COVID-19 Update: At Hardwood Lumber, we are committed to providing our customers with high-quality products. Due to COVID-19, production times may be slightly longer than usual. Shipping times after completion of production remain unaffected. Please contact our team if you have any questions about production and shipping times. 
 

Lead Time

We currently offer the shortest lead time in the industry for the majority of our custom made products including wood countertops, floating shelves, cutting boards and more.

Most of our products are custom made to order. Delivery times may vary depending on product and your selection of customization options. For large orders, extra time may be needed.

  • Countertops, tabletops, and backsplashes ship in 1 to 2 weeks
  • Live edge slabs and live edge rounds ship in 1 week or less
  • Wood furniture ships in 4 to 6 weeks
  • Floating shelves ship in 1 to 2 weeks
  • Cutting boards ship in 1 to 2 weeks
  • Live edge cutting boards ship in 1 week or less
  • Floating stair treads ship in 1 to 2 weeks
  • Winder stair treads ship in 2 to 3 weeks
  • Standard wood stair treads, risers, and landing treads ship in 3 to 4 weeks
  • Metal table bases ship in 4 to 6 weeks
  • Wood samples ship in 1 to 2 weeks
  • Accessories ship in 1 week or less
  • Factory seconds ship in 1 week or less

Note: Lead times may vary based on order volume and seasonal demand. Please contact our sales team online or by phone at 1-800-798-1269 for questions regarding current order lead times.

Shipping

Small orders are shipped with FedEx Ground or FedEx Home Delivery. For larger orders 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.

Route Package Protection and Tracking

Purchase Route at checkout to protect your order from loss, damage, or theft

What is Route?

We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route offers a few options to improve the post-purchase experience.

Route Protect

Route Protect is premium package protection for your online orders. When you add Route Protect at checkout, you can easily file issues for lost, stolen, or damaged packages in the unfortunate case that they arise.

Purchased Route Protect and need to file a shipping issue? File here

The Route App (Free)

The Route App allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers–dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.

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.

Defective Products

If there are any defective items, we will replace them, with shipping at our expense. Please notify us within three days.

Returns

All of our products are custom made per order and are non-returnable.

All orders revised or cancelled after going into production, (approximately 1 to 3 days after order is received), will have a restocking fee of up to 50%.

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.