FAQ and Policies
About Us
Where We Started
JT stands for Justin and Tori Brooks - we began this adventure creating simple and functional designs in our small garage in 2018. Along side us, we always had Mom as we cleaned countless pieces of metal pipes, packing our first small orders, and developing new items for the shop.
Fast forward years later, we are a small team of friends and family. Each person plays a crucial role in order processing - from cutting wood to size to packing with a handwritten note. Read more about the team on our About Us page!
Where We Are Now
We are located in a small town named Hawkins in East Texas, USA. Orders are processed and shipped by our team in Sherman, Texas where you can meet some of the team and arrange for order pick-up if available!
What Makes JTID Special
We are a family owned and operated small business. We do not have sponsors, partnerships, mass production equipment, or employees around the world. When you email or purchase from our site, you are interacting with us - no robots and no strangers. Everything is made by hand by us personally in our own workshop.
Shipping and Returns
Free Shipping Policy
Please note that free shipping is only eligible to orders shipping within the CONTIGUOUS United States.
Orders shipping to Alaska, Hawaii, and any other territories or military bases will require additional shipping charges to be paid before shipping.
It is the BUYER'S responsibility to contact the seller for an additional shipping invoice. A 25% cancellation fee will be applied if order is placed before contacting us for a shipping invoice.
Returns
We want you to be fully satisfied with your purchase, if there are any issues please contact us within 3 days of delivery and ship the original item back within 14 days of delivery. We accept returns with a 25% restocking fee due to the many variations offered.
Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value. You will be responsible for return shipping costs and any damages therefore we recommend insuring your return for the cost of the item.
Damaged Upon Receiving
If your order arrives damaged, first please contact us as soon as possible and send us photos of the item(s) and box. We will replace any damaged or lost parts of your order per situation. This includes anything we ship with orders such as installation hardware.
We ask that you provide photos of the packaging and damaged items.
Processing Times
Our processing timelines can vary per item as well as current order standing. We will email you if there are delays or challenges that arise. As always, we appreciate your patience and support with our small business!
We are happy to send updates if you'd like to receive updates on your order! Please let us know if you would like to see ongoing progress, as it can be difficult to send photos to every customer of every order.
Address Corrections or Holding
We ask that you please double check your shipping address when checking out and after receiving your order confirmation email.
Address changes can result in additional fees from the carrier if your order has been shipped before making the correction.
If you need to have your order delivery delayed, we can adjust our processing time. Contacting the carrier may have a further delay than anticipated or packages may be returned to us without notice.
Freight and Oversized Orders
For orders of large quantities or physical sizes, we may use a freight company. We work with our shipping provider to find the best rates and shipping timeline for delivery. This may also have additional costs that will be discussed if your order requires this service.
Custom Orders
Custom Orders
We would love to build a custom order for your space. Send us a message and we can customize to fit your space. Prices will vary based on specifications. Sale prices may not apply to custom order quotes.
Customizing Dimensions
We are happy to offer custom dimensions for our standard products. Our standard sizes are listed on every product page under "Dimensions" or "Measurements" drop-down, but can be adjusted to suit your needs! There may be an additional cost, please contact us for quotes.
Stain and Finish Matching
There are many factors that go into the color that a board will turn out
including grain pattern, species, age - these variations will affect how stain looks therefore we can not guarantee a perfect match to an existing item.
If you have a stain number already chosen, we can create an order with that specific information. We do not offer white paint/white stain/whitewashing as a finish due to the many variations and interpretations available.
Low VOC
We understand the importance of low voc options and are happy to provide these alternatives. Please contact us for your custom quote!
Customizing Your Order
Here are some of the ways we offer customizing your order - shown on a bookcase. These terms also apply to our other products for customizing!
Lumber and Materials We Use
Handmade Disclaimer
Being handmade, there are slight variations in measurements, sizing, stain color results, among others. Also, as a natural product, there may be slight imperfections such as warping, superficial cracks, and knots.
When processing your order, we do patch and glue any imperfections that are visible but do not compromise the structural integrity of your order.
Lumber Information
The lumber we use is solid wood, sourced from an FSC certified supplier in Texas.
We also work with hardwoods such as walnut, cherry, hickory, and maple. Contact us if you would like to get a custom quote!
Wood has knots, distinctive markings, and natural imperfections that add to the overall beauty and individuality of the piece. Each piece will have variations from what is pictured. The lumber is chosen by us personally for character as well as quality.
Pipe and Metal Specifications
The pipe and fittings we use are standard 1/2” black iron pipe, the outside diameter is 7/8”.
Imported from various countries with foundry stamp of country's origin including China, Vietnam, and Thailand.
If you would like to have metal and pipes made in United States, we can provide a quote for the cost difference. Please contact us with this request before ordering.
Pipe and Metal Colors
During the manufacturing of the pipes, they are coated with black grease. We clean all metal components by hand to remove residue. After cleaning, the pipes are more of a dark gray/gunmetal color than actual black. The metal pipes will also have variations in color and markings.
We do offer painted metal as an order add-on found in our "Custom Add-Ons" Collection.
Caring for Your Furniture
Cleaning
For care and cleaning, we recommend a polish such as Orange-Glo and a dry soft cloth.
The metal used in your order has been cleaned during processing, however some residue may still be present. To clean, a standard acetone based cleaner can be used with a soft cloth.
Rust and Warping Prevention
Do not place wet items directly on the wood - use of a coaster for cups or clothes hangers for wet items is recommended to prevent damages.
Avoid long term exposure of any moisture to wood and metal components. In humid rooms or climates, such as laundry and bathrooms, using a soft dry cloth to wipe any excess moisture will help avoid rusting and warping.
Outdoor Use
Generally, our products are not intended for outdoor use. We may be able to provide add-ons, just message us for information!