Refund policy

1. General Policy

We aim to supply lumber that meets the specifications described on our Site or in your quote. Because lumber is a natural product and orders involve handling, selection, or preparation, refunds are available on eligible products but may be subject to a restocking fee between 0% and 25% of the product value, as determined by us case-by-case. Some products are not returnable or refundable, as outlined below.

2. Eligibility for Refunds & Returns

To be eligible for a refund or return:

You must contact us within 3-7 days of pickup or delivery.
The products must be in the same condition as when you received them, not installed, altered, or further damaged.
You must provide your order number and, if applicable, photos of the material.

We will review your request and let you know if your return/refund is approved.

3. Restocking Fee (0–25%)

For eligible returns and refunds, we may apply a restocking fee between 0% and 25% of the product value. This fee helps cover handling, inspection, restacking, storage, and any loss of value. The exact percentage depends on the condition of the material, time elapsed, and resale viability. We will communicate any fee before completing the refund.

4. Non-Returnable / Non-Refundable Items

Unless required by law, we do not accept returns or provide refunds for:

Products cut to size, planed, milled, custom-processed, or specially ordered.
Products installed, altered, or modified after pickup or delivery.
Products damaged after pickup or delivery due to handling, storage, or installation.

In short: If the product has been cut, custom processed, or damaged after you receive it, it is not eligible for refund.

5. Damaged or Defective on Pickup/Delivery

If you believe your order is significantly damaged or defective at the time of pickup or delivery:

Inspect your material as soon as possible.
Contact us within 3 days with your order number, photos, and a description of the issue.

If the issue is confirmed, we may replace the pieces, offer a partial refund/store credit, or provide another reasonable solution. Natural variations in color, grain, knots, and appearance are not considered defects.

6. Order Cancellation

Before pickup or delivery: If you need to cancel or change your order, contact us as soon as possible at 77832245B7. If material has already been processed, we may apply a restocking or cancellation fee (up to 25%).

“Pay On-Site” Orders: For orders placed online with “Pay On-Site,” we hold material specifically for you. If you repeatedly place orders and do not show up, we may cancel the order and limit future orders.

7. Refund Process

If a refund is approved:

Returns: You must bring products back to our yard or follow provided instructions.
Inspection: We will inspect the returned material.
Payment: If approved, we will process your refund to the original payment method or as store credit, less any restocking fee.

Delivery fees and special handling fees are generally non-refundable unless required by law.

8. Legal Rights

Nothing in this policy is intended to limit your rights under applicable consumer protection laws in the Province of British Columbia, Canada. If local law provides additional protections, those protections will apply.

9. How to Request a Return or Refund

To request a return or refund, please contact us with your Name, Order Number, Photos (if applicable), and Reason for request.