Our Refund Policy
With A Receipt
- Arrow Timber can provide a refund within seven days of purchase
- All returned goods must be unused, in original packaging and in saleable condition
- Receipts must be valid and intact
All refunds will be provided back in the original tender. Debit and credit card refunds must be processed back onto the original card.
Without A Receipt
- A valid receipt must be presented for returned or exchanged products.
Trade Account Returns / Exchanges
Arrow Timber account customers need to provide the original invoice in store for returned or exchanged products. A credit note will then be issued against the current account.
Regrettably, Arrow Timber cannot offer a refund or exchange on the following items:
- Any product/s specifically machined to size at your request
- Custom made products
- Non-stocked products specifically ordered at your request
Arrow Timber Framing, Llc. Return Policy
If you want to return any merchandise, for any reason, we will accept returns within 30 days of your receipt of the order. Exceptions: items that have been installed or are missing original packaging. Also, some items we sell are both time and temperature sensitive, so we can offer no returns on foams, mastics or tapes.
Defective Product Returns
If a product fails within 1 year from your purchase date (unless otherwise noted), please call Bert to issue your claim. If the merchandise fails during the manufacturer's product warranty, but after one year from the purchase date, Arrow Timber Framing reserves the right to refer you to the manufacturer for replacement or service of the failed product. Exceptions: time and temperature sensitive items; foams, mastics or tapes.
Arrow Timber can only offer on-site repairs for products that we personally have installed, and subject to the conditions of the manufacturers warranty. Outside of this, any parts and labor required to repair or replace defective items must be provided by you or your installer. Arrow Timber MAY be able to offer for-fee on-site assistance under our Service Call Agreement.
If a product we install fails within 1 year from your purchase date we will repair or replace the item per the manufacturers warranty, in effect, at no cost for the labor. Depending on the specific warranty, you may be charged for some parts in whole, or on a pro-rated basis. This does not apply to normal maintenance and/or parts.
If a product we install fails after 1 year from your purchase date we will repair or replace the item per the manufacturers warranty, although we will need to charge for labor costs. Depending on the specific warranty, you may be charged for some parts in whole, or on a pro-rated basis.
Our commitment to privacy
Your privacy is important to us. To better protect your privacy we provide this notice explaining our online information practices and the choices you can make about the way your information is collected and used. To make this notice easy to find, we have a link to this information on every page of our web site.
The information we collect
This notice applies to all information collected or submitted on the Arrow Timber Framing website. On some pages, you can request information or ask to be contacted. The types of personal information collected at these pages are:
1. Your name
2. Your mailing address
3. Your E-mail address
4. Your phone number(s)
5. Any other specific information to help answer your inquiry better
How we use information
We use the information you provide about yourself when requesting information only to complete that request. We do not share this information with outside parties.
We use return E-mail addresses to answer the E-mail we receive. Such addresses are not used for any other purpose and are not shared with outside parties.
You can contact us through our web site if you would like to receive information, be contacted by a representative or to receive updates on our products and services. Information you submit on our web site will not be used for this purpose unless you agree to be added to our mailing list.
We use non-identifying and aggregate information to better design our web site For example, we may use gathered information to tell that X number of individuals visited a certain area on our web site, but we would not disclose anything that could be used to identify those individuals.
Finally, we never use or share the personally identifiable information provided to us online in ways unrelated to the ones described above without also providing you an opportunity to opt-out or otherwise prohibit such unrelated uses.
Arrow Timber Framing, Llc. Delivery and Shipping Policy
Shipping & Delivery
Arrow Timber is committed to shipping all orders within two weeks after receipt of order; custom orders may take longer. Although committed, we do not guarantee shipment by a specified time. If you require expedited shipping, please contact us by telephone to discuss your needs.
All items purchased from Arrow Timber Framing are shipped FOB factory. This means that the risk of loss and title to such items pass to purchaser upon delivery to the carrier.
Arrow Timber Framing, Llc. Cancellation Policy
Currently, Arrow Timber Framing, Llc. accepts partial returns on stock items only. We cannot accept returns on custom orders. If you are unhappy with your order, there is a penalty of 50% of the cost of the item to restock it. We do not cover the return shipping cost.
Cancellation of any order for custom products must be received by Arrow Timber in writing prior to the fabrication of any unique components. Cancellations on stock items prior to beginning production will result in a full refund. Cancellation on stock items where production has already begun is subject to a penalty equal to 50% of the cost of the item(s).