Terms & Conditions

1) Quick Shipping (Processing Times)

Typical Processing: Orders typically ship within 4–7 business days once payment has cleared in our account(s). Delays beyond this window do not constitute a breach of these Terms and are subject to the Force Majeure provisions in Section 17.

Expedited Options: If you require expedited shipping, inform us in writing before purchase. We may be able to arrange faster processing or a different carrier route for an additional fee.

Custom-Milled Orders: Custom-milled orders (including but not limited to shiplap, rainscreen, pre-grooved/pregrooved, and tongue-and-groove) require an additional five (5) business days for processing, unless otherwise stated in writing.

Incoming Inventory: In some cases, we may accept orders based on anticipated incoming inventory. This may cause delays. If you have strict time constraints, you must notify us in writing prior to purchase so we can confirm feasibility.

Business Day Calculator: Any reference to business-day calculators is provided as a convenience only. The actual ship date depends on payment clearance, inventory, and operational constraints.

2) Unloading Shipment / Delivery Terms

2.1 Default Delivery is Curbside

Unless explicitly stated on your invoice as an added paid service, delivery is curbside only. Drivers may not help and have no obligation to place freight outside the truck.

Not all roads are suitable for large trucks. If the truck cannot safely access the exact address, delivery will occur at the nearest safe location determined by the carrier.

We do not offer inside delivery unless specifically arranged in writing and included as a paid service on your invoice, and even then it is subject to carrier capability.

2.2 Customer Responsible for Unloading

For business deliveries or LTL shipments delivered to a dock/terminal, the customer must have the capacity to unload lumber and accessories using appropriate equipment (e.g., forklift/bobcat) or labor.

For residential/jobsite deliveries, the carrier typically makes the load accessible in the trailer/truck; you are responsible for unloading, often by hand unless upgraded services (liftgate, inside, appointment, etc.) are purchased.

2.3 Third-Party Carriers are Independent Contractors

Delivery involves you (the customer) and the third-party shipping company. Carriers are independent contractors, not our agents. We do not own the trucks, hire the drivers, or control scheduling. While we may advocate for you, we do not control carrier practices.

You may use your own carrier at your expense and risk.

2.4 No Liability for Customer Logistics / Downstream Deadlines

We recommend having the wood in hand, measured correctly with a waste allowance, and inspected before committing to your customers or project deadlines.

2.5 Shipping Charges; Variations; Customer Responsibility

We can provide customized shipping quotes. If you need services beyond standard 53-foot semi-truck curbside delivery, you must inform us so it is reflected in the quote.

If shipping costs exceed the quoted amount by more than 10%, the customer is liable for covering excess expenses; however, you may choose to cancel your order prior to shipment if shipping materially changes. If actual shipping is lower than the quote, no refunds are issued.

Shipping rates fluctuate daily and include carrier fees plus packing/handling materials and labor.

All supplementary charges resulting from special requests you make to the carrier (storage fees, liftgate fees, detention, redelivery, reconsignment, limited-access equipment, appointment fees, etc.) are your responsibility.

If we are not informed about limited access, you may need to unload at the nearest available location or have the shipment sent to a local terminal or returned. In such cases, the Delivery Refusals section applies.

2.6 No Unagreed Costs

Verbal promises are not valid. Special delivery requests must appear on your invoice or in a writing signed by an Authorized Agent (see "Authorized Agents").

3) Risk of Loss; Title; Shipment Contract

3.1 Risk of Loss Transfers at Carrier Tender

3.2 Title

Title passes to the customer upon shipment unless otherwise stated on the invoice.

4) Damage During Transit (Carrier Claims)

If your shipment is missing or damaged during transit, you must obtain written acknowledgment from the carrier at delivery. Note damage on the delivery receipt before signing, or request documentation from the carrier.

For concealed damage not immediately visible, you typically have 4–10 days to file a claim (varies by carrier). You are responsible for meeting the carrier's deadlines.

4.1 Preserve Damaged Boards

If you intend to file a claim, you must retain damaged boards in delivered condition. Do not cut/drill/alter damaged boards until the claim is resolved. Alteration may void a claim.

4.2 Accessories Timing

Unless otherwise requested, accessories may ship according to the typical timing of lumber installation. Immediate accessory shipment is not standard unless specifically requested.

4.3 Strap Marks; Minor Scuffs; Sanding; Delivered Product Condition

We attempt to prevent strap indentations. Minor strap marks may occur and may be resolved with light sanding or flipping boards; such issues are not considered damage unless the other face is affected.

Minor scuffs/superficial scratches can occur in transit/handling. Items repairable with light sanding are not considered defective.

4.4 Insurance

Carrier limited liability is included by default and may not cover full product cost. Additional insurance may be available for purchase; contact us when placing your order. All damage claims must be filed through the carrier unless the carrier documents damage at pickup attributable to our loading.

5) Delivery Refusals

If you (or your agents) refuse delivery for any reason other than something agreed in writing, you will be liable for all shipping, delivery, re-delivery, and/or return shipping fees.

Any refusal of non-custom products is subject to a restocking fee of 25–35% of the product cost, which reflects actual costs including return shipping, handling, re-inspection, and potential market depreciation. Refusal of custom-milled products is subject to a restocking fee of up to 50%, reflecting the limited resale value of made-to-order items. Returned freight may need to be reconsigned for space, legal compliance, and/or logistical reasons. All fees associated with refusals are the customer's responsibility in addition to restocking fees.

6) Storage Fees and Delayed Pick-up

6.1 Carrier Storage Fees

If a shipment is not picked up within 5 days of arrival at the terminal, storage fees may accrue per the carrier's schedule. Customers are responsible for all carrier storage fees.

6.2 Ipe Woods USA Storage Fees Before Shipping

In rare cases (limited space at a customer's location, pending final payment, etc.), Ipe Woods USA may temporarily store lumber ready for shipment. Storage fees apply after five (5) days unless otherwise agreed in writing.

• Loads up to 10,000 lbs: $100/day for first 7 days; $200/day thereafter
• Loads over 10,000 lbs: $300/day for first 7 days; $600/day thereafter

If storage fees are not paid within 10 days of notification, the shipment may be returned to Ipe Woods USA. Associated shipping, storage, and restocking fees will be deducted from any potential refund.

7) Grading Rules

Unless otherwise stated on your invoice, grading is consistent with NHLA Select and Better.

• Wormholes allowed on one face only, ≤3%
• Sapwood not permitted in the center of the board
• Milling defects acceptable on one face if not affecting width/thickness structure
• Grain tear-out permitted if board remains smooth
• Closed knots permitted if ≤3% of defects on any boards
• Open knots not permitted on either face
• No burn marks on either face

Customers may request photos prior to shipment and/or arrange a warehouse/mill visit by appointment at customer expense (where feasible).

7.1 Custom-Milled Orders (Pre-Approval Required)

8) Quality Claim Process; UCC Notice; Acceptance

If you believe lumber does not meet the grading guidelines specified on your invoice (or NHLA Select & Better if not otherwise stated), you may submit a quality claim.

8.1 Claim Window

Quality claims must be submitted in writing within five (5) days of delivery.

If a customer uses multiple distributors for the same species on a single job site, claims must be filed within two (2) business days of receiving the shipment and before unbinding or removing material from pallet(s).

8.2 Preserve Material; No Installation

The customer agrees to refrain from installation and to maintain the material in its received condition until the dispute is resolved.

8.3 No Unauthorized Costs

Customer shall not incur third-party inspections, repairs, replacements, or remedial costs without Ipe Woods USA's prior written consent. Any costs incurred without consent are not reimbursable.

8.4 UCC Acceptance / Waiver Reinforcement

Failure to provide written notice of any alleged nonconformity within the timeframes above constitutes acceptance of goods and waiver of claims to the fullest extent permitted under applicable UCC provisions, including UCC §§ 2-606, 2-607, and 2-608 (revocation of acceptance). Customer waives the right to revoke acceptance after the applicable claim window has closed.

9) Returns, Cancellations, and Exchanges

9.1 Defective Products Only

Returns are accepted for defective products only, as determined by the grade standards referenced on your invoice (or NHLA Select & Better if not otherwise stated) and evaluated through the Quality Claim process. Damage during transit is not a defect and must be handled through the carrier claim process.

9.2 Exceptions Are Rare and Must Be Written

Due to shipping and milling realities, returns/exchanges beyond defective products are not guaranteed. Any exception must be in writing signed by Ipe Woods USA. If accepted, we reserve the right to refund the cost of boards rather than replace boards; shipping is not refunded.

9.3 Return Authorization Required

Unauthorized returns are not accepted. If a return is approved, an authorization number is required. Approved returns are at the Buyer's risk and expense, including freight to/from supplier and a restocking fee typically 20–25% of total sale unless otherwise stated.

Returned material must be unused and unaltered (not cut, drilled, damaged, or modified).

9.4 Credit Card Processing Fees

Credit card processing fees are not returned by processors in many circumstances. If applicable, processing fees up to 3.5% may be deducted unless the refund is due to Ipe Woods USA fault.

10) Deposits

Deposits on future orders are non-refundable. Customer will receive written notice at least ten (10) days before forfeiture. Deposit and associated lumber may be forfeited if remaining balance is not received within 30 days of first request and after the notice period has expired.

11) Product-Specific Disclosures

11.1 Deck Tiles

Deck tiles may vary in height/length (e.g., 38mm vs 42mm). If the entire order is placed at once, we will ensure tiles match within that order. If adding to a prior order or matching existing tiles, you must provide exact measurements and confirm with us.

11.2 Timbers

Larger boards (especially over 3") may develop cracks due to differential drying.

11.3 Air-Dried vs Kiln-Dried

Orders may be air-dried or kiln-dried unless specifically stated on the invoice. Requirements must be documented in writing and on the invoice.

11.4 FSC®

Only products specifically identified as FSC® in writing are FSC® certified. FSC® lumber requires a special quote.

12) Lowest Price Guarantee

We monitor competitor prices and aim to provide strong value. If we cannot match or beat a competitor price (rare), we may provide a gift card at our discretion.

This guarantee applies to lumber and accessories only and excludes shipping. Additional terms/verification requirements may apply.

13) Minimum Order

Minimum order is $2,000. Orders below this threshold may incur a fee of up to $300.

14) Same-Day Service Commitment

We aim to respond within 10 business hours. If we fail, we may provide a gift card (limit one per customer). This is a service commitment only and does not create liability for project delays or consequential damages.

15) Payment Terms; Late Fees; No Setoff

If we extend payment terms, customer is responsible for timely payment. Failure to pay on schedule results in:

• $250 late fee, plus
• 29.99% APR on outstanding balances (not to exceed the maximum rate permitted by applicable law in the customer's jurisdiction).

15.1 No Setoff / No Withholding

Customer may not withhold, offset, or deduct any amount due for any reason without prior written consent from Ipe Woods USA.

16) Taxes

Every state has unique tax rules. Customer is responsible for compliance with applicable tax laws and providing valid exemption documentation if claiming exemption.

17) Force Majeure (No Liability for Events Beyond Control)

Ipe Woods USA is not liable for delays or failures caused by events beyond our reasonable control, including but not limited to supply constraints, carrier delays, weather events, acts of God, labor disruptions, port delays, government action, equipment failure, or material unavailability.

18) Authorized Agents

Salespersons, affiliates, or employees are not "Authorized Agents" for contract modifications unless specifically designated in writing.

To request an Authorized Agent, email help@ipewoods.com.

Only written agreements signed by an Authorized Agent (or officer/manager authorized by Ipe Woods USA) can modify these Terms.

19) Product Images and AI-Generated Content

Images may include customer project photos, stock photography, and AI-generated images intended to illustrate products. Natural wood varies in grain, color, texture, and appearance.

If you need photos of actual available inventory for your order, request them before purchase.

20) User-Uploaded Content; Grant of Rights

By uploading photos, project details, takeoff files, custom profiles, design specifications, or other content, you grant Ipe Woods USA a perpetual, worldwide, royalty-free license to use, reproduce, modify, display, and distribute such content for business purposes, including marketing, education, and website content.

You represent you have all necessary rights and that the content does not infringe third-party rights.

21) Custom Milling and Profile Design Tools Disclaimer

Custom milling services and tools (including Profile Builder) are for estimation/visualization. Customer is responsible for verifying all measurements/specs before finalizing orders.

Custom-milled products are made-to-order and final sale; no returns or exchanges once milling has begun. Customer acknowledges that custom-milled products are manufactured to customer's specifications and may not be suitable for resale or alternate use.

22) Customer Portal and Account Access

Portal access is granted at our discretion. You must keep credentials confidential and not share access. We may suspend/terminate accounts for violations or fraud.

23) AI and Automated Systems Disclaimer

AI-powered tools (chat assistants, automated quoting tools, content generation) are informational only. We do not guarantee completeness/correctness. Verify critical information with our team and consult qualified professionals for project-specific decisions. Reliance on AI outputs is at your own risk.

24) Website Analytics and Tracking

By using our website, you consent to collection of browsing data (page visits, click behavior, searches, device info, performance metrics) to improve user experience and services. See our Privacy Policy.

25) Dimensional Tolerances & Natural Material Variability

All wood products are natural materials subject to reasonable dimensional variation due to moisture, expansion/contraction, milling tolerances, sanding, and environmental conditions.

If strict tolerances are required, customer must request a custom quote or verify exact measurements prior to order. Orders placed without verification are deemed accepted with standard industry tolerances; dimensional variation is not a defect or basis for rejection/return/claim.

25.1 Product Lifespan Estimates

25.2 Website Information Disclaimer

26) SMS / Text Messaging Terms of Service

Message Types: Quotes, order confirmations, shipping updates, project updates, customer support responses.

Frequency: Varies by activity and order status.

Rates: Message and data rates may apply.

Consent / Opt-In: By providing your phone number via website forms or to a representative, you consent to receive texts related to your inquiry/order/project updates.

Opt-Out: Reply STOP to unsubscribe. Opting out of texts does not affect email/phone communications.

Help: Reply HELP or contact help@ipewoods.com or 1-844-674-4455.

Carrier Liability: Carriers are not liable for delayed/undelivered messages.

Privacy: See our Privacy Policy. No mobile information will be shared with third parties or affiliates for marketing/promotional purposes.

28) Dispute Resolution; Governing Law; Exclusive Utah Venue; Attorneys' Fees; Jury Waiver

28.1 Governing Law

These Terms and any dispute arising out of or relating to these Terms, any purchase, or any services are governed by the laws of the State of Utah, excluding its conflict-of-law rules.

28.2 Good-Faith Resolution / Mediation

Before filing a lawsuit, the parties agree to attempt in good faith to resolve disputes informally. If informal resolution fails, the parties agree to attempt mediation administered by the American Arbitration Association (AAA) or another mutually agreed mediator.

Nothing here restricts a customer's right to post honest reviews; however, the parties agree that good-faith resolution efforts can often resolve issues quickly and fairly.

28.3 Exclusive Venue and Jurisdiction (Utah)

Any dispute, claim, or controversy arising out of or relating to these Terms, any purchase, goods, services, shipping arrangements, communications, or the relationship between the parties shall be brought exclusively in the state or federal courts located in Salt Lake County, Utah, to the extent permitted by applicable law in the customer's jurisdiction.

Customer irrevocably submits to personal jurisdiction in such courts and waives any objection to venue or forum non conveniens, to the fullest extent permitted by applicable law.

28.4 Attorneys' Fees and Costs

In any dispute arising out of or relating to these Terms, the prevailing party is entitled to recover its reasonable attorneys' fees, court costs, and expenses.

28.5 Waiver of Jury Trial

To the fullest extent permitted by law, the parties waive any right to a trial by jury in any litigation arising out of or relating to these Terms or any purchase.

29) Limitation of Liability; No Consequential Damages

To the fullest extent permitted by law:

1. No Consequential Damages: Ipe Woods USA shall not be liable for any incidental, indirect, special, consequential, punitive, exemplary, or lost profit damages, including but not limited to project delays, labor costs, downtime, lost revenue, loss of goodwill, or third-party claims.

2. Liability Cap: Ipe Woods USA's total liability for any claim arising out of or relating to the goods or services shall not exceed the amount paid by the customer for the specific goods giving rise to the claim.

Some jurisdictions do not allow certain limitations; in such cases, limitations apply to the fullest extent permitted.

30) Business Purchasers; Authority; Personal Guarantee (Commercial Accounts)

If the purchaser is a business entity, the individual placing the order represents they have authority to bind the entity. For commercial accounts where credit/terms are extended, Ipe Woods USA may require a separate signed credit agreement and/or personal guarantee as a condition of sale or terms.

31) Electronic Acceptance; E-Signature

By clicking "I agree," submitting an order, signing electronically, or otherwise purchasing through our website or systems, customer agrees these actions constitute a legally binding electronic signature and acceptance of these Terms.

32) Entire Agreement; No Oral Modifications

These Terms, together with the invoice/quote and any written addenda signed by an Authorized Agent, constitute the entire agreement between the parties and supersede all prior communications.

No amendment or modification is valid unless in writing and signed by an Authorized Agent.

33) Severability; Waiver; Assignment

Severability: If any provision is found unenforceable, the remainder remains in effect.

No Waiver: Failure to enforce any provision is not a waiver.

Assignment: Customer may not assign rights/obligations without our written consent. We may assign to affiliates or successors.

34) Customer Acknowledgments and Feedback Policy

34.1 Acknowledgment of Key Terms

By placing an order, customer acknowledges they have read, understood, and agreed to these Terms, including but not limited to: processing times (Section 1), delivery and unloading responsibilities (Section 2), risk of loss transfer (Section 3), grading standards (Section 7), the quality claim process and deadlines (Section 8), return limitations (Section 9), dimensional tolerances (Section 25), and custom-milling final sale terms (Section 21). Customer's electronic acceptance at checkout constitutes affirmative acknowledgment of each of these provisions.

34.2 Pre-Purchase Disclosure Confirmation

At the time of purchase, customer will be presented with specific disclosure checkboxes for key terms, including but not limited to: (a) custom-milled products are final sale and non-returnable (Sections 7.1 and 21); (b) delivery is curbside only unless otherwise arranged and paid for (Section 2.1); (c) quality claims must be submitted within five (5) days of delivery (Section 8.1); and (d) risk of loss transfers upon tender to carrier (Section 3.1). These disclosures are documented and time-stamped for each transaction.

34.3 Encouraged Pre-Review Communication

We value your feedback and are committed to resolving concerns promptly. If you experience any issue with your order, we encourage you to contact us at help@ipewoods.com or 1-844-674-4455 before posting a public review, so we may attempt to resolve the matter. Many issues can be resolved quickly when brought to our attention directly.

34.4 Reservation of Rights Regarding False Statements

Nothing in these Terms limits or restricts the customer's right to post honest reviews of their experience with Ipe Woods USA, in accordance with the Consumer Review Fairness Act (15 U.S.C. § 45b). However, Ipe Woods USA reserves all legal rights and remedies available under applicable law with respect to public statements that are defamatory, knowingly false, or fraudulent. This reservation of rights does not apply to honest expressions of opinion, even if unfavorable.

35) Contact

Ipe Woods USA reserves the right to change these terms and conditions without notice. Your continued use of our services constitutes acceptance of any changes.