Shipping Policy

How freight and handling charges are determined for your order.

When you check out, you can view the shipping and handling charges for your order before completing your purchase. Freight rates fluctuate with carrier and fuel costs; in the rare case that actual shipping and handling charges exceed the amount shown at checkout, we will contact you before proceeding. Your state or province may require tax to be applied to shipping and handling charges.

Shipping by Product Category

Orders including Primed MDF products and/or fabricated products such as custom wood radius work or resin mouldings require a custom freight quote. Please contact Customer Service for a Freight & Handling quote on these orders.

The Customer is responsible for all freight charges. It is the responsibility of the Customer to confirm that the delivery address meets the criteria for a business. Any subsequent charges applied by a carrier for Residential Delivery, Redelivery, Lift Gate service, etc. will be the responsibility of the Customer and may be invoiced 2–4 weeks after delivery.

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International Orders

Online orders can be delivered worldwide. However, some products — especially large items — are not available for shipment to all countries. Check the product and shipping notes as you shop. If your country is not listed at checkout, your order cannot be delivered there.

Tax and duty fees may be charged by your country when your order arrives. Those additional charges are your responsibility. In the rare case that shipping and handling charges exceed the amount shown at checkout, we will notify you.

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Residential Deliveries

Residential shipping with Less-Than-Truckload (LTL) is a preferred method for getting heavy and long-length shipments to residential customers and jobsites. Drivers are not allowed or responsible for delivering the order to the doorstep or placing it in the garage. The consignee must have capable help or equipment to unload the truck. The master crate or top load can be opened to remove the contents. All residential consignees are responsible for receiving their orders professionally. For support, call your White River customer service team member at 1-866-967-2948.

Residential Delivery Fees

A residential delivery fee is an additional service charged by the freight carrier for any shipment delivering to a residence. Because LTL shipping uses dry vans and larger trucks, maneuvering residential streets requires special handling. This charge varies by carrier — ask your customer service team member about residential fees before you ship. If quoted before shipping, the information will appear on the Bill of Lading used at pickup.

Liftgates

Because most LTL shipments are loaded and unloaded on docks, a liftgate is needed for all residential pickups and deliveries. The carrier needs this information before making the delivery, since not all trucks have liftgates. A special truck must be dispatched, so it's important to have this information on the BOL before pickup or delivery is attempted. As with residential charges, liftgate charges apply.

Delivery Appointments

Before making a residential delivery, the freight carrier will call to confirm the delivery time window. It is vital to have the correct contact name and phone number on the BOL. Residential freight appointments typically add an extra day of transit, with possible further delays if the carrier cannot reach the consignee. Setting the delivery appointment can only be done by the carrier and is included in the residential charge.

Inside Delivery

LTL freight carriers are not white-glove movers. Due to liability, LTL carriers and their drivers cannot enter a residence under any circumstances. An additional paid service called Inside Delivery can bring freight to a porch or garage — closer to the house than the street or curb — but never inside the home.

Every effort will be made to minimize Freight & Handling charges. White River Hardwoods may contact the Customer with a recommendation to revise the shipment method at the time an order is packaged if a lower cost may apply.

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Receiving Your Shipment

Our terms of sale are FOB Fayetteville. The responsibility for damage in transit is the carrier's, whether visible or concealed. It is the responsibility of the recipient to verify the condition of goods received and note any shortages or damage on the carrier's documentation at the time of delivery.

• Inspect your shipment immediately. Insist that visible damages be indicated on all copies of the freight bill.
• Open boxes within 15 days of delivery, inspect for concealed damages, and report any discrepancies. No adjustments will be made for discrepancies not reported within 15 days of receipt.
• For a damaged LTL shipment, retain all packaging and notify the delivering carrier immediately. The carrier may wish to inspect the material. Call the carrier and confirm with a written report, keeping a copy for claim purposes.
• For a damaged FedEx package, retain all packaging and notify White River immediately.
• Claims of damages must be made to the carrier within 15 days of receipt of delivery.

We take every precaution to ensure safe arrival and have consulted with carriers to develop our packaging. Our responsibility for the goods ceases when the shipment is turned over to the carrier.

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Returned Goods Policy

Stock mouldings cannot be returned without prior approval. Call for an RGA number and clearly mark the outside of package(s) with that number. Mouldings will not be credited that are (1) marked on, (2) modified in any way, (3) exposed to excessive sun or moisture, or (4) have sheetrock mud, primer, stain, or job-site damage. For stock mouldings to receive credit, mouldings must be in resalable condition.

Returns are FOB Buyer and are subject to a minimum 20% restocking charge. Loose mouldings will be accepted only if they are 8′ or longer, unless in original plastic covering. No returns allowed after 60 days from date of invoice. After 60 days, if a return is allowed at White River's discretion, the restocking charge increases by 10% per month. White River reserves the right to refuse any return.

All carvings must be in original packaging or still carded with the seal unbroken. White River will not accept carded carvings that have been opened.

• Do not return any product without prior authorization.
• Call Customer Service to obtain a Return Goods Authorization number (RGA#). We will email a shipping label that must be used.
• Returned products must have packaging equal to original factory packaging, with adequate protective padding and cardboard securely fastened. White River is not responsible for damage caused by insufficient packaging.
• Special order and custom-manufactured items cannot be returned.
• Return merchandise will not be accepted from the carrier unless returned freight prepaid within 15 days of the return authorization date. Packages must be clearly marked with the RGA number.