By purchasing lumber from Ipe Woods USA, you agree to the following terms and conditions:
Typically, orders are shipped within 4-7 business days once payment has been cleared in our account(s). We endeavor to keep our customers satisfied. If you require expedited shipping, please inform us, and we will do our best to accommodate your request. Custom-milled orders, such as shiplap, rainscreen, pregrooved, and tongue-and-groove, need an additional five business days for processing. To determine the exact business days, you can use this business day calculator.
We recognize that customers often have unique job requirements, and we are more than happy to help. In some cases, we may accept an order when we anticipate incoming inventory, which could cause a slight delay. If you have specific time constraints, please let us know so that we can ensure the timely delivery of your wood.
Another option to reduce shipping times is to pay an additional fee for a different carrier. This is possible because carriers specialize in different routes, allowing us to find a freight carrier with a shorter transit time. We can also arrange guaranteed delivery dates (for an additional fee) with the shipping company. Our primary goal is to keep you satisfied, so please communicate your time requirements clearly, and we will work to meet the specified deadline. Your success is our success; just let us know your needs.
For business or LTL shipments delivered to a dock, the customer must have the capacity to unload lumber and accessories using a bobcat or forklift. The default shipping method requires customer unloading. We can offer additional special services for a fee, and any agreed-upon extra services will be explicitly detailed on your invoice.
Ipe Woods USA is not liable for any costs arising from shipping that are not directly caused by our actions. This includes, but is not limited to, labor for unloading, missed deliveries, liftgate fees, expenses or fees not agreed upon in writing, or any other fees or expenses not explicitly accepted by Ipe Woods USA in writing. We recommend having the wood in hand, measured correctly with a 10% waste allowance, and inspected before committing to your customers to ensure timelines can be met. Deadlines between you (our customer) and your customer are not the responsibility of Ipe Woods USA, and we hold no liability for them.
Delivery involves you, the customer, and the third-party shipping company. Although we can advocate for you, we have no control over another company or its practices. We don’t own the trucks, hire the drivers, or manage scheduling. If you prefer to use your own carrier, you are welcome to do so. The carriers we use are chosen for their reliability and ability to handle our lumber products but are not endorsed by us. Any exception to this agreement must be in writing and signed by an authorized agent.
For residential deliveries, the LTL company is only responsible for making the load accessible in the LTL trailer/truck for removal. As the wood owner (you), you are responsible for unloading the lumber by hand. If this is not feasible or for larger orders, we recommend upgrading your service. Any additional shipping fees are your responsibility.
Ipe is an extremely dense and heavy wood. The most cost-effective shipping method is via LTL carrier to a loading dock or LTL terminal. However, if the loading dock is not the final destination and you lack transportation from the dock to the final destination, moving the wood can be extremely challenging.
We can provide customized shipping quotes, but if you need services beyond a standard 53-foot semi-truck curbside delivery, you must inform us so that it is reflected in the quote. We can accommodate special requests at an additional cost, which can help make long-term planning smoother. Verbal promises for special delivery requests are not valid; ensure they are included in your quote or in a letter from an authorized agent.
If shipping costs exceed the quoted amount, we will contact you. You will be responsible for any additional charges resulting from requests you make to the shipping company. These may include storage fees, lift-gate fees, and detention fees. Please inform us if a semi-truck cannot access your location, and arrange for a limited-access truck. Semi-trucks are typically 53 feet long and require turning space. The driver and shipping company will determine whether it is safe and feasible to maneuver at the time of delivery.
If we are not informed about limited access, you will need to unload at the nearest available location or have the shipment sent to a local terminal or returned. In such cases, the delivery refusal protocol outlined below will apply. All shipping-related fees are the customer’s responsibility. To determine which fees may apply to your shipment, contact the shipping company before requesting additional services. If you have doubts, we recommend contacting us to review and prevent potential issues.
If your shipment is missing or damaged during transit, obtain a written acknowledgment from the shipping company when you receive the shipment. You can achieve this by noting the damage on the delivery form you sign or requesting documentation from the shipping company. The wood becomes your property upon purchase; we load your wood and hand it over to the shipping company. In case of damage, you must file a claim with the shipping company. For “concealed” damage not immediately visible, you typically have 4-10 days to file a claim, but this timeframe varies by the shipping company.
It is your responsibility to document any missing or damaged items upon delivery. Signing the shipping document is a contract between you and the shipping company, confirming that the shipment is in good condition and undamaged, unless stated otherwise. If you cannot inspect the entire load due to size, lack of manpower, or poor lighting, mark “further inspection required.” Do not sign a legally binding document stating the shipment is in good condition and complete if it is not. This is your responsibility as the receiver.
Never let the shipping company leave without documenting any concerns, including missing or damaged boards. If you do not have a packing slip, use your order as a reference and note any discrepancies. All lumber will be shipped together in one shipment unless specifically stated otherwise.
We attempt to prevent strap indentations on top boards, but occasionally small indent marks occur. These boards can be flipped, and the dents will not be visible. Boards are not considered damaged unless the dent affects the other face. Strap marks may require light sanding for removal. During handling or transportation, there might be minor scuffing, superficial damage, or small scratches. If this occurs, use 60-80 grit sandpaper for light sanding. Items that can be repaired with light sanding are not considered defective.
The customer agrees to measure their project accurately and order the recommended 10% waste allowance, 10% extra for specific length boards, or at least one additional board, whichever is greater. This is crucial for exotic lumber that requires shipping to ensure that if a few boards are damaged or have quality issues, a second shipment is not necessary. To avoid additional project delays and shipping charges, this step is vital. If a few boards have damage or quality concerns, we may refund those boards to prevent unnecessary delays and expenses.
Every shipment includes the carrier’s Limited Liability Insurance by default. This coverage varies by carrier and shipping method and may not cover the full cost of your wood if damaged. Carriers and insurance companies offer additional shipping insurance for a fee. If you wish to purchase this extra insurance, contact us when placing your order. The customer agrees that any damage during transportation is not the fault of Ipe Woods USA unless noted by the shipping company at the time of pickup. All damage claims must be filed through the carrier or insurance company(s).
No shipping address on file: If we are left with a shipment that we have no delivery address or an address we can not get the customer to verify a shipping address, we will contact you by any means we have to get this information. However, if we do not receive a delivery address for any reason, we will start charging storage when it is ready for shipment until storage exhausts the cost of the lumber minus restocking, at which time we will restock the lumber, and the customer will not be reimbursed any payment(s).
Delivery Refusals: If you (the customer or your agents) refuse delivery for any reason other than something agreed on in writing, you (the customer) will be liable for all shipping, delivery, re-delivery, and/or even any return shipping fees. It can not be emphasized enough that all deliveries are curbside unless stated otherwise and, even if stated otherwise, at the sole discretion of the shipping company. This means that it will not be delivered inside, down private driveways, or otherwise. Only to drive the delivery truck to the main road and allow you to unload at the curb. Any refusal is also subject to restocking fees of 50%, and although a refusal may be automatically attempted to be returned to the original shipping address, it may need to be reconsigned to another address for space, legal compliance, and/or logistical reasons. Any and all shipping fees associated with a refusal will be the sole responsibility of the customer, on top of the restocking fee. Please understand that we will work with any customer that follows our agreement to ensure they get what they paid for and in the condition agreed to. This clause protects us from customers rejecting loads for no reason, allows shipping companies’ insurance to be responsible for any missing or damage they have caused, and prevents both parties from incurring unnecessary fees associated with shipping and restocking.
Drivers may not help and have no obligation to place freight outside of the truck. It is a “curbside” delivery. Not all roads are suitable for large trucks. If the truck cannot go all the way to the delivery location, it will be delivered to the nearest location suitable for the truck to deliver. At this time, we do not offer inside delivery.
We always attempt to get you the lowest price on shipping. We have no control over shipping costs. If a shipping carrier increases shipping costs or if misquoted by more than 10% from what you were charged, we reserve the right to obtain payment for the difference. In the event of a misquote, or computer error, we will contact you prior to completing the order.
Ipe Woods USA does not and cannot guarantee any delivery times. We use the best information available at the time of processing to estimate delivery. However, as we are not the shipping companies, we cannot be held liable for delays due to any reason, including milling issues, weather, seasonal delays, or any other factors causing a delay. Any exception to this policy must be in writing and signed by an authorized agent of Ipe Woods USA. No text, email, or verbal agreement will override this policy. We always strive to ensure customer satisfaction to the best of our ability. If you require a guaranteed delivery, obtain it in writing and have it signed by an authorized agent of Ipe Woods USA.
Inventory: We reserve the right to cancel any order for any reason, including but not limited to an error in shipping charges, error in the product price, and out-of-stock. We also process orders in order of secured payment (this means cleared checks, not checks received). We reserve the right to fully refund customers if inventory has become unavailable for any reason.
Deposits: Deposits on future orders are non-refundable. The deposit and any lumber will be forfeited if the remaining balance is not received within 30 days of the first request. Please note that up to this 30-day period, any and all storage fees will still be assessed as defined in the storage fee section.
Premium (Default) Grading Rules:
-Wormholes are allowed on one face only as long as it is 3% or less; Sapwood is not permitted anywhere in the center of the board.
-Milling defects will be accepted in 1 face as long as it does not change the structure of the board. I.E., Width and Thickness.
-Grain Tear-Out is permitted as long as the board remains smooth
-Closed knots are permitted as long as it does not exceed 3% of the defects on any of the boards
-Knots that are open are not permitted on either face
-No burn marks are permitted on either face
The customer acknowledges that deck tiles can vary in height and length. For example, some may be 38mm tall, while others are 42mm tall. Some 24×48 tiles might be half an inch shorter, measuring 47.5″ instead. This is crucial for matching orders and accurate measurements. If your entire order is placed at once, we will ensure the tiles match. However, if you are adding to a previous order or matching existing tiles, please specify the exact measurements and confirm them with us.
Customers should be aware that larger boards, especially those over 3″, may develop cracks due to the outer layer drying faster than the inner part of the boards. For more information, click here.
Lowest Price Guarantee: At Ipe Woods USA, we strive to offer the best value for your money. We regularly monitor competitor prices to ensure we provide the lowest prices possible. If, in rare cases, we are unable to match or beat a competitor’s price, we will send you a gift card as a token of our appreciation.
Please note that this guarantee applies only to lumber and accessories and does not include shipping costs. To benefit from this offer, provide us with a competitor’s quote before making a purchase, allowing us the chance to match or beat the price.
To receive a gift card, email [email protected] with the following information: 1) Your name, 2) The address for the gift card, and 3) A copy of your official purchase receipt from Ipe Woods USA and the delivery receipt/BOL/Proof of Delivery from the competing company. This offer is limited to one per person and/or business and is subject to Ipe Woods USA’s sole discretion.
As industry-standard lumber has different nominal & net dimensions https://ipewoods.com/ipe-wood-sizes/. Note that the material is not cut to length and could be longer, so you can square the ends to the exact length on site. Please visit the Ipe wood sizes page to fully understand how lumber is sized.
Sales representatives and other employees at Ipe Woods USA are not authorized agents and may not possess expertise in materials, treatments, quality, grading, installation, or other aspects related to lumber and its installation. Advice provided by sales representatives or other employees is solely based on their personal opinions and should be verified by an expert. While sales representatives may share their personal experiences, it is essential to remember that each project and lumber load is unique.
For official advice, consult experts such as architects, engineers, or certified grading inspectors, rather than relying on lumber sales representatives or other employees. Any advice from Ipe Woods USA must be in writing and signed by an authorized agent; however, please note that we generally provide only general guidelines, as each situation should be assessed individually and with someone on site.
The information on our website is intended for reference purposes only and should not be interpreted as a guarantee of any kind. All information on the site represents generalized recommendations. We cannot be held liable for improper installation or lumber treatment for any reason, including but not limited to information inaccuracies. Once again, consult a professional for all matters related to installation.
RETURN, CANCEL, AND/OR EXCHANGE
Your order is very important to us! Ipe is a very dense and costly wood to ship and mill. We may have had to alter the lumber for your special order.
Due to the nature of our business, we are unable to guarantee any returns or exchanges. In a rare or extenuating circumstance that we would make the exception to this rule (at our sole discretion), the guidelines below would apply. This rare or extenuating circumstance would be for defective or damaged items and require prior approval prior to return.
Any agreement made needs to be in writing and signed by us. You must get it in writing! Verbal agreements will not be accepted. Nor should any verbal agreements be made. If accepted, we reserve the right to issue a refund for the cost you paid for the boards rather than replace any boards for any reason (shipping will not be refunded).
Order Errors: In the extremely rare event a customer receives an error in their order, the following terms shall apply.
Decking, Siding, Fencing: If the customer received non-grooved boards when they ordered pregrooved/grooved. We will provide the proper router bits to groove the boards on-site and issue a refund for the amount paid for grooving. This amount shall not exceed $0.50 per linear foot. Should a customer have ordered T&G or Rainscreen and received eased-edge, the customer has the responsibility to document it with photos and will have the option to reject the load at the expense of Ipe Woods USA. Should any rejection arrive back to us that was improperly rejected in accordance with this clause, the rejection clauses of this agreement will still apply. The determination of what is improper is at the sole discretion of Ipe Woods USA and only determined by an authorized person within 7 business days of the rejected load being received.
Flooring: If the customer orders prefinished and receives unfinished flooring, or if the customer ordered unfinished and received prefinished, the customer has the responsibility to document it with photos, and the customer has the option to reject the load at the expense of Ipe Woods USA. Should any rejection arrive back to us that was improperly rejected in accordance with this clause, the rejection clauses of this agreement will still apply. The determination of what is improper is at the sole discretion of Ipe Woods USA and is only determined by an authorized person within seven business days of the rejected load being received.
We can not take unauthorized returns. You are important to us; we thrive on repeat business. Ipe Woods USA, LLC may, at its sole discretion, make an exception and allow a return. You will need to obtain an authorization number from us for this return. Any return shall be at the Buyer’s sole risk and expense to include freight to and from the supplier and a restocking fee of 20-25% of the total sale (not deposit), dependent upon the product. Restocking is included in these terms even if the items have not yet been shipped. This is because we may have altered boards or broken bundles that devalue the product or cause us more logistical issues. Services that are done at the customer’s discretion, including any milling, moving lumber, even in warehouses to reach other lumber, any packaging, and/or crating, are non-refundable. We do not accept unauthorized returns.
To be eligible for a return (if applicable), your lumber must be unused or not altered (NOT CUT, DRILLED, DAMAGED, OR MODIFIED IN ANY WAY).
To complete your return, we require an invoice or proof of purchase.
Should any load from Ipe Woods USA be accepted for Rejection, Refund, Cancellation, Exchange, or anything other that requires it to be returned, then the customer agrees they will have the responsibility to ensure the load is returned to a truck for return that is booked by Ipe Woods USA. Ipe Woods USA is not responsible for any expenses resulting from shipping, packaging, labor, or otherwise incurred by the customer. The customer acknowledges it does not have the ability to bind Ipe Woods USA to any financial responsibility without the mutual consent of both parties. Any agreement made must be in writing and approved by an Authorized Agent.
While extremely rare, if you believe that the lumber you received for any reason does not meet our premium grading guidelines, you may submit a quality claim form. We will review your submission and send you a response of acceptance, denial, proposed resolution, or inquiry for more information within seven days of receiving it. Once a claim is submitted you will receive a copy for your records in your email for verification of a successful submission.
Quality claims must be submitted within five days of receiving the lumber. Salespersons or any employee are not necessarily authorized agent(s) and are not authorized to handle quality claims. Our quality claim process starts when the form is submitted. This process enables us to assess the situation and determine the claim’s legitimacy through a group of experts rather than a potentially unqualified individual.
If a customer uses multiple distributors for the same species of lumber on a single job site, quality claims need to be filed within 1 business day of receiving it. This is because once there is a mix of materials, it is impossible to determine the origin.
Any claim extending past seven days without communication will be considered closed. The exception to this is a pending inspection that has been scheduled, and this has been disclosed to all parties.
Refunds (if applicable):
The address for return may differ from the address lumber was sent. It also differs from our office address. You will need to get the correct return address before shipping any returns. This will be included in the return acceptance letter we send you. All products remain your property until we accept them in writing directly to you. Acceptance of a shipment is not an acceptance of ownership or responsibility for storage. If you ship us lumber, we will accept or decline the refund in writing. If it is rejected, then it is your responsibility to ship and/or remove the lumber (from our or our affiliate’s property). We accept no responsibility for storing your lumber in any specific condition. Lumber left on our property or affiliate property will be considered abandoned after 30 days from being rejected in writing.
The credit card processing fee is no longer returned by the processor in any situation. This fee does not exceed 3.5% but will no longer be returned unless the refund is found to be due to a fault of Ipe Woods USA. This is not a fee that we are charging but one that is charged to us by the credit card processing company. This fee will be added to any other fees as stated in these terms and conditions.
Kiln Drying Boards
The customer understands that orders can be either Air-Dried or Kiln-Dried unless specifically stated otherwise and on the invoice. Anything needed specifically should be outlined on the invoice.
Exchanges (if applicable):
The address for return may differ from the address lumber was sent. It also differs from our office address. You will need to get the correct return address prior to shipping any exchanges. We only will replace items if they are defective. Lumber varies in color, grain, and other conditions naturally. That does not make it defective. We try to sell only the highest quality Ipe wood and/or specifically note defective or low-quality lumber prior to shipping. If you need to exchange it for the same item, send us an email at [email protected] prior to shipping it back. We can help to determine the location to send exchanges back to, so please contact us.
As soon as your order is processed, we quickly (sometimes automatically or within minutes) have already ordered products from vendors and incurred irreversible fees. Therefore we can not guarantee acceptance of any cancellation. If any cancellation is accepted, restocking and other fees may apply. Any exception to our no-cancellation policy must be in writing and signed by an authorized agent of Ipe Woods USA.
The customer understands that only the products specifically identified as FSC® on this site, in our emails, or in any document are FSC® certified. FSC® Lumber requires a special quote.
The return address may not be the same as the address from which the lumber was shipped or our office address. Please obtain the correct return address before shipping. Shipping expenses for returns or exchanges, both to and from the designated location, are non-refundable. Contact us to arrange a discounted rate for your return or exchange shipping. Customers are responsible for any shipping costs associated with returns, exchanges, or cancellations.
Shipping times may vary depending on the originating location and the LTL carrier.
We cannot guarantee that we will receive your returned item. Therefore, we recommend purchasing insurance and tracking for any returns.
Storage Fees Before Shipping: In rare cases, such as limited space at a customer’s location or pending final payment, Ipe Woods USA and its affiliates may temporarily store lumber ready for shipment. Storage fees apply after five days unless otherwise agreed upon in writing by an authorized representative. For loads up to 10,000 lbs, storage fees are $100 per day for the first seven days and $200 per day thereafter. For loads exceeding 10,000 lbs, fees are $300 per day for the first seven days and $600 per day thereafter. If storage fees exceed the value of the lumber paid by the customer, we reserve the right to retain ownership of the lumber, and the customer agrees to forfeit ownership without compensation. The storage fee period begins from the initial notification to the customer that the lumber is ready for shipment or upon the first request for final payment. This clause does not apply to storage fees charged by carriers or to refused or returned loads, but only to loads awaiting final payment or other written terms authorized by an authorized agent prior to shipping. We aim to keep our docks clear and not accept orders that may disrupt our operations by obstructing our bays. Customers should be prepared to make the final payment when the order is ready for shipment.
Salespersons or employees working for or on behalf of Ipe Woods USA are not authorized agents and can not warranty any products sold. Any agreement made by Ipe Woods USA needs to be written and signed by an authorized agent of Ipe Woods USA.
This agreement does not provide or imply any warranty on products sold.
Taxes: Every state has its own unique tax regulations, and as the customer, it is your responsibility to ensure compliance with your state’s tax laws. The majority of our clientele, primarily contractors, are likely to possess a tax exemption certificate for resale purposes. This allows you to charge sales tax to the end customer, in accordance with state requirements.
The laws regarding your purchase and this contract will be governed by the State of Utah.
You have the right to write a negative review, but our goal is to achieve 100% satisfaction, and we wish to have the opportunity to address any concerns. Before posting any negative or potentially negative reviews online or expressing negative opinions about Ipe Woods USA to third parties, customers agree to give us the chance to rectify any issues related to their order. If any aspect of the problem is resolved or compensation is provided, such as accepting a return or waiving certain policies, the customer agrees not to post negative reviews. The customer also agrees not to post negative statements if the issue falls within the scope of our Terms of Service, such as shipping, delivery time, returns, or other areas, unless there has been a violation of these terms.
While customers are free to post honest and accurate reviews, if a mediator or court finds the review to be false or the customer has not allowed us to address the issue or provided compensation in accordance with our terms of service, yet still posts a negative review, the customer agrees to pay a minimum of $15,000 in damages per occurrence, in addition to mediation or court costs.
To give us a chance to address any concerns, customers should email [email protected] with the subject line “100% Satisfaction” if they are not completely satisfied, and allow us three business days to respond. This email ensures that the matter is directed to the appropriate person, as salespeople and other Ipe Woods USA representatives may not always be equipped to handle escalated issues. We may also consult a third party or legal counsel to guarantee our commitments have been fulfilled.
In your email, please include 1. A description of the issue or how Ipe Woods USA has violated this agreement or other issues, and 2. Your proposed resolution for the situation (note that this agreement may already include remedies for certain circumstances). We are genuinely grateful for the chance to make things right and will always go above and beyond to honor our agreement and ensure our customers receive the product they ordered.
In the event of a dispute arising from or relating to this agreement or a breach thereof, and if the dispute cannot be resolved through negotiation, both parties commit to making a genuine effort to settle the dispute via mediation. This process will be administered by the American Arbitration Association under its Commercial Mediation Procedures before considering litigation or any other dispute resolution method.
In the case of legal fees, should any litigation, arbitration, or other proceedings arise where one party seeks to enforce its rights under this agreement (in contract, tort, or both) or requests a declaration of any rights or obligations within the agreement, the winning party shall be entitled to reimbursement for its reasonable attorney fees, costs, and expenses incurred.
To request an authorized agent, please email [email protected]. Salespeople, affiliates, or employees of Ipe Woods USA are not considered “Authorized Agents.” You will receive an email within seven days confirming the assigned authorized agent for your order.
During your interactions with us, you may encounter private and confidential information, such as warehouse locations, vendors, customers, shipping companies, employee data, or other sensitive details. All information acquired from Ipe Woods USA is deemed confidential, and any disclosure, publication, or duplication is strictly prohibited without prior written approval from an Authorized Agent.
We currently require a minimum order of $2,000. Orders below this threshold may incur a fee of up to $300.
We occasionally make exceptions for customers to complete their projects, but fees may apply depending on the order. Note that if an exception is made for the minimum order, we will not plant trees as per our 5-trees-planted program for each order.
Various machines are used for milling, which may result in slight variations in actual thickness and width due to machine interaction with the wood. If your project requires precise dimensions, please contact us; otherwise, parties agree to accept up to a 9% difference between estimated and actual dimensions. Ensure any changes to this agreement are documented in writing.
Customers should be aware that rainscreen milling may differ from the profiles displayed on our website. If a specific profile is required, it must be included in the invoice.
Customers should understand that we use various machines, and if they need a profile to match another one, it must be specified in the invoice. Even when ordering additional materials, customers should indicate that the new order should match the previous one and have it noted in the invoice. Customers can request a profile for approval before milling to ensure the correct profile is used; otherwise, default profiles will be applied.
Same-Day Service Commitment:
Our priority is to ensure our customers receive the best care. We offer a same-day service commitment, which guarantees a response within 10 business hours. If we fail to meet this commitment, we will send you a gift card. Limited to one per customer, this is another way we demonstrate our dedication to serving you.
Ipe Woods USA reserves the right to change these terms and conditions without notice.
WARNING: Drilling, sawing, sanding, or machining wood products can expose you to wood dust, a substance known to the State of California to cause cancer. Avoid inhaling wood dust or use a dust mask and/ or other safeguards for personal protection. For more information, go to www.P65Warnings.ca.gov/wood.