Store Policies

At H & H Creations, our goal is to provide quality laser materials, fast fulfillment, and excellent customer service.

Please review our policies before placing your order. By placing an order with H & H Creations, you acknowledge and agree to the policies applicable to your purchase.

We've organized our policies into separate sections to make it easy to find the information you need.

Quick Policy Guide

Shipping Damage
Report within 2 business days of delivery

Missing or Incorrect Items
Report within 5 business days of delivery

Returns
Eligible customer-requested returns are subject to a 20% restocking fee, original outbound shipping costs, and return shipping costs.

Order Changes & Cancellations
Contact us as quickly as possible. Changes and cancellations are not guaranteed once an order enters fulfillment or production.

Local Pickup & Store Visits
Available by appointment only.

Material or Cutting Problems
Keep all affected material and contact us with photos, laser information, wattage, and cutting settings.

Shipping & Fulfillment

H & H Creations ships throughout all 50 states.

We currently ship using UPS and FedEx and reserve the right to select the most appropriate and economical carrier for your shipment.

Free Shipping

Qualifying orders of $125 or more receive FREE shipping.

Customers must select the applicable free-shipping option during checkout. Shipping charges resulting from an incorrect shipping selection at checkout are not refundable.

Fulfillment Times

Current fulfillment times are displayed in the announcement banner at the top of our website.

Some products—including DecoCraft, custom products, made-to-order products, rounds, and certain larger sheets—may have different processing times.

When an order contains products with different processing times, the longest applicable processing time applies to the entire order.

All items in an order will ship together unless otherwise arranged by H & H Creations.

Estimated Transit Times

Typical carrier transit time is approximately:

  • Most locations: Approximately 3 business days
  • Midwest & West Coast: Approximately 5–7 business days
  • Certain oversized/larger sheets: Transit may take up to 7 business days

Transit times begin when your order is fulfilled and transferred to the carrier—not when the order is placed.

Carrier transit times are estimates and may change due to weather, holidays, peak seasons, carrier delays, or other circumstances outside our control.

→ VIEW COMPLETE SHIPPING INFORMATION

Damaged Packages or Material

Shipping damage must be reported within 2 business days of delivery.

Please retain:

  • All damaged material
  • Original shipping box
  • Packaging materials
  • Shipping label

Photos of the damaged material, shipping container, and shipping label will be required.

Waiting to report damage can reduce our ability to properly document the issue and submit a shipping-carrier claim.

Do not discard damaged material, boxes, or packaging while your claim is being reviewed.

Missing or Incorrect Items

Missing or incorrect merchandise must be reported within 5 business days of delivery.

Please provide your order number along with photographs of the items received, shipping box, and shipping label.

Reports received after 5 business days are more difficult to research because of the amount of time that has passed since the order was packed and delivered.

Reports submitted outside the required reporting period may not be eligible for replacement or credit.

Need to Report a Problem?

Damaged, missing, and incorrect orders should be submitted through our dedicated order-issue form rather than our general contact form.

→ REPORT AN ORDER ISSUE

Returns & Exchanges

Items ordered incorrectly or no longer needed may be eligible for return.

Approved customer-requested returns are subject to a 20% restocking fee.

Customers are responsible for:

  • Original outbound shipping costs
  • Return shipping costs
  • Applicable restocking fees

This includes orders that originally qualified for free shipping. Free shipping means H & H Creations paid the original shipping cost; it does not mean that no shipping cost was incurred.

Returned merchandise must be in its original, unused, and resalable condition.

Products that have been used, cut, engraved, printed, painted, altered, or otherwise modified may not be eligible for return.

Returns must be authorized before merchandise is sent back to H & H Creations.

Damaged, missing, or incorrectly shipped products should not be submitted as standard returns.

→ VIEW RETURNS & EXCHANGES

Order Changes & Cancellations

If you need to change or cancel an order, please contact us as soon as possible.

Because we work to fulfill orders quickly, there may only be a limited amount of time available to make changes.

Submitting a change or cancellation request does not guarantee that the request can be completed.

Orders may no longer be eligible for cancellation once they have:

  • Entered fulfillment
  • Entered production
  • Been customized or printed
  • Been packed for shipment
  • Been transferred to the shipping carrier

DecoCraft & Made-to-Order Products

DecoCraft, custom-printed, personalized, and made-to-order products may enter production shortly after an order is placed.

Once production has begun, these products cannot be canceled or refunded due to a customer-requested cancellation.

Please carefully review product options, sizes, artwork, personalization, and other selections before submitting your order.

→ VIEW ORDER CHANGES & CANCELLATIONS

Sales & Promotional Pricing

Sales and promotional pricing apply to new orders only unless otherwise stated.

If a tracking number has already been uploaded to an existing order, the order cannot be canceled or refunded simply to receive a subsequently announced sale price.

If tracking has not been uploaded and you request an adjustment for an applicable newly announced sale, H & H Creations may provide the eligible difference in the form of an H & H Creations gift card valid for 60 days.

When an eligible sale-price adjustment is provided, the order will follow the fulfillment timeframe advertised for that sale or promotion.

Price adjustments are not automatic and must be requested while the order remains eligible.

Promotions may have their own exclusions, minimums, dates, fulfillment times, and other terms. The terms advertised for the specific promotion apply.

Material Quality & Cutting

Wood is a natural material. Grain, color, knots, patches, plugs, density, internal layers, and other characteristics can vary between sheets.

These natural characteristics do not automatically indicate defective material.

Always Test Cut

Every laser performs differently.

We strongly recommend performing a test cut before beginning your project.

Laser wattage, speed, power, focus, lens condition, air assist, machine maintenance, material thickness, and other factors can affect cutting performance.

Glue Pockets & Internal Variations

Plywood can occasionally contain internal glue areas, voids, or dense areas that may be more difficult to cut.

If you experience cutting problems, please perform normal troubleshooting before reporting a material issue, including checking your machine, cleaning your optics, checking focus, and adjusting your cutting settings.

We recommend planning approximately 10% material allowance for normal waste when working with natural wood products.

Reporting a Material Issue

If troubleshooting does not resolve the problem, please contact us and provide:

  • Order number
  • Photos of the affected material
  • Laser manufacturer/model
  • Laser wattage
  • Cutting speed and power
  • Number of passes, if applicable
  • Description of troubleshooting already performed

Do not discard affected sheets while we are reviewing a material concern.

In some cases, we may require the affected material to be returned for inspection.

→ VIEW MATERIAL & CUTTING HELP

Carrier Delays & Lost Packages

Once a shipment has been transferred to UPS or FedEx, carrier delays are outside the direct control of H & H Creations.

If tracking has not updated for 3 or more days, please contact us so we can begin researching the shipment with the carrier.

A shipment is not considered lost simply because tracking has temporarily stopped updating. The carrier must complete its investigation and determine that the shipment is lost.

Once a package is officially declared lost, H & H Creations will work with you on the appropriate replacement.

If you need replacement material before the carrier completes its lost-package investigation, contact us to discuss available options.

Local Pickup & Store Visits

Local pickup and store visits are available at our Jasper, Georgia location by appointment only.

H & H Creations
225 H Mullins Ct
Jasper, GA 30143

Appointment Availability

Tuesday: 9:00 AM–1:00 PM
Wednesday: 9:00 AM–1:00 PM
Thursday: 9:00 AM–1:00 PM & 4:30 PM–6:30 PM
3rd Saturday of Each Month: 9:00 AM–1:00 PM

Appointments must be scheduled at least 24 hours in advance.

Same-day appointments are not available.

Local-pickup customers should wait until they receive notification that their order is ready before scheduling their pickup appointment.

Appointments may be canceled or rescheduled through the appointment confirmation up to 4 hours before the scheduled appointment time.

Walk-in service is not guaranteed because H & H Creations is an active production facility.

→ LOCAL PICKUP & STORE VISITS

Sales Tax Exemption

Customers requesting sales-tax-exempt status must have an H & H Creations customer account and submit the appropriate exemption documentation for approval.

Tax-exempt status must be approved before placing an order to avoid applicable sales tax.

Sales tax collected on orders placed before exemption approval will not be refunded after an account is approved.

Please allow up to 2 business days for exemption requests to be reviewed.

Requests submitted during a sale or promotion are not guaranteed to be approved before the promotion ends.

Sales tax exemptions are recertified annually. If updated documentation is not received when required, the account may return to taxable status.

→ SALES TAX EXEMPTION INFORMATION

Contact Us

Have a question that isn't answered in our policies?

We're happy to help.

Email: contact@myhhcreations.com

We strive to respond within 1 business day during normal business hours.

When contacting us about an existing order, please include your order number so we can assist you more efficiently.

For damaged, missing, or incorrect merchandise, please use our Report an Order Issue form instead of the general contact form.

→ CONTACT H & H CREATIONS

Important Policy Information

H & H Creations reserves the right to update these policies as our products, services, shipping options, and business operations change.

The policy in effect at the time an order is placed will generally apply to that order unless otherwise required by law or specifically agreed to by H & H Creations.

Product-specific terms displayed within an individual product listing may also apply to your purchase.

If you have questions about a product, shipping requirement, return eligibility, customization, or other policy, please contact us before placing your order.

Thank you for choosing H & H Creations. We appreciate the opportunity to provide materials for your creative projects and businesses.