Frequently Asked Questions
Where are your products made?
All of our wooden products are handcrafted and made to order in our own workshop, located in Ontario, Canada.
Are your products handcrafted?
Yes. All of our wooden products are individually handcrafted with care and attention to detail. From material selection to finishing, each item is made by hand, which means natural variations in grain, color, and pattern are expected and make every piece unique.
When will I get my order?
Most orders are processed and shipped within 2–4 business days. Once your order ships, you’ll receive a confirmation email with tracking information. Delivery times vary depending on your location and the shipping method selected at checkout.
Do you ship internationally?
Yes, we offer international shipping. Shipping rates and delivery times vary by destination. These will be shown at checkout.
Will I have to pay customs duties or taxes?
International orders may be subject to customs duties, taxes, or import fees determined by the destination country. These fees are the responsibility of the customer and are not included in the item price or shipping cost.
What materials do you use?
We use carefully selected Canadian hardwoods (such as Black Walnut and Maple) chosen for their durability, functionality, and natural beauty. Each wooden product is finished with a food-safe blend designed to protect the wood and enhance its natural character.
What finish do you use on your wooden products?
Our wooden products are finished with our very own food-safe blend of 100% Ontario beeswax and pure mineral oil. This finish helps protect the wood while keeping it safe for everyday use.
Will my item look exactly like the photos?
No two wooden products are exactly alike. Wood is a natural material, and variations in grain, colour, and pattern are normal and expected. These variations are not considered defects and are part of what makes each piece one of a kind.
Are your wooden products food safe?
Yes. Any wooden products intended for kitchen use are finished with food-safe materials and are safe for everyday use when properly cared for.
How do I care for my wooden product?
Hand wash only using mild soap and warm water. Do not soak, place in the dishwasher, or expose to extreme heat. Dry immediately after washing. Apply our board butter as needed to keep the wood conditioned and protected.
Do you offer custom or engraved items?
Yes, we offer custom and engraved wooden products. All items—engraved and non-engraved—are made to order.
Can I return or exchange my order?
Because all wooden products are handcrafted and made to order, all sales are final. We do not accept returns or exchanges on engraved or non-engraved items.
If your order arrives damaged during shipping, with proof provided within 48 hours of delivery, or if an error was made on our end, please contact us. Each case will be reviewed, and resolutions are handled on a case-by-case basis if approved.
See our Refund Policy for more details.
What if my order arrives damaged?
If your order arrives damaged, please contact us within 48 hours of delivery and include clear photos of the item and packaging. We will review the information and determine if the issue qualifies for approval.
How can I contact you?
If you have any questions or concerns, please reach out through our contact page or email us at hello@santoswoodworks.com - we’re happy to help.