Shipping, Returns, Terms and Conditions
Please note: Due to hardwood market fluctuations and changes in freight and handling costs, our prices are subject to change without prior notice in order to reflect the market conditions.
Refunds & Replacements
We stand behind our product and ask our customers to contact us when things do not look right. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. We accept returns on the following terms:
All returned goods must be authorized by North Castle Hardwoods using a Return Goods Authorization "RGA" form. The buyer is requested to fill out the RGA form and submit it to North Castle Hardwoods (NCH) for returns, exchanges, refunds, or replacement.
If your product arrives in damaged packaging, please take a picture of the packaging before opening it.
If your item arrives damaged, whether or not the packaging is intact, we will refund or replace it at no cost to you.
Please photograph the damage and email us at email@example.com, along with your order number.
We will respond to your email within 2 business days and send your replacement item as soon as we can. We will let you know whether or not we would like you to send the damaged item back to us, and will send you a prepaid return shipping label if necessary.
Wrong or Defective Items
Wrong Item: Goods received are not according to what was ordered, i.e. wrong thickness, width, length or grade.
Defective Item: Products show defects caused by lumber drying and/or manufacturing process prior to shipment.
If a wrong or defective item was sent, we will do our best to make it right. We will replace wrong items or defective items sent at no cost to you. Please photograph the item(s) you received and email us for a return authorization form.
Issues with Quality
We carefully monitor the quality of our lumber production from logging all the way to final surfacing, and take pride in offering you boards graded to the highest standards on the US market.
Please bear in mind that wood products are natural and subject to variation or color, grain, pattern, and texture. Review our Grading and Quality page for more details on what to expect from our lumber products.
If you are unsatisfied with the quality of your order, please contact us and we will resolve the issue to the best of our ability.
Other Returns, Refunds, or Exchanges
If there is not a problem with your order but you would still like to return or exchange it, please contact us within 30 days of receiving your order to request a return. We will accept returns or exchanges on products if the following conditions are met:
- Product is in original condition with no damage.
- Buyer initiates the return within 30 days of receiving the item, as determined by UPS or USPS tracking number.
- Buyer pays return shipping (if applicable) and 15% restocking fee.
Contact us by email at firstname.lastname@example.org or by phone (847) 258-5772 to initiate your return. We will send you a link to our return authorization form.
You may also drop off returns at our physical warehouse if you call and schedule an appointment.
We will refund your original payment method within 5 business days of receiving your approved returned item.
Exchanges will be provided in the form of store credit. Buyer pays all shipping charges on exchanged items. We may waive the 15% restocking fee on items returned for store credit.
Exceptions and Custom Orders
We may not accept returns on custom orders. A custom order is an order placed with us for a product that is cut or made to a customer's specifications, not a standard product available for sale in our webstore. Please contact us with concerns about your custom order.
We cannot accept returns on gift cards or gift certificates.
You can always contact us with questions about your return at email@example.com
Is your packaging secure?
We care about the product you order from us and want it to arrive in perfect condition. All orders will be packaged wrapped in a foam sheet and tightly sealed in weather and humidity resistant poly bag for protection from shocks, impacts and moisture.
How much does shipping cost?
Orders that value $150 or more ship for free! Our $14.95 flat rate shipping applies to order values up to $149.99. Free shipping and flat rate shipping apply only to standard shipping rates. Free shipping and flat rate shipping excludes: expedited shipping, international shipping, shipping to Canada, shipping to Hawaii or Alaska, LTL shipment, and orders from the Hardwood Lumber category.
When will my order ship?
If your item is in stock when we receive your order, we will process and ship as quickly as we can. We ask that you allow 5-7 business days to process your order. Please note that most items are cut and finished to order and require extra handling time. Please allow an additional 3-5 days for delivery via UPS or USPS.
If any issues arise filling your order and we cannot ship it within 7 business days, we will contact you with the details.
What if an item is on backorder?
If an item in our webstore is designated "on backorder," it means that we don't have it in stock at this moment, but expect it to be in stock within the next 2 weeks. You may place the order and we will contact you when it is available for shipment. If you would like to cancel a backordered item, you may do so anytime before we notify you of the shipment.
Can I change or cancel an order?
Once an order has been placed, you may change or cancel the order within 12 hours, as long as we have not shipped it yet. Please call us with any modifications or to cancel an order. You may also cancel the order when you log in with your customer account on our website.
Do you offer local pickup?
Yes we do! If you would like to pick up at our warehouse in Arlington Heights, IL, please select "local pickup" at checkout to avoid paying shipping fees. Please wait to come to our location until we contact you letting you know your order is ready to pick up.
Do you offer Express/Rush/Overnight shipping?
Please call us at 847-258-5772 to request expedited shipping rates. We cannot guarantee that expedited order fulfillment or delivery will be available.
Do you ship to P.O. Boxes?
We prefer to ship to a physical address (business or residence) and not to a post office box. Depending on your package size and weight, items shipped to P.O. Boxes may be returned to us as undeliverable. If a package is returned to us as undeliverable, the customer will need to pay to ship it out again to a new address. Please specify a physical address on your shipping information rather than a P.O. Box.
Do you ship to Canada?
We do ship to Canada, but must take those orders manually rather than through our ecommerce storefront. Please contact us to request a custom shipping rate.
Do you ship International?
At this time we only ship our products within the United States and Canada. But please feel free to contact us and ask for updates.
Do you ship LTL/Truck Rate to Residences?
Our carriers can deliver most packages to most locations, including residences.
Very large packages that weigh more than 150 lbs., or are of an unusual size, must be shipped by common carrier. These items will be charged based on weight, distance, and the actual rates we receive from the common carrier/LTL shipping company. In most cases, these can be delivered to your residence.
When your item is shipped via LTL/common carrier, the carrier will contact you to arrange delivery.
If the shipment is to a residence or if lift gate service is required, additional fees may be charged by the freight company.
Truck shipments will be delivered as closely as possible to your location, though in some cases the carrier may not be able to provide delivery at your home. In that case, you will need to make arrangements to remove your item from the back of the truck.
Delivery to a shipping hub close to you may also be possible, then you will need to arrange for your own transport to your home.
Our customer service team is happy to help with any inquiries or estimates related to shipping, and can be reached at 847-258-5772.
After your item arrives, you will need to sign a Bill of Lading to verify that it was delivered complete and without any damage. If you notice any signs of potential damage or suspect that your item may have been damaged in transit, make a note on the delivery BOL as a precaution. If the item appears to be severely damaged or unusable, you should refuse to accept delivery. Please contact us as soon as possible if there is a problem with your shipment.
Website Terms & Conditions
This website is operated by North Castle Hardwoods (NCHW). Throughout the site, the terms “we”, “us” and “our” refer to North Castle Hardwoods (NCHW). NCHW offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.
By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.
Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.
Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.
Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.
SECTION 1 - ONLINE STORE TERMS
By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.
You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).
You must not transmit any worms or viruses or any code of a destructive nature.
A breach or violation of any of the Terms will result in an immediate termination of your Services.
SECTION 2 - GENERAL CONDITIONS
We reserve the right to refuse service to anyone for any reason at any time.
You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.
You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the service is provided, without express written permission by us.
The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.
SECTION 3 - ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION
We are not responsible if information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk.
This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.
SECTION 4 - MODIFICATIONS TO THE SERVICE AND PRICES
Due to hardwood market fluctuations and changes in freight and handling costs, our prices are subject to change without prior notice in order to reflect the market conditions.
We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.
We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.
SECTION 5 - PRODUCTS OR SERVICES (if applicable)
Certain products or services may be available exclusively online through the website. These products or services may have limited quantities and are subject to return or exchange only according to our Return Policy.
We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any color will be accurate.
We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at anytime without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited.
We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.
SECTION 6 - ACCURACY OF BILLING AND ACCOUNT INFORMATION
We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e‑mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.
You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.
For more detail, please review our Returns Policy.
SECTION 7 - OPTIONAL TOOLS
We may provide you with access to third-party tools over which we neither monitor nor have any control nor input.
You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools.
Any use by you of optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).
We may also, in the future, offer new services and/or features through the website (including, the release of new tools and resources). Such new features and/or services shall also be subject to these Terms of Service.
SECTION 8 - THIRD-PARTY LINKS
Certain content, products and services available via our Service may include materials from third-parties.
Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third-parties.
We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.
SECTION 9 - USER COMMENTS, FEEDBACK AND OTHER SUBMISSIONS
If, at our request, you send certain specific submissions (for example contest entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.
We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion are unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.
You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libelous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e‑mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.
SECTION 10 - PERSONAL INFORMATION
SECTION 11 - ERRORS, INACCURACIES AND OMISSIONS
Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).
We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.
SECTION 12 - PROHIBITED USES
In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.
SECTION 13 - DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY
We do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free.
We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable.
You agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you.
You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service are (except as expressly stated by us) provided 'as is' and 'as available' for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.
In no case shall NCHW, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.
SECTION 14 - INDEMNIFICATION
You agree to indemnify, defend and hold harmless NCHW and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.
SECTION 15 - SEVERABILITY
In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.
SECTION 16 - TERMINATION
The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.
These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.
If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).
SECTION 17 - ENTIRE AGREEMENT
The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.
These Terms of Service and any policies or operating rules posted by us on this site or in respect to The Service constitutes the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).
Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.
SECTION 18 - GOVERNING LAW
These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of United States.
SECTION 19 - CHANGES TO TERMS OF SERVICE
You can review the most current version of the Terms of Service at any time at this page.
We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.
SECTION 20 - CONTACT INFORMATION
Questions about the Terms of Service should be sent to us at firstname.lastname@example.org