We’re Here to Help.
If you have a question about a specific product, or you are looking for detailed information about your order, we are here to help.
Holiday Lead Times
Please be advised that most of our products are made-to-order.
For accurate lead times, please refer to product page or contact us for lead time of product in question. Please allow some time for delivery once shipped, as the lead time stated is the best estimate of production and time to ship out, not date of delivery, so please factor this in when ordering.
In some cases we have already produced maps on hand, so if you are in a time crunch, don’t hesitate to reach out. We may be able to send an on-hand map out within 24 hours in some cases!
Damage and Returns
We really care that you are satisfied. If we make a mistake, we will make it right. If your product arrives damaged, please SAVE THE PACKAGING and contact us by email immediately upon receipt at relax@ontahoetime.com.
Please provide images of the damage on box along with a clear image of the shipping label (if possible).
If it is determined that the damage is on our part, we will gladly replace your product at no cost to you.
If there is a spelling error, we will check the info you provided and if the mistake was on our part, we will make sure to ship you a corrected one at no cost to you. We will pay for shipping to send the product back to us if necessary.
Artwork available on this website is made-to-order and customized to your specific requirements. As a result, all sales are final, and artwork is not eligible for returns, refunds, or exchanges. This policy applies to both customized and non-customized pieces.
If you believe your situation warrants an exemption to this policy, please contact us via email at relax@ontahoetime.com & we will review your request.
We encourage you to ask questions prior to ordering, or during the proofing process. We are always happy to provide as much info as possible to help you make the best choice.
Product Disclaimer
Product Disclaimer
Products offered on this website are constructed using wood.
As a result, products offered on this website will have variations in color, character, tone, shading, texture and graining within the product and between products.
We make no representation or guarantee that any product will appear exactly as any another. These natural variations do not constitute a defective product and are not qualifications for a refund.
How Do I Do An Exchange?
We want you to love doing business with On Tahoe Time! While we do not have an automated online exchange process, if you wish to exchange an item please contact us via e-mail at relax@ontahoetime.com. If you are willing to pay a 20% restocking fee (plus the cost of shipping the item back to us), we may be able to exchange your item if it is something we can easily resell. You will be responsible for paying shipping back to you for new item.
Please note that customized products are not eligible for exchange.
What is your Lead Time?
Art is created, not stocked…therefore, we need a little time to create these one of a pieces of art.
Depending on the product ordered, lead times can range from days to weeks. If you have any questions on specific ranges and don’t see a lead time listed on the product page, contact us here!
Most orders that are made-to-order take between 2-3 weeks during normal times and 3-5 weeks during Holiday times, depending on the manufacturer and how much customization is involved.
With customized orders, lead time begins upon proof approval date – so please plan accordingly if you are trying to gift!
If this is not fast enough, please notate that when ordering and we will do our best to prioritize your order however additional rush fees may apply.
Sometimes we have things on hand already produced, please check out the OTT Gallery Quick Ship page for a selection of products ready to ship out asap! These often ship out within 24-48 hours and sometimes even the same day!
Still need help after reading our FAQs?
Customer Service Hours:
Daily 10:00am to 6:00pm (PST)
Phone: (530) 541-3588
Contact us here
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