Frequently Asked Questions

Have a question about ordering from Kindred? You're in the right place! If you don't see your question answered below, feel free to contact us. We're always happy to help.

How long will my order take?

Most handmade and made-to-order items are ready to ship or pick up within 5–7 business days. Shipping time is additional and begins once your order has been completed.

Custom, highly detailed, or larger orders may require additional production time. If your order is expected to take longer than our standard turnaround time, we'll let you know.

Do you take custom orders?

Absolutely! Custom orders are one of our favorite things to create.

If you have an idea you don't see in the shop, use our Contact page to tell us what you have in mind. We'll work with you to determine the design, pricing, and estimated turnaround time.

Once the design and price have been approved, payment is required before production begins.

Will I receive a proof before my item is made?

Digital proofs may be provided for fully custom designs or significant design changes before production begins.

Simple personalization—such as adding a name, date, phrase, or other information to an existing design—may not include a proof unless otherwise requested.

Please carefully review all names, dates, spelling, and other personalization information when placing your order. Kindred is not responsible for errors in information submitted by the customer.

Do you offer local pickup?

Yes! Free local pickup is available for customers in the area.

Once your order is ready, you'll receive pickup instructions and information to arrange a convenient pickup time.

How much is shipping?

Shipping costs are calculated at checkout based on your order and delivery location. You'll be able to see the shipping cost before completing your purchase.

Will I receive tracking information?

Yes. When tracking is available for your shipping method, you'll receive tracking information once your order has shipped.

Please remember that our 5–7 business day turnaround time is production time and does not include the time your package spends in transit.

What is your return policy?

We want you to love your Kindred creation!

Unused, non-personalized items may be returned within 14 days of delivery. Customers are responsible for return shipping unless the item arrived damaged or there was an error with the order.

Because personalized and custom pieces are created specifically for you, they are final sale once production has begun.

Can I cancel my order?

Orders may be canceled within 24 hours of purchase, provided production has not already begun.

Because we often begin creating orders quickly, please contact us as soon as possible if you need to make a change or request a cancellation.

What if Kindred made a mistake with my order?

We want to make it right! If you receive an item that doesn't match the personalization or specifications you provided, please contact us so we can determine the best solution.

What if my order arrives damaged?

Please contact us as soon as possible and include photos of both the damaged item and its packaging.

We'll work with you to make it right and, when applicable, file a claim with the shipping carrier.

What if my package is lost or says delivered but I can't find it?

If tracking shows your package as delivered but you haven't received it, please check around your property, with household members or neighbors, and contact the shipping carrier.

If you're still unable to locate your package, contact Kindred and we'll help determine the next steps.

Are all handmade items exactly the same?

No, and that's part of what makes handmade special.

Natural variations in wood grain, staining, paint, placement, and other handmade details may occur. Colors may also appear slightly different depending on your screen or device.

These small variations make each Kindred creation uniquely yours.

How do I contact Kindred?

Use our Contact page anytime you have a question about a product, existing order, personalization, or custom creation.

And if your question begins with “Can you make this?” we especially want to hear it. 🤎