Products cannot be returned without prior approval and must have a Return Goods Authorization (RGA) number. Under the following circumstances, products may not be returned for credit:
- Are marked on
- Are modified in any way
- Have been exposed to excessive sun or moisture
- Have sheetrock mud, primer, stain, "job site damage"
- Returned 60 days after invoice purchase date
Returns are F.O.B. Buyer and are subject to a 20% restocking charge. To receive credit for stock products, product must be received in re-sellable condition. Custom mouldings and custom woodcarvings are not returnable under any circumstances. If returned products are received damaged due to poor repackaging, no credit will be processed. It is imperative that items are not returned in their original packaging without a thorough inspection as more fill may be needed to boxes of carvings or additional wrapping for mouldings may be necessary to prevent return shipment damage. Please call 1-800-558-0119 and speak to our Customer Service Representative to request an RGA.
*Claims for packages marked "delivered" must be filed after 5 days and before 15 days from the date the package was marked "delivered." Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 days (20 days for international) and within 30 days from the last checkpoint.
When you check out, you can view the shipping and handling charges for your order. In the rare case that shipping and handling charges exceed the amount shown, we will notify you. The state or province may require tax to be applied to shipping and handling charges.
WhiteRiver.com uses multiple shipping rules to determine shipping and handling charges. The shipping rules are listed below. Please see your shopping cart for an estimate of the exact shipping charges for your order.
- All Carvings: Ship FREE via FED EX within the 48 contiguous United States - Except for Trade Orders.
- White River Specialty Mouldings (Mon Reale, Embossed and Traditional): Freight calculated on destination with a minimum of $45. For LTL orders a separate quote will be emailed.
- Acoustic Panels: Ship FREE via FED EX within the 48 contiguous United States
- Tambour and Luxor Collection: Shipping Charges are 6% of the total sale.
- Composition and Plaster Products: Shipping Charges are 15% of the total sale. These products are custom and non-returnable.
- Plaster Medallions: Shipping Charges are 15% of the total sale and a $75 Crate Fee. These products are custom and non-returnable.
- Urethane: Shipping Charges are a minimum of $25.
International Orders
Online orders can be delivered worldwide. However, some products, especially large items and items that contain fuel or other hazardous chemicals, are not available for shipment to other countries. To be sure, 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. Mouldings ships to most countries.
- International Tier: Shipping Charges are 30% Minimum Charge of order. In the rare case that shipping and handling charges exceed the amount shown, we will notify you.
Handling Charges
Handling charges may be determined by applying the Minimum Charge or by calculating a percentage of the Net Order Total, whichever is greater, using the following FedEx Ground or LTL tables and adding any appropriate fees that will apply for a particular shipment. Note that the Net Order Total is based on the White River Hardwoods (WRH) net cost to the customer, not the customer’s net cost to a builder, homeowner, etc.
The following calculations of Freight & Handling charges DO NOT APPLY to orders including Primed MDF products and/or Fabricated Products such as custom wood radius work or resin mouldings. Please contact Customer Service for a Freight & Handling quote for orders including exceptions.
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 freight 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.
Residential Deliveries
Residential shipping with Less-Than-Truckload (LTL) is a preferred method to 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 in the garage. The consignee must have “capable help or equipment” to unload the truck. Consignee must unload truck using labor or equipment, the maser crate or top load can be opened to get the contents out. All residential consignee (customers) have responsibility for receiving their orders in a professional manor. For more support on this please call your White River customer support team member.
What’s a residential delivery fee?
A residential delivery fee is an additional service offered by the freight carrier for any and all shipments that are delivering to a residence. As LTL shipping uses dry vans and larger trucks, sometimes it can be difficult to maneuver residential streets. Delivery will be separate charges– so there will be a residential delivery charge.. This charge fluctuates depending on what freight carrier you are using to move your shipment, so ask your customer service team member how much residential fees will be before you ship. If you’re quoted with residential pickup/delivery before you ship, the information will be on the Bill of Lading used at pickup.
What’s the deal with liftgates?
Because most LTL shipments are loaded and unloaded on docks, a liftgate will be needed for ALL residential pickups and deliveries. The carrier will need this information befo
