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Questions & Quality Guidelines

At The Carpenter & Co, we’re a small family team that treats every project like it’s going into our own home. To help us hit a home run for you, we’ve put together this guide to how we work. By following these tips, you help us ensure your custom piece is exactly what you’re looking for!

Q: Are you really a genuine small family business?

A: Yes we are you can read about us at the link below we are a family business based in Matamata for 10 years. Learn more here.

Q: Are you contactable?

A: Yes absolutely you will find all our contact details here: Contact us

You can reach us easily via phone email or social media.

Q: Do you stand by your work?

A: Yes absolutely we work really hard to do the best we can for all our clients.While occasionally we make mistakes (we are human) we do all we can to put things right and stand by our reputation please read our reviews at the top of our home page.

📐 Measurements & Accuracy

Q: Can I just send a photo of a ruler or tape measure next to my item for sizing?

A: We love seeing photos for context, but we cannot pull measurements directly from them for production. Phone cameras have "lens distortion" that can make a ruler look a few millimeters off from reality. To ensure a perfect fit, we require measurements to be provided in written numerical format (preferably mm). We are unable to offer free remakes for items that don't fit due to measurements that were "estimated" from a photo.

Q: What if my measurements are a little bit off?

A: If you are unsure please reach out! We are happy to guide you.Because we cut, engrave, and print to your exact specifications, we rely on the numbers you provide. We always recommend the "Measure Twice, Send Once" rule! Once an item is crafted to your requested specs, we cannot offer a refund or free remake if the numbers provided were incorrect.

🖼️ Logos, Photos & Artwork

Q: Can I send a screen snip or a screenshot of my logo?

A: We strongly recommend against it. Screenshots are "low-resolution," meaning they look okay on a tiny phone screen but become "blocky" or blurry when enlarged for printing or engraving. To get that crisp, professional finish, we need your original Vector files (.AI, .EPS, .SVG) or a high-resolution PDF.

Q: My photo looks a bit blurry on my phone. Can you still use it?

A: Generally, if it looks blurry on your screen, it will look even blurrier when physical ink or heat is applied. We’ll always try to warn you if a photo looks too low-quality to use, but proceeding with low-res files is at the client’s risk.

✨ The Creative Process & Proofs

Q: I found a typo or a mistake after I approved the digital proof. Can you fix it?

A: We ask that you check your digital proofs very carefully (look at the spelling twice!). Your approval is our "Green Light" to start production. Once an item is made, we cannot change it. Any remakes required due to errors that were present in the approved proof will be at the client's expense.

Q: Can I make unlimited changes to my design?

A: We want you to love it! Our quotes include [Number, e.g., 2] rounds of minor revisions. If the project requires extensive redesigning or many back-and-forth changes, we may need to apply a small design fee to cover the extra time.

 Materials & Natural Variations

Q: Why does my wood engraving look slightly different from the sample photo?

A: That’s the beauty of nature! Unlike plastic, natural materials like wood, leather, and stone have unique grains, knots, and color variations. These aren't "defects"—they’re nature's signature. We can’t guarantee an exact match to a sample photo when working with these beautiful, natural materials.

Q: Can I provide my own item for you to engrave/print on?

A: In many cases, yes! We treat client-supplied items with the utmost care. However, as machines can occasionally have "hiccups" or materials can react unexpectedly to heat or lasers, we process customer-supplied items at the owner’s risk and cannot be liable for the replacement cost of the item.

📦 Returns & Remakes

Q: Do you offer returns on custom items?

A: Since custom items are made specifically for you, they cannot be resold and therefore cannot be returned. If we’ve made a genuine manufacturing error (we’re human, it happens!), we will absolutely make it right at no cost to you. If the error stems from the information or files provided to us, a remake fee will apply.

Q: What if there is a mistake?

A: If we make a genuine manufacturing error (something that deviates from your approved proof), we will move heaven and earth to fix it or remake it at no cost to you! If the error stems from the information or files provided to us, a remake fee will apply.

📦 Timelines & Delivery

Q: How long will my order take?

A: Our "Lead Time" is the time we need in the workshop to hand-craft your piece. This doesn't include the time it takes for the courier to get it to your door. While we take great pride in hitting our workshop deadlines, we can't be held responsible for delays once the package is in the hands of the shipping carrier.

Q: What if it’s "not what I imagined"?

A: Custom work is a partnership! If we have followed your written measurements and your approved digital proof, the order is considered successfully fulfilled. Because these items are made specifically for you and cannot be resold, we do not offer returns or refunds for "change of mind."

The Bottom Line

If we make a genuine mistake on our end (like a typo that wasn't on your proof), we will move heaven and earth to fix it for you. We’re a family business, and your happiness is our top priority—we just ask for your help in providing the right 'ingredients' so we can cook up something amazing!