Our typical turnaround time is 1–2 weeks. This allows us to carefully design, laser‑cut, and finish each piece with the quality Burnt Embers is known for. If you’re working with a tight deadline, reach out — we’ll always do our best to accommodate rush requests.

Yes! We love bringing custom ideas to life. Whether you have a full design ready or just a spark of inspiration, we can create something uniquely yours. Share your vision, theme, or reference images, and we’ll work with you to design a piece that fits your style perfectly. Custom orders may require additional design time, but we’ll guide you through every step so you know exactly what to expect.

Yes — for most custom designs, we provide a digital proof before production. This gives you a chance to review the layout, wording, and overall look to make sure everything is exactly how you want it. Once you approve the proof, we move your order into production. Please note that major redesigns may add extra time to the process.

You can reach us anytime through our Contact page on the website. Just send us a message with your questions or project details, and we’ll get back to you as soon as possible. For custom orders or design requests, feel free to include inspiration photos or notes so we can better understand your vision.

We ship all orders through reliable carriers to ensure your items arrive safely. Shipping times vary based on your location, but you’ll receive tracking information as soon as your order is on its way. Please note that shipping time is separate from our 1–2 week production turnaround. If you need your order by a specific date, feel free to reach out so we can help you plan your timeline.

Because each item is custom‑made, we do not accept returns or offer refunds. Every piece is created specifically for your order, so all sales are final. If there is an issue with your item when it arrives, please contact us right away — we’re always here to help make things right.