What Can I Expect When I Order?
At Osborne Wood Products we want to make your ordering process as easy and seamless as possible! Maybe you have questions about what happens after you hit "submit". We want to help answer any of your questions so that you can order from Osborne with absolute confidence!
When will my order ship?
At Osborne Wood Products we strive to keep our items in stock. We also have a full production facility to manufacture turned components. We want to offer you the highest quality product as fast as possible!
Osborne's standard turnaround time is same or next business day. Please keep in mind that we are not available Saturday or Sunday, so orders placed on Friday are not promised until the following week.
When will my items be delivered? Will they be delivered on Saturday?
Due to COVID-19, standard delivery times are no longer guaranteed by UPS or FedEx. If you select a time-sensitive delivery option, Osborne cannot guarantee that UPS or FedEx will meet your timeline. Please note: If an order did not arrive on time due to a failure of delivery services to meet an expedited delivery schedule, Osborne will not be able to expedite the reshipped order.
Our preferred carrier is FedEx. If you are located within the continental United States, you can typically expect to receive your order within 3-5 business days after shipment. We will send you an automatic email when your order ships that includes a tracking number for your packages.
FedEx and UPS do not consider Saturday or Sunday business days; therefore, orders being shipped to business addresses will not be delivered on the weekend. This means that if you are expecting two-day shipping and the order was shipped on Thursday, you will not receive the order until Monday.
It is possible for packages to be delivered on Saturday when shipped to residential addresses via FedEx. Certain ZIP codes are even eligible for Sunday delivery. If you need further assistance with shipping or have additional questions, contact our office.
What if the items I ordered aren't in stock?
When you finalize your order our front office team is made aware of your order. If anything would keep your packages from being shipped, like items being out of stock, we will alert you immediately!
When your order is placed, our system immediately alerts our staff to any order shortages. Our team is able to quickly determine when your items will be prepared for shipment. We'll give you a call and/or email you to let you know exactly when your items will leave our facility if it varies from our promised ship date.
What if my card doesn't go through?
Besides items being out of stock a declined credit card will also hold up an order. When an order is placed our system places a hold on the card for the total amount of the order. When the order ships, that charge is finalized with your credit card company.
If your card does not have adequate funds when the order is placed, our office staff will contact you immediately.
What if my order needs to be made?
Please keep in mind that larger, more complex items have a longer lead time. This can include items such as architectural columns, table tops, and full table kits. Please allow 3-5 business days for such items.
Is there a cut off time for same day shipping on orders that need to be made?
Our hours are 8:00am - 5:00pm EST. We recommend that for urgent requests that your order is placed as early in the day as possible. Our shop will work hard to create as many components as possible to ship that same day. However, orders placed near the end of the day may ship the following business day if they require boards to be glued up, etc. If you have an urgent order, please contact our office for an exact lead time.
What if my item arrives damaged?
If our items arrive to you in anything other than exceptional condition, we want to hear about it and make it right! If an item is damaged or cracked during the shipping process please call us immediately for a replacement. Please read our full Replacement Policy for more information.
What if there are cracks or quality issues?
Again, if our items arrive in less than exceptional condition, please let us know! Please DO NOT finish or modify the product prior to contacting us, as this may make the product no longer eligible for return. Please read our full Replacement Policy for more information.
Can I return my order?
Items can be returned for any reason within 30 days of receipt. After 30 days your items will incur a restocking fee. The shipping cost is Not included in any refund, as this service has been rendered to you. Items must be returned in their original condition. Items considered custom may not be eligible for return. Please read our full Return Policy for more information.