Refund policy
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.
Damaged Items
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 hardwoods@northcastlehw.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 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 hardwoods@northcastlehw.com 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 hardwoods@northcastlehw.com