Shipping Information

 

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Ordering, Shipping & Returns Information

The Distillery Network Inc.

The Distillery Network Inc. — operating as American Copper Works and Prime Stills ("we," "us," "our") — handcrafts custom copper stills and distillation equipment to order. Placing an order on this website means you have read, understood, and agreed to the policy set out below.

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About Our Handcrafted, Build-to-Order Copper Products

Everything we sell is a hand-built copper piece, fabricated individually after you order it. Because each still is made by hand rather than pulled from a shelf, lead times naturally vary from one unit to the next. When you place an order, you understand you are commissioning custom copperwork and you accept the terms that follow.

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Lead Times & Delivery Estimates

Every production or delivery window we quote is an approximation offered in good faith — never a promise, fixed date, or contractual deadline. Most orders are produced and shipped in roughly 1 to 2 weeks after purchase, though the actual timeline can run considerably longer depending on how many orders are ahead of yours, the complexity of your customization, the availability of copper and other materials, and conditions outside our control.

You specifically understand and accept that:

• We complete every order. An order that takes longer than estimated has not been forgotten, canceled, lost, or defaulted on — it is simply still being built.
• Timing is not of the essence. No delay of any duration counts as a breach, a failure to deliver, or "goods not received," and no delay entitles you to cancel, demand a refund, file a chargeback, or seek damages.
• You grant us the reasonable open-ended time needed to finish your handmade piece and agree to wait for it.
• You agree not to file a chargeback, payment dispute, or "item not received" claim while your order is still in production or transit. If your order is running long, your remedy is to reach out to us and allow us to complete it.
• We do not provide discounts, credits, or other compensation for orders that exceed their estimated timeframe.

Quoted dates exist purely for your convenience and are not part of any binding agreement. Need a rush build or special delivery? Contact Owner@PrimeStills.com before or after checkout and we'll see what's possible.

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Staying in Touch About Your Order

When your piece is finished and shipped, we'll send tracking details by email. For any question about where your order stands, please reach us directly by phone, text, or email first, and give us a fair chance to respond before taking any other action.

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Ownership, Shipping Risk & Transit Marks

Ownership and risk of loss transfer to you the moment your order is handed to the carrier. We accept no liability for loss, theft, damage, delay, misrouting, or failed delivery attributable to carriers, weather, customs, shipping details you entered incorrectly or incompletely, or any other cause beyond our reasonable control. Since copper is a soft metal, occasional light surface marks, small dents, or dings can happen in shipping even with secure packaging; these are cosmetic only, don't affect how the still performs, and aren't grounds for a return or refund.

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What to Expect From Handmade Copper

Because every unit is shaped by hand, slight differences in finish, patina, weight, dimensions, or overall look — compared to catalog photos or descriptions — are entirely normal and are not considered defects. Returns or refunds won't be issued over minor cosmetic or dimensional variation. Copper also oxidizes naturally and needs regular upkeep; we aren't responsible for polishing, oxidation, patina, water spotting, or similar changes that develop after your item arrives. Care guidance and support are on our website or available by contacting us.

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Returns, Exchanges & Refunds

Not fully satisfied? You may return your product within 30 days of delivery for a refund, repair, or exchange — whichever you prefer — under the following conditions:

• Return postage: For any non-defective return, the return shipping cost is yours.
• Arrived defective or damaged? We'll cover return shipping and either repair or replace the item at no charge.
• Outbound shipping you originally paid is non-refundable unless the item arrived defective or damaged.
• Item condition: Unused pieces returned in original, like-new condition and packaging may qualify for a full refund. A 15% restocking fee applies to non-defective items that have been opened, used, or aren't returned in like-new shape.
• Not eligible for return: natural handmade variation, post-delivery oxidation or patina, and minor shipping marks.

When refunds land: After your return arrives and passes inspection, we'll email you our approval or denial. Approved refunds go back to your original payment method — please allow up to 21 calendar days from approval for the funds to appear, which can depend on your bank or card issuer.

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Order Cancellations

Any customer-requested cancellation — before or after the unit ships — is subject to a 15% restocking fee. Because our stills are built to order, a custom order can't be canceled once fabrication has started. We also reserve the right to postpone shipping, or to cancel and refund an order, if required materials become unavailable.

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Coverage After 30 Days — Lifetime Warranty

Past the 30-day window, eligible items remain covered for repair or exchange under our Lifetime Warranty. Shipping costs for warranty service after 30 days are the customer's responsibility. Any implied warranty is voided, to the fullest extent the law allows, by improper use, modification, or installation of the product.

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How to Start a Return or Exchange

1. Email Owner@PrimeStills.com with your order number and the reason for the return.
2. Send your item by a trackable shipping method (hold onto the tracking number) to: American Copper Works
   50 Bridge Street
   Nashua, New Hampshire 03060 USA

Returns lost in transit without tracking are not our responsibility.

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Chargebacks & Payment Disputes

By buying from us, you agree to work directly with us on any concern before disputing a charge with your bank or card provider.

• Reach out first: Contact us and allow a reasonable chance to fix any issue before filing a dispute.
• We fight improper chargebacks: We contest every illegitimate chargeback with documentation of order authorization, shipment, and delivery. Your online order, shipping confirmation, and correspondence with us all serve as proof the purchase was authorized and accepted.
• If a dispute is reversed or denied: you agree to be responsible for all fees, administrative costs, and legal or banking expenses we incur defending it.
• Breach of terms: Filing a chargeback without valid cause — including any dispute based on a delay while your order is still being made or shipped — breaches these terms. To the fullest extent permitted by law, you forfeit any refund right and may be liable for the full order value plus processing and collection fees, and we reserve the right to recover our losses through every available channel.

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Resolving Disputes

By ordering, you agree that any dispute connected to a purchase will be settled through binding individual arbitration, and you waive participation in any class action, to the fullest extent the law permits.

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Your Agreement

Completing a purchase constitutes your full acceptance of this policy and every term within it.

The Distillery Network Inc. — standing behind our copperwork, our customers, and fair dealing on every order.