Lead Times
Most of our products are custom-made to order. Delivery times vary depending on product type, order size, material availability and customization options. We do our best to meet the estimated time frames below, but please note that production and delivery times may vary based on order volume and seasonal demand.
· In-stock products: Ship same day or next business day
· Countertops, Tabletops, Backsplashes: 2–3 weeks
· Live Edge Slabs and Rounds: 1–2 weeks
· Floating Shelves: 2–3 weeks
· Cutting Boards: 2–3 weeks
· Live Edge Cutting Boards: 1–2 weeks
· River Tables: 4-5 weeks
· Filling Voids & Cracks on Live Edge Slabs: 4-5 weeks
· Floating Stair Treads: 2–3 weeks
· Standard Stair Treads, Risers: 1–2 weeks
· Winder Treads: 2-3 weeks
· Landing Treads: 2–3 weeks
· Metal Table Bases: 4–5 weeks
· Cabinets: Up to 12 weeks
· Custom Furniture: 6–8 weeks
· Wood Samples: 1–2 weeks
· Accessories: 1 week or less
· Factory Seconds: 1 week or less
If you have questions about current lead times, please contact our sales team online or by phone at 1-800-798-1269 before placing your order.
Shipping
Small orders are shipped via FedEx Ground or UPS Ground. During busy seasons, we may adjust shipping methods to ensure timely delivery.
Larger orders ship via LTL Freight on a pallet. Customers have the responsibility to unload the pallet from the truck at time of delivery. Customers have the option on the website to select a lift-gate (not available for all size options). Lift gate services bring your pallet to the curb only and it is the customer’s responsibility to move the pallet from the curb to the residence. It is at the driver’s discretion if the entire pallet must be unloaded or if the pallet can be hand unloaded piece-by-piece at time of delivery.
We also offer White Glove Delivery to a room of your choice inside the residence on the first floor. It is imperative to note that additional fees may apply for additional manpower to moving the piece to a location other than the first floor. This service is performed by a two-person crew using a small straight truck.
Any additional changes to delivery or freight that are not authorized by Hardwood Lumber Company prior to delivery could incur additional costs if necessary.
Route Package Protection and Tracking
We’ve partnered with Route, a package protection and tracking solution, to help protect your order from loss, damage, or theft and provide a better delivery experience.
Route Protect
When you add Route Protect at checkout, you’re covered for lost, stolen, or damaged packages. If an issue arises, you can reach out directly to our Customer Service team to expedite your claim.
If you purchased Route Protect and need to file a claim, File here
Damage During Shipment
We take great care in packaging every order to ensure it arrives safely.
· If your order arrives visibly damaged, please ask the delivery driver to note the damage before you sign for delivery. Document the damage using photos, if able.
· If the damage appears severe and the product cannot be used, refuse the shipment, and we will work with the carrier for reimbursement and/or replacement of the product on an expedited level.
· If you discover concealed damage after delivery, please notify us within one (1) business day so that we can assess the issue and determine the next steps.
Defective Products
If you believe you received a defective product, please contact us within three (3) business days of receipt with photos and a description of the issue. We will review your claim and, if deemed defective, provide a replacement at our expense, including shipping.
Returns and Cancellations
Because nearly all Hardwood Lumber Company products are custom-made to order, they are non-returnable, except for in-stock products as long as they have not been modified or altered in any way, shape or form.
Once a custom order has entered production (typically within 24 hours after order placement), it cannot be cancelled, modified, or refunded.
If a change to your order is needed, please contact our Customer Service team to determine if your order has been placed into production. The team will then be able to determine if modifications can be made to the order based on where in the production process your order is and the nature of the modification(s).
Customer Commitment
We are a family-owned company, and your satisfaction means everything to us. If you have a special request or encounter an issue, please reach out — our team will do everything reasonably possible to help and ensure you’re happy with your Hardwood Lumber Company experience.