Frequently Asked Questions

  • What are your business hours?
    7am to 7pm Eastern Standard Time-Monday thru Saturday

 

  • Where are the products made and shipped from?
    12 Bobo Banks, Grantville Ga 30220

 

  • How long have you been in business?
    Neal Smith Designs began in 2002. Being General Manager and lead designer of our family cabinetry business (Raymond Smith’s Cabinet Shop Inc) that I had worked at since age 10(and still do), I started making door inserts for our cabinet customers to complement our cabinetry, which then evolved to customers in our and the surrounding counties to now online for the entire US and beyond.

 

  • Do you accept custom orders and what is the added cost?
    Most of our products are made to order so we welcome custom orders. There is no added cost for custom designs, but it does add to the timeframe to get scaled design drawings for approval when applicable for a product.

 

  • How is pricing determined for custom door inserts, metal panels, wine storage, insert backing material, and wood frames?
    Once you provide the sizing width and length you require in inches, the current per square inch pricing is calculated. Current pricing for Items priced by square inch is listed in the pricing guide under the support tab.

 

  • Can I see a selected design in the size I need?
    For most products, yes. I will provide a scaled drawing in the size you need for your approval.

 

  • Can door insert go in my existing cabinet doors?
    Most times yes. If the door is currently prepared for glass inserts the metal panels will most times, go in without any modifications needed. If your door currently has a wood panel built in(the center), many times either yourself or a cabinet maker can cut out the center panel in preparation for the metal inserts.

 

  • Can you make a wood cabinet door for the metal insert to fit my cabinet?
     I will need the current overlay of your existing doors and the opening size of the cabinet and wood type.

 

  • Can you make the entire cabinet and door?
     I will need the wood type. Also keep in mind the entire cabinet may require freight shipping.

 

  • How do I install the cabinet inserts?
    The most popular method is to insert them from the back side of the door into the location where glass or wood would be. If you have wood there now, the back of the door frame can be cut or routed out to receive the new insert. If glass is currently located there, the glass can be removed, then the new insert put in place. The glass can be put behind the new insert, or one of our insert backing materials such as wood, clear acrylic, frosted acrylic or some other material but a backer material is not required. Once the new insert and backer material are in place, they can be held there by retainers or wood trim. We offer these items in the installation accessories section. You can also get wooden dowel rods from your local home center, cut to size and nail them in to hold the inserts in place.

 

  • Do you offer finishing of the wood parts of your products?
    Some individual wood products that are offered as stand-alone products do have a preselected finish applied. For backing material, doors or cabinetry we commonly only sale them unfinished unless you are local and can verify the finish in person or are willing to pick a national brand color and take the risk of the color not being what you wanted as there are no returns due to the one of a kind handcraft nature of the products.

 

  • Can you make the metal panels to be used as wall art and/or for other applications?
    We can make most anything desired. Customers use our products for all types of applications. address signs, mailboxes, wall art, onlays, house doors, garage doors, gates, railings and more.

 

  • Who do you use for shipping and what type of packaging will my purchase be in?
    Most commonly, we use Fedex ground for our free shipping. Any purchase requiring freight will have the freight charges applied.
    We recycle shipping materials from our cabinetry business so that we are environmentally responsible as possible, which also allows us to pass the savings on to our customers. Our packaging may look unrefined, but as a standard, it does the job of getting your product to you safe and sound.

 

  • Do you accept returns, exchanges or alterations after delivery?
    Due to the custom nature of the item we do not accept returns, exchanges or requests for alterations after delivery. We ask that you communicate any specific requests through our message conversation during the order process. We only know about a preference or request if you specify it in your message. We will always do our best to accommodate your requests!
  • Do you offer refunds under any circumstances?
    There are no refunds since every item is custom. If an item breaks in shipment you can submit the claim to FedEx online.
    If you would like to purchase shipping insurance, please let us know at the time of purchase. Note that when submitting an insurance claim **You MUST have photos of the item and the box/packaging and you must retain the box/packaging to take to the post office if proof of damage is required. Shipping insurance MAY also require that the customer take the damaged item to a waste yard for disposal and obtain proof of disposal.
    **Note that any damage must be reported to our shop within 48 hours of the package arriving.
  • Do you offer rush production?

All orders will be processed to the best of our ability in our standard 7-10 business days. If you need it SOONER depending on schedule a Priority Rush Order may be available for a fee but cannot be guaranteed. You are welcome to ask at time of purchase.

  • What if my package is delayed/lost in transit or stolen?
    "Neal Smith Designs" is not liable for packages that are delayed in transit, lost by the shipping carrier, or stolen-- all circumstances which are beyond our control. Once we hand your item over to the shipping carrier it is their responsibility to deliver the item-- please contact the shipping carrier directly regarding delays or lost packages. If you suspect theft, you can obtain the GPS coordinates of the last scan point from the shipping carrier and file a theft report with your local police department.
  • What if my item is returned to the sender/seller after it's shipped?
If a customer's order is returned to the sender/seller for ANY reason the customer is responsible for paying for re-shipment.

  • What are the care instructions for this item?

Clean with mild cleaners

  • Can you work with international clients?
Yes, International shipping charges may apply for areas outside the continental United States.