At Appalachian Woods, we are committed to providing an extraordinary experience and products that stand the test of time. Because our products range from curated sample boxes to highly specific, custom-milled flooring, our policies are categorized by product type to ensure clarity and fairness.
1. Wood Samples
Samples ordered through our website are provided as a tool for color and texture verification.
- Final Sale: Due to the low cost of these items and the nature of shipping, all sample sales are final and non-refundable.
- No Returns: We do not accept returns on individual samples or sample boxes.
2. Custom Orders
Almost all our flooring, wall planks, lumber, furniture and door orders are custom-made to your specific requirements.
- Non-Refundable: Because these items are manufactured to order, they are non-refundable once production has begun.
- Production Standards: We guarantee that our products will meet the standards outlined in our Product Specification Sheets and your specific Sales Order regarding species, character, dimensions, moisture content (6–9%), and grade.
- Our Commitment: If we make an error or send products that are defective or do not match your Sales Order, we will make it right by providing replacement material.
3. The “Installed = Accepted” Standard
To protect both the customer and the craftsman, we adhere to the following industry standard:
- Pre-Installation Inspection: The consumer or installer is responsible for inspecting each piece of wood prior to installation.
- Acceptance of Material: Installation, cutting, or shaping of the wood constitutes final acceptance of the material.
- Post-Installation Liability: Appalachian Woods accepts no responsibility or liability for any material once it has been installed. The responsibility for moisture-related failures or claims related to visible defects lies with the installer.
- Installation Guidelines: We recommend that all products be installed and finished in accordance with the National Wood Flooring Association (NWFA) guidelines.
4. Damaged Items (Freight & Shipping)
We take great care in packaging your order, but transit issues can occur.
- Reporting Window: If your package or pallet arrives damaged, you must contact us within 48 hours of delivery.
- Contact Information: Please call us at 800-333-7610 or email sales@appalachianwoods.com immediately so we can resolve the issue and initiate our courtesy claim process.
- See our “Shipping & Delivery” page for more details
5. Natural Variations
Reclaimed wood products are exceptionally varied in appearance and characteristics. While our Sales Orders and Product Spec Sheets are designed to set clear expectations, please note that natural variations in grain, color, and character are inherent to the product and are not considered defects.