1SR. Return Policy
All sales are considered final and non-returnable after 30 days. Custom orders, Discounted/ Volume Priced orders, and Rush orders are non-returnable once production has begun on the materials ordered. Shipping Fees are NON-REFUNDABLE on all orders. You may return most standard items, if they have never been installed and are in good condition, within 30 days of delivery for a refund or store credit. You must sign into your online account on prowoodmarket.com and file an online Return Request, which will notify us of your intent to return an item. You will then receive an email with instructions on the return process. If a credit card refund is requested the order amount (not including shipping fees) is subject to a 20% restocking fee. Refunds requested as store credit are not subject to the 20% restocking charge, however the Store Credit must be used towards a future purchase from Pro Wood Market, otherwise a 20% restocking fee will be assessed . Please be advised that Pro Wood Market will not cover any shipping costs for delivery or return of product(s) unless the return is a result of our error (you received an incorrect item) . When returning any item , it is the customer’s responsibility to package the product securely to ensure no damage during return shipping. If the item(s) being returned are damaged prior to receipt by Pro Wood Market, Pro Wood Market assumes no liability of the damaged product(s) therefor we are not required to issue a credit for the damaged return.
To help ensure your return is processed as quickly as possible , all returns must be addressed as follows:
RETURNS – PRO WOODD MARKET
125 Business Dr. SW
Lilburn, Ga. 30047
2SR. Shipping times for most products
Pro Wood Market understands that getting your product quickly is important to you. We make every effort to process your order as quickly as possible. However, many items are made to order and require time to manufacture. For items already in stock, shipping can occur within a day or two, but for items not in stock or for custom orders, shipping can take up to 12 BUSINESS DAYS after you place your order. Custom and large orders take more time to be processed and manufactured. If we have any problems getting your product to you within the timeframe above, we will notify you by phone and/or email with the shipping date.
Rush order - If you want to place a “Rush” order, please make this clear to us when you order, but be aware that additional charges will be added both to the order and to shipping.
You will receive a set of 3 status emails when you place an order with Pro Wood Market:
Awaiting Fulfillment - We have received your order and payment has been received successfully. The order will now go into production, or will be pulled from the stock in our warehouse.
Awaiting Shipment - Product is ready for packaging.
Shipped - Shipping label was created for your package and is ready for pickup from the carrier (you will receive email from us with the tracking number).
3SR. Shipping Cost T1 - Standard Orders* under $99.00
Order under $99.00 pay only $12.99 in the contiguous 48 US states.
4SR. Shipping Cost T2 - Standard Orders* over $99.0
• Standard orders* $99.00 and over qualify for free shipping to the contiguous 48 US states.
• Some oversized products require a minimum purchase quantity of 2 or more. Select products also include a volume discount when you purchase 2 or more.
• Exchange orders and Custom orders do not receive Free Shipping.
• Qualifying orders must select Free Shipping at checkout in order to receive one.
• Free Shipping Offer cannot be applied to previous purchases.
• Orders are shipped from our distribution centers. Our logistics experts determine the quickest, most efficient route to get your items to you as quickly as possible. However, items shipped long distances may increase shipping times up to 5 days.
5SR. Shipping Cost T3 - Custom Orders**
Custom orders** ARE NOT eligible for free shipping. Shipping charges for custom orders will be based on the size of the product and the distance shipped.
Cancellations on stock product(s) prior to beginning production will result in a full refund. All custom orders are non-refundable after the order has been processed and paid for. Once the order has been placed to your specifications, Pro Wood Market will provide shop drawings to you via email for your review. You will need to accept or decline the drawings as shown in the email within 10 days, otherwise the order will be sent to production based on the original specifications that were confirmed when the order was placed. The products will then be manufactured to those specifications and shipped when completed.
7SR. Manufacturing defects
We will provide free replacements for manufacturing defects. You must email us at email@example.com a digital picture of the defective product(s) within 5 days of receiving the item from us. Please learn more from 5TU. Consumer Agreement.
You should expect to receive your refund within four weeks of giving your package to the return shipper. However, in many cases you may receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank or credit card to process our refund request (5 to 10 business days).
Standard Orders* - Product will be made to according specifications listed on product page and 5TU. Consumer Agreement
Custom Orders** - Made to order, according to the customer's specifications and 5TU. Consumer Agreement