Ordering Guide & FAQ

Click on each question to see the answer.
Please email us at [email protected] if you cannot find the answer to your questions here.


What happens after I place my order? Why does my web order still say “Processing” – what does that mean?
Online orders are moved into “Processing” once they are acknowledged and entered into our in-store invoicing system. Trust us when we say there is a lot more going on behind the scenes than just “Processing”!

Whether you place your order online, call us, or email us to place your order, the steps are the same. All orders are dated and dealt with in the order they were received.

1 – Gathering - Your order is taken by one of us gals, we look it over, and gather everything that is available or in stock.

2 – Write up – Once we have completed the gathering process, any items on your order that were not in stock are then written up for fabrication. We are working on an internal computer ordering system, so that we can save more trees and paper. Once the computer system is done, your orders will be entered into the system and automatically sent to each shop for production.

3 – Staging or Partial Shipment – Any items that were available when gathered are put in staging (or storage) to wait for additional items to be made. If you have requested a partial shipment of available items, we then move those items to the shipping shelf to get in line for shipping. We are a small shop and do not really have much space for storage, so we always appreciate customers who will accept partial shipments, although it does cost more in shipping charges. Click here to see a picture of what the Staging area looks like!

4 – Divvy – We then “divvy” all the items that were written up to each respected woodshop for production and fabrication. All orders are dated and fabricated in the order they were received. Each shop takes a different amount of time to fabricate items. For example, right now, the shop that makes 2-piece rims is in about 1-2 weeks, the shop that makes knobs, washers, solid rims, etc is in about 6 weeks, molds can take up to 24 weeks. Timing varies often, due to volume of orders and availability of materials.

5 – Order Up! – When a shop has completed items, they are brought to the staging area, and the items are joined with any other items from the order. If these items complete the order, your order is either moved to the shipping shelf for shipment, or we will call or email you to pick up the order.

6 – Shipped or Picked Up – If you placed your order online, your order is closed out and marked as either “Shipped” or “In Store Pick Up”.

If you have any questions regarding this process, please contact us!
How long will it take to get my order from D.E.L.S.?
Most items here at D.E.L.S. are custom made, by hand, to order. We do our best to keep some items in stock, but due to availability this is often not possible. If you are a teacher, or holding a class, we ask that you give us a lead time of 8 weeks or more to ensure we can have your orders ready for you in full. Domestic woods include Cherry, Maple, Oak or Walnut, any other woods are considered Exotic.

Typical Lead Times·
  • Bases—Domestic Wood—1 to 4 weeks
  • Bases—Exotic Woods—4 to 6 weeks (depending on availability)
  • Rims and Handles—8 to 12 weeks – handles with overlays can take much longer
  • Molds—up to 24 weeks for any molds not in stock
  • Scrimshaw–6 weeks or more
  • Carvings—up to 24 weeks or more, all carvings are hand done by John the carver
Information regarding Exotic Wood items – bases, overlays, etc.
If you know D.E.L.S., you know how much we love exotic woods like Ebony and Rosewood. Part of handling and working these materials is knowing their limits. For instance, we do not source Ebony or Rosewood during the colder months, as they are prone to splitting. Mishandling or poor maintenance of the wood can also cause damage, and we do not accept returns for material that has cracks, splits or normal markings or striations.
Why do some items take so long?
Recently we have been trying to play catch up from our force closure due to COVID-19 that lasted just over 3 months. While this set us back, we appreciate all the support from great customers like you! We are so glad to be back and are doing our best to fabricate your items as quickly as possible, however, working with natural products is not always easy. For handles and rims, the wood used can break, split and crack when attempting to bend it. This causes a delay in our fabrication. Above all, we appreciate your patience. Beautiful things take time, and most items here are made by hand. We do our very best to get your items to you as soon as possible.
Do you offer any RUSH orders?
Although we try our best to get your items to you as soon as possible, situations arise where supplies are needed immediately. D.E.L.S. has adopted a Rush Fee Schedule for items needed in a hurry. Please contact us directly for more information and restrictions on Rush ordering. Please note that requesting a RUSH negates any sale or discount you may have received for the item(s) being rushed.


What methods of shipping does D.E.L.S. use for orders?
D.E.L.S. uses UPS to ship all packages. Due to the nature of our business, tracking numbers for all packages is a must. UPS does offer SurePost, which is in conjunction with USPS, for a lower rate, however, these packages often take a few extra days to reach you, as they are picked up by UPS, then transferred into the USPS system. A few items are limited to UPS Ground due to HAZMAT issues and not available for SurePost.
Where can D.E.L.S. ship to?
D.E.L.S. can ship to all 50 states, and most international countries.
Orders including items made from Elephant Ivory cannot be shipped outside of Massachusetts due to a federal ruling.
Mammoth Ivory can be shipped anywhere, and costs 20% more than Elephant Ivory.
Rosewood items cannot be shipped internationally due to C.I.T.I.E.S. restrictions.
What about insurance for packages?
Insurance is available as an option for your UPS shipments, however it is not available for SurePost shipments. If you would like to request insurance on your orders, please let us know at the time you place your order, and it will be shipped via UPS by default. You can request insurance be added to your web order when you check out, and an additional fee will apply when your order ships.
Will I get tracking information?
Yes, as long as you have provided us with a valid email address, when your order ships, you will receive an email from UPS with your tracking information. Emails typically go out around 4pm EST when we close out our day with the UPS system.
Why is international shipping limited to $1,500 USD?
This limit was implemented to better manage our international customers requests of shipping partial orders, This limit also helps us keep track of shipping costs and export fees. We're sorry for any inconvenience. Please feel free to place multiple orders within the set limit.


What if I have a mold that isn’t a D.E.L.S. mold, can I still order items to make a basket?
Yes! We are more than happy to accept custom orders. We ask for either the mold or tracings of the base and/or rim. We do not accept tracings via email or fax, as the size often gets skewed, and we want to ensure your items are correct. We do not accept returns on custom items.
How do I know if I am ordering the correct items for my mold?
For your convenience, each product has "related products" listed below the description. In the description of each base is a list of standard D.E.L.S. molds that specific base fits. Please read the descriptions of each product, and if you are still having trouble, please email or call us, and we'll be happy to help.
What does it mean when you ask for "route size" on a base?
Often people like to add adornments to their baskets, such as scrimmed ivory, mammoth, corian or pre-scrimmed acrylics. The route refers to the size of the hole you would like for your adornment, so that it sits flush inside the base instead of on top. Most often weavers use 3/4 inch round "logo buttons" on the bottom of the bases instead of signing the basket.

If you do not plan on using any adornments, you do not need to enter any information in these boxes.


Are you able to ship Rosewood items Internationally?
Unfortunately we are no longer able to ship Rosewood items outside of the United States. We have marked all Rosewood items as "UNABLE TO SHIP INTERNATIONALLY." If any Rosewood items are added to your order shipping internationally, they will be cancelled automatically and you will be refunded for these items. We are sorry for the inconvenience.
Are you able to ship Ebony items internationally?
Yes, we are able to ship Ebony items internationally. The only way this would change is if C.I.T.I.E.S. changes the export laws. Please visit their website for more information.
Are you able to ship Ivory?
Yes and No.
Yes, we are able to ship Ivory items within the state of Massachusetts.
No, we are not able to ship Ivory items out of state, or internationally. Please see "Ivory Laws" for more information.
What about Mammoth Ivory, can you ship that?
Yes! We are able to ship Mammoth Ivory anywhere in the U.S. as well as internationally. Please see "Ivory Laws" for more information.


Returns and Exchanges
Returns and exchanges MUST be accompanied with a copy of the original invoice or sales receipt along with an explanation of the return. No returns will be accepted after 60 days without prior approval.
Custom scrimshaw orders and personalized items are non-refundable and non-returnable.
A 30% restocking fee will apply to the following types of returns:
  • Products finished with polyurethane, varnish, oil, or other finishes. Please ensure accuracy of size before applying finish.
  • Items not accompanied by a copy of the original sales receipt or invoice.
  • Items returned after 60 days.

We reserve the right to refuse any and all returns of custom ordered/sized items that were made per your specifications.
All prices listed in this website are subject to change without notice. Although we have made every attempt to ensure accuracy in pricing, we are not responsible for typographical errors in prices or item description in this website.
All items in stock will be shipped as soon as possible, however most wood and ivory products are handmade and may take extra time. Partial orders may be shipped unless otherwise specified or requested. Items not shipped with original order will be placed on backorder and shipped when available.
PLEASE NOTE: WE CANNOT SHIP IVORY OUTSIDE MASSACHUSETTS. We will substitute Mammoth for an additional 20% charge.