True Hardwoods sells only first quality products online. We are an authorized dealer for every product that we sell. Therefore, all the products will be backed by the manufacturer’s warranty. To see us on a manufacturer’s authorized dealers list, go to their web site and type our zip code 30103 in their find a dealer/find a store/where to buy section. For example, Shaw’s website is www.shawfloors.com. From there, select “Where To Buy” then “Find a Store.” This is the final URL https://shawfloors.com/stores.
In order to receive the manufacturer’s warranty, you must follow their installation guidelines word for word, no exceptions. The warranty information for each manufacturer can be found on that manufacturer’s website, or you can request a copy to be sent for the product you are purchasing from us. Please ask a sales representative. We strictly adhere to the installation guidelines, making their policy our policy in regards to decisions made about a warranty issue, and the action taken or not taken during a warranty claim.
Sales
200 sq/ft minimum on all orders
You may call toll free (844) 744-7558 to order.
Pictures on website are just for reference and products should not be ordered from pictures. Please see a sample before ordering. True Hardwoods is not responsible for orders that DO NOT match pictures and normal return charges will be applied. It is the responsibility of you the customer to make sure the product you are ordering is fit for you project.
No Cancellations/ No returns Policy: We have a strict no cancellation/ no returns policy. Most of the products we sell are ordered in, therefore we do not take returns. Please make sure the installer has accurately calculated your quantity needed. We do not take back any boxes that have been opened All orders are final upon receiving payment. A few exceptions do apply. If we choose to accept the cancellation of your order, there will be a 30% restocking and handling fee or a 5% processing fee, depending upon if the product has delivered to us or not. The refund amount, with or without the restocking fee, will only be given once the material arrives at our location. A DEFINITE 5% CREDIT CARD PROCESSING FEE WILL APPLY ON ALL CANCELLED ORDERS.
Refunds could take up to 7-10 business days to process. We do not take returns or accept cancellations after 30 days from the order date.
There is a no return policy on all moldings, so please double check with your installer and make sure you order the right transitions. Trim and transitions are not guaranteed to match perfectly. Since hardwood has a lot of variation, the transition pieces are designed to blend with the flooring, and not always match. We will will not accept moldings back that have been cut, even if the wrong ones were sent.
Full payment must be received before the product leaves our warehouse.
Shipping
There’s no need to drive all the way to Georgia to pick up your wood. We also ship to the lower 48 states. We will give you a tracking number, and all residential delivery customers will receive a phone call one day ahead of delivery to schedule a time.
If you live on an Island, please tell us ahead of time so we can give you an accurate shipping quote.
Most all residential deliveries are CURB-SIDE deliveries by a transfer truck, so please note that a residential delivery does not include the product being brought inside the house or even unloaded off the truck. We use common carriers on all our shipments, so the drivers are not required to unload it, but some may help. The cartons must be taken off the pallet one by one, unless a forklift is present. A liftgate and inside delivery can be requested, but additional fees do apply. The majority of orders are delivered using an 18-wheeler with a 53-foot trailer. Ultimately, the driver of the truck delivering your order has the discretion of whether or not he or she can get to you driveway safely. Should the driver find that it is unsafe to deliver directly to your driveway, please be prepared to meet the driver at a safe location to offload the freight.
Even though we strive to make sure that your product gets there all in one piece, sometimes cartons do get damaged along the way. If this happens, make sure to make a note of every carton damaged on the driver’s delivery receipt otherwise we cannot help with the damaged boxes. Our Freight Carriers require that we salvage all the good material in the boxes, so do not refuse any damaged boxes. Only refuse the entire shipment, if the entire shipment is destroyed. The replacement cartons will have to equal the DAMAGED UNUSABLE PORTION to the nearest greater number of
cartons. Example: If there are three cartons damaged, but only ten individual boards are damaged between the three, we will send you one carton. Any material that is damaged on the ends will not be counted as damaged material, but as waste, and will not be replaced because it can be cut and used against the walls. Please check to make sure that all the cartons are the correct material at the time of delivery. It is also your responsibility to ensure that the carton count is the same as is on the delivery receipt. In any case, please discuss discrepancies with your salesman before refusing any material.
WE DO NOT DELIVER ON SATURDAYS OR SUNDAYS! Shipping typically takes b/w 5-10 business days, and in some rare cases even longer. So please check with your salesperson for an estimated shipping
time period.
True Hardwoods will not be held responsible for cost associated with rescheduled installations due to product delivery delays. Please do not schedule your installer until you have the material in your possession.
Installation
We only offer installation in certain areas of the southeastern United
States. Ask your sales rep if your project qualifies for our expert installation services. If you are located outside of the southeastern United States, you can find an installer at https://cfiinstallers.org/find-an-installer/
Claims
Since we are authorized to sell all products offered, you will receive the full warranty as it is stated by the manufacturer. If any issues should arise with the product you purchased from True Hardwoods, the claim must be handled through True Hardwoods. Contact your salesperson to initiate a claim. If you are unable to reach your salesperson, you may emailsales@truehardwoods.com
Before starting a claim, please have the invoice number ready, as well as the exact issue, the quantity in question, and plenty of pictures showing a detailed account of the issue. True Hardwoods will do whatever we can to make sure you get your issue resolved, which may or may not include the hiring of a certified inspector to document the issue. If the product is not installed, in most cases we require that a full unopened carton be sent back for inspection. The customer will be responsible for the cost of return shipping. If the claim is approved, that cost will be refunded.
The claims process can take up to 90 business days, however, claims are usually resolved in 20-30 business days. Please be sure to follow the guidelines set forth by the manufacturer. If you hire your own installer, please read the installation guidelines thoroughly to ensure proper installation.
Jurisdiction & Venue
Jurisdiction and venue for any actions arising from a purchase or transaction shall be Bartow County, Georgia regardless of the Parties’ place of business or residency, or the material’s shipping point.
