Products can only be returned with prior approval and must have a Return Goods Authorization (RGA) number. Under the following circumstances, products may not be returned for credit:

1. Are marked on
2. Are modified in any way
3. Have been exposed to excessive sun or moisture
4. Have sheetrock mud, primer, stain, "job site damage"
5. 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.

Resin - Information

• Solid wood curved mouldings can be manufactured for most of our profiles from in-stock hardwood.

• Resin mouldings can be manufactured for crown, case, base, chairrail and panel mouldings. Resin mouldings can be painted or stained and will offer a cost savings over solid wood. Many mouldings on curved wall applications are only available in flexible resins.

• The maximum length of Resins is 12’, minimum length is 5’ and all resins are sold by the whole foot (no half feet). • Resins can be used for interior and exterior work. When used as exterior trim, opulent applications can be applied with complete weatherability.

• Original resin moulds are cast from Poplar or Maple. See Price List for those available in Red Oak. Customer is responsible for mould charges if a specific profile has not been cast by White River.

INFORMATION TO ORDER CURVED MOULDINGS

CASINGS l Solid Wood or Resins

• True half-circle - inside radius or diameter

• Arch (eyebrow or segment) - inside rise and span or template

• Ellipse - template only • Profile number, species, lengths, and count

BACKBANDS l Solid Wood or Resins

• Radius on main casing that backband is to attach to

• Type of curve (arch, ellipse, or half-circle) • Profile number, species, lengths, and count

CROWNS l Solid Wood or Resins

• Is wall concave or convex? • Radius of wall

• Piece count and length of moulding needed (add for waste)

• Profile number, species, lengths, and count

LINEAL MOULDS, FRIEZES AND CHAIRRAILS l Resins only

• If these are used horizontally on curved walls then they will not need to be pre-cast. Only lineal footage is needed. To use as Casing, refer to Casing information.

BASEBOARDS l Resins only

• If baseboards are being used in baseboard applications or as part of a crown application on a wall, then baseboards do not need to be pre-cast to a radius. They are ordered as straight pieces and only total lineal footage is needed.

• If baseboards are used as casing or as part of a crown detail where they lay out on the ceiling (not on the wall) then the information under casing will be needed.

PANEL MOULDS l Solid Wood or Resins

• Solid wood panel mouldings can be manufactured for flat wall arch panels, clipped corners and paneled wall applications.

• If the panel mould is used with curved wall application, then straight resin moulding should be ordered.

FINISHING RESIN MOULDINGS

Our resin mouldings are easy to install and finish. They are manufactured with a latex-based primer coat. This helps the finish to adhere to the profile. There are numerous finishes on the market, and many ways to apply them. There are also climatic reasons that can alter how finishes are applied and dry. Most of the time, resins can be finished with the same process as the finishing of hardwood mouldings. Please test a small sample to see that the finishes you are applying adhere.

NOTE:
Always test your sample before final finishing. Always apply finish to Resin/FLEX after installed as moving or bending will cause cracks in finish. Do not use catalyzed painting systems or conversions lacquers as these or similar finishing techniques may cause cracking on RESIN/FLEX products.

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.
• Finium Wall: Shipping Charges are 10% of the total sale.
• 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 before making the pickup/delivery because not all trucks have liftgates on them. A special truck will need to be dispatched to accommodate the residential streets as well as liftgates, so it’s important to have this information on the BOL before pickup or delivery is attempted. Same as the residence charges, liftgate charges will be applied for pickup.

Residential Delivery & Appointments

Before the freight carrier makes a residential delivery or pickup, they will call the shipper/consignee to confirm the pickup or delivery time window. Because residences are not proper businesses, their hours fluctuate more than the standard 8am-5pm offices. This makes it vital to have the correct contact name and phone number on the BOL. It’s important to note the appointment for residential freight because this will add an extra day of transit in most instances, and possible further delays if the carrier can’t get in touch with the shipper/consignee to set the appointment. Setting the delivery appointment can only be done by the carrier, and is included in the residential charge, making it different from a notify consignee accessorial.

Inside Delivery

A common misconception with residential LTL shipping is that the freight carrier is a moving company, and will come into your house, pack up what you need to move, and put it on their truck. This is absolutely false. LTL freight carriers are NOT white glove movers. Because of liability issues, LTL carriers and their drivers cannot enter a residence under any circumstances. For residential shipping, the freight will need to be packaged and on the street or porch for the carrier to handle the freight. However, there is an additional service that can be paid for called Inside Delivery. Contrary to its name, the freight carrier STILL can’t take the freight inside your house. Instead, Inside Delivery can be used to pick up or delivery freight to a porch or garage – closer to the house than the street or curb.

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.

It is the responsibility of the recipient to verify the condition of the goods received and note any shortages or damage on the carrier’s documentation at the time of delivery. 

1. Our terms of sale are FOB Fayetteville. The responsibility for damage in transit is the carrier’s, whether it is visible or concealed damage. 
2. Inspect your shipment immediately. Insist that visible damages be indicated on all copies of the freight bill.
3. 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.
4. In case of a damaged LTL shipment, retain all packaging and notify the delivering carrier immediately. The carrier may wish to inspect the material. Place a phone call to the delivery carrier and confirm with a written report, holding a copy of the report for claim purposes.
5. In case of a damaged Fed Ex package shipment, retain all packaging and notify White River immediately.
6. We take every precaution to ensure safe arrival and have consulted with the carriers to develop packaging. Our responsibility for the goods ceases when the shipment is turned over to the carrier.
7. Claims of damages must be made by you to the carrier within 15 days of receipt of delivery.

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, (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 return is allowed at White River’s discretion, the restocking charge will increase by 10% per month. White River has the right to refuse any return. All carvings must be in original packaging or still carded with seal unbroken. White River absolutely will not accept carded carvings that have been opened.

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

Monday through Friday, 8:00 a.m. — 5:00 p.m. Central Standard Time

Phone: 800-558-0119

email: sales@whiteriver.com

1197 Happy Hollow Road

Fayetteville, Arkansas 72701 (map)

Toll Free: (800) 558-0119

Phone: (479) 442-6986

Fax: (479) 444-0406