Country Mouldings Terms And Conditions
Your payment method will be charged in full when your order is placed.
We rely on email communication throughout the order process. Please add the following email address to your email client's list of safe senders:
feedback@countrymouldings.com
Two emails will be automatically sent to you when the order is placed:
1)A receipt from authorize.net or PayPal.
2)An order confirmation with the subject line "Order Confirmation No: (your order number)".
If you don't receive both emails within 5 minutes, please email us right away.
Please review your order confirmation carefully and email us within 60 minutes if any changes or cancellations are needed. Please ensure the address and phone number are correct. If the address needs to be be changed after the order ships, there will be additional charges.
For all freight deliveries, you will need to unload the truck by hand if you do not have a dock or forklift. The driver will not help unload. See below for more information.
Unfinished orders ship in 2 weeks, possibly a little sooner. Prefinished orders ship in 3 weeks. You will receive an email notification when your order ships.
All edge grain butcher block and plank countertops are priced with the assumption that the boards will run in the longer direction. If you want the boards to run the short way, there may be additional charges. If additional charges apply, we will email you for approval.
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. All indicated lead times start the next business day after the order is placed. 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 the trucking company is not able to reach you within two business days of the first attempt, storage charges will apply. If you are not able to take delivery within three business days of the trucking company's first attempt to contact you, storage charges will apply.
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.
Country Mouldings Limited Warranty
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.
You must notify us within seven days for any defect or damage claim to be considered.
All communications about these issues must be via email.
If your item is defective or damaged, it must be returned to us for repair or replacement, at our discretion. We will pay shipping charges and ask for your patience while the issue is resolved.
If you have received an unfinished product, you must properly seal it and finish it within ten days of receipt. (This does not apply to flooring. Flooring must be acclimated before installation.)
Products must be properly installed within ten days of receipt. (This does not apply to flooring. Flooring must be acclimated before installation.)
Hardwood flooring must be properly acclimated before installation.
Tolerance for all dimensions is + or - 1/16". Some items ship over length by a few inches or more. It is not considered a defect if a product's measurements fall within these boundaries.
Variations in color and grain are not considered defects.
Minor warping is not considered a defect.
The proportion of heartwood to sapwood is not considered a defect.
The underside of your product may contain knots, holes, voids, gouges, etc. They are not considered defects if they are on the underside and do not affect the structural integrity of the product. The exception to this is Grade 2S treads. The underside of a Grade 2S tread must meet the same requirements of the top side of the tread.
In addition to the above, we warrant all products against glue joint delamination for a period of one year from receipt. If your product suffers a glue joint delamination, it will need to be returned to us for replacement or repair, at our discretion. We will pay shipping charges and ask for your patience while the issue is resolved. The period of one year starts on the delivery date. If your block is later repaired or replaced, the one year period is still from the original delivery date.
This warranty is void for any of the following reasons:
- The product was exposed to extreme conditions, including very low or very high humidity or extreme temperature changes.
- The unfinished product was not properly sealed and finished within ten days of receipt. (This does not apply to flooring. Flooring must be acclimated before install.)
- The product was not installed within ten days of receipt. (This does not apply to flooring. Flooring must be acclimated before install.)
- The product contains a cutout for a sink, either cut by you or us.
- The product is modified in any way, other than necessary for normal installation
- The product is exposed to water. Minor water splashes or spills that are wiped up immediately do not fit this condition.
- The product was not properly installed. Wood is a natural material and will expand and contract. When installing your product, please make allowances for this. Please consult a qualified contractor for specific installation advice. Butcher blocks and plank tops should never be installed with adhesive.
- The product was improperly maintained. If the finish is mineral oil, it must be applied on a regular basis to the top and all exposed sides, edges and underneath areas.
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.
Due to lumber shortages, there may be rare occasions when we cannot fulfill an order or need a significantly longer lead time. If that happens, we will contact you as soon as possible and present any options, including cancellation and a full refund. We reserve the right to cancel an order because the lumber is not available or for any other reason. If we have to cancel an order, we will contact you by email and a full refund will be issued.
We strongly recommend against scheduling any definite installation until you have received your shipment.
If your order is being repaired or replaced, you will need to repackage the product with the original packaging materials and have it available for pickup. If it is a freight shipment, you will also need to get the skid on a truck. The original shipping method will be used for the pickup of the product and delivery of the repaired/replaced product. The same lead time will apply to the replacement product. If the product is being returned for repair, the turnaround time will depend on the transit time and the complexity of the issue. However, we are often able to make repairs in less than a week for unfinished and under two weeks for prefinished.
If there is an issue with your order and the above conditions are met, we will repair or replace your product. If there are issues with subsequent shipments relating to the order, the same rules apply. Whether your order is damaged or defective, in part or in full, refunds will never be issued. Whether the issue is related to damage, defect or anything else, we will only repair or replace according to the terms on this page. Refunds will not be issued. We understand that the delay waiting for the repaired/replacement product(s) can be very inconvenient but refunds are not available.
Under no circumstances will refunds be issued.
Except for the above, we offer no warranty, express or implied. Our responsibility is limited to the repair or replacement of the product, at our choosing, and the shipping costs associated with the product return process. We are not responsible for any other costs, including but not limited to, consequential damages, removal and installation of the products, packaging charges associated with the return, labor charges, lost income, inconvenience charges.
This warranty is limited to the original purchaser and is not transferable.
