Every piece of furniture is different and not two pieces will be the same. Organic Wood furniture will have movement during its’ life, it is the nature of the natural furniture. We use top quality finish on all of our furniture. Please note we are not responsible for the normal wear and tear.
What is your refund/exchange policy?
Due to the highly customized nature of each piece of furniture, no refunds or exchanges are offered. The exception to this policy is if your furniture is damaged during shipment to you. We will send you pictures of your furniture to be approved by you prior to shipping. If your furniture arrives damaged, please contact us to discuss a solution.
Do you offer a warranty?
Yes, we offer a 12 month warranty on our furniture. It is our hope and expectation that your Eternal Timber and Design piece of furniture will last for generations. All of our materials are kiln-dried and despite our best efforts, the nature of wide slab solid wood is that it expands and contract in varying ways with changes in relative humidity that are beyond our control.
What is no covered: Small natural movements of the wood
wood warping of less than 0.6% of width (cross-grain) of the wood surface.
Surface cracks less than 1.5mm (1/16") wide
Deflection of resin fills above or below the surrounding wood level by less than 1.5mm (1/16")
Electrical components and grommets which are subject to their own manufactured warranties.
Stumps, or slabs thicker than 4" even though these are kiln dried, there are often traces of moisture left deep in the wood. The wood may shrink which will cause further cracking in these cuts of wood. Since the cracks in these types of wood are expected this is not a defect.
Damage caused by abuse or misuse
Any wood used outside or subjected to abnormal humidity or prolonged exposure to heat or moisture.
Work done by, or damage caused by, 3rd party installers.
Making a Claim
If after reading the above and you believe you have a claim please take a picture and send it to us so we can determine if the issue is covered by warranty. If the issue is covered by warranty, Eternal Timber and Design, at their sole discretion, will repair or replace the piece of furniture either in situ or at our shop. If it has to be sent back t our shop, you will be responsible for the packaging (in the original crating if possible) and shipping to our facility. Eternal Timber will pay for the shipping costs to return the repaired or replaced furniture back to you. The thickness of the solid wood will allow for refinishing many times. Since our furniture items are one of a kind, it may take up to 6 months to find the specific wood (if needed) and produce your piece if we feel there is a need to replace.
How do you handle shipping my furniture?
We have shipped hundreds of tables to satisfied customers all over North America. Once we have your address and determine the size of crate we will provide our pricing for curbside delivery. All of our products are shipped in a sturdy, concealed crate and wrapped.
We will provide you a tracking number on the day your furniture leaves our shop, shipping times are approximate and can be delayed due to holidays, border crossings and logistics.
Please note that the delivery people are not allowed to bring the furniture into your house due to liability reasons. You will need to have enough people ready to move the furniture into your house or commercial space.
We pay for all clearance paperwork and border fees for exporting from Canada to the US. For shipments to any country outside of the US, the customer needs to pay any customs/border fees.
is delivery included in the price?
Delivery is not included unless otherwise specified.
Do you insure my furniture delivery?
Yes, every piece of furniture that leaves our shop is insured against damage.
How long does it take to produce my furniture?
Every piece of furniture that we produce is a one of a kind piece, designed and built just for you. Typically we take between 4 and 6 weeks to finish your furniture. Once completed we will contact you to arrange for delivery.
Where do you source your wood?
All of our wood is sourced from Canada (black walnut, maple, ash). All of our wood is sourced sustainably, we do not buy wood that has been clear cut, but instead mostly work with arborists who need to take down old trees.
What is the ideal environment for my furniture?
To avoid excessive warping or cracking, your furniture should be in a cool environment (18-23 C, 64-73 F) with relative humidity of 38-45%, and a bit of air movement is ideal for wood furniture in general. A sudden change in temperature or humidity is very damaging to wood furniture as moisture can be pulled out or seep into the wood too quickly, causing tension in the wood fibers. Excessive heat and dryness can cause cracking and splitting.
Can sunlight damage my furniture?
Yes, though our durable finish adds some UV protection, every slab of wood is a natural material that is vulnerable to some color change with exposure to light, particularly during the first year. To avoid irregularities in the natural darkening or lightening process (respective to the wood species), we recommend occasionally moving any decor or place-settings around your table. If an irregularity does occur, have patience – with regular exposure to light it will level out with the surrounding wood.
Can in-floor or radiant heating damage my furniture?
You should avoid placing your furniture on flooring that has radiant heating. This is especially important if your table has wooden legs. The constant heat from the in floor heating pulls the moisture out of the wood and will further promote splitting, cracking and warping. The warranty is VOID if your furniture has been placed on a floor with radiant heat.
Is it safe to put any hot object on my furniture such as a hot beverage?
Avoid placing any extremely hot objects on your furniture, as they may ruin the wood and mark the finish.
what should I do if i spill liquid on my table?
Do not leave standing water on your table for any length of time. The finish on the table will withstand everyday spills of liquid (water, wine, etc.) but be sure to wipe it up quickly and not leave standing liquid for any length of time. We encourage using protective measures including writing mats, placemats, trivets and coasters.
Can I place a tablecloth on my dining table?
We suggest using an organic material table cloth, and never vinyl or glass as these prevent air circulation which may promote warping of the wood.
There are small cracks in my table, is this normal?
Small cracks in the surface of your wood furniture piece is normal due to the natural movement of the wood. You may notice lifting or cracking of the epoxy or resin fills, this is from the natural movement of the wood and is normal and not covered by our warranty. Movement/small cracking around the pith (centre) of the tree, knots and natural imperfections in the wood are also normal.
Do you offer storage in case i'm not quite ready for my piece of furntiure?
Yes! Our fee is $1 per sq ft per week if your agreed deadline was met.
what is your item restocking fee?
25% on wood/epoxy
Do We offer refinishing or repairs not covered by warrenty?
Yes, we do! The thickness of our solid wood will allow for refinishing many times. Send us an email and a reminder of when and what you purchased from us and we will provide you with a quote to refresh.
Location: Unit 5 - 1580 Innovation Drive Kelowna, BC
What Our Clients Are Saying
"It was great working with Eternal Timber. Shawn was a Master Craftsman who listened to my idea and came up with a creative and incredible group of pieces. Everyone that comes into our home comments on the amazing Dining room table. Whether the beautiful headboard in the master Bedroom, the lovely coffee table, the incredible dining room table that we use every day, or the amazing outdoor table. The complements don’t stop coming from whoever enters our home. The table is the centerpiece and it brings everyone in the family together under the beautiful and solid foundation." "The cantilever legs on wheels was an ingenious design"
Alan S., Hermosa Beach California
HOURS: Tues: By Appointment Wed: By Appointment Thur: By Appointment Fri: By Appointment Sat: CLOSED Sun: CLOSED Mon: CLOSED