FAQ / Policies / Processes

So here is a little summary of what the ordering process looks like.
You will complete your order and payment through my website or venmo.
You will need to get the photos of your handwriting to me within 3 days of placing your order/making payment.

Handwriting Photo Instructions:
Please be sure that your handwriting is written in DARK MARKER (blue or black is best) on a solid white background paper (think copy paper). I cannot have writing on lined paper as it interferes with the design process. If the only handwriting you have is on lined or designed paper, please email me ahead of time to be sure it will work and to discuss the fees for extra design time.

Ball point pen is okay for the handwriting, but marker prints best.

Then you will get a high quality photo of the handwriting. Try to get a photo in bright, indirect light with no glare. A photo copy into a PDF works fine too.

If you are wanting the handwriting in a specific order PLEASE remember to specify that at checkout or via email with your photos.

Proofs of the design are NOT a standard part of my process. If you would like a proof before the item is made, please request directly via email or instagram messenger!
*I will send a proof IF it is requested by the customer in the comments box at checkout OR if I have specific questions that I need answered before finishing your design. If I do not receive a response within 7 days of sending a proof, then I will automatically approve the proof and I will move forward with production.
If the email goes unseen or to the customers spam folder, the customer is liable for the automatically approved proof. If the customer desires changes after the proof has been approved OR the 7 day automatic approval - the customer is responsible for the cost of those desired changes.

I will often post and share progress videos of orders on instagram. If you would NOT like your project or story shared and if you would not like to be tagged PLEASE note that at checkout. I hate to ruin surprises!

CAN I ADD SOMETHING TO MY PIECE THAT DOES NOT EXIST IN THE HANDWRITING PHOTO I SENT?

Yes. If you would like to create a custom sentence or saying from letters or handwritten notes, I can trace and piece together letters to create the saying that you desire. These pieces take a LOT of design time and are a custom order and prices will vary. Please contact me for pricing and more information.

DETAILED CUSTOMIZATIONS

I often get requests for detailed customizations and personalization's for the pieces that I create. Luckily, I am currently able to take the time to fulfill these requests. As I hope that my business grows in the future - this may change due to demand - but I am excited to currently offer this level of care for each order.

PROOF POLICY

I will send a proof IF it is requested by the customer in the comments box at checkout OR if I have specific questions that I need answered before finishing your design. If I do not receive a response within 7 days of sending a proof, then I will automatically approve the proof and I will move forward with production.
If the email goes unseen or to the customers spam folder, the customer is liable for the automatically approved proof. If the customer desires changes after the proof has been approved OR the 7 day automatic approval - the customer is responsible for the cost of those desired changes.

I will always try to do right by my customers!
Most of the items I sell are custom and I cannot offer a refund to custom made items.
In the case of imperfections in the wood in the frame/backer/or handwriting - I cannot offer a refund. I will not send any piece out that I would not personally hang in my home - & I am picky.
In most cases, small imperfections are to be expected as each piece is handmade and the materials I use are imperfect in nature.
If you are unhappy with your purchase, please send me an email to discuss the issue. If we agree that the purchase wasn't up to par, I will ask that you pay to return the item to me and a new item will be sent for replacement.
If a proof was sent to the customer AND/OR it was automatically approved after 7 days of not receiving a response from the customer, a refund/replacement will not be issued.

Because each item in my shop is completely handmade and most are custom and personalized, please allow 3 weeks to create your art once your order has been placed and I have received ALL of the details (ex: handwriting photos) from you.

Processing times are subject to change during the busier seasons.
PLEASE check my instagram page for current and up to date processing times OR send me an email if you have a specific date by which you need your order.

You can rest assured when you place an order, I do everything it takes to make sure you receive it as fast as possible!
As soon as your item is packed and ready to be dropped off, you will receive tracking information via email or through social media - depending on how you placed your order!

• Please allow 3 weeks turn around time for the creation of your item. Extended turnaround times may occur for larger orders, custom orders or during busier seasons. If you need to meet a certain timeframe, please contact me PRIOR to placing your order & we can make arrangements.

• Local Pickup 
  I offer porch pick up from my home in Springtown, TX and at Davis Porch & Patio on Main Street in Weatherford for my local customers. Please choose this option at checkout instead of entering a shipping address.  You will receive an email to schedule a pickup when your order is ready. Be sure to add my email to your contacts list to help prevent this email from going to your spam folder.

• Shipping is currently only available in the USA at this time.

• Knot Average is not responsible for shipping delays, damage, or loss. Once it leaves my possession, I can unfortunately not take responsibility for shipping issues. I highly recommend selecting a priority mail with insurance upgrade at checkout to protect your package in case of an unfortunate circumstance.

• If your package is missing in transit (the tracking does not OR stops updating), sign up for text alerts through the carrier used to ship.

• If your tracking number shows delivered but the package is nowhere to be found, please contact me and I will help you start a claim with the shipping carrier.

• If your order arrives damaged, please contact me for further assistance. 

• If a package is returned to us due to the address being entered incorrectly at checkout, we will contact you for another address and additional shipping fees. 

I am happy to cancel your order within 24 hours of your order being placed. Because my process is extremely custom and each step takes a lot of time, I cannot accept refund requests after the 24 hour period.

I would love to learn more and discuss your vision! Tell me more about your business by sending me an email OR filling out the contact form here