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Shop Policies & FAQ
Cactus Air Designs, LLC
Welcome to the studio. We believe in straight talk, desert-tough quality, and protecting the artistry that goes into every piece. Here is how we roll at Cactus Air Designs.
The Beauty of Handmade (Realtalk)
We are not a big-box factory and we do not want to be. Every piece that leaves this studio was made by hand in Arizona, and that means no two are exactly alike.
Wood Products
Grain and Glory We work with premium Maple, Baltic Birch, and other hardwood plywood. You might see knots, swirls, or natural character marks in the wood. These are not flaws — they are the fingerprints of nature and part of what makes your piece one of a kind.
Stain Personality Every piece of plywood drinks up stain a little differently. We aim for consistency but your piece will have its own character.
Screen vs. Reality We photograph in natural Arizona light. Wood coloring may appear slightly different depending on your screen settings and lighting — what you see on your phone may look a little different than in person. If you have questions about a specific finish, reach out before ordering.
Electroplated Tumblers
Finish Character Electroplated tumblers have an outer coating in black or white with a gold or rainbow metallic layer underneath. The laser engraving removes the outer coating to reveal that layer. Each tumbler is engraved by Dusty Rose, our CO2 laser, using a rotary attachment — results are precise but minor placement variations can occur. That is part of what makes it custom.
Lid Alignment The sliding lid on these tumblers is manufactured with a slight rotational variance. The lid opening may not line up perfectly with the engraved design. This is a manufacturer characteristic, not a defect. The lid functions exactly as it should.
Rainbow Finish The rainbow metallic layer shifts color depending on the light and angle. What you see in photos may look slightly different in your lighting. That is the nature of the finish and part of what makes it special.
Screen vs. Reality Same as above — photographs are taken in natural Arizona light. Colors may appear slightly different depending on your screen settings.
Personalizations
We love making things personal. Here is what you need to know before you order.
Wood Products Name, date, or short message selections are made on the product page before you add to cart. Enter your text exactly as you want it — capitalization, spacing, and spelling all matter. Once it is cut, it cannot be changed.
Electroplated Tumblers Name and font selections are made on the product page before you add to cart. Enter your name exactly as you want it engraved. Capitalization, spacing, and spelling all matter. Once it is engraved, it cannot be changed.
If you are unsure about a font, leave a note with your style preference — script, bold, clean, or fun — and we will reach out with a suggestion before engraving.
Mockup Option (Tumblers) You can request a mockup on the product page before placing your order. If you request one, we will send it to the email on your order within 1 to 2 business days after the 12-hour cancellation window has passed. You have 48 hours to approve or request changes. If we do not hear back within 48 hours, we will proceed with the information provided and production will begin.
No returns or refunds on personalized items once production has started.
Cancellations and Changes
Made a mistake on your personalization? It happens. Reach out to terrie@cactusairdesigns.com within 12 hours of placing your order and we will do our best to catch it — as long as production has not already started. After that window, all sales are final.
We Made a Mistake If we made an error on our end, we will make it right. Full stop. Reach out within 48 hours of delivery and we will sort it out.
Shipping
Production Time Good work takes time. Most items ship within 5 to 10 business days of your order being placed.
Shipping Rates Free shipping is available on orders over $200 shipped to the contiguous 48 states via UPS Ground. Orders under $200 will see shipping rates calculated at checkout.
Once It Leaves the Studio Once your order ships and receives a tracking number, it is in the hands of the carrier. We are not responsible for carrier delays, lost packages, or delivery mishaps. If the carrier drops the ball, contact them directly with your tracking number — they are the ones with the GPS.
Damages
We pack every order carefully and ship with insurance. If something arrives damaged, here is how it works.
Report it within 48 hours Email terrie@cactusairdesigns.com within 48 hours of delivery. After that window, we cannot file a carrier claim and we cannot be held responsible.
Photos are required We need clear photos of the damaged item and the original packaging — both the outside and inside. Without documentation we cannot file a claim with the carrier and nothing can move forward.
Carrier claims Shipping damage is the carrier's liability, not ours. We will file the claim on your behalf once we have the required documentation. Replacements are contingent on the claim process.
Packing error on our end If the item was damaged due to a packing mistake on our end — meaning the packaging arrived intact but the item inside was broken — that is on us and we will handle it. We stand behind our work.
What we cannot cover Damage reported after 48 hours, damage due to improper care or display after delivery, or claims without photo documentation.
Keep It Pretty (Care)
Wood Products Our wood pieces are homebodies. They like climate control and soft lighting.
- Indoor only. Keep out of rain, bathroom steam, and direct Arizona sun.
- Dust with a soft dry cloth. No water, no Windex, no drama.
- We are not responsible for damages resulting from improper display or care.
Electroplated Tumblers The finish is tough but it is not dishwasher-proof.
- Hand wash only. Warm water, mild soap, soft cloth or brush.
- No dishwasher. The heat and detergent will damage the finish over time.
- No microwave. Do not soak for extended periods.
- Wash before first use.
- The sliding lid is listed as leak-proof by the manufacturer. Keep the slider closed when carrying.
The Fine Print
By placing an order on cactusairdesigns.com you agree to the policies outlined in the Cactus Code. These terms apply to all orders placed through our website. We reserve the right to update these policies at any time. The current version lives here.
Questions? Email terrie@cactusairdesigns.com and we will get back to you.