FAQs

YBM process

1. How do I order?

Choose a wood type, then a size and a design and put them in your shopping cart.  If you wish for additional products add them in the same way.

2. What is the payment procedure?

Payment Options

Payment may be made via Visa, MasterCard or by bank transfer into the YourBestMark (Pty) Ltd bank account, the details of which will be provided on request.

Card acquiring and security

Card transactions will be acquired for YourBestMark (Pty) Ltd via PayFast (Pty) Ltd who are the approved payment gateway for all South African Acquiring Banks. PayFast uses the strictest form of encryption, namely Secure Socket Layer 3 (SSL3) and no Card details are stored on the website. Users may go to www.payfast.co.za to view their security certificate and security policy.

Customer details separate from card details

Customer details will be stored by YourBestMark (Pty) Ltd separately from card details which are entered by the client on PayFast’s secure site. For more detail on PayFast refer to www.payfast.co.za.

3. How do I personalise the design I’ve selected?

Each design has its own personalisation requirements. This can be first names, last names, initials, dates, or all of those items.   As you personalise and preview the chosen product, there will be areas for each line in the design.  This is where you will put the information for personalisation as stated above (names, letters, dates) for the design you purchased.   There will also be an area for special requests.

4. How long does manufacture/engraving take?

Normally one week from order to engraving. There can be exceptions if an item is in short supply or over busy times of the year such as Christmas.

Shipping ranges from 2 to 7 days (not including Sundays or Mondays), depending on both distance from Cape Town and distance from our courier’s distribution center.

5. Doesn’t cutting ruin the engraving?

Cutting can ruin the mark, so we suggest that you use the back of the board leaving the engraved side to display the excellent mark of the design!

6. Do you send proofs?

YourBestMark’s policy is not to send proofs unless the order is a full custom design or if we require any clarification to ensure we have translated the instructions correctly.

Custom changes or revisions will incur a custom design fee to cover our designer’s time. Should you purchase a custom design, we will provide a proof and two revisions.

7. Can you do custom requests?

Yes we can! There are terms and conditions though.

Custom orders are designs that are not featured on our site.  Usually the customer provides a specific saying, image or logo they want added to their item.

YourBestMark will assess all requests for custom designs to ensure they can be done. Please don’t ask us to use copyrighted / trade mark items.

Only when we know what you are hoping for, can we give you a price.  There will be additional charges for these one off custom designs. YourBestMark has the authority to request additional fees prior to service on any custom order.

Proofs will be automatically sent with every custom order, but are limited to 2 revisions.

YourBestMark reserves the right to decline any custom order due to poor communication, poor quality image, or time constraints.

https://www.yourbestmark.com/custom-boards/

8. Do you do bulk orders?

Yes we do. Please complete the Trade Enquiries for to fill in your request.

http://trade.yourbestmark.com/

9. Can I talk to someone directly?

We do respond to all our email and conversations within a business day.  Contact us by email citing your order number so we can quickly locate your order.

Some customers prefer to talk to us by phone. We may not always be available but we shall try to get back to you within 72 hours.

10. What are your pricing and payment policies?

All prices are subject to change without notice.

YourBestMark is not obligated to honour any price comparison to a prior order, or to quotes older than two weeks.

Payment must to be received ‘in full’ before starting any order.

YBM Shipping and timing

11. I want it shipped somewhere else.

At the check out specify the address where you want it shipped.  It is important that changes of address be done at that point in the checkout.

12. What service do you use to ship?

All deliveries will be given a tracking number and emailed information regarding the status of the item.  If it is deemed undeliverable, it is the customer’s responsibility to contact our courier and follow up with how to retrieve the package.  The item will be abandoned if not picked up or scheduled for redelivery.  There will be no refunds on the item or the shipping.

13. International orders. Which countries do you ship to and how?

We ship almost worldwide. International Shipping is done through our courier and shipments can take a week or longer depending on the country or customs requirements.

We cannot control the length of time an international order can take to ship and clear customs internationally.

If a package is deemed undeliverable, it is the customer’s responsibility to contact our courier in that country and follow up with how to retrieve the package.  The item will be abandoned if not picked up or scheduled for redelivery.  There will be no refunds on the item or the shipping.

Customs Fees, Brokerage Fees, Duty Fees, etc.

Please note that you may need to pay additional import fees, taxes, brokerage fees, and handling fees after your order has been delivered. These additional fees are not collected or controlled by YourBestMark. Also, your local customs office might contact you concerning payment of customs fees, or to receive final delivery of your order. Customs processing of your shipment might cause delays in the delivery of your package.

Please do not ask us to change customs information to avoid fees.  We are required to follow the instructions provided by the SA Customs office in filling out all our documentation.

Please make sure you are familiar with your country’s customs process and fee structure before you order – so you know what to expect.

14. How fast can I get it?

Allow 11 days. Our standard processing (design, engraving, woodworking, and finishing) of each order takes 5-7 days.  There are times when this may be extended to 14 days (such as Christmas).  It depends on the amount of orders we are processing at any given time.

We do offer an express shipping option.  However, be aware this is only express shipping, NOT express PROCESSING.  This means that the order will not be received 2 days after ordering, but 2 days after the standard one-week period.  We do not offer overnight shipping at this time. Should you need express shipping, please email help@yourbestmark.com to arrange.

YBM  Sorting Problems

15. My item never arrived!

Please contact us at once if you haven’t received it and yet the tracking number provided shows your item was delivered.

If you live in an apartment complex, please check with your front office or manager’s office. A lot of times, this is where packages are left.

Once we have confirmed your item missing, we will file a claim with our courier and trace your package. If you find the item, please notify us.  Once our courier shows the item is lost, we will replace and ship the lost item.

It is necessary to file this claim within 30 days of shipment. Beyond 30 days, our courier will automatically deny any claim.

16. My item was damaged.

All packages are insured against shipping damage.  Take pictures of the damage.  Send us the pictures with your order number to our email address. A replacement will be engraved and shipped within 48 – 72 hours of notification.

17. I gave you the wrong shipping address and its already shipped!

Oh dear. Let us know asap! We may be able to help but it depends on timing. There will be additional charges.

If the item is on the truck for delivery, it is probably too late.

If the item is returned to us, we charge a ZAR return shipping fee and a ZAR reshipping fee to cover what we are charged by our courier.

If the address is incorrect but is an actual address (former home, etc.) and it is delivered to that address, unfortunately a new item will have to be purchased.  There cannot be any refunds of either the item or the shipping charges.

18. I spelt the name wrong (or I got the date wrong) so can I get a new one?

Oh dear. Mistakes happen, we know, but a new free one isn’t possible. Sorry.

19. Don’t like how it turned out so can I get a replacement?

Unless there is an error on YourBestMark’s part (spelling, incorrect information) or the item is structurally flawed, we shall not be able to refund or replace your order.

20. I don’t like the wood colour or the variation of colour in the wood.

Our policy is that we cannot replace an item unless we have made an error or the board is structurally flawed.  Board colour or engraving colour will not be the case in either of those categories.

Our boards are all natural.  Each piece is totally different from the next.  We don’t use fillers, stains, or any kind of chemical preservation.

Engravings are engraved into the wood, not printed.  Each piece of wood engraves differently at different rates.

We believe that the colours and grains that are present in each piece of wood are part of its natural character.

Care

21. How do I look after the wood?

We encourage you to read over the care instructions given with your cutting board.

Take a look at our advice on how best to care for your wood on our wood care page.

https://www.yourbestmark.com/woodcare-with-ybm/