Shipping and Returns – Old Mill Timber Co.

Shipping & Returns

Made-to-Order Items

As a small, family-owned business, we take pride in crafting each item by hand. Depending on the number of orders in the queue, it may take up to 2-3 weeks to make and ship your order. We are constantly striving to improve our process without sacrificing quality.

If you need your order in time for a birthday, special occasion, etc., please don’t hesitate to reach out to [email protected] and we’ll see what we can do. Otherwise, we look forward to shipping your order out to you once it is ready!

When your order is completed and ready for shipping, you will receive a tracking number via email.

Return Policy

All of our products will be warrantied to be free from defects in material and workmanship for a period of 90 days from the date of receipt. Anything past 90 days will be considered on a case-by-case basis.

All returns require prior authorization. Call (937) 419-4980 for authorization. Authorized goods for return must be received within 14 days of authorization, in the original packaging, sent insured.

Damages which occur during return shipping will be the responsibility of the customer.

Defective Items

Defects are described as anything which will render the product as unusable such as cracks, splits, or warps. Natural coloration of the wood is not a defect. All defective items will be repaired, replaced or refunded. Defective items accepted for return will be shipped back to us at our expense. Return shipping to the customer will also be at our expense. Returned items must be in the original packaging, sent insured.

Repair, replacement or refund will be at our sole discretion.

Non-Defective Items

All non-defective items that are accepted for return will be at our discretion. All non-defective items will be charged a 20% restocking fee. Returned items must be in the original packaging, sent insured. Return shipping costs will be the responsibility of the customer.

Customer-Induced Damage

All items with customer-induced damage will not be acceptable for returns.

Special Orders

Due to the customer specific nature of special orders, customized/personalized items are not eligible for returns. Exclusions are for damages during shipping or manufacturing defects.

Freight Damage

If a shipped package arrives with visible damage, it is recommended to refuse delivery requiring the carrier to return the package to the original shipping point.

Reports for hidden damages must be made to us immediately after receipt along with photos and a written description of the damages. Claims will be made to the carrier and when the claim is accepted, a replacement item will be shipped.