+ Who does what?
Karie and Rob work together on all aspects of the business, though Rob might swing a hammer more and Karie might using the sewing machine more. Through the design and/or build process, you might be talking to either one of us. We also work with a variety of craftspeople, designers, artists, institutions and curators to make projects happen. You can read more about each of these folks in our JOURNAL.
+ I've ordered something from your online shop. When will my order ship?
Orders usually take 14-18 business days to ship. If you need an item to arrive by a certain time, please contact us immediately and we will do our best to accommodate. All items are shipped USPS Priority Mail, unless otherwise noted. Delivery times vary depending on your location. Please contact us if you would like to add insurance and we will send an invoice for the additional amount.
Please note that shipping charges are the full responsibility of the buyer. Under no circumstance will SHELTER refund money related to shipping charges or issues with the USPS.
+ How far out are you booked for home / cabin / structure design/build?
It depends on the scope of your project. Please contact us for details. We love all shapes and sizes of projects and will do our best to accommodate.
+ What payment methods do you accept?
During checkout you will be directed to pay with a credit card. If you have any questions about this process, please contact us right away and we’ll be happy to help.
For all orders places in North Carolina, 7% NC sales tax to your order total.
+ Do you take custom orders?
That's our favorite thing to do. Please contact us with your idea.
+ What if I have an issue with my online order or want to return it?
Please contact us right away. Because our pieces are handmade and small runs, we do not accept returns nor issue refunds.
+ How do I care for my bag?
Spot treat the body of each bag with a soft cloth, warm water and gentle soap. Do not use soap or water on leather. Both the leather and waxed canvas will develop a lovely patina over time, and these materials should not be washed. If you have specific questions related to the care of your bag, please contact us.
+ Do you make any of your designs with a leather substitute?
Generally we do not. We choose the highest quality made in the USA leather products that will last a very long time.
+ How often do you add new pieces or designs?
We generally release 2 lines per year, one for Fall and Winter, one for Spring and Summer. We add new limited colorways regularly, so be sure to sign up for our mailing list to receive updates.
+ How do you do it all?
We love design and we love problem solving. So in other words, we work a lot. It's the best.