I always advise that there's custom with a little 'c' (that is, some fairly easy variation from one of their production templates), and then there's custom with a BIG 'c': THIS is where you want an 11-string bass shaped like the Starship Enterprise in all ebony with a purpleheart bridge and tuners, and with GPS built in. THIS takes a lot longer . . . .
And of course these choices play against the backdrop of their workload at the shop, vacations, etc. And remember this is a small family business with a small crew of fanatics who don't know the words, 'that's good enough'.
I ordered a five-string Elan using basically all 'production' features and an off-the-menu electronis package, and it took about ten months. I did a LOT of homework in educating myself to their themes so when I did talk to Susan, it went down real easy and pretty quick, as she filled in the blanks and knew just what to ask. Do NOT underestimate Susan and Mica's sympatico in translating what you want into their axes.
I had no F-T-C thread, never called to see 'how it was coming', I just knew I'd see it when they were finished with it. And I did !
J o e y