What carrier(s) do you use?

We typically ship using USPS 3 day priority because we love getting it to you fast and it’s a good way to do so. However, it has been a real challenge lately. We will use our best judgement as to which carrier is best at the time of shipment. Unfortunately, UPS, USPS and FedEx have removed guarantees since the start of the pandemic. We stay on top of them with calls, but we can only do so much. Getting your order to you as fast as possible is very important to us. We really hope things improve soon!

Where do I find the flat rate cost for each item?

We have provided flat rate shipping and handling costs on all of our items under each item’s shipping description.

What if I want to expedite shipping?

Send us a message before checking out if you wish to expedite shipping. We will look into the fees and provide you with the information. Unfortunately, expedited shipping is not guaranteed with any of the carriers at this time but we can always look into it.

How does flat rate shipping work if I order more than one item?

If you order more than one item, we will take the highest flat rate amount and add $5 for each additional item. Let’s say you order 3 items. Item 1 has a flat rate of $10, item 2 has a flat rate of $15 and item 3 has a flat rate of $20. You will not be charged $45. Instead, we will take the highest amount since we know we will need to use a box that fits your largest item and then tack on $5 per item. So your shipping amount would be $20+$5+$5= $30.

This system may not always work out because let’s say you add on 3 small items that do not affect the original flat rate. We certainly wouldn’t want to charge you an additional $15. At the time of shipping, if we find that you were charged much higher after we factor in shipping and handling, you will be credited back those fees.

What if my package gets lost?

We aren’t in control once it leaves our hands, which is hard! You will be given tracking information, so please be sure your item is with you when they claim they have dropped it off.

If your package gets lost please reach out to us right away so we can put a claim in. We will work with the carrier to sort it out and communicate with you.

What if my package shows up damaged?

Things happen! Please reach out right away — no later than 1 day, please. We will work with the post office and get you a return shipping label. Sometimes it’s a quick fix such as a sand and refinish. Other times we may need to create a new one. We’ve got you!

General Returns Policy

Our number one priority is for you to love your piece, but we understand that sometimes it just isn’t what you visualized.

For this reason, all non-customized orders are eligible for a refund within 14 days of receiving. If you return during days 15-30, we will happily issue you a credit for a future purchase.

Customized orders are difficult to return because it’s completely customized for you. Our policy is no return or exchange on a personalized order, but of course, if there is any issue we want to make it better!

What happens if I want to return an item that I paid shipping on?

If you would like to return an item that you paid shipped fees on, the refund or credit will be processed for your item minus the shipping fees.

Do I need to pay for return shipping if my item is damaged or defective?

No way! We will send you a return shipping label. If it’s damaged from shipping, we ask that you reach out right away so we can put a claim in.

What if my item shows up damaged from shipping?

Things happen! Please reach out right away — no later than 1 day, please. We will work with the post office and get you a return shipping label. Sometimes it’s a quick fix such as a sand and refinish. Other times we may need to create a new one. We’ve got you!

How do I return an item that isn’t damaged?

If you wish to return an item that is eligible for returns, please email us at info@bridgestreetrustics.com so we can send you a return form.

For a full refund, you will need to fill out the form within 14 days of receiving your item. You then have 5 days to ship back to us.

For a credit, you will need to fill out the form within 30 days of receiving your item. You then have 5 days to ship back to us.

Once we receive the item back and make sure it’s in its original condition, we will issue you your refund or credit.

Each Piece is Truly One-Of-A-Kind

It is important to note that every piece of wood we use is unique. When we post a picture of a piece and ask for your personalization, the piece of wood will never match perfect with the example we show. It will be the same “look” because it’s the same species of wood, but placement of knots and characteristics will vary.

A great example is black walnut. Some slabs have lots of sap wood (the white-ish color next to the dark walnut) while others have very little. Sometimes maple has more spalted areas than others. There are so many factors that can vary the look between the same species.

Since every piece is handmade, there may be slight variances to placement of paint, epoxy etc, but the examples we show will be very close to your piece.

It’a all truly one-of-a-kind, which makes it extra special!

Wood Sometimes Has a Mind of its Own

All of our wood is dried to 6-10 percent moisture content, which is ideal to help prevent any cracks and splitting. If wood isn’t dry enough, the water inside continues to expand, leading to cracks and splits. This is why we take great care to be sure every piece we use is at recommended moisture content. However, it is important to understand that wood is a living breathing entity and some expanding and minor cracks and splits are considered normal if brought back into various environments - especially if it goes from dry to high moisture, vice versa. Should this happen, please reach out so we can discuss ways to fix. We happen to love natural cracks that occur, but this isn’t always ideal — thankfully, it’s nothing a little clear (or color) epoxy can’t fix! We’ve got you covered!

Color Variance

Computer, phone, tablet and TV screens are not always calibrated the same, leaving room for variance between the color/finish you see online and the actual piece. We do our best to make sure our camera captures the true essence of the color but the platform you view it on is not in our control.

Reclaimed Wood

Reclaimed timber is a natural product and may contain certain aged characteristics including color variation, nails / nail holes, saw marks, dents, scratches, mortise holes, insect holes, staining, tapering, wane etc.

The dimensions will not necessarily be as exact as using brand new timber, therefore the dimensions on the finished product can vary slightly, but with amazing character!

If we show an example of a barnwood sign where you can replace words with your own personalization, the piece of barnwood we select for you will have its own unique look.