Terms and Conditions

Using Our Website

All information presented on our website including prices, dimensions, product names, product numbers, pictures, etc. is 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.

If you have any questions, please call our office at 1-800-849-8876 during our normal business hours 8:00 a.m. - 7:00 p.m. EST, Monday - Friday. Prices are subject to change without notice. These terms and conditions are subject to change without notice.

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 1-800-849-8876.
  • 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.
  • A 20% restocking fee will be charged on products with standard notching (xxxx.5, xxxx.6, and xxx.75).
  • A 20% restocking fee will be charged on products made from our specialty wood types.
  • Custom-made products and custom wood types may not be returned including products with mortising or custom notching (other than standard quarter notched parts).
  • Products with hardware installed, holes drilled, or any other specialty service are considered custom and may not be returned.

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. While color consistency is desirable, there is variation in color in many items.  All of our products are intended for interior use only.

Shipping

Most packages ship in one business day. Custom orders will ship out according to the lead time given on the estimate. If you would like a more accurate lead time, please call us at 1-800-849-8876. Also, please note that while we make every effort to get your packages to you by your desired date, we cannot guarantee the timely arrival of your package.

Rush Orders

If you require same day shipping or confirmation of when your order will ship please call a customer service representative at 1-800-849-8876 during regular business hours, 8:00 a.m. - 7:00 p.m. EST, Monday - Friday. There may be an option to rush the order for an additional fee.  If you desire to add a rush to your order please call and speak to a customer service representative. We do also offer expedited shipping options. The expedited shipping options and pricing are available on the cart on our website. Saturday delivery may be available with Second Day or Next Day shipping for an additional charge per box. If you would like to inquire about Saturday delivery, please call and speak to a customer service representative.

Damaged Items

If you receive damaged items, call our office at 1-800-849-8876. With all damaged items we ask for a picture of the damage so we can observe the damage with you. The damage may have occurred during shipping. We will need to determine what caused the damage and what needs to be replaced. An inspection may 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.

Third-Party, Cookies, and Advertising

Third party vendors, including Google, show ads for Osborne Wood products across the internet. Through the use of cookies, third party vendors are able to serve more relevant ads based on the past visits to our website. Osborne is using Google remarketing data to serve the most relevant ads to our customers. Visitors to osbornewood.com are free to opt out of Google’s use of cookies at any time by visiting Google’s Ads Settings. Visitors can also opt out of a third-party vendor’s use of cookies by visiting Network Advertising Initiative opt-out page. Please see our Privacy Policy for further information of privacy and disclosure.

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.

Many items are offered in alder, cherry, soft maple, red oak, knotty pine, mahogany, black walnut, red birch, hard maple, hickory, lyptus, tiger maple, douglas fir, cypress, western red cedar, spanish cedar, beech, sapele, and heart pine. 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 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 via mail. Checks are converted to images and processed as ACH transactions. Wire transfers are available for large international orders and additional fees will apply. Sorry, we do not hold open accounts.

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. We also offer a large order discount for 15% off orders with a product total over $3,000.00. Any order over $3,000.00 will be subject to a 50% deposit.