Return Policy
Cancellations, delivery damage, returns, and warranty coverage. Every piece we build is made to order, so a few of these terms differ from what you may expect from a retailer that ships from a warehouse.
Within 1 hour
After that, your lumber is already ordered and paid for.
Tell the driver
Damage must be noted before the driver leaves.
Not returnable
Shipped orders can't be returned for buyer's remorse.
Items damaged upon delivery must be communicated with the driver while they are still present. We will then bring the product back for repair and immediate reshipment. If damage is not noted at delivery per our instructions, we may be unable to process the claim.
Residential Orders
Cancellations & Changes
Request a cancellation within 1 hour of purchase. We purchase your lumber almost immediately, so after that window our lumber order is already submitted to our mill and paid for. This applies to both website sales and custom invoices.
We do accept exchanges or modifications to your order — contact us as soon as possible. Once your order is placed there is a window in which changes can still be made. We will notify you by text when your order can no longer be adjusted.
Damage in Transit
We will replace and/or repair items damaged in transit, as long as the damage is properly noted upon delivery per our instructions. Damaged items are brought back for repair and immediate reshipment.
Returns & Refunds
In the rare event that your order is inaccurate or has a defect, Lumber2Love will replace the item and correct the issue.
Due to the high costs of packaging and freight charges, we are unable to offer returns or refunds on shipped orders for buyer's remorse.
Lumber2Love pieces are crafted from solid hardwood, and we only use real wood. Real wood has natural variation, and that is not a defect. Any characteristics of handmade furniture are not considered defects.
Commercial Limited Warranty
Warranty Coverage
Lumber2Love provides the following limited warranty on all furniture products, valid from the date of delivery and applicable to the original purchaser only. Warranty claims must be submitted directly through your Lumber2Love sales representative or by contacting our Customer Care team for assistance.
Clearance, showroom, and promotional items are sold as-is and are not covered under this warranty. These items are not eligible for returns, repairs, or exchanges.
Warranty Limitations & Exclusions
Proper care and use of your furniture are essential to maintaining coverage under this warranty. This limited warranty does not cover damage resulting from:
- Accidental damage, misuse, abuse, or neglect
- Normal wear and tear over time
- Scratches, dents, chips, or abrasions
- Natural wood movement, checking, or minor cracking
- Variations in wood grain, color, or texture
- Fading, discoloration, or finish wear due to sunlight, moisture, heat, or environmental exposure
- Staining from spills, chemicals, or improper cleaning
- Weathering or deterioration resulting from outdoor or semi-outdoor use unless the product was explicitly designed for exterior use
Because each Lumber2Love piece is handcrafted from natural hardwoods, minor variations in color, grain pattern, knots, and texture are inherent characteristics of solid wood furniture and are not considered defects.
Labor, Freight & Installation
Lumber2Love is not responsible for labor, handling, removal, installation, or freight costs associated with warranty repairs or replacement parts. This includes, but is not limited to:
- On-site service or repair work
- Third-party labor or installation fees
- Shipping costs for replacement components
Any approved repairs or replacements will be determined at the sole discretion of Lumber2Love.
1-Year Limited Warranty
Lumber2Love offers a limited one (1) year warranty covering defects in craftsmanship and materials under normal residential or commercial use. This warranty applies to:
- Structural integrity of the furniture
- Joinery and assembly
- Upholstered seating components (when applicable), including fabric, leather, or foam, against manufacturing defects such as tearing or abnormal discoloration
This warranty does not cover decorative pillows or loose accessories.
Certain upholstery or fabric manufacturers may offer additional manufacturer warranties beyond Lumber2Love's coverage. Please contact your Lumber2Love representative for details on applicable third-party warranties.
How to Reach Us
For cancellations, changes, delivery damage, or a warranty claim, contact your Lumber2Love sales representative or our Customer Care team. Having your order number and photos of the issue ready will speed things up considerably.