At Montana Iron & Pine, we take great pride in the quality, craftsmanship, and precision of our custom-designed and fabricated products. All items are carefully inspected and securely packaged before they leave our facility. Because many of our products are individually manufactured, fabricated, CNC cut, finished, or 3D printed, minor variations may occur as a normal part of the manufacturing process. However, we understand that an item may occasionally arrive damaged, defective, incorrect, or materially different from the approved order. Our goal is to address legitimate order issues promptly and fairly while protecting both our customers and Montana Iron & Pine.

 

Policy Overview:

1. Notification Period:

   • Customers are asked to notify us of visible shipping damage, incorrect merchandise, or other readily apparent problems within three business days of receiving their order whenever possible. Prompt notification allows us to document the condition of the shipment and pursue any applicable shipping or insurance claim.

   • Damage, defects, or other problems that could not reasonably have been discovered during that period should be reported as soon as reasonably possible after discovery.

   • Nothing in this notification provision is intended to limit any rights or remedies that cannot legally be limited under applicable law.

2. Documentation:

   • To report a damaged, defective, incorrect, or materially nonconforming item, please provide clear photographs showing the item, the affected area, the exterior packaging, interior packaging, and shipping label when applicable.

   • Montana Iron & Pine may request additional photographs, measurements, information, or documentation when reasonably necessary to evaluate the claim or process a claim with the shipping carrier.

   • Customers must retain the item and all original shipping and packaging materials while the claim is being reviewed unless Montana Iron & Pine advises otherwise.

   • Please do not alter, repair, discard, modify, or return an item that is the subject of a claim until Montana Iron & Pine has provided instructions.

3. Contact Us:

   • To report a damaged, defective, incorrect, or materially different item, please email us at montanaironandpine@gmail.com with your order information, photographs, and a detailed description of the issue.

   • Please do not return an item without first contacting Montana Iron & Pine and receiving return instructions or authorization.

4. Repair, Replacement, Exchange, or Refund:

   • After reviewing the circumstances and available documentation, Montana Iron & Pine will determine the appropriate resolution for an approved claim.

   • At Montana Iron & Pine's discretion, the resolution may include repair, replacement, exchange, partial refund, full refund, or another reasonable remedy appropriate to the circumstances, subject to applicable law and any marketplace policies governing the transaction.

   • Montana Iron & Pine reserves the right to select the remedy that reasonably addresses the documented problem and is not required to provide the customer's preferred remedy when another appropriate remedy adequately resolves the issue, except where otherwise required by applicable law or marketplace policy.

   • Replacement or repaired orders may require up to 14 business days to manufacture and ship, particularly for personalized, custom-designed, or made-to-order products.

   • If Montana Iron & Pine requires the return of an item that arrived damaged, materially defective, incorrect, or materially different from the approved order, Montana Iron & Pine will provide a prepaid return shipping label or reimburse reasonable return shipping costs authorized by us in advance.

   • Refunds, when approved, will ordinarily be issued to the original method of payment. Processing times may vary depending on the payment provider or marketplace.

5. Shipping Insurance:

   • Our parcels are insured when shipped by Montana Iron & Pine. Montana Iron & Pine will handle applicable claims with the shipping carrier.

   • Customers will not be required to independently pursue reimbursement from the shipping carrier as a condition of resolving a qualifying damaged or incorrect order.

   • Customers may be required to retain the item, packaging, shipping container, and shipping label while a carrier claim is pending.

   • Approval or denial of a shipping carrier's insurance claim does not, by itself, determine whether a customer is entitled to a remedy from Montana Iron & Pine.

6. Personalized and Custom-Made Items:

   • Personalized, custom-designed, and made-to-order products are created specifically for each customer and generally cannot be returned or exchanged because of a change of mind, personal preference, or an error in information supplied or approved by the customer.

   • Customers are responsible for reviewing and approving names, dates, spelling, dimensions, measurements, artwork, colors, wording, personalization details, and other specifications before production begins.

   • If an item was produced according to information, artwork, measurements, dimensions, or specifications supplied or approved by the customer, those customer-approved characteristics will not ordinarily be considered a manufacturing or fulfillment error.

   • This limitation does not apply when Montana Iron & Pine makes an error in fulfilling the order, when an item arrives materially damaged or defective, or when the finished product materially differs from the customer-approved order.

7. Manufacturing and Fabrication Characteristics:

   • Many Montana Iron & Pine products are individually manufactured using processes that may include CNC cutting, metal fabrication, finishing, welding, additive manufacturing, and 3D printing. Minor variations from one finished product to another are a normal characteristic of these manufacturing processes.

   • 3D-printed products are manufactured by depositing material in successive layers. Normal characteristics of this process may include visible layer lines, seams, start-and-stop points, small support-contact marks, minor surface texture, and slight dimensional variations within normal manufacturing tolerances.

   • Multicolor and multi-material 3D printing may produce subtle transition lines, minor step changes, seam locations, small surface variations, or changes in texture where filament colors, materials, nozzles, layers, or print sections change during production.

   • Slight differences may also occur where separate colors or materials meet or where the printing system changes filament, material, or printing tools during production. These characteristics may be visible on some products and may vary slightly between otherwise identical items.

   • CNC-cut and fabricated products may similarly display minor variations associated with cutting, grinding, welding, finishing, heat, material composition, surface preparation, or other normal fabrication processes.

   • Minor differences in color, texture, surface appearance, grain, finish, layer lines, seam placement, transition marks, cut characteristics, or other normal manufacturing characteristics are not considered defects when they are consistent with the manufacturing process and do not materially affect the product's intended appearance, function, durability, or specifications represented in the product listing.

   • Colors shown in photographs, computer displays, and mobile devices may vary slightly from the actual product because of lighting, photography, display settings, material batches, filament batches, surface finishes, and manufacturing processes.

   • Normal manufacturing characteristics do not include substantial print failures, missing components or features, significant dimensional errors outside stated or reasonable tolerances, incorrect personalization caused by Montana Iron & Pine, structural defects, or other conditions that materially affect the intended function or represented appearance of the product.

8. Customer-Provided Measurements, Artwork, and Specifications:

   • Customers are responsible for the accuracy of measurements, dimensions, artwork, text, photographs, files, or other specifications they provide to Montana Iron & Pine.

   • When Montana Iron & Pine provides a proof, rendering, drawing, or other design for customer approval, the customer is responsible for reviewing it carefully before approving production.

   • Montana Iron & Pine is not responsible for errors resulting directly from inaccurate customer-provided information or from details that were clearly shown in and approved by the customer in a final proof or design.

   • Any change requested after production has begun may result in additional charges and may not be possible depending on the stage of production.

9. Incorrect Shipping Information:

   • Customers are responsible for providing a complete and accurate shipping address at the time of purchase.

   • Montana Iron & Pine is not responsible for additional shipping expenses resulting from an incorrect or incomplete address provided by the customer.

   • If an order is returned to Montana Iron & Pine because of an incorrect or incomplete customer-provided address, additional shipping charges may be required before the order is resent.

10. Marketplace Orders:

• Orders placed through third-party marketplaces, including Etsy, are also subject to the applicable policies, buyer-protection requirements, return procedures, and dispute-resolution rules of that marketplace.

• If an applicable marketplace policy provides rights, remedies, or procedures that differ from this policy, the applicable marketplace requirements will govern that portion of the transaction.

 

Steps to Follow:

1. Inspect your item promptly after delivery for visible shipping damage, incorrect merchandise, or other apparent problems.

2. Retain the item, shipping container, packing materials, and shipping label while any claim is being reviewed.

3. Take clear photographs showing the product, the relevant damage or issue, the packaging, and the shipping label when applicable.

4. Contact us at montanaironandpine@gmail.com as soon as reasonably possible and include your order information, photographs, and a detailed description of the issue.

5. Do not repair, alter, modify, discard, or return the item or packaging until Montana Iron & Pine provides instructions.

6. Montana Iron & Pine will review the information provided and determine the appropriate repair, replacement, exchange, refund, partial refund, or other reasonable resolution.

 

Additional Information:

• If you receive the wrong item, incorrect personalization caused by Montana Iron & Pine, or a product that materially differs from your approved order, please contact us promptly so we can address the issue.

• Personalized and custom-made products cannot ordinarily be returned or exchanged because of a change of mind, personal preference, or customer-provided or customer-approved errors.

• Normal characteristics associated with CNC fabrication, metal finishing, additive manufacturing, and 3D printing, including minor layer lines, seams, support marks, surface texture, and color or material transition marks, are not considered defects when they do not materially affect the product's function, durability, or represented appearance.

• Montana Iron & Pine reserves the right to request additional reasonable information or documentation before approving a claim.

• Products that have been altered, modified, improperly installed, misused, damaged after delivery, subjected to abnormal conditions, or used in a manner inconsistent with their intended purpose may not qualify for repair, replacement, exchange, or refund when the reported issue resulted from that alteration, misuse, damage, or improper use.

• Unauthorized returns may be refused or returned to the sender, except where otherwise required by applicable law or marketplace policy.

• Customers should not dispose of damaged merchandise or shipping materials until Montana Iron & Pine confirms that they are no longer required.

• Nothing in this policy is intended to waive or limit any consumer right or remedy that cannot legally be waived or limited under applicable law.

• Etsy and other marketplace purchases remain subject to the applicable marketplace's buyer-protection and dispute-resolution policies.

 

We strive to ensure that you are satisfied with your purchase and with the service provided by Montana Iron & Pine. If you have any questions or concerns regarding an order, damaged item, return, exchange, repair, replacement, or refund, please contact our customer service team at montanaironandpine@gmail.com or (406) 219-7999.

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