Terms and Conditions

Using Our Website

All information presented on our website including prices, dimensions, product names, product numbers,pictures, etc. are checked for accuracy. However, there is a possibility that we have made a mistake. Prices are subject to change at any time without notice. We reserve the right to refuse to honor any incorrect Internet prices as we cannot account for the occasional human error.

Return Policy

It is the policy of Osborne Wood Products, Inc. that all products be inspected upon receipt. If damaged products are received please call our office within seven business days to report damage.

If you are unhappy for any reason, and would like to return your order for a refund, please refer to the following conditions:

  • To receive full credit of returned products, a Return Authorization Number must be obtained by calling Osborne Wood Products, Inc. at 800.849.8876
  • Products must be returned within 30 days, and must be received in original condition
  • Products damaged due to poor packaging and handling will be subject to partial credit or no credit
  • A 20% restocking fee will be charged on products returned after 30 days.
  • Returns will not be accepted after 90 days
  • Custom made products may not be returned including products with mortising or custom notching (other than standard quarter notched parts).

Should a problem occur with an order due to system or clerical error, we will cover the cost of shipping at the same rate as the original order. If a faster shipping method is needed, you will only pay the difference between the original shipping method and the expedited rate.

Hand Craftsmanship

Due to the handcrafted nature of our products, some variation is normal from one piece to another. Measurements may vary slightly. Some species of lumber have unique characteristics and natural highlights. All of our products are intended for interior use only. While we have a large inventory we cannot guarantee items being in stock at all times. In case we happen to be out, please allow ample manufacturing time.

If you have any questions, please call our office at 1-800-849-8876 during our normal business hours 8:00 - 5:00 p.m. EST, Monday - Friday. Prices are subject to change without notice. These terms and conditions are subject to change without notice.

Wood Products

Because of the hand crafted nature of our products, there may be slight differences when comparing one piece with another. While color consistency is desirable, there is variation in color in many items. While this variation is most evident in Hickory pieces, color variations are common in Cherry and Walnut. Color matching is available in Cherry and Walnut for an additional fee. If you want to request hand selection for your order, please call our office during normal business hours 8:00 a.m. - 7:00 p.m. EST, Monday - Friday.

Shipping

We try to ship out orders as soon as possible. If an in-stock order is placed before 1:30 p.m. EST on a normal business day, we will usually ship it out the same day. Most orders that are not in stock will take up to 4 days before we can ship them out. Most orders that require millwork (i.e. half legs, quarter notch, etc.) or hardware installation need an additional business day before they will ship out. Custom orders will usually ship out within 3 weeks of placing the order.

Expedited Shipping

Expedited shipping is available as UPS 3rd Day, 2nd Day, and Next Day, which usually cost more. Expedited shipping orders will usually ship out the same day if:

  • The order is placed before 1:30 p.m. EST, Monday - Friday AND
  • The order is in stock. AND
  • There is no millwork on the order.

Most orders that are not in stock will take up to 4 days before we can ship them out. Most orders that require millwork (i.e. half legs, quarter notch, etc.) or hardware installation need an additional business day before they will ship out. Expedited shipping orders that are placed after 1:30 p.m. EST will usually ship out the next business day if they are in stock.

If you require same day shipping or confirmation that your order will ship on our normal schedule please call a customer service representative at 1-800-849-8876 during regular business hours, 8:00 - 5:00 EST, Monday - Friday, who will check inventory and shipping options for you. When your order ships, you will receive an email or fax confirmation from us. When requesting same day shipping, please call before 3:30 p.m EST. It is the customer's responsibility to notify our customer service representative that you request same day shipping (also known as a Rush Order). See the section on Rush Orders below for appropriate rush fees and additional information.

Rush Orders

If an in-stock order is placed before 1:30 p.m. EST on a normal business day, we will usually ship it out the same day, guaranteed for a rush fee of $5.00. Any order placed between 1:30-3:30 p.m. EST on a normal business day that is in stock (no matter which shipping method is selected) may ship out the same day if the customer requests for a rush fee of $10.00. All rush orders should be made by phone so that our customer service representative can check inventory for you before pledging on prompt shipment. Please call 1-800-849-8876 if you need a rush order shipped promptly.

Note: This policy on rush orders applies only to items that are in stock and do not require any millwork (half legs, 3/4" legs, etc.). Call our office for information on the rush order policy regarding millwork, installing hardware, or custom orders.

Damaged Items

If you received damaged items in your order, call our office at 1-800-849-8876. Damage may have occurred during shipping. We will need to determine what caused the damage and what needs to be replaced. An inspection might need to be made by the shipping company to determine if the damage occurred during shipping. Damaged items must remain in their original box and be set aside for inspection. We will assist you in getting replacement product as quickly as possible.

Delays and Missing or Lost Items

If there is a delay in the receipt of your order, please call our office at 1-800-849-8876. We should be able to determine the reason for the delay. If the shipping company cannot locate your package(s), we will put a trace on the package(s), define responsibility, and resolve the problem as quickly as we can. In the rare occasions in which this happens, a solution is usually determined within 24 hours.

Privacy Policy

Osborne Wood Products, Inc. respects your privacy and pledges to earn and keep your trust. All personal information you give us is kept confidential and protected with the utmost care, and will not be used in ways to which you have not consented. Additionally, we will not sell any of your information to a third party. As the customer, it is your responsibility to maintain the confidentiality of your username and password. By using this website, you agree to accept responsibility for all activities that occur under your account or password. Occasionally we track the Internet address of the domains from which people visit us and analyze this data for trends and statistics, but the individual user remains anonymous.

World Class Service

It is our policy to help you find the kitchen island leg, bun foot, or table leg you are looking for. Whether it is an item from our catalog or from a drawing that we develop together, we want to be a part of making your ideas into realities.

Most items are offered in alder, cherry, soft maple, red oak, pine, mahogany, walnut, red birch, hard maple, and hickory. It is our policy to ship every order as quickly as possible. Same week shipping is often feasible, but sometimes a longer delivery time is required.

Good Communication

Our customers have shown us that communication is the foundation of excellence in service. When an order is delayed, keeping our customers updated on the progress of their order has proven to be valuable. One expression of our commitment to good communication is that we do not restrict our 800 number to "order only" calls. Please call us at any time for any reason at all. If we can be of help to you, the call is on us.

Payment

Our payment options are all major credit cards (VISA, M/C, AMEX, DISC), COD and checks. Checks are converted to images and processed as ACH transactions. Sorry, we do not hold open accounts.

Quantity Discounts

We offer quantity discounts: 5% off on quantities of 24 or more of the same item, 10% off on quantities of 50 of the same item, and 20% off on quantities of 100 or more of the same item.