Log Home Store Ordering and Shipping Information
The information that follows is for those folks who want to know all the 'ins and outs'. The essence is: You place and order online or by phone, we ship, you receive...similar to most online stores. What follows is return policies, International shipping information...that sort of thing.
So for those who need to know, there's a fair bit of information here, so grab a cuppa, hunker down and you'll learn about all there is to know about ordering, paying and shipping.
- Reduced Shipping Rates
- Secure on-line ordering
- International Shipping
- Shipment damage
- Price changes
We strive to keep shipping costs as low as possible. To find the shipping costs prior to submitting your order, simply input your 'ship to' location, and your shipping costs will be automatically calculated and displayed. There are a few exceptions such as some bulky items that we address below.
- If you have a specific shipping preference, please let us know. Otherwise we will choose the method, based on the information listed here.
- Please note that we occasionally will use the US Postal Service when the service or rates are advantageous and for most book and video orders.
- If expedited shipping is needed please contact us directly so we can discuss the various options available.
We do not offer COD.
Note: Shipments to Alaska, Hawaii, and Canada normally go by Mail with Alaskan shipments also going by barge when appropriate...UPS is beginning to be competitive in this market, thus we may be using them when appropriate...although Mail is still less hassle when going to Canada...and Mexico.
We currently offer 'Reduced' shipping rates to the contiguous (48) United States on orders of 250 pounds or more. Thus, five 5-gallon buckets of finish or chinking qualifies...as would a mix of tools, backer rod, buckets of finish, cases of chinking...as long as the total weight is over 250lbs.
Please note the following restrictions and limitations:
- Qualifying orders to residential addresses are charged a reduced fee, currently a 35% freight discount... a 'Good Deal' compared to normal shipping rates
- Qualifying orders to a commercial address are also charged a reduced fee, currently a 50% freight discount...less than the Residential Rate. In this case, Commercial means a business location with a forklift and operator available to unload truck.
- Orders must ship from our warehouse in one shipment. If we are out of stock on an item for your order, we will hold your order until that item arrives and then ship everything together. This may take 1-2 weeks so please order early whenever possible. If you ask us to ship a portion of your order or ship from a manufacturer’s warehouse, then normal shipping charges will apply and we will notify you of those charges for your approval.
- Copper products (post caps, jack wraps) are not included in this offer.
- At our discretion, Reels or large boxes of backer rod, manilla rope, oakum, wool insulation, and 5-gallon pails of AnchorSeal are not included in this offer. Discounted closeout items do not qualify for this offer.
What happens if I need to return something from an order where I got Reduced Shipping Rates? If your original order was large enough to receive reduced shipping rates from us we will deduct the actual cost of the subsidized freight for the item you are returning in addition to the restock fee of 15%.
If the item(s) you are returning would put your original order below the reduced shipping rates level, you will be responsible for paying the original actual subsidized shipping charge for the entire order in addition to the restock fee.
Item(s) subject to our return conditions (see below).
This site uses a secure on-line shopping cart system. With this system you can confidently order on-line as your credit card information will be transferred in an encrypted form. If you prefer to order off-line please click here.
Please Note: Heavy or bulky stuff...such as a 5 gallon bucket of chinking or finish can be cost prohibitive to ship outside the US...even to Canada.
Shipments outside the US generally ship by Mail and we will offer you both the Air or Surface shipping options, when available.
We can utilize a variety of carriers based on package weight, size and destination. The shipping charges incurred on your order do not include custom fees or import duties, which may be incurred when your package reaches your country. We have no control over these charges and cannot estimate the amount. We recommend you contact your customs office for specific information.
For orders going to Canada we generally find that shipping by Mail, whenever possible, incurs less custom/brokerage hassle and will arrive in a more timely manner over shipping UPS. (UPS has a habit of passing all items through a broker which in itself incurs a fee- then they tack on the custom fee etc.) To lessen the hassle, some Canadians ask us to ship to a Mail Box facility or friend on the US side of the border and then cross over to pick it up.
We currently do not ship to Nigeria, Indonesia and several other countries. If you're in doubt contact us.
We have much less control of what happens to items shipped out of the United States. There is little or no tracking ability, queries to UPS or the Postal Service cannot be initiated until 30 days after the package has shipped, and then it can take months for them to make a determination as to what happened. (and usually your package has shown up by this time).
When shipping to Canada we prefer to ship by Postal Service. UPS and Loomis have a policy of running everything through a border customs broker which can add $25-$30 to a shipment (plus several more days). We have heard that, at times, there are truck loads of packages waiting in long lines, to clear customs entering Canada. As some packages are not scanned at this point it's difficult to know when your shipment even crosses the border.
Not all is gloom and doom when shipping to Canada. Most smaller packages (books, videos, hand tools), arrive in under two weeks. It's the odd package that takes 4-6 weeks for no discernible reason that's so frustrating.
We have also been told by some Canadians that UPS has eased up on charges incurred on packages with a value of less than $100. We suggest you do your homework on this.
Merchandise must be inspected upon receipt and any damages or shortages must be reported to us immediately. Remember, shipping damage is often the responsibility of the shipping company (UPS, US Mail, common carrier) so please notify both the carrier and us with any damages. There is often a time limit for reporting any problems to the shipping company.
Most orders can be processed on the same day they are received but occasionally there may be a delay due to an item on backorder or an incredible number of orders received in a short period of time. We will attempt to notify you if there will be any extended delays on your order. When you place your order please make sure to include your telephone number and email address in case we need to contact you. Please expect a slight delay if you pay with a personal check due to bank processing time.
We accept Visa, MasterCard, Discover, AmEx, PayPal, money orders and checks. Cash is accepted as long as you bring it to our store/warehouse in person. We Do Not offer COD.
Unfortunately, prices are subject to change from time to time but we will contact you before fulfilling your order if such a change occurs. We strive to keep our web site up to date as to pricing, however our printed catalog often has seen several price changes throughout the year.
The item needs to be unopened, unused, and in the case of finishes, sealers, chinking, in the original container. Please contact us before you return any item.
Returns must be requested and authorized within 60 days of purchase and returned to our warehouse within 90 days.
Unauthorized returns may be refused. We need to be aware of what is coming back to our warehouse so we can properly process your return and credit your account.
Exceptions: There are no returns on any copper items. These are all custom made items. Opened videos & DVDS's are also non-returnable.
If your original order was large enough to receive reduced shipping rates from us, we will deduct the actual cost of the subsidized freight for the item you are returning in addition to the restock fee of 15%.
If the item(s) you are returning would put your original order below the free shipping level, you will be responsible for paying the original actual subsidized shipping charge for the entire order in addition to the restock fee.
Items are normally returned for one of these reasons:
You changed your mind, ordered the wrong color, item, size, amount or just plain ordered the wrong stuff.
In these circumstances:
You'll need to return the item to us withing the timeline above. We charge a 15% restocking fee plus any shipping fees that we may have subsidized (see above). This fee may be waived if you are swapping colors or sizes.
You may also forfeit any quantity discounts if the amount of returned products lowers your "true" order to below the quantity discount level. You'll also need to return the product to us and pay the shipping charges.
And finally, you'll be charged to ship the correct items to you, (in the case of changing your mind on colors).
All in all, it's much better to carefully calculate quantities, colors, sizes to reduce the chance of returns. We have color charts and estimating charts throughout the site to assist you in making choices, as well as wet samples of many of our finishes...see below for sample info.
We also offer a Sample Program where you can order samples of finishes and cleaning products to test on your project prior to purchasing the actual products needed. Normal shipping rates apply, however the sample itself is often free.
We made a mistake.
We sent you the wrong item, wrong color, wrong size, or just plain got it wrong. Our goal is to process EVERY order quickly and 100% accurately but once in a while we goof. When this happens, we strive to correct the problem as quickly as possible. We realize that many times our mistake has placed you in a time crunch and you want the correct products. . . yesterday. Depending on the type and quantity of products in question we'll discuss with you the best method to return the products and to get you the products you need. This might mean waiting for a return of the original product prior to reshipping the correct product, (we can issue a call tag or you can take it to a UPS call center - Mail Boxes Etc. and we'll credit or reimburse you for the shipping fees), or with your permission we may bill your credit card for the new product pending receipt of the original shipment at which time we'll credit back the original charges and any shipping charges you incurred in returning the wrong products to us.
Still got questions? Never fear, simply contact us.
We assume that you will read all directions and use all the products we sell in a safe manner. Our liability is limited only to the replacement cost of the item and then in only specific circumstances. With respect to finishes and chinking, please verify that you received the correct colors and items upon receipt, not after you have applied them.
All product warranties are those offered through the manufacturer and vary with the individual products. Some manufacturers, such as Makita, offer a 30 day no quibble guarantee with an additional 11 months of free repairs (you pay one way shipping)...others, such as Simpson Winch are very specific as to what constitues a warranty issue (they've found that the majority of problems are operator error, such as using the wrong diameter rope on their Capstan Winch).
Most tools are not returnable unless there is an obvious defect (or it has not been used or plugged in)...we have no market for used tools. For additional information contact us or call 503-843-3608.
If you have any questions or comments regarding our shipping policies, please contact us using any of the methods listed below.