Shipping and Return Information
We will email you when your orders ships.
All orders are custom made after the order is placed. Unfinished orders ship in two weeks. Prefinished orders ship in three weeks. If your production time falls over a holiday, your order may be delayed by a few days. Orders sometimes ship sooner than expected. If you need your shipment to be held back until a certain day, please email us right after the order is placed.
Shipping Choices:
UPS/FedEx - Ships to any address. For some products, UPS/FedEx is not available due to the size.
Freight Shipping to a Residence - Ships to any address.
Freight Shipping to a Business - Delivery location must be a business that is zoned commercial.
For freight shipping to a residence or a business, you will need to unload the truck by hand if you do not have a dock or forklift. The driver will not help unload. If you wish to order a liftgate, there is an additional charge of 100.00. Please email us right away and we will charge your card. If you do not order a liftgate before the carrier calls to schedule delivery, you will need to pay the trucking company directly for the liftgate. Their charge usually ranges between 120.00 and 250.00. A liftgate only lowers the skid to the ground behind the truck. It is still your responsibility to carry the order into your location. For some large orders, a liftgate is not available. The trucking company will only go as far as is accessible by tractor trailer.
If your order is defective or damaged, please take pictures and email us immediately. If you are receiving a freight shipment, you MUST write "DAMAGE" on your delivery receipt/BOL before you sign it. Even if the issue does not appear to be shipping related, it must be noted on the receipt. You do not have to describe the damage. You can simply just write "DAMAGE" on the delivery receipt/BOL. If the driver will not wait for inspection, please note the delivery receipt with "DAMAGE". This allows us to pursue a damage claim if necessary.
DO NOT ASSUME THAT IF THE PACKAGING IS INTACT, THERE IS NO DAMAGE.
DO NOT SIGN THE DELIVERY RECEIPT UNTIL FREIGHT HAS BEEN COMPLETELY AND FULLY INSPECTED.
WHETHER THE ISSUE IS SHIPPING RELATED OR NOT, IT MUST BE NOTED ON THE RECEIPT OR THERE WILL BE NO RECOURSE.
If you are receiving a freight shipment, the trucking company will call to schedule delivery, unless you have notified us of regular delivery hours.
On very rare occasions, your order may be delayed due to lumber availability, a defect that appears late in the production process, an unexpected plant shutdown or another reason. If your order is delayed, we will ship it as soon as possible. These delays happen very rarely and when they do, they are usually only a few days. We apologize for this but orders cannot be cancelled under any circumstance.
We strongly recommend not scheduling any definite installation until you have received your shipment.
Since all orders are custom made, returns are not accepted.
Order cancellations and changes: Orders cannot be cancelled by the customer once they are placed. Generally, orders are started the next day or the same day. Everything is custom made. Once an order is started, it has very little value except to the original purchaser. If you email us within 24 hours, we will try to stop the order but it may be in process. If you email us within 24 hours and your order has been started, there will be a 20% cancellation fee. If you need any changes to your order, please email us within 24 hours. We will do our best to accommodate but the 20% fee will apply if your order has been started and cannot be easily adjusted. If you refuse shipment, you will be charged 50% of the product cost and all shipping charges, including the original shipping charge and the charge to return the order to us. If you tell us you do not want the order after the 24 hour window, you will be charged 50% of the product cost. We have no desire to profit on order cancellations. But once an order is started, it is very costly to cancel. The charges discussed here help to offset our cost, but do not cover them fully. Please review your order fully before placing it.
If the delivery zip code is in Alaska, Hawaii, Canada or not valid in the 48 contiguous states, the shipping charges paid when the order is placed may not be valid. If there are additional shipping charges, we will email you for payment or cancel the order if the charges are unacceptable.
We reserve the right to cancel an order for any reason, including website errors, lack of lumber availability or if the delivery zip code is not within the contiguous 48 United States. If we need to cancel your order, we will email you as soon as the issue is discovered and a full refund will promptly be issued.
For warranty information, please visit Country Mouldings Warranty.
