White Mountain Lumber Return, Delivery, and Handling Policy

 

White Mountain Lumber strives to make delivery and return simple and predictable for all customers.

 

REGULAR IN-STOCK RETURNS:

Items stocked by White Mountain Lumber are returnable within 90 days of purchase in the original, resalable condition.

 

Our expansive warehouse allows us to protect products from damaging weather from the time they arrive from the vendor until receipt by the customer. White Mountain Lumber will not accept the return of items that show signs of weathering. It is strongly recommended that all customers follow manufacturer instructions for proper storage if they wish to have the option to return them. Items may be received by the customer in packaging that is meant for temporary protection during shipping. This should not be construed as permanent protection from the elements. 

 

White Mountain Lumber will have sole discretion to define the resalability of a returned item.

 

Any existing damage must be reported within 48 hours of receipt.

 

 

SPECIAL ORDER RETURNS:

Items special ordered for a customer that are returnable to the vendor can be returned within 30 days of receipt in original condition with a 25% restocking charge. There is a minimum restocking charge of $50. The minimum restocking charge applies per vendor and per return transaction. 

 

Many special order items are returnable. Most, but not all non-returnable items will be marked non-returnable or NR. Non-returnable items are generally those that are specifically produced for a customer by a manufacturer. These include windows, doors, custom siding, trusses, and custom-sawn lumber among others. The sale of non-returnable items becomes final as soon as the manufacturer has confirmed the order (Generally within 24-48 hours of the order being placed). White Mountain Lumber maintains the right to deem items non-returnable when there is an implied custom-nature to the product. If there is a question or concern about the returnability of an item it is strongly suggested that you discuss it with us before confirming your order.

 

Any existing damage must be reported within 48 hours of receipt by the customer.

 

All special order items become non-returnable if a customer does not take possession of them within 30 days of notification of receipt by White Mountain Lumber. White Mountain Lumber will contact the customer by the method indicated on the order form. We strongly suggest that you check the contact information on the order for mistakes or changes that need to be made. If you do not receive a copy of the order prior to confirmation we suggest you speak to your salesperson to confirm the contact information is correct and to obtain a copy of the order.

 

 

DELIVERY POLICY:

White Mountain Lumber offers JOBSITE DELIVERY of products. We will deliver your order to the jobsite and unload the order on the ground at the nearest safe location to the truck. It is solely the customer's responsibility to bring the material inside if that is their desire. Additional charges will apply if the driver is asked to help transport material inside a building or garage. It will be the driver's discretion to determine if the customer's requested unloading location can be accomplished safely.

 

White Mountain Lumber has a fleet of many trucks with which to complete deliveries. This includes forklift trucks, boom trucks, box trucks, dump body trucks, and pickup trucks. Requests for specific trucks may incur additional charges if the delivery can be otherwise accomplished and use of the requested truck would severly impact our delivery schedule. If a specific truck is required we strongly suggest that you discuss that with the delivery team when scheduling the delivery.

 

Delivery Cut-Off Times for Next Day Delivery:

10:00 AM - 1st Out / Early AM Delivery

12:00 PM - AM Delivery or Spefic Delivery Time

2:00 PM - Any Next-Day Delivery

 

These deadlines apply to deliveries within 30 minutes of White Mountain Lumber. Other deliveries may incur longer lead-times. Delivery time requests will be processed in the order they are received and are subject to prior commitments. Any requests outside the cut-off times will be treated as a request and will be honored if possible. Repeated requests for delivery outside the deadline may result in additional charges.

 

White Mountain Lumber does not drive over grass or easily disturbed ground. All requests to do so must be discussed with management prior to delivery. The customer must be on-site during delivery and they indemify White Mountain Lumber and its driver of all damage incurred due to the request. It will be the driver's discretion whether the request can be safely completed at the time of delivery.

 

 

BOOM/FORKLIFT RENTAL POLICY:

White Mountain Lumber delivery does not include the lifting or positioning of a load for unloading by hand.  If a request is made in advance the delivery will include a certain amount of time on site based on the delivery vehicle and the standard time to unload. Failure to request such service in advance will result in additional charges. 

 

Forklift truck delivery includes 30 minutes on site.

 

Boom truck delivery includes 45 minutes on site.

 

Time is measured from when the truck first engages its parking brake at the jobsite. The driver must maintain control of the delivery apparatus during the entire delivery and cannot help with unloading. The customer is responsible for assuring that the appropriate amount of labor is available to unload the truck within the delivery timeframe. 

 

Additional charges will be billed to the customer in 15 minute icrements if time on site exceeds the allotted time. As of 2024, that charge is $30 per 15 minutes.

 

 

DELIVERY RETURN POLICY:

Returns during delivery will only be accepted if the request is made prior to delivery. Our drivers cannot accept deliveries that have not been previously arranged. A request for return must include a list of items and the approximate quantities. Lumber return requests must include the length.

 

 

STORAGE POLICY:

With a few exceptions, White Mountain Lumber will store most special order items for up to 60 days free of charge until the customer can accept delivery. Time is measured from when the first contact attempt is made by our receiving department. After 30 days, any returnable items become non-returnable and a full deposit must be paid for the order. Unless previously agreed to, after 60 days a 1% service charge will be assessed for continued storage of goods. After 90 days and for each additional 30 day period a 2% service charge will be added to the order.