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Cancellation Policies- online Orders

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.