Frequently Asked Questions
We hope these answers help with common questions about ordering, shipping, and our policies. If you need additional assistance, please contact us—we're always happy to help.
Contents
- Placing an Order
- Lead Times & Production
- The Shipping Cunundrum
- Domestic Orders
- International Orders
- Carrier Responsibility & Insurance
- Cancellations & Returns
- Product Quality
- Customization & Alterations
Placing an Order
How do I place an order?
Place your order securely through our shopping cart using Visa, MasterCard, Discover, or PayPal.
When will my payment be charged?
At checkout, your payment method is authorized for the estimated total. The final amount is charged only after your order has been packed and the actual shipping cost has been determined. For more information, see The Shipping Conundrum below.
Can I contact you before I order?
Absolutely. If you have questions about our products, lead times, shipping, or your order, please contact us. We're happy to help.
Are prices guaranteed?
Prices are subject to change without notice.
Lead Times & Production
How long will it take to receive my equipment?
Our equipment is handcrafted in a one-person workshop, so we recommend ordering early. While we cannot guarantee shipping dates, we will contact you when your order reaches the top of the production schedule.
Current lead times are approximately:
- Marudai: 2 weeks
- Takadai, Ayatakedai, Kakudai, Karakumidai, and Core Stand: 6 months (often sooner)
Because our products are handcrafted and material costs may change, prices are subject to change without notice.
The Shipping Conundrum
Why is my shipping cost only an estimate at checkout?
Shipping costs depend on the size, weight, destination, and combination of products in your order. Because our products vary so widely, online checkout cannot accurately calculate shipping in advance. Your order is packed, weighed, and measured before the final shipping cost is determined.
Will I be charged more than the estimate shown at checkout?
No. The estimated shipping charge is intentionally set higher than typical shipping costs so your payment method authorizes sufficient funds. We capture only the actual shipping cost.
What does "authorization" mean on my payment method?
Authorization is not a charge. It simply confirms that sufficient funds are available and may appear as a temporary hold on your account.
When will I be charged for shipping?
After your order has been packed, we determine the actual shipping cost using the appropriate carrier, including insurance and necessary packaging materials. We then capture only the actual shipping cost.
Why does shipping include packaging materials?
Every order requires appropriate new boxes and packing materials to ensure it arrives safely. These costs are included in the actual shipping charge.
What is your overall shipping policy?
Our goal is simple: you pay only the actual cost of shipping your order.
Domestic Orders
How are equipment orders shipped within the United States?
Equipment orders are shipped by USPS or UPS, depending on which provides the best service for your order. If you have a preferred carrier, please let us know when placing your order, and we'll do our best to accommodate your request.
How much does shipping cost?
Actual shipping charges vary by destination, package size, and weight.
International Orders
How are international equipment orders shipped?
International equipment orders are shipped using the carrier that provides the best service for the destination. All international equipment orders are insured.
How much does international shipping cost?
International shipping for large equipment typically ranges from $80.00–$160.00 USD, depending on the destination and package weight. Additional carrier fees, such as brokerage or disbursement charges, may apply and are the responsibility of the customer.
Will I have to pay duties, taxes, or VAT?
Import duties, customs fees, VAT, GST, and other charges may be imposed by the destination country and are the responsibility of the customer. BraidersHand does not collect, control, or estimate these fees. Customs forms accurately reflect the contents and value of each shipment. We cannot mark merchandise as a gift or declare a lower value.
Carrier Responsibility & Insurance
Who is responsible if my shipment is lost or damaged?
We ship under FOB (Free On Board) terms, meaning responsibility transfers once your order has been accepted by the carrier. To give you peace of mind, all international orders and U.S. equipment orders are insured, and we handle any shipping insurance claim on your behalf.
Which carriers do you use for shipping?
Within the United States, we ship by USPS or UPS, depending on which provides the best service for your order. For international shipments, we select the carrier that best serves the destination and order.
Is insurance included with shipping?
Yes. All international orders and U.S. equipment orders are insured. USPS includes insurance on many domestic shipments, and we purchase additional coverage whenever needed.
Cancellations and Returns
Can I cancel my large equipment order?
Because our equipment is handcrafted, please contact us as soon as possible if you need to cancel your order. If your order has not been packed or shipped, we can usually cancel it without shipping charges. Once shipped, it is subject to our return policy.
What should I do if my order arrives damaged or incorrect?
Please inspect your order upon receipt. If you discover damage or an error, contact us promptly, provide photographs, and retain all original packaging materials.
What is your return policy?
Returns are accepted within 30 days of receipt and must be in unused condition. Please contact us for return authorization before returning any item.
Return shipping is the customer's responsibility unless the item is damaged, defective, or shipped in error. Once the returned item has been received and inspected, a refund will be issued to the original form of payment.
Product Quality
What if there is a problem with my equipment?
We stand behind the quality of our handcrafted equipment. If you believe your equipment has a defect in workmanship or materials, please contact us. We will make every reasonable effort to correct the problem.
This does not cover damage resulting from misuse, improper care, accidents, modifications, or exposure to the elements.
Customization & Alterations
Can my equipment be customized or altered?
Some equipment can be modified to meet your specific needs. Please contact us before placing your order to discuss your requirements and the options available.