Grothouse Lumber Warranty, Returns and Refund Policy
Products Damaged in Shipment
For small boxed package shipments:
If you receive a damaged or defective item via Fed Ex Ground or USPS, contact our Customer Service Department within 2 days of delivery at 610-767-6515. Please be prepared to supply the order number and item number from your original confirmation e-mail, as well as your e-mail address and phone number.
For large palletized shipments or Blanket Wrap Courier Deliveries:
Large shipments on pallets shipped via truck freight must be inspected prior to releasing the truck driver. Any damage must be noted on the bill of lading and the shipment must be refused. Do not accept delivery of damaged shipments. Contact us at 610-767-6515 prior to releasing the driver. Shipments that have been accepted by the recipient are not eligible for shipping claims and the recipient will be responsible for all costs associated with repair or replacement including shipping costs. Grothouse will make every reasonable effort to assist you by either providing a replacement repair, or technical assistance to solve the problem. Please have your order number available when you call.
Credits or Refunds:
Grothouse does not issue credits or refunds. Damaged shipments or warranty claims are corrected, repaired or replaced. Contact us to discuss any specific concerns you have regarding your purchase.
Returning an Item for warranty repairs:
Contact our Customer Service Department at 610-767-6515 and send photos via email to firstname.lastname@example.org of the piece requiring warranty repair. Grothouse will assess the photographs to determine the cause and proper remedy of the claim. At this time Customer Service will discuss the next steps. DO NOT SHIP PRODUCT BACK TO GROTHOUSE WITHOUT FIRST CONTACTING GROTHOUSE CUSTOMER SERVICE.
Please include the original invoice number and client name on the outside of the package when shipping a return that is authorized. Grothouse is not responsible for items returned without prior authorization by Grothouse personnel.
Our products are warranted for life against any manufacturing error. Our items cannot be warranted against locations of extreme dryness or excessive humidity, both of which are beyond our control. Products subject to abusive handling or care are not covered under our warranty. Failure to properly install wood countertops, butcherblocks or bar tops will void the warranty. The Grothouse Lumber Company reserves the right to qualify any claims on our products and does not include transportation or labor involved in claims towards our products. To activate your warranty please return a signed copy of the activation notice printed on red paper included with your shipment. This red form must be completed for your warranty to apply.