Shipping & Return Policies

Shipping Options & Delivery Costs

We offer standard ground shipping via UPS or USPS for all boxes and LTL freight for all pallet orders. Precise shipping quotes are provided during checkout. You can also reference the table below to get an estimated shipping cost for pallets. The shipping cost per pallet gets significantly cheaper as you increase the quantity. Request a custom quote for bulk orders (over 4 pallets). All pallets will be shipped using one of our LTL freight partners. Your wood will come stacked on a pallet and be delivered in a box truck with a lift gate. The carrier will use a pallet jack to place the pallet anywhere outside your home on concrete. (Keep in mind the pallet jack cannot go into garage or up any concrete lips) THEY WILL NOT DELIVER INSIDE YOUR HOME. IF YOU HAVE THEM BRING YOUR FREIGHT INSIDE ANYWAY, AND THE SHIPPER RE-BILLS FOR INSIDE DELIVERY, YOU WILL BE SENT A BILL FOR THE ADDITIONAL CHARGES.

Ways to Save on Freight For Pallet Orders

• Order a larger quantity and save on average of 50% on shipping costs per additional pallet.
• Get free shipping inside Texas when you order 3 or more pallets. 
• Use a commercial address instead of residential.
• Let us know if you can unload the truck yourself with a forklift or other equipment.
• Arrange to have your order sent to your nearest distribution facility and pick it up from there.

Contact us if any of these apply to you for a custom shipping quote.

Order Processing Time

All orders placed before 12 PM Monday to Friday are processed and shipped within 1-2 business days. All orders placed after 12pm will be shipped within 2-3 business days. All orders placed during the weekend or on a public holiday will be fulfilled from our warehouse on Monday or on the next business day. We ship boxes using ground shipping which usually arrives within 3-5 business days. We ship pallets using SAIA LTL freight, which usually arrives within 3-5 business days. During inclement weather, please allow an extra day for processing. 

Delivery Address & P.O. Boxes

Please note that we are unable to modify the delivery address once you have placed your order. We are sorry but we do not ship to P.O. boxes.

International Orders

Your package may be subject to import duties and taxes. You, as the customer, are responsible for paying those fees. We recommend that you check with your local customs office before placing an order on our website as these fees can sometimes be significant and we are unable to calculate these for you.

Tracking Your Order

Once your order has been dispatched, we will send you a confirmation email with tracking information. You will be able to track your package directly on the carrier’s website.

Returns, Refunds, and Exchanges

We have a no return policy, however in the case, if you have received the wrong product, you have 30 days after receiving your item to request a refund.

To start a return, you can contact us at info@butlerwood.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@butlerwood.com.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as spices, food, flowers, or plants, and wood). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.