Return Policy

If product is refused at time of delivery then you are responsible for paying a 20% restocking fee and all related freight charges.

If for any reason you need to cancel your current order with AltruWood, you will need to contact info@altruwood.com as soon as possible. If the product has already shipped, you will need to arrange for a return. There will be a 20% restocking fees plus all applicable freight charges. If the product has not shipped, you may make the cancellation at no charge.

AltruWood stands behind every product we sell. If for any reason you are not satisfied with your purchase, return it for a refund or exchange within the guidelines below:

  1. Customer is expected to inspect the material upon arrival. If the product fails to meet the conditions stated on the invoice or the purchase order, you must clearly note it on the bill of lading. Customer is responsible to arrange shipment and returns are subject to a 20% restocking fee.
  2. It is the customer’s responsibility to accurately estimate product quantities required. Product overages are not subject to return. Customer may request a return on product overages that may or may not be granted. Customer is responsible to pay for shipment and a 20% restocking fee.

Damage and Replacements:
At the time you receive your order, you need to be aware that you MUST check the order for damages or missing items. If you do not check the materials yourself, please make certain that the person signing for them checks for damages or missing items. If no damages are noted on the bill of lading, AltruWood cannot be held responsible for any damages or shortages that occur. You should look for anything suspicious, such as rounded corners, denting and gouges. It is important at this stage to come up with an accurate count of damaged or missing pieces and note them on the bill of lading. If upon closer inspection you decide that you might be able to utilize the damaged materials, you should still note the damages. If after noting the damage, you decide you cannot utilize the materials, contact AltruWood at info@altruwood.com. Not every order will have visual proof of damage on the outside. If you accept a shipment and sign for no damages or shortages, later discovering that there indeed are damages or shortages, you must contact the delivery company within 48 hours of delivery to report it. AltruWood cannot file any claims on your behalf after 15 business days from the time of delivery, or attempted delivery. We are happy to answer any questions in the unlikely event that your order is damaged in shipment, and we can assure you that as long as any damages are noted properly there will not be any difficulties in the replacement process.