Terms and Conditions / Shipping / Returns Info
Thank you for looking and considering us as an option for a unique piece of furniture! We look forward to working with you. It is our goal to make sure all of our clients are completely satisfied and we will go the extra mile to make sure that happens. We do acknowledge, however, that we are working with a highly unique and varied medium so please review our policies and feel free to contact us if you have any questions.
An order will not be started until the deposit, or payment has been received. All lead times promised are based on receipt of deposit/payment. The balance (including shipping and handling) is due upon completion and prior to shipping. Deposits are non-refundable if the order is canceled after production begins. If a cancellation request is received before production has started on an item, a refund can be issued at the discretion of Hardwood Reclamation. Slabs are non refundable and are 100% custom unless damaged during shipping. If the customer doesn't approve before shipping, then Hardwood Reclamation will do everything to make sure the finish and slab/furniture item are to the customers liking. If the piece is approved, all liability is on the customer for the item, unless it is broken during shipping. All questions/concerns about installation or care of the slab/item should be voiced before shipping or on the receipt. Hardwood Reclamation is not liable for damage caused by the customer during installation, moving their furniture item, moving company damage, or wear and tear over time.
Customers have 10 days after the completion of the custom item to pay the balance in full. If the balance is not fully paid, then the item will/can be resold and the deposit will be forfeited. Hardwood Reclamation will not hold or store items, due to the space in our small shop. Items held with permission, can be subject to a $20-40/week storage fee, depending on the size of the each item.
**Holding/Reserving slabs or specialty items:
Often times customers will want to place a deposit to hold a slab or to reserve a spot in our time cue to begin a table or set. This is all perfectly fine, but we need plenty of notice on when the customer desires their piece. The average time to build/construct a custom piece is 3-6 weeks for most orders, so all deposits placed to hold an item or slab, must be claimed within 60 days of placing the deposit. Slabs or other furniture items will not be held longer than the 60 day period and all projects must begin within 90 days of placing the deposit, UNLESS special approval has been giving by Hardwood Reclamation. -We will work with the customer in this area and just ask that the customer communicates the status of their move-in dates, desired delivery dates, etc...! This policy protects Hardwood Reclamation from customers attempting to claim an item after lengthy periods or if communication has been lost. Hardwood Reclamation will make multiple attempts through email, voice mail, text messaging (if desired), and online photos of their pieces to inform the customer of the progress or to pose questions for approval on the "start" date. We ask that the customer does the same :-)
We want this process to be as enjoyable for our customers as possible and we appreciate your cooperation! Thank you!
All tables can be delivered and set up to any location within 150 miles of Kansas City, KS (for a nominal fee). Smaller items can be shipped via ground carrier. Larger items, particularly tables over 4 feet in length, will need to be sent via freight. We can discuss your options with you once your order has been finalized. NOTE: At the time a custom order is placed, a shipping estimate will be given, but is subject to change due to shipping company charges at time of completion. Another estimate will be given at time of completion and the client will be responsible for shipping upgrades or additional shipping charges from original shipping estimate. Estimates are valid for 48 hours. Hardwood Reclamation recommends that customers look up shipping rates and fees and set up shipping on their own, so that they feel comfortable with the courier and can communicate with them throughout the process. **IF Hardwood Reclamation takes on the responsibility of helping with setting up shipping, then Hardwood Reclamation is NOT liable for any damages that occur with shipping or delivery dates. Our sole responsibility is to make a custom piece, pack, and ship out.
**Hardwood Reclamation recommends shipping ALL larger items and tables over 4 feet long via Freight (or utilizing a white glove shipping service) to avoid shipping damages. Although Hardwood Reclamation packages all items to shipping code, larger items are more prone to being damaged during the Ground shipping process/method. If a customer still chooses to ship a qualifying larger item (ex. a table up to 5' long x 36" wide) via Ground and it becomes damaged, but is packaged properly, the customer accepts liability for the claim. If the item is shipped via Freight, then Hardwood Reclamation will help the buyer with the claim, call tag, refund, or compensation. Once an item is approved by the customer (via photo) and sent, any additional changes that the customer may want to their items are the sole responsibility of the customer and not Hardwood Reclamation (cuts, stain color, etc...). Exact dimensions and specific cuts must be communicated via email. If a buyer/customer is dis-sastified with the arrival of the item and has complaints that solely have to do with "shipping" then Hardwood Reclamation isn't liable and all complaints need to be taken up with the shipper/courier.
If a customer chooses to ship a live edge slab or a live edge item/piece of furniture via Ground. Broken off bark or chipping in the "sap wood" of the live edge during the shipping process, doesn't consist of an item being broken. This is a simple fix that consists of the customer lightly sanding the damaged or chipped portion with sandpaper and a sealant of their choice. If an item is damaged, Hardwood Reclamation needs to be notified immediately so that we can review the photos and either choose to file a claim OR to replace the item. -PLEASE contact Hardwood Reclamation as soon as possible and before leaving any negative feedback. We are a small business and family owned and rely heavily on reviews. We will work with you to resolve the situation.
Change of address/location: If a customer moves or changes their address after the order is placed, it is on the customer to make sure that Hardwood Reclamation or FedEx has their correct address. If the item is shipped to the wrong location/address, due to the customer not changing or notifying Hardwood Reclamation before shipment, then the responsibility is on the customer to contact the courier and re-route the package to their location. Any fees associated with the shipping change are on the customer and not on Hardwood Reclamation.
Refunds and Exchanges
Wood is a natural material, and as such, is subject to slight checking, cracking and movement. While we will do everything in our power to minimize the chances of these occurring, it is not considered a defect in craftsmanship and Hardwood Reclamation cannot be held responsible for these naturally occurring events. *Humidifiers can be helpful to prolong the life of your item. Additionally as with any wood furniture extreme heat, cold, or condensation has the tendency to create issues with the finish of the product.
*Returns will be based on the following and must be made within 60 days of receipt and Hardwood Reclamation must be notified as soon as there is concern with any table (major warping or cracking).
1) Damage During Shipping:
Customers should carefully inspect all items at the time of delivery and note any obvious damage on delivery receipt. Damage during shipping must be reported to Hardwood Reclamation within 3 days of receipt. Hardwood Reclamation must see photos and proper documentation as proof of damage. We will work with the shipping company to have the item picked up for return, and can either issue a refund or begin the replacement piece. If the customer decides to have a replacement piece made, then the refund if void after construction begins of the new item. If a customer contacts Hardwood Reclamation and reports damage, but doesn't follow up their report by calling/emailing us with all proper documentation within 10 business days, then the customer is liable for filing the claim with the courier and Hardwood Reclamation will not be held liable. If the customer choses to use their own shipping company, then the customer is 100% liable and responsible for the claim process.
2) Naturally Occurring Changes:
If one of the naturally occurring events described above (checking, cracking or movement) occurs to your piece and you deem it unacceptable, it is at the discretion of Hardwood Reclamation to accept the item for return. The customer has to notify Hardwood Reclamation of the issue within 60 days of the purchase. If Hardwood Reclamation accepts the return, a replacement item will be given, however, the client will be responsible for the original, and return, shipping and handling charges.
3) Defects in Craftsmanship:
If Hardwood Reclamation deems that there has been a defect in craftsmanship, we will provide you with a replacement item or a full refund of all product and shipping charges as agreed between client and Hardwood Reclamation.
4) Change of Order/ Cancellation:
Hardwood Reclamation understands that hardships occur and that sometimes, due to financial obligations or other reasons, a customer may want to cancel or do a last minute change to their order (downsizing, change of wood, stain color, etc...). If this occurs, the customer is liable for all fees that apply to the change or cancellation. If a project has already been started and the customer has been made aware that their piece is being constructed, but yet the customer chooses to cancel, then the customer wouldn't be eligible for a refund.
*We are family owned and run. We don't have items in stock and do everything by hand. We purchase wood from various sources to build custom pieces for customers. If there is any change to an order, contact us immediately so that both parties can make the necessary changes or work something out.
Additional Policies and FAQs
Wood, like all natural materials, has inherent dispairites in color and grain pattern. Because of variations caused by nature, over which the company has no control, Hardwood Reclamation does its best to match colors and finishes and can send you pictures of your product during various stages of the production process and prior to shipping. Please keep in mind, however, that while Hardwood Reclamation does its best to represent your product in pictures, it is possible for your actual piece to look slightly different in shade or sheen upon delivery.
*Slabs are "real" wood, wood was once a living organism, wood can move and there may be some movement over time, your slabs were kiln dried, and should fit perfectly to your project, however; if trimming, cuts, extra wiping down, etc... needs to be done in your home, Hardwood Reclamation isn't responsible. All customers need to wipe down all slabs weekly for the first few months. This adds natural moisture/nutrients to the wood and keeps it sealed, it also allows to wood to properly acclimate to the customers home. Wood should be stored for 3-5 days in a climate controlled setting before installing. All customers should seek professional advice before installing their slabs. Thank you and enjoy your new furniture!
Please feel free to contact us if you have any questions regarding our policies.