Returns, Cancellations & Order Issues

At WG Wood Products, most of our products are handcrafted and made to order specifically for you. Because your order may include your choice of size, configuration, wood species, finish, doors, and other options, our return and cancellation policies are different from those of a traditional retail store.

We want you to be happy with your order. If something isn't right when it arrives, please contact us so we can work with you to resolve the issue.

Because our products are custom made to order, returns are generally not accepted.

In the unlikely event that WG Wood Products authorizes the return of a product that is not damaged and the return is not due to an error on our part, the customer is responsible for return shipping and for adequately insuring the shipment against loss or damage.

All returns require prior written authorization from WG Wood Products. Products returned without written authorization will not receive credit.

If an authorized return is damaged while being shipped back to us, WG Wood Products cannot issue credit for the damaged product. The customer will be responsible for filing a claim with the return-shipping carrier or insurance provider.

We do not accept cancellations or order changes by telephone. This helps prevent misunderstandings and provides both you and WG Wood Products with a written record of the request.

WG Wood Products will provide a cancellation confirmation number when a cancellation has been accepted. A cancellation is not considered confirmed until you have received this number from us.

Because work may begin shortly after an order is placed, cancellation fees apply. The minimum cancellation fee is 20% of the product cost, excluding shipping. Depending on how far the order has progressed and whether doors, materials, or other components have already been ordered, the restocking/cancellation fee may be as much as 75% of the product cost.

Refusing delivery of an order does not constitute an authorized cancellation or return, and no credit will be issued for refused shipments.

Please inspect your order promptly after receiving it.

Any product problems or defects must be reported to WG Wood Products within 30 days of receiving your order. Products stored for later installation should still be inspected within this 30-day period.

If you believe there is a problem with one of our products, please contact WG Wood Products first before making alterations or attempting repairs. Because we manufacture these products, we can often identify and resolve an issue quickly.

Depending on the circumstances, a solution may include replacement parts or, when necessary, replacement of the product.

Please keep the product, original boxes, and packing materials for at least 10 days, or until we tell you they are no longer needed.

If a return is necessary because of an error by WG Wood Products, we will pay the authorized return-shipping costs.

If you receive an item that does not appear to match what you ordered, please contact us immediately.

Keep the original boxes and packing materials for at least 10 days while we determine how the issue should be resolved.

If an item needs to be returned because of an error on our part, we will provide instructions for its safe return.

Changes to an order may be possible after it has been placed, depending on where the order is in our production process.

Approved changes are subject to a change-order fee of at least $30. Additional charges may apply when the requested change requires us to purchase new doors, materials, components, or other items after the original materials have already been ordered.

Please contact us as soon as possible if you need to request a change.

For your protection and ours, shipments valued over $150 may require a signature.

Once a shipment has been picked up by the carrier, we may not be able to change its delivery requirements. You may be able to contact the carrier and request that the shipment be held at its local facility for pickup.

If you want to request that the Direct Signature Required service be waived, please contact us by email before your order ships. We will acknowledge your request and attempt to accommodate it when possible. If the signature requirement is waived at your request, WG Wood Products cannot assume responsibility for the shipment after it has been picked up by the carrier.