Shipping & Returns Policy

We believe in creating and curating lasting, thoughtful pieces that deserve careful handling. Our shipping and return policies reflect our commitment to quality and the special nature of our work.

ITEM CATEGORIES

CUSTOM WORK
Made-to-order pieces created specifically for you. These require time, materials, and craftsmanship dedicated to your project.

CURATED VINTAGE & ANTIQUES
One-of-a-kind pieces with history and character. Each has been carefully selected and inspected.

STANDARD ITEMS
Ready-to-ship pieces from our regular collection.

SHIPPING INFORMATION

Shipping Methods

Standard Items: Ships via UPS or USPS within 3-5 business days
Custom Work: Delivery timeframe provided with each project (typically 6-12 weeks).
Large Items: White glove delivery service available for furniture and large pieces.
Local Delivery: Available within 5 hours of Hudson, NY.

Shipping Costs

Standard Shipping: Calculated at checkout based on weight and destination.
White Glove Delivery: Quote provided for large items requiring special handling.
International Shipping: Available on request; customer responsible for duties and taxes.

Delivery Requirements

Signature Required: All shipments require adult signature.
Inspection Period: Examine items immediately upon delivery.
Damage Reporting: Report any shipping damage within 48 hours with photos.

RETURN POLICY

CUSTOM WORK - NO RETURNS

Custom pieces are non-returnable and non-refundable. Here's why:

Each piece is made specifically for your space and specifications.
Materials are purchased and produced for your project.
Craftspeople dedicate time exclusively to your commission.
Accepting your order prevents another customer from claiming that production slot.

Before Ordering Custom Work:

Review all specifications carefully.
Ask questions about materials, finishes, and dimensions.
Understand that color variations in natural materials are normal.
Confirm timeline expectations.

VINTAGE & ANTIQUES - ALL SALES FINAL

Curated vintage and antique pieces are final sale with no returns. Here's why:

These are one-of-a-kind pieces that cannot be replicated.
Age-related character marks are part of their appeal and are disclosed.
Each piece is carefully inspected and condition is described honestly.

Before Purchasing Vintage/Antiques:

Read condition descriptions carefully.
Ask for additional photos if needed.
Understand that vintage patina and minor wear are normal.
Consider the piece's history and character as part of its value.

STANDARD ITEMS - LIMITED RETURNS

Standard collection items may be returned under strict conditions:

Return Window: 14 days from delivery date

Condition Requirements:

Item must be unused and in original condition.
Original packaging and tags must be intact.
No installation or assembly attempted.
No damage, wear, or alteration.

Return Process:

Email us within 14 days: support@freaksny.com
Include order number and reason for return.
Receive return authorization and shipping label.
Ship item back within 7 days of authorization.
Refund processed within 14 days of our receipt.

Return Costs:

Return shipping: Customer responsibility.
Restocking fee: 20% of item value.
Original shipping: Non-refundable.
Refund method: Store credit (12-month validity) or original payment method minus fees.

EXCEPTIONS - DEFECTIVE OR DAMAGED ITEMS

If you receive a damaged or defective item:

Immediate Action Required:

Contact us within 48 hours: support@freaksny.com.
Provide order number, photos of damage, and description.
Keep all packaging materials for inspection.

Our Response:

We'll investigate immediately.
Replacement or repair at our discretion.
We cover all shipping costs for defective items.
No restocking fees for genuine defects.

What We Don't Cover:

Damage from improper installation or handling.
Normal wear and tear.
Damage reported after 48-hour window.
Changes of mind about color or style.

CANCELLATION POLICY

Before Production Begins

Custom Work: Full refund if cancelled within 24 hours of order.
Standard Items: Full refund if cancelled before shipping.

After Production Begins

Custom Work: 50% cancellation fee (covers materials and time invested).
In-Progress Work: No refund for work beyond 50% completion.

Abandoned Orders

If you don't respond to completion notifications:

Custom Work: 30 days to arrange pickup/delivery, then considered abandoned.
Antiques & Vintage: 14 days to arrange pickup/delivery, then a storage fee of $5 per day applies for 30 days. If item is still not picked up, it will be considered abandoned.
Standard Items: 14 days to arrange pickup/delivery, then considered abandoned.
Deposits: Retained to cover storage and administrative costs.

DELIVERY & INSTALLATION

Standard Delivery & White Glove Service

Trusted 3rd-party shippers will be recommended and contracted by customer directly.

Installation Services

Professional installation available for an additional fee.
Third-party installers used; customer contracts directly.
We are not liable for installation-related issues.

IMPORTANT NOTES

Communication is Key

We want you to love your purchase. If you have concerns:

Contact us immediately—don't wait; we prefer to resolve issues directly rather than through returns.
Most concerns can be addressed with clear communication.

Quality Commitment

Every piece is inspected before shipping.
We stand behind our craftsmanship.
Your satisfaction matters, within the bounds of our policies.

Photography Disclaimer

Colors may vary due to monitor settings and lighting.
Natural materials have inherent variations.
Vintage pieces show character marks that add to their appeal.

CONTACT US

Questions about shipping or returns?

Email: support@freaksny.com

Address:
Freaks’
339 Warren St.
Hudson, NY 12534

These policies are designed to be fair to both our customers and our small business. We appreciate your understanding and support of thoughtful, made-to-order design.

Last Updated: [September 2025]