Small countertop, cutting board and wood stair part orders are shipped with FedEx Ground or FedEx Home Delivery. For larger orders and countertops over 65 pounds, we ship motor freight on a pallet. Unless you select the liftgate delivery option at checkout, if available, you will be responsible for unloading motor freight deliveries from the truck. Please make sure you have the proper equipment and people available to do this. Be mindful that your order may be of considerable length and weight. Motor freight carrier will provide delivery to your loading dock, parking lot, driveway, curbside or other location to which the carrier can safely and legally back the truck up to, at driver’s discretion. We also offer White Glove delivery to room of choice. White glove deliveries are made by a two man crew with a small straight truck.
Damage During Shipment
We take great care when packaging your order. In the unlikely event that there is any damage during shipment and it is visible when you receive your order, please have the delivery driver note the damage before you sign for delivery. If your order is damaged to the point where it can possibly not be used, you should refuse the shipment, and we will get a replacement order made and shipped to you as soon as possible. If there is concealed damage to your order and you find the product to be unacceptable, you must notify us of the problem within one business day. If there are any defective items, we will replace them in a timely manner, with shipping at our expense. Please notify us within three days.
All of our wood countertops are custom made per order and are non-returnable. Cutting boards and some wood species of stair parts are stock items and can be returned within 15 days for refund or exchange, subject to a 20 percent restocking fee. Original and return shipping charges are non-refundable. All pre-finished, handscraped and wirebrushed orders are made to order and are non-returnable.
In most cases your order will be made and shipped within three to six weeks, depending on the items you ordered. For very large orders, extra time may be needed. If that is the case, we will try to give you our best estimate on production time. Most standard cutting boards will ship within four to six weeks after order is received. Countertops generally ship in four to six weeks. Most unfinished stair parts ship in three to four weeks. Most prefinished stair parts ship in four to five weeks. Winder treads and floating stair treads ship in four to six weeks.
if you have any special request, please don’t hesitate to ask. Customer satisfaction is very important to us. We are a family-owned company and will do what we can to meet your needs and make sure you are satisfied.