelling, incorrect information) or the item is structurally deficient, we will not be able to refund or replace an order.

 

The color of engraving is not what I expected. The color tones in the wood are not as pictured?  Can I have my items replaced?

Wood is a natural material and will vary slightly in color, grain pattern and texture. Please note that your piece may vary slightly from the product picture when ordering. 

Each piece is unique and will become a one of a kind keepsake.

Engravings are burned into the wood, not printed or stained.  Each piece may differ in the burning process.  Each piece of wood burns differently at different rates of heat.

We believe that the colors and grains present in each piece of wood are part of it’s natural character.  As a rule, wood is not perfect or unblemished unless it has been altered in some form. 

 

 

What are your pricing and payment policies?

We require all payments to be paid in full before we start production.  You may request a sample board to be shipped when ordering in bulk.  We do charge a fee for all sample boards.  We do offer a digital samples for customized bulk orders free of charge.

All prices are subject to change without notice. Any quote given is only valid for up to seven business days.