How it Works & Policy

How a custom order works

Every Far West Laser piece is made to order in our Denver, Colorado shop. By paying for your order, you agree to the policies on this page.

Reach out. Tell us about your project through our contact form or at hello@farwestlaser.com.
Quote. We scope the work and send you a written quote.
Payment. You accept the quote and pay in full to reserve your spot and start design.
Mock-up. We send a digital mock-up of your design for review and adjustments.
Approval and production. Once you approve the final mock-up, your order goes into production.
Pickup or shipping. We let you know when it's ready for local pickup or ship it to you.

Orders placed through our Etsy shop follow the policies listed on Etsy. Everything else on this page applies to custom and wholesale orders placed directly with us.

Quotes and pricing

Each quote is custom and based on four things: the amount of design work, material cost, laser cut and engrave time, and assembly.

Quotes are valid for 30 days. After that, material prices may change and we may need to re-quote.
Your quote covers the scope described in it. Changes to size, material, quantity or design after quoting may change the price.
Colorado and local sales tax, where applicable, and shipping costs are added to your total.
Wholesale and bulk orders may have minimum quantities and volume pricing. Ask us for details.

Design, mock-ups and revisions

We send a digital mock-up before anything is cut, and we're happy to make reasonable adjustments.

Included: adjustments to the quoted design, such as text edits, font swaps, sizing and layout tweaks. Your quote includes up to two rounds of revisions.
Additional design work: a request for an entirely new design, or revisions beyond what's included, is billed at $45 per hour. We'll tell you before any extra time is charged.
Proofing is your responsibility. Please check spelling, names, dates, dimensions and layout carefully. Once you approve a mock-up, we produce it exactly as shown, and errors in an approved proof are not eligible for a free remake.
Mock-ups are digital previews. Colors, wood grain and engraving depth will look slightly different on the finished piece.
Artwork you send us should be high resolution. Vector files (SVG, AI, PDF, DXF) work best. Cleaning up or redrawing low-quality artwork counts as design time.

Payment

Design work begins only after payment is received.

Payment in full is due when you accept your quote, before any design work begins.
Additional design time at $45 per hour is invoiced separately and must be paid before production.
We accept the payment methods listed on your invoice.

Turnaround times and rush orders

Most orders are completed within 10 business days after you approve your mock-up. Your quote will include an estimated completion date.

The production clock starts when you approve your final mock-up. Delays in responding to mock-ups push the timeline back.
Have a deadline, like a wedding or event? Tell us when you first reach out so we can confirm whether it's possible.
Rush orders may be available for an added fee, depending on our schedule.
Shipping time is in addition to production time.

Materials and natural variation

No two laser-cut pieces are exactly alike, and that's part of their character.

Wood grain, knots, color and tone vary from board to board. Engraving darkness and burn marks vary with the material.
These natural variations are not defects and are not grounds for a refund or remake.
Items you provide for engraving (tumblers, cutting boards, glassware, etc.) are engraved at your own risk. Materials can react unpredictably to the laser, and we are not responsible for damage to customer-supplied items. We may decline to engrave items we think are unsafe or unsuitable.

Refunds, cancellations and defects

Because every piece is custom-made for you, all sales are final once payment is made. We do not offer refunds.

Cancellations: once your order is paid, it cannot be cancelled or refunded, including if you decide not to move forward after seeing your mock-up.
Our mistakes: if we make an error that doesn't match your approved mock-up, or the piece has a production defect, contact us within 7 days of pickup or delivery with photos. We'll repair or remake it at no cost.
Not covered: errors in a mock-up you approved, natural material variation, changes of mind, and damage from misuse or improper care.

Pickup and shipping

You can pick up your order locally in Denver or have it shipped.

Local pickup

Pickup is free and by appointment. We'll message you when your order is ready to arrange a time.
Please pick up within 30 days. Orders not collected after 60 days, with no response to our messages, may be considered abandoned.

Shipping

Shipping costs are quoted separately and added to your total.
We package every piece carefully and provide tracking once it ships.
Please double-check your shipping address. We're not responsible for orders sent to an incorrect address provided by the customer.
If your order arrives damaged, contact us within 48 hours of delivery with photos of the item and packaging. We'll work with you and the carrier to make it right.
We aren't responsible for carrier delays, or for packages marked delivered that are lost or stolen after delivery. Shipping insurance is available on request.

Artwork, logos and design ownership

Your artwork: by sending us logos, images or text, you confirm you own them or have permission to use them. We won't reproduce trademarked or copyrighted material without authorization, and we may decline any request we believe infringes on someone else's rights.
Our designs: designs we create remain the property of Far West Laser LLC unless we agree otherwise in writing. Your purchase covers the finished piece. Design files are available for purchase on request.
Portfolio: we love showing off our work and may photograph finished pieces for our website and social media. If you'd prefer your piece stay private, just tell us before production.
We reserve the right to decline any project that includes offensive, hateful or unlawful content.

Care, liability and contact

Care: most pieces are for indoor, decorative use. Keep wood out of direct sunlight, water and high humidity, and dust with a soft, dry cloth. Items are not food-safe or weatherproof unless we state so in your quote.
Liability: our total liability for any order is limited to the amount you paid for it.
Policy updates: we may update these policies from time to time. The version in effect when you place your order applies to it.

Questions? Email hello@farwestlaser.com or reach us through our contact page.

Far West Laser LLC · Denver, Colorado

Updated Sep 24, 2026