Order Changes
Once your order is placed, we cannot guarantee that customer can modify or cancel the order. We process orders quickly and your order may be too far along to be changed or cancelled. Please reach out to us as soon as you are aware of a change that needs made.
The shipping address cannot be changed after the carrier has taken possession of the package. If you need to update your shipping address, please reach out to us prior to shipment. This will help avoid reconsignment fees, redelivery fees and misdelivered items.
Local Pickup
We are not a retail store front, but we do offer a local pickup option. We ask that you complete your order online and contact us to schedule an appointment for a pickup. Pickups must be scheduled Monday – Saturday from 9AM-5PM.
Ground Shipping
Orders under 150 lbs. will be shipped via UPS. All ground orders, with no custom work, will generally ship within 5 business days after it was placed. You will receive a shipping email as soon as your package label is printed.
Typical ground shipping times range from 3-5 business days with UPS, depending on your distance from our facility in Milano,Texas.
Please note: due to additional handling requirements, large or oversized packages may take 1-2 days longer for delivery than smaller sized packages.
Freight Shipping
Due to the size and/or weight of some products, some orders may need to be shipped via commercial freight. Contact us for freight shipment requests and freight shipment costs. Arrangements and costs will be determined with the customer and billed as a separate transaction prior to preparing the order/product.
Shipments to a commercial address will be delivered Monday – Friday during normal business hours. If your package will be held at the terminal, the carrier will call you as soon as it is available for pickup. For Residential deliveries, the carrier will call once your package has arrived to the terminal to schedule a delivery appointment. Residential deliveries are delayed by a day or two because of appointment scheduling. Residential deliveries should be scheduled in a timely manner to minimize handling by the freight carrier and to get the shipment from an uncontrolled environment to your home.
Customer is responsible for removing material off truck lift gates or tail gate.
Upon receipt of your freight shipment, you should open and unpack the items immediately to allow proper airflow. Leaving the order wrapped on the pallet or in the crate will encourage the wood to move and can lead to cracks, checks, warping. etc.
If you notice any damage to the shipment please be sure to note it on the BOL or Freight Bill prior to signing it (i.e. hole in side, crushed corner, etc.).
If you do not inspect before signing, and do not note any damages on the BOL or Freight Bill, you are, for all practical purposes, waiving the right to collect on a damage claim, even if the damage is discovered later (known as concealed damage). If you suspect there is concealed damage, open the container before signing the BOL and inspect the contents. The driver must stay until the BOL is signed, so do not be intimidated or rushed by them. If you are unable to inspect the contents at that time, please note “Subject to Inspection” on the BOL.
Damaged Items
Damage must be reported within 2 business days of delivery. Although we package our products diligently to ensure that they come to you in the condition they left our site, we can’t always guarantee that they are handled with the care. In the event that you receive your item(s) and it is damaged, please email or call us immediately so we can address the issue with the carrier. Please provide as much information as you can regarding the package appearance, what was damaged and be sure to include pictures of the damage.
With UPS, once we file a claim, they require the original packaging and the item to be held at your residence for up to five business days. Please keep the packaging and item available and be ready to package it back up for your UPS driver to pick up, should they request an inspection.