Frequently Asked Questions

What materials do you use?

We use Palochina, Veneer, Acacia, Tamarind and Camachile wood on different products. We also use acrylic and MDF for some items. 

 

Do you provide design draft prior to production?

Yes we do. We send layout for approval up to 2 edits. Any edits after that is subject to an additional charge. 

 

How long will it take for us to receive our order?

For non-personalized orders - 1-2 weeks (depending on our current load)

For personalized orders - 3 weeks min. (depending on the qty., design and current volume of orders)

Note: We have boomed in the wedding/events industry and are usually fully booked for bulk orders. We encourage clients especially those who are ordering for events to place orders months before it is needed. 

 

Do you have a store where we can visit or place order?

We have an office/showroom located in Sumilang, Pasig. You can visit us by appointment. Please send an email or call our office numbers (mobile/landline) to let us know when you plan to visit. 

 

When is the latest we can place our orders during Christmas Season?

We announce cut off dates every year. 

 

Do you accept RUSH orders?

We highly discourage rush orders. Most of our products are hand made and we need ample time to make them. Depending on the current volume of orders, we will let you know if we can accommodate a rush order and if we can, a rush processing fee will be charged.

 

I love the hand painted/engraved/cut item you made for your previous client, can you make me the exact same thing?

No, each item we paint/engraved or cut is one-of-a-kind! The wood we use has unique grains that show up differently on each clock, board, blocks etc. Please expect a variance from our pictures as each item is unique. 

 

I have received my order but it looks darker/lighter from your sample photo, why is that?

Please note that although every effort is made to photograph items accurately and describe products in detail, we cannot guarantee every screen will accurately depict the actual color of the merchandise. 

 

Why is the engraving not so dark or readable on my item, unlike the one I saw on your IG or FB photo? 

Some factors that can affect engraving output: Font used (if font is too thin, it will of course not show dark on the wood), Font size (the bigger the size, the more readable it will be esp. if it's a wall item where you look at it from afar), Type of wood and part of the wood (different woods have different reactions when they are laser engraved and produce different results, hence, some piece may show a darker engraving while some lighter). 

 

Do you give discounts for bulk order? Is there a minimum number to get the discount? We plan to order giveaways for our wedding. 

Yes, just send an email to get price quote. 

 

What is the packaging? 

Starting September 2018, our clocks will no longer come in white carton boxes but in premium boxes with ribbons (ready for gifting). 

 

What mode of payment do you accept?

We accept BDO and BPI bank deposit or transfer ONLY. We DO NOT accept payments via LBC, Cebuana, Pera Padala etc. 

 

How can we get our orders? If it's bulk, do you deliver or meet up?

For Metro Manila clients, we deliver through Transportify, Grab Express or Lalamove ONLY. We will book and have your item/s delivered to you directly, same day delivery. 

For clients outside Metro Manila, we ship all items via LBC. Tracking nos. will be provided via email. 

For BULK orders, we prefer pick up in our office (Sumilang, Pasig) or delivery via Transportify and Lalamove. We DO NOT DO meet-ups. 

NOTE: As much as possible we avoid shipping clocks via couriers to avoid damages. However, if you are outside Metro Manila and really want to order clocks, please send us an email or message so we can discuss delivery. 

We currently do not ship outside of the Philippines. 

 

Do you accept Returns or Exchange?

Due to the nature of these personalized items, no return and/or refund will be accepted if you are just not satisfied with the final output. 

However, please contact us within 5 business days if you receive your item with following problems:

1. Incorrect Design (engraving, name, paint, or any specifics for the personalization of the item)

2. Clock mechanism not working (BUT any damage due to shipment/delivery is not eligible for replacement, like broken clock face, hands, cracked mechanism.) 

3. Incorrect item delivered. 

We will issue RMA (Return Merchandise Authorization) for your return. We’ll also provide our return address information and return instruction to return your item for an exchange. 

 

Is there a warranty for the clock mechanism?

Only replacement for factory defect which is within 7 days upon receipt/delivery. Failure to advise within the given time frame is not eligible for replacement. 

 

How can we contact you?

Click Contact Us

Email: sales.treenmanila@gmail.com or treenmanila@gmail.com

Call/SMS/Viber: 0995-3096246