POLICIES

Excelsior is committed to making the best quality wood products for our customers. When our customers come to us with a concern about their order, we always do our best to resolve the matter in a way where both parties feel satisfied. Please read our cancellation policies below prior to placing your online orders.

(NOTE: These policies are in reference to online orders only. Custom orders placed through the shop directly will be subject to the terms and conditions agreed upon in the estimate specific to each order.)

Damages: Any items that arrive damaged will be covered under carrier insurance for amount to replace the item. Excelsior will require photos and descriptions of your concerns in writing prior to issuing a replacement of any damaged products. Excelsior does not accept responsibility for damages incurred during handling by third party shipper. All issues with shipping damages must be handled directly with the carrier.

Order Changes: All order changes must be submitted in writing. Any added items could affect the lead time of your order. We will contact you with a new estimated shipping date if production time of your order increases due to changes.

Refunds: Excelsior orders are non-returnable and non-refundable. Any requests for refunds must be in writing with photos provided to be considered and will be subject to restocking fees.

Cancellations:  All online orders are final once products are delivered or picked up from our facility. All orders are subject to cancellations within their own allotted time period. Please see item specific policies below for cancellation policies and restocking fees.

Wood Briquettes: Orders on briquettes can be canceled at any time prior to leaving our facility, but will be subject to a 15% restocking fee.

Home Decor: Home decor and furniture items can only be canceled prior to production. Orders canceled after items are produced, and prior to shipping, will be resolved on a case-by-case basis. Customers will be susceptible to a 50% restocking fee if cancellations occur.

In-Stock Lumber:  Orders on in-stock lumber can be canceled at any time prior to them leaving our facility, but will be subject to a 15% restocking fee.

Decking, Siding, Boards and Building Materials: All decking, siding, boards and building materials are not in-stock items. Orders can be canceled at any time prior to them leaving our facility ,  but will be subject to a 20% restocking fee.

All concerns regarding online orders can be directed to Michelle at michelle@excelsiorwood.com. Any and all concerns must be submitted in writing. If you need to call us, we are available during office hours to answer any questions, however, all official requests for cancellations and refunds must still be submitted in writing to be considered.

Excelsior shipping policies will differ depending on the item purchased. Please read our shipping policies pertaining to your items prior to finalizing your order.

(NOTE: These policies are in reference to online orders only. Custom orders placed through the shop directly will be subject to the terms and conditions agreed upon in the estimate specific to each order.)

Lumber Orders: Freight costs on lumber orders are based on quantity and third party carrier quotes. Orders ship FOB from our shop and are delivered via common carrier, third party LTL, or UPS Ground based on size. Low quantity orders can be costly depending on location if sizes are too large to ship via UPS.

All freight charges on lumber orders are billed separately from online order placed. A member of Excelsior will contact you within two business days of receiving your order to discuss delivery options. Lead time of material shipping out to customer will vary based on material and trucking availability. No material will be released prior to final payment on orders.

Wood Briquettes: At this time, Excelsior only deliveries wood briquettes within New York State. Shop pickups available Monday-Friday 7:00am-3:00pm and Saturday 10:00am-4:00pm. Shipping on wood briquettes will be billed separately. We will contact you within two business days of receiving your order to discuss delivery options.

Home Decor Items: All home decor items will ship UPS Ground or USPS depending on best quote. Small item orders will ship 10-14 business days from when orders are placed. If you require quicker shipping, please contact us so we can try to accommodate your request.

Damages (Lumber): Any item(s) that arrives damaged will be covered under carrier insurance. Excelsior Wood Products LLC, is not responsible for any damaged products due to shipping. Please inspect all products upon arrival for discrepancies and damages prior to signing. If the order is short or damaged, please indicate on the delivery receipt. DO NO REJECT PRODUCT. An Excelsior representative will contact you once we are notified of the error in the order to discuss replacement options. Excelsior will require photos and descriptions of your concerns in writing prior to issuing a replacement of any damaged products.

Damages (Wood Briquettes): If there are packs of bricks deemed “damaged” upon opening a ton, please contact the office immediately. Excelsior will require photos and descriptions of your concerns in writing prior to issuing a replacement of any damaged products. Excelsior does not replace items damaged due to improper storage or handling of products after delivery.

Damages (Items Shipped UPS/USPS): Orders that arrive damaged via UPS/USPS, and require a signature, are subject to the same policies listed for Lumber orders (please see above). Orders that arrive damaged via UPS/USPS, and are not signed for, must be reported damaged within 48 hours of delivery. Responsibility will not be taken by carrier or Excelsior for damaged items due to insufficient space or coverage to protect packages delivered. Excelsior will require photos and descriptions of your concerns in writing prior to issuing a replacement of any damaged products.