Shipping & Returns

Last Updated: Nov 25th, 2025

1. Acceptance of Terms

By placing an order with Unique Wood Products (via website, phone, or invoice), the Customer agrees to be bound by the terms outlined below. Due to the custom manufacturing nature of our business, these policies are strictly enforced to ensure the quality and timeliness of all projects.

2. Production Lead Times vs. Shipping Times

Please distinguish between Production Time (the time required to mill your order) and Transit Time (the time the carrier takes to deliver).

• Stock Items: (e.g., Standard 8070 Straight Treads in Red Oak) typically ship within 3-5 business days.

• Custom Orders: (e.g., Winder Treads, Landing Platforms, Retro-Fit Treads, or specific wood species) are made-to-order. Standard production lead time is [Insert Time, e.g., 2-3 Weeks].

• Expedited Production: Rush milling may be available for an additional fee. Please contact our office prior to ordering.

Note: Production times are estimates and not guarantees. Unique Wood Products is not liable for labor scheduling delays caused by manufacturing or shipping fluctuations.

3. Shipping Methods & Logistics

We utilize both Ground Shipping (FedEx/UPS) for small parcels and LTL (Less-Than-Truckload) Freight for bulk orders.

A. LTL Freight Delivery (Palletized Orders)
Most stair part orders (treads, risers, landing platforms) are heavy and must ship via freight truck.

• Curbside Delivery Only: The driver is not responsible for carrying products into your home, garage, or job site. They will lower the pallet to the curb or driveway end.

• Accessibility: Trucks are often 53-foot tractor-trailers. If your delivery location is on a narrow street, cul-de-sac, or unpaved road, you must notify us beforehand. If the truck cannot access your site, you may be required to pick up the shipment at the nearest freight terminal.

• Unloading: We recommend having at least two people available to break down the pallet and move materials indoors immediately upon arrival.

4. Receiving & Damage Inspection (CRITICAL)

Your signature on the Bill of Lading (BOL) is a legal acknowledgment that the product arrived in good condition.

A. The Inspection Process

1. Inspect BEFORE Signing: You must inspect the exterior of the packaging for tears, crushed corners, or broken pallets while the driver is present.

2. Notate Damage: If you see any damage, you must write “DAMAGED” and describe the issue on the Driver’s Delivery Receipt/BOL.

3. Take Photos: Photograph the pallet before and after opening.

4. Refusal: If the shipment is catastrophically damaged, refuse the delivery and contact us immediately.

B. Concealed Damage
If you sign for the shipment as “Clear” but later find damage inside:

• You must report it to Unique Wood Products within 24 hours of delivery.

• Failure to report within this window will result in the denial of the claim, as the carrier will assume damage occurred on the job site.

5. Returns & Refunds Policy

A. Custom & Made-to-Order Items (Non-Returnable)
All items requiring specific configuration are considered Final Sale. This includes, but is not limited to:

• All Stair Treads cut to specific lengths (e.g., 50″, 62″).

• All Pie-Shaped / Winder Treads.

• All Landing Platforms.

• Items milled in specific species (Hickory, Walnut, etc.).

• Reasoning: These items are manufactured to your specific project requirements and cannot be resold.

B. Stock / Standard Items
Standard, unaltered items may be returned within 30 days of delivery, subject to the following:

• Restocking Fee: A 25% restocking fee applies to all approved returns to cover handling and inventory costs.

• Return Shipping: The customer is responsible for all return shipping costs.

• Condition: Items must be returned in their original, uncut, unfinished, and saleable condition.

6. Order Cancellation

• Standard Orders: May be cancelled for a full refund within 24 hours of placement.

• After 24 Hours: If production has begun (wood has been cut), the order cannot be cancelled.

• Freight Cancellation: If an order is cancelled after it has shipped, the customer is responsible for round-trip freight charges and the restocking fee.

7. Natural Wood Disclaimer

Wood is a natural, organic material. By purchasing from Unique Wood Products, you acknowledge that:

• Variation: Differences in grain pattern, color tone, and texture are inherent to hardwood and are not considered defects. A sample or photo seen online is a representation, not an exact match.

• Mineral Streaks & Knots: Depending on the grade selected, small mineral streaks or pin knots may be present and are a mark of authenticity.

• Returns based on natural variation (e.g., “The grain is too dark”) will not be accepted.

8. Acclimatization & Installation Liability

Hardwood is hygroscopic (absorbs moisture).

• Acclimatization: All wood products must be allowed to acclimate in the installation environment (HVAC running) for a minimum of 3-5 days prior to installation.

• Liability: Unique Wood Products is not liable for warping, cupping, or cracking that occurs post-delivery due to improper storage, failure to acclimate, or installation in environments with uncontrolled humidity.