How to Qualify for Free Shipping
Our free shipping promotion covers economy shipping to the lower 48 U.S. states on orders over $75. This includes Ground Services such as UPS Ground, Speedee, and USPS. Orders over $600 that are shipped via LTL Freight are eligible for free shipping to a U.S. commercial address or freight terminal. Otherwise, Residential Freight is also available for an additional fee of $85.
Due to the size and weight of our products, some orders are shipped via LTL or Commercial Freight. Freight shipments can be delivered to a commercial address, held at a local freight terminal, or delivered to a residential address. We use several different freight carriers and will notify you of who we shipped the order with and the tracking number once it has been picked up. If your package will be held at the terminal, the carrier will call you as soon as it is available for pickup. For Residential deliveries, the carrier will call once your package has arrived to the terminal to schedule a delivery appointment.
Once your package has shipped, you will receive a photo of the shipment to show how it was packaged when we loaded it on the truck. If you notice any changes in the shipment please be sure to note it on the BOL or Freight Bill prior to signing it. If you do not inspect before signing, and do not note any changes or damages on the BOL or Freight Bill, you are, for all practical purposes, waiving the right to collect on a damage claim, even if the damage is discovered later (known as concealed damage). If you suspect there is concealed damage, open the container before signing the BOL and inspect the contents. The driver must stay until the BOL is signed, so do not be intimidated or rushed by them. If you are unable to inspect the contents at that time, please note “Subject to Inspection” on the BOL.
International buyers are fully responsible for all broker duties and taxes. Our International Shipments are generally shipped UPS, but can sometimes be shipped through USPS depending on the weight and size. We can ship worldwide; however, the buyer is responsible for verifying that our product can be shipped into their country.
We are not a retail store front, but if you are in the area we do offer a local pickup option. You must complete your order online and contact us to schedule an appointment for pickup. Pickups must be scheduled Monday – Friday from 8AM-3PM. Weekend pickups are not available.
Chargeback claims may incur a $25 fee. Storage fees may be accessed if shipments are not picked up from freight terminals within 7 days, or if products are held at our warehouse for final payment before shipping. Please keep in contact with us to avoid these charges.
Damage must be reported within 3 business days. Although we package our products diligently to ensure that they come to you in the condition they left our site, we can't always guarantee that they are handled with the care that they require once they leave our shop. In the event that you receive your item(s) and it is damaged, please email us immediately so we can immediately address it with the carrier. Please be sure to provide as much information as you can regarding the package appearance, what was damaged, and be sure to include pictures of the damage.*
If you have a replacement item in mind, please be sure to let us know and we will see what we can do to get that shipped out to you right away.
*With UPS, once we file a claim, they require the original packaging and the item to be held at your residence for up to five business days. Please keep the packaging and item available, and be ready to package it back up for your UPS driver to pick up, should they request an inspection.
Received Incorrect Item
If your order arrives and it is not right, we will fix it! Please email us with the item number that you received and as much of a description as you can. If you can include a picture in that email that will help put us on track to getting you the correct item.
Returns & Refunds
All products must be returned in its original condition. No product will be accepted for a return if it has been drawn on, carved on, cut, or any other work done to alter it. Buyer is responsible for shipping both ways.
Custom work is Non-Refundable. If you choose to have any level of finishing done to your slab before it leaves our shop, the slabs and custom work fees are non-refundable. However, we do understand that sometimes even with careful planning, things change. We will review each case individually in hopes of being able to help. Please note: if we do reach an agreement on an exchange, even once custom work has been completed, the custom work is still non-refundable.
Each of our items are thoroughly inspected and described to the utmost of our ability. Because every single item that is listed in our store is unique and one of a kind, we take great pride in ensuring you know exactly what you're getting when you receive your package. If you have any questions about a slab, please don't hesitate to email us. We will be happy to get you any additional information prior to making the purchase!
If for some reason you aren't completely satisfied with your purchase, please contact us with the issues and we will do what we can to fix the problem. Please keep in mind that all of our finished furniture products are made to enhance the unique qualities of the lumber. All of the beauty of the natural knots, holes, bark inclusions, checks, and other natural character are what give our pieces the unique natural look, and will be noted in the description. Any item returned, must be in its original condition. We will not accept returns on items that have been altered in any way. Returns must be made within 21 days of purchase. We do charge a 10% restocking fee on all returns, with a minimum restocking fee of $10.00. Buyer pays shipping both ways on returns. Should you decide that returning the item is necessary; your refund, minus the restocking fee & shipping charges, will be issued once we receive the item back in the shop.
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