How we handle your information — and the terms that apply when you use the site

What we collect

We only collect what we need to ship you an order and answer your questions:

• Order details: your name, email, shipping address, and a record of what you bought. When you check out on gravenwood.com, this comes from Stripe; when you buy through our Etsy shop (Recursive Design), it comes from Etsy.
• Messages you send us: if you reply to an order email or send a question, we keep the message thread so we can follow up.
• Strictly-necessary functional cookies: we use a small number of session cookies that are required for the site to work. We do not use advertising, tracking, or analytics cookies.

We do not see or store your full card number. Stripe processes payments for direct orders; Etsy handles payments for Etsy orders. Only the payment processor sees the card.

Why we collect it

• To make and ship the order you placed.
• To send you order updates and tracking.
• To answer questions you write to us.
• To keep tax and accounting records as required by U.S. law.
• To improve the products themselves — if customers tell us what worked or didn’t, we adjust.

We do not sell your information. We do not share it for advertising.

Who we share it with

We only share what’s necessary to fulfill your order:

• Stripe — processes payments for direct orders on gravenwood.com.
• Etsy — if you bought through our Etsy shop, your order data flows from Etsy to us. We push tracking information back to Etsy when we ship so you see it in your Etsy account.
• Shipping carriers (USPS and the label provider we use) — to print labels and deliver your package.
• Our email provider — to send and receive order-related messages.
• Our hosting and database provider — to store the order records securely.

Each of these providers has its own privacy practices. We pick providers that handle personal information responsibly.

How long we keep it

We keep order records as long as needed for tax and accounting purposes — generally up to seven years in the United States. Messages and notes tied to an order are kept for the same period. Session cookies expire automatically.

Your choices

You can ask us to:

• Tell you what we have on file about you.
• Correct anything that’s wrong.
• Delete your information, subject to the tax-records retention above (we may need to keep the bare minimum receipt history even if you ask us to delete).

To make any of these requests, email us at hello@gravenwood.com. We’ll respond within 30 days. There’s no charge.

If you’re in California, the CCPA gives you these rights as well as the right to know whether we sell personal information. We don’t sell personal information. You can still make any of the requests above.

Children

Our products aren’t marketed to children and we don’t knowingly collect personal information from anyone under 13. If you believe we have, email us and we’ll delete it.

Security

We use industry-standard practices to protect your information: encrypted connections (HTTPS), encrypted storage of access tokens, and access restricted to the shop owner. No internet system is perfectly secure, but we take it seriously.

Changes to this policy

If we change how we handle information, we’ll update this page and the “last updated” date at the top. For significant changes, we’ll do our best to notify customers with active orders.

Contact

Questions about this policy or about your information?
Email hello@gravenwood.com.

Terms

Terms of service

The rules that apply when you visit, browse, or order from us. Plain language; no fine print.

Using the site

By visiting gravenwood.com you agree to use it for its intended purpose: browsing what we make and (eventually) placing orders. Please don’t scrape the site, try to access parts that aren’t meant for you, attempt to disrupt the service, or use it to send harmful content.

What we make

We design and produce small-batch laser-cut and 3D-printed pieces, most of them made to order. Photos and renders show representative results; small variation between pieces is part of how handmade goods work.

Orders and payment

You can place orders two ways:

• Directly on gravenwood.com — checkout runs through Stripe. Stripe’s own terms apply to the payment itself.
• Through our Etsy shop (Recursive Design) — Etsy’s purchase protection, refund flow, and messaging system apply. Use Etsy’s tools for anything tied to that order.

We confirm orders by email. If we ever can’t fulfill an order (material runs out, a one-off mistake, etc.) we’ll tell you and refund promptly.

Custom orders

Most of what we make is customized to your specs — phrase, size, wood, finish. Once fabrication starts we may not be able to change or cancel, since the piece is already yours. We’ll be flexible up to that point; email us as soon as possible if something needs to change.

Shipping and lead times

Most pieces ship within three to four weeks of order. We ship via USPS within the United States. Once a package leaves our hands we can’t guarantee carrier delivery times, but we’ll help you work through any tracking issue.

Returns and refunds

For Etsy orders, our return policy lives on the Etsy listing and on the shop page — that’s the binding policy for those orders. For direct orders on gravenwood.com, contact us within 14 days of delivery if something arrived damaged or isn’t what you ordered and we’ll make it right (replacement or refund).

Custom pieces made to your specifications generally aren’t returnable for buyer’s remorse, but talk to us if something’s off — we’re reasonable.

Intellectual property

The designs, models, photographs, and site content are ours (or licensed to us). When you buy a piece, you own that piece and can use it however you like for personal use. You don’t get rights to reproduce the design or to resell the digital files behind it.

If you sent us text to engrave (a phrase, a name, a message), you’re telling us you have the right to use that text. Don’t send us anything that infringes someone else’s copyright or trademark, please.

What we can’t promise

The site and the products are provided as-is. We’ll work hard to ship pieces that match what you ordered, but we can’t promise the site will be available every minute of every day, or that every product will be perfect for every use. To the extent allowed by law, our liability for any single order is capped at what you paid for that order.

Governing law

These terms are governed by the laws of the Commonwealth of Massachusetts, where the workshop is based. If there’s a dispute we can’t resolve by email, the courts of Massachusetts have jurisdiction.

Changes to these terms

We may update these terms over time. If we change something material, we’ll update the “last updated” date at the top of the page.

Contact (terms)

Questions about these terms or about an order? Email hello@gravenwood.com.