Question 1

Can I Change My Order?

Accepted Answer

From date of receipt of deposit, The Plane and Nail co. estimate can be revised and changed up until your space becomes available and materials are collected. After materials are collected, an estimate cannot be changed without additional charges applied. 
It is the responsibility of the customer to read and approve the details of the estimate provided. Any changes after order is completed above and beyond the details in the estimate will incur additional shop, field and / or material charges. 
Customer supplied measurements, options and details will be included in estimate and deemed as accurate. Any changes due to miscalculations, options or details will incur additional shop, field and / or material charges

Question 2

Is There a Deposit Required?

Accepted Answer

A 50% deposit is required to secure your order and space on the wait list. All deposits made are non-refundable once your space comes available and your materials are collected.
Submission of deposit signifies acceptance of details in estimate and The Plane and Nail Co. Terms & Conditions. We accept deposits by cash or e-transfer, or *credit card.
Jobs that are valued at $1000 or less we will collect full payment upon booking.

Question 3

What Are The Payment Options?

Accepted Answer

The Plane and Nail Co's payment of deposits and balance of invoice are typically paid by e-transfer but cash, debit card *credit card and cheque are also excepted. An NSF charge of $100 will be applied to any cheques that do not clear.

Question 4

Custom Orders

Accepted Answer

All custom orders require an appointment to come to The Plane and Nail Co. shop near or on completion of their project to approve finish and workmanship. If the customer elects to decline a visit, photos and/or videos can be provided at request. When approved, balance of invoice is to be paid on completion in full prior to pick-up, delivery and installation.

Question 5

Can I Cancel An Order?

Accepted Answer

Cancellations are valid up until the start of the project. Any deposits are non-refundable after your space is available and materials are collected however, a credit towards any other work can be arranged. The Plane & Nail Co. reserves the right to cancel any customer’s order for any reason.

Question 6

How Do I Care For My Products?

Accepted Answer

Clean surface with a clean, wrung out cloth. Use of chemical cleaners is not advised.
The Plane and Nail Co's products are designed for strength and long-lasting use, however, any movement, knots, warping, swelling, and discoloration can be inherent traits of solid wood furniture and may occur as time progresses. Additionally, various environmental factors can influence your furniture and evolve over time. Light, temperature, and humidity all play significant roles in the maintenance and condition of your furniture.

Question 7

Is There A Warranty?

Accepted Answer

Unless otherwise specified, The Plane and Nail Co includes a one-year warranty against natural and manufacturer defects. Normal wear is not included. Our products are designed for strength and long-lasting use, however, any movement, knots, warping, swelling, and discoloration can be inherent traits of solid wood furniture and may occur as time progresses. Additionally, various environmental factors can influence your furniture and evolve over time. Light, temperature, and humidity all play significant roles in the maintenance and condition of your furniture. In the event of a warranty, The Plane and Nail Co. will pick up and drop off all furniture that requires repairs or replacement under warranty. These repairs will be valid for the duration of the original warranty period. For customers who originally opted for The Plane and Nail Co. delivery and set-up service, this pick up and drop off will be free of charge. For customers who originally picked up furniture from our location and require a pick up and drop off, additional travel charges will apply.
For built in projects, The Plane & Nail Co. will repair on site.

Question 8

Can My Products Be Repaired?

Accepted Answer

The Plane and Nail Co. will repair or replace all projects under natural and manufacturers defects to the best of our ability free of charge during the first year of purchase. Projects after one year from purchase, the customer will be charged a base rate of $120/hour plus materials and shop supplies if needed to repair any furniture, with a one-hour minimum. Repairs required after the first year, projects must be brought to the store at the customer’s expense. The Plane and Nail Co. can pick up and deliver at an additional charge. If a customer requires a house call, the charge will be based on the customer’s location and includes a one-hour minimum of labor.

Question 9

Dimension and Size Variations

Accepted Answer

Slight variations can occur in size and dimensions between The Plane and Nail Co's designs and the actual delivered products. This is due to the natural expansion and contraction of wood, the inherent characteristics of the materials used, and the fact that The Plane and Nail Co's products are handmade. Customers providing measurements are responsible for ensuring the correct size and dimensions of their chosen product. The Plane and Nail Co is not liable for any order invalidation or refunds due to customer errors in size or dimension selection.

Question 10

Will your finished piece look exactly like the sample?

Accepted Answer

Not exactly. Because you work with natural wood and every piece is handcrafted, small differences in grain, knots, colour, sheen, and finish are normal. Samples are a helpful guide, but your finished piece will have its own natural character and unique look.

Question 11

Do you offer delivery and installation?

Accepted Answer

Yes. Depending on the project size and location, we can arrange pickup, delivery, and installation. Larger furniture and millwork pieces are often delivered and installed by our team to help make sure everything fits and is set up properly. Delivery and installation details are confirmed during the quoting process.

Question 12

Can I bring my own design ideas or plans?

Accepted Answer

Absolutely. We’re happy to work from inspiration photos, sketches, drawings, architectural plans, or ideas from your designer or contractor. If you have a vision in mind, we can help turn it into a custom piece that fits your space and your style.

Question 13

What areas do you serve?

Accepted Answer

We’re based in Chilliwack, BC and work with clients throughout the Fraser Valley, Vancouver, Kelowna, Whistler, and other parts of BC depending on the project. If you’re outside the immediate area, reach out and we can let you know what’s possible for your order.

Question 14

How long does a custom project take to complete?

Accepted Answer

Timelines vary based on the size of the piece, the materials selected, and our current schedule. Smaller projects may be completed sooner, while larger items like dining tables, conference tables, cabinets, and millwork usually take longer. Once we review your project and secure your deposit, we’ll give you an estimated timeline and keep you updated along the way.

Handcrafted to Order

The Plane and Nail Co.
Transform Your Space With Timeless Craftsmanship

TERMS & CONDITIONS / FAQ's

Frequently asked questions