FAQs

1. What is your shipping speed?

We work very hard to get all standard wood orders placed before 1PM EST out the same or next business day. Exceptions include presale orders, custom orders and orders placed during new releases, flash sales, or during peak holiday season (mid-November to mid-December). Custom cut (4 x 8 cut your way) orders are processed once a week, so expect around a week lead time. 

PatternPly® is not eligible for expedited shipping without prior approval. Please contact us before ordering if you need expedited PatternPly®. If you choose expedited shipping at checkout for PatternPly® without prior approval, your order will still have the normal 5-10 business day manufacturing lead time before shipment. Only the time in transit will be expedited.

Orders ship when all items in the order are complete. If you couple standard wood and PatternPly® in an order, for example, the entire order will ship when the PatternPly® is complete. If you need the wood immediately, please order the wood and PatternPly® separately.  

2. How much will it cost to ship my order?

The fastest way to figure this out is to add your desired items to your cart and simulate a checkout. If you contact us with this question, we have to do this same process with your order, so it will be faster for you to try it yourself. We offer several shipping carriers and options to help you find the best price and speed. 

3. Can I add to my order? 

We have automated our system in an effort to get orders out even faster. Because of this, we are unable to add to an order once it is placed. 

4. Do you offer custom sizing?

Yes, we offer custom sized plywood. To order, please select the "4x8 cut your way" option on any plywood product page and follow the directions in the description to place the order. We do not currently offer custom sized PatternPly®. If you have a smaller laser and just need your sheets cut in half, please just leave a note on your order at checkout and we will be happy to do so--free of charge! Please leave this note on the order itself BEFORE you checkout and NOT in an email. 

5. Do you have a minimum or maximum order size?

Nope! Order as little or as much as you like! We even offer pallet shipping for bulk orders! Please contact casey@smokeyhilldesigns.com if you need a pallet shipped. 

6. I am a local customer. Can I come pick up my order?

Yes! Contactless local pickups now available on our loading dock. At checkout, click to change your shipping address. A box will pop up asking you if you want the order delivered or available for pickup. We will text you when your order is ready, so please make sure you have an accurate phone number on the order. PatternPly orders are still subject to the 5-10 business day manufacturing lead time.

7. Where can I find cut/engrave settings?

Cut/engrave settings can be found here. 

8. Is your wood masked/clear coated?

Our standard wood is finish sanded and ready for you to dye, stain, clear coat, or leave as is. It is not masked. 

9. What is PatternPly?

PatternPly is our trademarked line of patterned laser substrates. PatternPly is available in MDF, acrylic, laser safe vinyl, and a variety of flex substrates. For an explanation of these substrate differences, please view our PatternPly Guide. 

10. Do you offer custom PatternPly?

Yes! You can order here. 

11. I am tax exempt. How can I set up my account to reflect this?

Please send your non-expired resellers/resale permit or educational/charitable organization tax exempt form to help@smokeyhilldesigns.com. For resellers, this form must have your resellers number on it. If your EIN is not already on that form, please include it as well. Prior to sending, please make sure that you have already set up a complete account with us, with name, address, phone number, and email address. Please send your certificate and receive confirmation from us that it has been processed BEFORE placing your order. 

12. How can I reach you if I have a question about my order?

We are always here to help! Please contact us at help@smokeyhilldesigns.com

Have a different question? We may have answered it on our Youtube channel! Take a look: https://www.youtube.com/channel/UCZ9N-oeyYZHwaPAq6w9sMBQ/videos