Orders are usually shipped 1-5 business days from when the order is placed. We strive to make our customer happy. If you need your order rushed let us know so that we can accommodate you to the best of our ability. We understand that often times you have specific requirements for jobs and we are happy to assist you. Sometimes we will take an order if we know we have inventory coming in and it may take a little longer, if you have specific requirements be sure to tell us, we want you to get the wood you want when you want. We can also reduce shipping times often times by paying an additional fee to a different carrier. Usually, this is because carriers have different lanes they specialize in, we can find a freight carrier that has a lower shipping time. We can also setup guaranteed delivery dates (for a fee paid to freight carrier) with the shipping company if sent to a business address. The bottom line is we want for you to be happy be clear with us about your time requirements and we can work to ensure that it is delivered within the time frame specified. Your success is our success, so just let us know.
Unloading Shipment: Business freight deliveries or freight deliveries that are dock to dock, require the receiving party to remove the product from the truck via a loading dock or with a forklift.
For residential deliveries, the freight company is responsible to place the material at the tailgate of the truck. The wood owner (you) is responsible to hand unload it from that position. If you are unable to do this or for larger orders we recommend you upgrade and get lift gate service. Any additional fees coming from shipping are the responsibility of the wood owner (you).
Ipe is an extremely dense wood, making it very heavy. The best and least expensive way to ship ipe is by LTL carrier to a loading dock or LTL terminal. However, if that loading dock is not the final destination and you do not have a way to transport it after it reaches that loading it can be extremely difficult to move again to your final destination.
If the shipping is more than what was quoted in your order we will contact you. If any additional shipping charges arise from requests you the customer makes to the shipping company you will be liable for those charges.
In the event of damage, get a written acknowledgment from the shipping company at the time you receive the shipment. The wood becomes your property when purchased, we load your purchased wood and give it to the shipping company. If there is damage you will need to file a claim with the shipping company. If there is unseen damage you usually have 10 days to file a claim for “concealed” damage.
Every shipment comes with and defaults to the carriers Limited Liability Insurance. These are determined by each of the different carriers. This may not cover the entire cost of your wood. if damaged. Additional shipping insurance is offered by carriers for a fee. Contact us at the time of your order if you wish to purchase this.
Delivery Refusal: If you the customer refuse a delivery for any reason other than something agreed on in writing, you the customer will be responsible for all shipping and re-delivery and or return shipping fees. It is important to note that freight deliveries are always curbside. Curbside means next to the curb on the street.
Drivers are not obligated to deliver freight into driveways or garages. It is “curbside” delivery. Not all roads are suitable for large trucks. In the case 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. Inside delivery is not available.
Shipping charge: We always attempt to get you the lowest price on shipping. We have no control over shipping costs. If a shipping carrier increases shipping cost or if misquoted by more than 5% from what you were charged, we reserve the right to obtain payment for the difference. In the event of a misquote we will contact you prior to completing the order.
Inventory: We reserve the right to cancel any order for any reason including but not limited to an error in shipping charges, error in product price and out of stock.
Deposits: Deposits on future orders are non-refundable.
Premium Decking Grading Rules:
- 3% of wormholes are allowed in 1 face only, on clear face holes are only allowed on the edge- within the extra 1″
- Sapwood and “stained sapwood” are allowed only on edges of 1 face, the other face needs to be free of sapwood or stains **** Sapwood is not allowed in the middle of the board, and sapwood with pin holes are not allowed****
- Milling defects are only accepted in 1 face of the board if it has been sanded and it doesn’t change the structure of the board (width and thickness) ****milling defects that change the structure of the board are not accepted in neither face, only on the extra 1” of the board****
- Grain Tear Out- as long the pieces are smooth, but it will be considered within the 3%-5% of total defect’s tolerance
- Closed knots are only accepted in 1 face and as long as it doesn’t exceed the 3% of defects within the board
- Open knots are not allowed in either face
- Burn marks are not allowed in either face
Lowest Price Guarantees: We strive to be the lowest price by shopping competitors and putting our product up for equal or less. If in the unlikely event we can not match or beat a price we will send a gift card for stumping us. Limit one per person and/or business and at the sole discretion of Ipe Woods USA. Only valid on equal products and shipping. Must provide competitor quote prior to purchase giving us the opportunity to match or beat said quote.
To receive a gift card email [email protected] with your 1. Your Name 2. Address for gift card 3. The officially written purchase receipt that we did not beat with a copy of the delivery receipt/BOL/Proof of Delivery for the competing company.
Shipping Guarantees: Ipe Woods USA does not and can not guarantee any delivery times. We use the best information we have at the time of processing to determining delivery. However, we are not the shipping companies and can and will not be held liable for delays for any reason including milling problems, weather, seasonal delays or any other reason for a delay. Any exception to this policy needs to be in writing and signed by an authorized member of Ipe Woods USA. No text, email or verbal agreement nullifies this. We always do the best we can to ensure customer satisfaction to the best of our ability. If you need a guaranteed delivery date get it in writing and signed by an authorized Ipe Woods USA member.
RETURN, CANCELLATION AND 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. Get it in writing! No verbal agreements will be accepted. Nor should any verbal agreements be made.
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% dependent upon the product. Restocking includes 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 performed including milling, pulling to specification, packaging, and crating are non-refundable. We do not accept unauthorized returns.
To be eligible for a return (if applicable), your lumber must be unused or altered (NOT CUT DRILLED OR MODIFIED IN ANY WAY).
To complete your return, we require an invoice or proof of purchase.
Refunds (if applicable):
The address for return may differ from the address lumber was sent from. It also differs from our address. You will need to get the correct return address prior to shipping any returns. This will be included in the return acceptance letter we send you. All products remain your property until we accept it in writing directly to you. Acceptance of a shipment is not 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 property. We accept no responsibility to store your lumber in any specific condition. Lumber left on our property will be considered abandoned after 30 days from being rejected in writing.
Exchanges (if applicable):
The address for return may differ from the address lumber was sent from. It also differs from our 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 condition naturally. That does not make it defective. We try to sell only the highest quality Ipe 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 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 address for return may differ from the address lumber was sent from. It also differs from our address. You will need to get the correct return address prior to shipping.
Shipping costs to and from are non-refundable. Contact us so that we can set up a discounted rate for your return or exchange shipping.
Shipping times vary based on location we send it from an LTL carrier.
We don’t guarantee that we will receive your returned item. So buy insurance and tracking when returning an item.
Salespersons or employees working for or on behalf of Ipe Woods USA are not authorized to warranty any products sold. Any agreement made by Ipe Woods USA needs to be written and signed by an authorized employee of Ipe Woods USA.
The laws regarding all sales set forth in this contract will be governed by the State of Utah.
Currently, we require a minimum order of $2,000.
We sometimes will make an exception to let customers complete projects. Please note there is a fee to do this based on what the order is. Also, note if we make an exception to this minimum order we do not plant trees as per our 5 trees planted program for every order.
Same-Day Service Guarantee
We always want to make sure our customers are taken care of. We offer a same day service guarantee. This means the same business day (within 8 business hours). If we break this guarantee we will send you a gift card. Limit one per customer. Just another way to show our commitment to you the customer.