Shipping, Returns & FAQ
Current typical lead times are listed on each product page and depend on the specific product. Lead times are estimates and vary depending on our current project and order load. Please contact us if you have any questions or for a more specific shipping time estimate.
Orders with multiple products are shipped once all products have been manufactured. We may be able to ship some items before others if requested, but this may be subject to additional shipping costs.
Orders that contain products that require freight shipping may require an additional few days to be packed and shipped.
Products are typically shipped via FedEx or UPS and you will receive a tracking number once your order has been shipped. Orders that include items over 8 feet are shipped via freight shipping.
Our made-to-order items are manufactured and ship from our shop in Brooklyn, New York.
Most of our products ship from New York City or New Jersey.
Typical FedEx or UPS Ground shipping transit times (after an item has been manufactured and/or packaged) can be seen at the links below:
We may or may not be able to expedite your order, depending on our current project load and the complexity of your project.
If you would like to inquire about expediting your order, please contact us at email@example.com or 718.649.0333.
Expedited shipping options are also available at checkout. However, please keep the estimated lead times listed into account, as products need to be manufactured and packed before shipping.
Shipping rates are automatically calculated during the checkout process based on the weight of your order and your location.
Free ground shipping is offered for orders over $99. This offer excludes custom orders and orders that require freight shipping (items over 8 feet long).
We can ship most of our products to Canada and may be able to ship to other countries. However, we will need to provide you with a custom shipping quote. Shipping outside of the United States is not available at checkout by default.
Please contact us at firstname.lastname@example.org with your shipping address and the items you're interested in and we'll be happy to give you a shipping quote.
In the event that there is a delay in the receipt of your order due to a shipping problem, please call our office at 718.649.0333 or email us at email@example.com. We will contact the shipping company and attempt to resolve the problem as quickly as we can. All items are shipped with a tracking number.
Please contact us immediately. If your item has not yet shipped, we'll be able to change your shipping address.
We are unfortunately unable to change shipping addresses after an order has been shipped.
Items that are returned to us as a result of an incorrect address will be subject to additional shipping fees to re-ship.
We fully inspect all merchandise while manufacturing and before shipping.
If your order arrives damaged, please call our office at 718.649.0333 or contact us at firstname.lastname@example.org immediately. Damage may have occurred during shipping. We will need to determine the cause of damage and what needs to be replaced. An inspection will 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. Please allow ample time for inspection and a decision.
We will accept returns for defective items at our discretion. Defects or damage must be reported within three days of the receipt of shipment. Please inspect items upon their delivery to ensure that no damage has occurred during shipping.
Returns for return-eligible products must be made within 30 days of your order shipment or pickup date.
To initiate a return request, please visit your account page, go to your order and click the "Request return" button.
Since they are made to order, we are unable to accept returns or provide refunds for the following items: Wood balusters, wood newel posts, table legs and other custom or made to order items.
All products may be subject to up to a 30% restocking fee.
We cannot provide refunds for shipping and handling and return shipping is the responsibility of the customer. We are not responsible for lost return packages or damaged items during return transit and recommend shipping returns with a tracking number. Items returned damaged as a result of poor handling or packaging will not be credited.
If your order received free shipping, a shipping fee will be deducted from your return amount.
Refunds can only be made to the payment method that was used to place the order.
Please allow up to 10 business days for credit to be issued once we receive your returned item.
If you'd like to cancel an order made in error, please contact us immediately. If an order has already been shipped, you are responsible for return shipping for return-eligible items.
Due to credit card & transaction processing fees that are not refunded to us by our payment processor, there may be a 5%-10% nonrefundable fee for canceled orders.
We are not able to cancel orders with made-to-order products once production has already started.
Any changes to orders must be confirmed via email, so that we have a written, confirmed record of your request.
Please email or call us with any questions.
Absolutely. We can create custom items or customize any of our current products. If you'd like to customize any of our stock products, please contact us or see our customization page for more info.
Please see our wood type page for more info.
We unfortunately do not do installations or repairs. We just manufacture and sell parts.
While we strive to make each piece as uniform as possible and photograph products as accurately as possible, there will be some unavoidable color and grain variation in items due to the unique nature of wood.
Some of our product photos are computer renderings. The wood grain patterns of our actual products may be different from the renderings due to the nature of wood and the production process.
Our wood products are not stained or finished and are sanded and ready to be painted or stained unless otherwise noted.
All of our products listed on our website are intended for interior use only but we can manufacture for outdoor use if needed. Please contact us for more info.
We periodically offer discounts. Discount codes are not applicable to custom items that are not listed on our website.
We cannot make price adjustments for orders that are placed prior to discounts becoming available. We are unable to cancel previous orders to apply discounts to new orders.
We sell gift cards, which are good for store credit at JMPwood.com.
Expiration date is five years after purchase.
Gift cards are non-refundable.