Frequently Asked Questions

  • Are these items new?

    Most Heavy Matters pieces are vintage, handmade, or one of one.
    They may show signs of age, use, or handwork. These qualities are part of the object’s history and are not considered flaws.

    Why do some pieces have imperfections?

    Irregularities in surface, color, texture, or form are natural results of traditional processes, aging, and use. We view these details as evidence of care and time—not defects.

    Will the item look exactly like the photos?

    You will receive the exact piece shown, unless otherwise noted.
    Because many items are one of one, small variations and unique markings are expected.

    If you’d like additional photos or details before purchasing, please email us at support@heavymatters.com.

    Can I request more photos or information?

    Yes. We’re happy to help.

    You can request additional images, measurements, or context by emailing support@heavymatters.com before or after your purchase.

  • Due to the nature of our collection, all sales are final.

    Heavy Matters works with vintage, handmade, and one-of-a-kind objects that cannot be restocked or replaced. For this reason, we do not accept returns or exchanges.

    Please Inspect Carefully Before Purchase

    We ask all customers to review product photos and descriptions thoroughly before placing an order. Natural wear, surface variation, and signs of age are part of the character of these pieces and are not considered damage.

    If you have questions or would like additional images before purchasing, please email us at support@heavymatters.com.

    Damaged or Broken Items

    In the rare event that your item arrives damaged during shipping, please contact us within 48 hours of delivery at support@heavymatters.com with clear photos of the packaging and the item. We will review each case individually..

  • Shipping Policy

    At Heavy Matters, shipping is treated as an extension of the object’s care.

    Many of the pieces we offer are vintage, handmade, or one of one. Packaging and transit are handled slowly and thoughtfully to ensure each item arrives safely and with respect for its material and history.

    Processing Time

    Orders are typically processed and shipped within 5–10 business days.

    Some items require additional time due to size, fragility, or custom packing needs. If an item requires extended handling time, this will be noted in the product description or communicated via email after purchase.

    We appreciate your patience. Rushing is not part of our process.

    Shipping Methods

    Shipping methods and carriers are selected based on the size, weight, and fragility of each item.

    Whenever possible, we:

    • Use protective, minimal packaging

    • Reuse materials responsibly

    • Prioritize safe transit over speed

    Tracking information will be provided once your order has shipped to your email provided when you purchased your order.

    Shipping Rates

    Shipping costs are calculated at checkout based on:

    • Item size and weight

    • Packaging requirements

    • Destination

    Because many of our items are irregular or heavy, shipping costs may be higher than standard retail goods. These costs reflect the care required to transport each piece safely.

    International Shipping

    We currently offer domestic shipping within the United States.
    International shipping may be available for select items upon request.

    If you are outside the U.S. and interested in a piece, please contact us at support@heavymatters.com before purchasing.

    Please note that international orders may be subject to customs fees, duties, or taxes, which are the responsibility of the recipient.

    Delivery & Responsibility

    Once an item has been marked as delivered by the carrier, Heavy Matters is not responsible for lost or stolen packages.

    We recommend:

    • Shipping to a secure location

    • Monitoring tracking information closely

    • Contacting the carrier directly for delivery issues

    Damaged Shipments

    In the rare event that your item arrives damaged during shipping, please contact us within 48 hours of delivery at support@heavymatters.com.

    Include:

    • Clear photos of the damaged item

    • Photos of the packaging (inside and out)

    We will review each case individually and respond as quickly as possible.

    A Note on Expectations

    Heavy Matters works with objects that have lived full lives. Signs of age, variation, and wear are not considered damage, but part of the piece’s history.

    We encourage all customers to read product descriptions carefully and reach out with any questions before purchasing.

  • Heck yes we do!

    Heavy Matters offers wholesale pricing on all items.

    We work with retailers, galleries, studios, and spaces that value objects with history, material honesty, and thoughtful presentation. Many of our pieces are vintage, handmade, or one of one, so wholesale availability may vary by item and quantity.

    Working With Us

    Wholesale partners can expect:

    • Access to our full available catalog

    • Transparent pricing and case quantities (where applicable)

    • Clear communication around availability, lead times, and restocks

    • Respect for the origin, maker, and material of each piece

    Because our inventory is often limited, we approach wholesale relationships intentionally and on a case-by-case basis.

    How to Inquire

    To request a wholesale line sheet or pricing, please contact us at:

    support@heavymatters.com

    Include:

    • Your business name

    • Store location (online or physical)

    • A brief description of your space or audience

    We’ll respond with current availability and pricing.

    A Note on One-of-One Pieces

    Some items are truly singular. In these cases, wholesale pricing may apply differently, or quantities may be limited to maintain the integrity of the piece.

  • Yes! We do offer custom work.

    Heavy Matters works with materials and objects that invite adaptation: wood that can be cut and stained, forms that can be reworked, and pieces that can be sourced or created specifically for a space or project.

    Custom orders are handled on a case-by-case basis and require additional time, planning, and care.

    What We Can Do

    Depending on availability and material, custom work may include:

    • Custom wood cutting and sizing

    • Staining or finishing adjustments

    • Sourcing specific vintage or regional objects

    • Creating original Heavy Matters pieces using traditional or experimental techniques

    • Modifying existing items to better suit a space or use

    Not every request will be possible, but we approach each inquiry thoughtfully and honestly.

    Fees & Lead Time

    All custom orders require an additional fee, which reflects:

    • Material sourcing

    • Labor and craftsmanship

    • Design and preparation time

    Lead times vary depending on the scope of the request and will be confirmed before any work begins.

    How to Get Started

    To inquire about a custom order, please email us at:

    support@heavymatters.com

    Include:

    • A brief description of what you’re looking for

    • Intended use or space (home, retail, installation, etc.)

    • Any reference images or measurements, if available

    We’ll review your request and let you know what’s possible.

    A Note on Custom Work

    Because custom pieces are made specifically for you, all custom orders are final sale.