Process

From form
to floor.

Seven steps. The same path every build, regardless of tier — only the lead time changes. We wrote this page because the question we hear most is some version of "what happens after I submit the form?"

DIY
1–2 wk
Signature
3–6 wk
Custom Elite
12–16 wk
i.

You submit a form.

Which form depends on which tier. The Signature catalog has a short inquiry form on each build page (size, finish, contact). The DIY page is a direct order. Custom Elite has a longer application form because we want to understand the build before Sam takes the call.

Every submission goes to Amanda. None of them sit in a queue. None of them get auto-replied to with a "we'll be in touch" message and forgotten. She reads every one within one business day, often within an hour.

ii.

Amanda responds.

Amanda either confirms the spec and prepares an estimate, or she has questions and gets on a call. Custom Elite always involves a call — Sam runs that one. Signature usually does not need a call, but Amanda will book one if there is anything ambiguous.

If you are adding the permit-prep package, Sam reviews the spec before any estimate goes out. We do not quote a permit-prep build without his sign-off. That happens in this step, behind the scenes.

iii.

You approve the estimate.

The estimate goes out through QuickBooks. It is itemized — every dollar maps to a specific component or labor block. If the number on the estimate looks different from what you expected, ask. We will walk you through what changed and why.

Nothing happens in our shop until you approve this. No wood gets cut, no slot gets reserved, no agreement gets sent. The estimate is the gate.

iv.

You sign the agreement.

After estimate approval, Amanda sends a Project Agreement for e-signature. It mirrors the estimate exactly — same line items, same numbers, same lead time. Read it carefully. The agreement is what we both refer to if any question comes up later.

The agreement also names the change-order policy ($50 flat plus materials and labor for any spec change after this point). That policy exists because re-cutting wood costs us money, and pretending it does not would be dishonest.

v.

You pay the deposit.

45% of the total. This locks the production slot and is non-refundable — if you cancel after this, the deposit covers the wood we have already ordered and the time Sam has already spent on your build.

Once the deposit clears, Amanda adds you to the Monday board. You can think of it as joining the queue. From this moment, the lead time clock starts ticking.

vi.

We build.

The shop floor takes over. Sam runs production, Christian keeps the floor moving. You will hear from us when the build enters active production — Amanda invoices the 35% progress payment at that point.

Updates happen because Amanda asks Sam how things are going, not because Sam logs a status update. We have ADHD-shaped systems; we do not pretend otherwise. If you want a photo of the build in progress, ask. We will text you one.

vii.

Pickup or shipping.

Final 20% due before the cart leaves the shop. Pickup at 22445 E La Palma — schedule a window and we will have it ready. Or we crate and ship via freight.

Once your cart leaves the shop, you have a build tag with a build number on it. Save it. If anything ever needs attention — a wheel, a hinge, a finish touch-up — that build number gets your file in two seconds.

The structure

Why we split it three ways.

The 45/35/20 split exists for three reasons. The deposit covers materials and reserves Sam's time; you pay it because we cannot start without it. The progress payment lands when the build enters active production, which gives us cash flow during the most material-intensive phase. The final 20% is the smallest piece and lands when the cart is already done — so if anything is wrong at the end, you have leverage to make us fix it before that final payment clears.

45%
Deposit
Locks the production slot. Pays for wood. Non-refundable.
35%
Progress
When the build enters active production on the shop floor.
20%
Final
At pickup or before shipping. Smallest piece on purpose.
Honest answers

The conversations most shops avoid.

Things customers eventually ask. We would rather answer them on this page than on a phone call when something has already gone wrong.

"Can I change the spec mid-build?"

Sometimes. Change orders cost $50 flat plus the additional materials and labor. We will give you the cost before any change happens. Some changes — say, a different stain — are easy. Others — different size, restructured frame — may not be possible once the wood is cut.

"Can you rush my Signature?"

Sometimes, on Signature only. If our queue has three or fewer active builds and you need it in less than three weeks, Amanda can usually say yes. Custom Elite is never rushed — Sam needs the design time. Permit-prep builds are never rushed.

"What if I cancel after the deposit?"

The deposit is forfeit. We tell you that in advance, in writing, in three places. The reason: by the time you have signed the agreement and paid the deposit, we have ordered material and reserved Sam's time. Both costs are real and already incurred.

"What if the build looks wrong when it ships?"

Tell us before final payment clears. Send photos. We will inspect and either fix it free, replace it free, or refund you. We have done all three over the years. None of them happen often.

"Can I pay over time?"

The 45/35/20 split is the payment plan. We do not currently finance further than that. If you need more time between payments, ask Amanda — sometimes we can flex the progress payment date by a couple of weeks.

"What if I change my mind about the tier?"

Easy if you have not signed yet. After agreement and deposit, you have signed for a specific build at a specific tier. Moving from Signature to Custom Elite mid-process means a new agreement, not an upgrade — Amanda will walk you through the math.

Health permitting

If you are
serving food.

The build itself does not include the permit. Permit-prep is an add-on we offer on Custom Elite, and what it really gets you is help getting the process started: NSF-compatible specs, the documentation an inspector wants to see, and answers to the questions counties ask first. We have helped customers get over the line in 14 California counties and 8 other states, so we know what to expect.

What the add-on includes:

  • i. NSF-certified sinks (single, double, three-compartment)
  • ii. Hot-water plumbing and on-board water heaters
  • iii. Mobile food facility specifications (where applicable)
  • iv. Hand-wash sink configurations separate from prep sinks
  • v. Compliant surface materials (sealed butcher block, stainless inserts)
  • vi. A spec sheet and documentation packet to bring to the inspection

What we cannot do: file the permit for you, or guarantee your local inspector signs off. Every county is different, and your local environmental health office is the source of truth, not us. The permit itself is yours to file — but you do not file it alone.

Now that you have read all that — let's start.

Pick a tier, fill out the form, and the seven-step path begins.

Start a build Browse the catalog