Shipping and Returns

Shipping and delivery information

tar-river-shipping-returns We know ordering timber products online can feel like a big decision, and we want you to feel completely confident shopping with us. From the moment you place your order to the day it arrives (and beyond), we’re here every step of the way to make sure everything goes smoothly. If anything ever doesn't feel right, or just not what you expected, we’ll make it right. Our team is easy to reach, quick to respond on multiple channels, and genuinely committed to taking care of you.

Average shipping times

Once you place an order, we’ll process it promptly and send you an email with clear tracking details as soon as your products ship. Most items ship within 5-7 business days, but large or custom timber packages may require additional preparation time—if that’s the case, we’ll communicate clearly so you always know what to expect.

Freight carriers and arranging a drop-off time

We partner with reliable freight and delivery companies to ensure your timber products arrive safely and in excellent condition. Because of their size, timber packages and larger items ship by specialized freight carriers directly to your address. Before your delivery, the freight carrier will reach out to arrange a convenient drop-off time and ensure someone will be available to inspect and receive your items.

Specifying a drop-off location (if desired)

Please note, deliveries will be delivered curbside unless otherwise specified or arranged. For special requests (such as driveway delivery, difficult access, or remote locations), please contact us before ordering—we’ll happily provide options and clear estimates for any additional costs involved.

Receiving and inspecting your delivery

When your order arrives, please inspect your products carefully before signing for the delivery. In the rare case of damage during transit, simply note any visible damage clearly on the freight delivery receipt, and contact us right away (within 48 hours of receipt). We’ll promptly work with you to resolve any issues and get everything sorted out.

If there is concealed damage—something you notice only after opening your shipment— please contact us immediately (within 3 days of delivery). Take clear photos of the damaged product, packaging, and labels, as these help us handle your claim quickly and effectively.

Returns & exchanges

We want you to be completely happy with your order. If something isn’t right, please reach out within 7 days of delivery, and we’ll help you set things straight.

Standard products: If you change your mind about a standard item, you may return it within 14 days of delivery. To qualify for a refund, the product must be unused, undamaged, in original packaging, and in resalable condition. Please contact us first to obtain a return authorization. Return shipping costs are the customer’s responsibility, and refunds will be processed once we’ve received and inspected the returned product.
Custom & made-to-order products: Because custom-built timber products are tailored specifically to your specifications, they’re not eligible for returns or exchanges—unless they arrive damaged, defective, or incorrect. Of course, if we’ve made an error or there’s a manufacturing issue, we’ll promptly replace or repair your item at our own expense.
Incorrect or defective items: If your order arrives defective or you received an incorrect item, let us know right away. We’ll make things right by arranging return shipping and sending out a replacement product as quickly as possible.

Cancellations

You can cancel or adjust standard-item orders within 24 hours of placement, provided your items haven’t been manufactured, assembled or shipped yet. Custom and made-to-order items are eligible for cancellation only before production begins—typically within 48 hours. Please contact us quickly if you need to modify or cancel your order.

Have questions or need help?

We’re here to help! Feel free to reach out anytime by email or phone—our team is happy to assist you and answer any questions.