ORTEGA BENCHWORKS
CUSTOM CARVED DESIGNS
FAQs
How Can We Help?
How do I place an order?
Easy! Just contact us either by email to info@ortegabenchworks.com or call us and let us know what you are interested in. We will do our best to assist you throughout the whole order process from drafting your design to shipping/delivering the ordered item to you.
All of our products are carefully handcrafted with the utmost detailed craftsmanship, care and love to make sure our customers are always happy.
Do I need to pay in full or a deposit to place an order?
We offer two types of payment or deposit options. On orders $50 CAD and under, a full non-refundable deposit is required. On orders over $50 CAD, a 50% non-refundable deposit is required and the remaining balance upon pickup or shipping/delivery, however buyer assumes all shipping/delivery fees.
Once payment is received, a draft image of your customized design is sent for you to approve. Only upon approval we then proceed to produce your item. Payments and deposits can be sent to info@ortegabenchworks.com.
How long does it take to receive an order?
Lead time and shipping vary depending on item(s) purchased. Detailed information will be provided in each specific product description.
All handcrafted wood board products will take 3-5 business days to produce. All handcrafted wood furniture products will take 2-3 weeks to produce. Upon completion, the order is ready for pickup or local delivery. We offer a delivery service within the GTA at an additional cost. Shipping is available within Canada and the USA at customer's request, however, buyer assumes all shipping fees. Once ready, your order is shipped from Ontario, Canada via Canada Post. A tracking number will be issued to track your shipment. Item(s) usually arrive within 7-14 days of shipping within the USA and Canada. Unfortunately, we cannot speed up shipping times, so please be mindful of this when ordering.
Which countries do you ship to?
Items are shipped from Ontario, Canada. Please see each product description for more information. Customers are responsible for shipping fees and taxes which are calculated and added to the overall pricing based on your shipping address during checkout.
At this time, Ortega Benchworks is only shipping to customers in Canada and the USA. We’re sorry for any inconvenience!
Do you accept returns?
All custom order sales are considered FINAL. Remember that it is your responsibility to ensure ordered items are correct and suitable prior to the production of your purchase. Once the order is in place, it cannot be modified or cancelled.
We DO NOT accept returns or exchanges.
However, if an item has arrived damaged or has a defect, we will send a replacement. Damages to the merchandise while in transit, or defects in manufacturing are rare, but they can happen. Please be aware that due to the nature of the wood, knots or wood imperfections are expected and are not considered defects, rather, they add uniqueness and individuality, thus giving character to your wood product.
If there is any damage, please take a picture and send it to info@ortegabenchworks.com within 48 hours of it arriving. We will send a replacement right away. We strive to ensure that our customers are 100% happy with their products!
We reserve the right to provide an exchange for goods damaged on arrival and in some cases a refund for items that display evident and significant discrepancy from its advertisement in the description. To be eligible for an exchange, or refund, your item must be unused and in the same condition that you received it. Original packaging and proof of your purchase are required.
If you are approved for a refund, a credit will automatically be applied to your credit card or alternative original method of payment. Please be patient as this process may take up to 7 days and is dependent on our payment processor and your credit card company.
Do you offer any services?
Yes we do! We offer an engraving and delivery service and are only available for local customers within the Peel Region (GTA) only. Sorry for any inconvenience!
Engraving/Carving
Ortega Benchworks offers an engraving service at a starting price of $30 CAD minimum depending on the character count and complexity of the engraving. Our selected wood products are carved with accuracy using a CNC machine and professional craftsmanship meeting the customer requirements and specifications.
Local Delivery
Ortega Benchworks offers a local delivery service at an additional cost of $25 CAD minimum depending on distance and location. Furniture Delivery Service includes unpacking, setting up and arranging your new wood product taking into consideration the functionality as well as comfort level of the unit.
Do you accept custom orders?
Yes we do! With over 15 years in product development and custom product design, we understand our client's needs and following the industry standards, we go far and beyond to keep them happy. From the initial stages of custom design, prototyping and final production, we make sure that every stage is carried out successfully and meets our client's expectations. Simply, send us an email with a detailed description of your vision and we will design it for you. All engraving services require a 50% non-refundable deposit and the remaining balance upon pickup/delivery. Once payment is received, a draft image of your custom designed project is sent for you to review and approve within 48 hours or two business days. Only upon your approval we then proceed to produce your item. Once your item is produced, the order cannot be modified or cancelled.
Please be advised that even though we always put our heart and 100% effort in all our projects, accidents and mechanical errors can occur and are out of our control, we are NOT responsible for damaged goods unless the product is purchased from Ortega Benchworks. However, if unfortunate mishaps do happen, you will be reimbursed of your deposit.