Shipping policy

Shipping Policy

Last Updated: July 30, 2026

Made-to-Order Production

Most Stumps Custom Wood products are handcrafted, customized, personalized, or built to order. These products are not pulled from ready-to-ship inventory and require production time before they can be packaged, scheduled for delivery, transferred to a carrier, or shipped.

Estimated lead times vary by product. The lead time listed on the applicable product page at the time of purchase will generally apply to the order unless otherwise stated in writing.

Lead times begin after the order has been successfully submitted, payment has been approved, and all required measurements, selections, customization details, approvals, and customer information have been received.

Customer-requested changes, missing information, delayed approvals, payment issues, or difficulty contacting the customer may extend the estimated production and delivery timeframe.

Production, Shipping, and Delivery Estimates

All production, completion, shipping, driver-scheduling, transit, and delivery timeframes provided by Stumps Custom Wood are good-faith estimates and are not guaranteed dates unless Stumps Custom Wood expressly agrees to a guaranteed deadline in writing.

An estimated production or completion date is not the same as a shipping or delivery date.

Once production is completed, additional time may be required for:

Finishing, staining, painting, sealing, curing, or drying
Quality inspection
Corrections, repairs, or rebuilding when necessary
Packaging and shipment preparation
Freight scheduling
Carrier pickup
Driver availability
Delivery-route coordination
Combining deliveries within the same geographic area
Customer scheduling and availability
Weather, traffic, road conditions, or vehicle issues

Customers should not schedule contractors, installers, construction work, events, move-in dates, travel, or other dependent services until the order has been delivered and inspected.

Stumps Custom Wood is not responsible for contractor fees, missed appointments, project delays, event expenses, lost income, temporary housing, storage expenses, rental charges, or other incidental or consequential costs resulting from an estimated production, shipping, or delivery date changing.

Deadlines, Events, and Guaranteed Delivery Services

Stumps Custom Wood does not guarantee that an order will be completed, shipped, or delivered by a customer’s personal deadline, contractor appointment, installation date, move-in date, birthday, holiday, wedding, event, project schedule, business opening, or other time-sensitive occasion unless a guaranteed deadline service has been expressly approved by Stumps Custom Wood in writing and the customer has paid any applicable rush-production, expedited-shipping, dedicated-delivery, or guaranteed-deadline fee.

Comments entered at checkout, requested delivery dates, order notes, emails, text messages, social media messages, or statements informing us that an order is needed by a particular date do not create a guaranteed deadline and do not modify the estimated lead time unless Stumps Custom Wood provides written acceptance of that deadline.

Customers who require an order by a specific date must contact Stumps Custom Wood before purchasing to confirm whether the deadline can be accommodated. Additional charges may apply based on the product, production schedule, delivery distance, shipping method, and requested date.

Unless a guaranteed deadline has been separately purchased and confirmed in writing:

All production, shipping, and delivery dates remain estimates.
Stumps Custom Wood is not responsible for missed personal, business, contractor, installation, holiday, or event deadlines.
A customer’s undisclosed, unapproved, or unpaid deadline is not grounds for cancellation, refund, chargeback, remake, reimbursement, or compensation.
Customers should not schedule installers, contractors, travel, events, or dependent services until the order has been delivered and inspected.
Stumps Custom Wood is not responsible for contractor fees, missed appointments, lost income, event expenses, lodging, rental charges, storage fees, or other losses resulting from an estimated date changing.

Payment of an expedited or rush fee guarantees only the specific service and deadline expressly identified in Stumps Custom Wood’s written confirmation.

Unless specifically stated otherwise in writing, rush or expedited fees do not guarantee circumstances outside the reasonable control of Stumps Custom Wood, including carrier delays, severe weather, unsafe road conditions, natural disasters, material shortages, supplier disruptions, mechanical breakdowns, government restrictions, or other unexpected events.

If Stumps Custom Wood accepts payment for a guaranteed deadline but later determines that the expressly accepted deadline cannot be met, our responsibility will be limited to the remedy stated in the written guaranteed-deadline agreement, subject to any rights available under applicable law.

Reasonable Production and Delivery Delays

Because our products are handmade and many large items are personally delivered, delays may occasionally occur.

Possible causes include, but are not limited to:

Material shortages
Damaged, warped, defective, or unsuitable materials
Equipment, machinery, kiln, or tool breakdowns
Finishing, staining, painting, curing, or drying complications
Quality-control concerns requiring correction, repair, or rebuilding
High order volume
Employee illness, injury, or staffing interruptions
Supplier delays
Carrier delays
Freight scheduling issues
Driver availability
Route changes
Vehicle breakdowns
Severe weather
Unsafe road conditions
Traffic delays
Customer-requested changes
Missing customer information
Delayed customer approvals
Difficulty contacting or scheduling the customer
Events outside the reasonable control of Stumps Custom Wood

A reasonable change to an estimated production, completion, shipping, driver-scheduling, or delivery timeframe does not mean that an order has been abandoned, refused, or improperly fulfilled.

A delay that occurs within the estimated lead-time range is not grounds for cancellation, refund, chargeback, remake, reimbursement, or compensation.

A delay outside the original estimate does not automatically create a right to cancel an order that is already in production, substantially completed, customized, personalized, packaged, assigned to a driver, or awaiting delivery.

Cancellation requests remain subject to the cancellation policy accepted at checkout, including any applicable nonrefundable cancellation, production, material, or restocking fee.

Nothing in this policy limits any cancellation, delay-notification, refund, or consumer rights that cannot legally be waived. When required by applicable law, Stumps Custom Wood will provide notice of a revised shipping timeframe and any options legally available to the customer.

Hand-Delivery Orders

Hand delivery is a specialized delivery service used primarily for large, heavy, fragile, customized, or fully assembled products.

Hand delivery is not the same as standard parcel shipping. Deliveries are coordinated according to:

Driver availability
Customer location
Route efficiency
Order readiness
Vehicle capacity
Delivery distance
Weather conditions
Road conditions
Customer availability
Accessibility of the delivery location
Other orders being delivered within the same region

The completion of an item does not mean that immediate delivery is available. A completed order may remain at our facility while an appropriate driver, vehicle, route, and delivery date are arranged.

Customers acknowledge and agree that:

Driver schedules and routes may change.
A specific delivery day or arrival time is not guaranteed unless confirmed in writing as a paid guaranteed service.
Delivery windows may be adjusted because of traffic, weather, vehicle problems, route changes, driver availability, customer scheduling, or earlier deliveries taking longer than expected.
Estimated hand-delivery dates may extend beyond the product’s estimated production period.
Multiple orders may be combined into the same delivery route.
Delivery routes may be scheduled based on geographic efficiency.
Drivers provide delivery only and are not contractors or installers unless installation services are separately stated in writing.
Delivery may be postponed if conditions are unsafe, inaccessible, or likely to damage the product, vehicle, property, or surrounding area.

A hand-delivery scheduling delay does not mean that the product is unfinished, abandoned, or unavailable.

Driver availability, routing delays, or a reasonable delay between completion and delivery are not grounds for cancellation, refund, chargeback, remake, reimbursement, or compensation.

Customer Availability and Delivery Access

The customer is responsible for providing accurate contact information and responding to delivery-scheduling communications within a reasonable time.

The customer must ensure that:

An authorized adult is available to accept delivery.
The delivery location is safe and reasonably accessible.
Driveways, entrances, stairs, hallways, gates, elevators, loading areas, and doorways are clear.
Snow, ice, mud, water, debris, vehicles, furniture, pets, and other obstructions are removed or secured.
The product will fit through the intended entrances and pathways.
Any required building, neighborhood, homeowners-association, elevator, loading-dock, parking, or property permissions have been arranged.
Any special delivery requirements have been disclosed before delivery is scheduled.

Stumps Custom Wood and its drivers may refuse or postpone delivery when conditions are unsafe, inaccessible, undisclosed, or likely to cause injury or property damage.

Delays caused by customer unavailability, inaccessible conditions, incorrect contact information, scheduling conflicts, undisclosed access limitations, or failure to respond do not qualify the order for cancellation or refund.

Additional delivery, storage, handling, routing, labor, or redelivery charges may apply when a delivery cannot be completed because of circumstances within the customer’s control.

Delivery Is Not Installation

Unless installation services are separately purchased and expressly confirmed in writing, Stumps Custom Wood provides delivery only.

Drivers are not required to:

Install products
Assemble products
Mount products
Remove doors, trim, railings, or fixtures
Modify the customer’s home or property
Move unrelated furniture or belongings
Remove existing products
Perform electrical, plumbing, construction, or carpentry work

The customer is responsible for confirming that the product will fit into the intended location and for arranging any required installers, contractors, equipment, helpers, permits, or property modifications.

Customer Address Responsibility

Customers are solely responsible for providing complete and accurate billing and shipping information at checkout.

Please carefully review all:

Names
Street addresses
Apartment, suite, lot, or unit numbers
Cities
States
ZIP codes
Phone numbers
Email addresses
Business names
Delivery instructions
Gate codes
Access information
Other delivery details

The billing address must match the information associated with the customer’s selected payment method.

The shipping address entered during checkout is the address that will be used to fulfill and deliver the order.

Address Changes

For payment-security, fraud-prevention, production, and shipping purposes, Stumps Custom Wood does not guarantee that billing or shipping addresses can be changed, corrected, or updated after an order has been submitted.

Customers should not assume that an address-change request has been accepted unless they receive written confirmation from Stumps Custom Wood.

Once an order has entered production, been scheduled for delivery, received a shipping label, been transferred to a carrier or delivery driver, or left our facility, the address may not be changed by Stumps Custom Wood.

A requested address change may result in additional:

Shipping charges
Delivery charges
Mileage charges
Routing charges
Handling fees
Storage fees
Address-correction fees
Administrative fees
Production or delivery delays

An address change may also affect eligibility for the original shipping or delivery method.

For fraud-prevention purposes, Stumps Custom Wood may require an order to be cancelled and repurchased using the correct address rather than manually changing the address. Any cancellation remains subject to the applicable cancellation policy and fees.

Incorrect or Incomplete Addresses

Stumps Custom Wood is not responsible for orders that are delayed, returned, lost, misdelivered, delivered to the wrong location, or otherwise not received because the customer provided an incorrect, incomplete, outdated, or unauthorized shipping address.

An order will be considered properly delivered when it is delivered to the shipping address provided by the customer at checkout, including when that address belongs to:

A previous residence
A business
A family member
A gift recipient
A tenant
A landlord
A neighbor
A property manager
An employee
Another third party

Stumps Custom Wood will not provide a free replacement, refund, remake, reimbursement, or complimentary redelivery for an order shipped or delivered to the address supplied by the customer.

If an order is returned because of an incorrect, incomplete, unauthorized, or undeliverable address, the customer will be responsible for all:

Return-shipping costs
Handling charges
Storage charges
Address-correction charges
Carrier fees
Redelivery fees
Reshipment costs
Additional packaging costs

Custom, personalized, and made-to-order products remain subject to our final-sale and cancellation policies.

Customers may contact the shipping carrier directly to request an address correction, package intercept, hold-for-pickup, or delivery redirect.

These requests are subject to the carrier’s availability, restrictions, approval, and fees. Stumps Custom Wood cannot guarantee that a carrier or delivery provider will successfully complete a requested change.

By completing a purchase, the customer confirms that all billing and shipping information has been reviewed and is accurate and accepts responsibility for costs, delays, losses, or delivery issues caused by information entered incorrectly.

Shipping and Delivery Methods

Stumps Custom Wood may offer the following fulfillment options depending on the product and destination:

Local Pickup

Free pickup is available at our Shelby, Ohio workshop located at:

48 Mansfield Avenue
Shelby, Ohio

Customers will be contacted when their orders are ready.

Customers should not arrive for pickup until they have received confirmation that the order is completed and available.

Orders must be picked up using an appropriate vehicle, trailer, equipment, tie-downs, blankets, and assistance suitable for the product.

Stumps Custom Wood is not responsible for damage caused by improper loading, securing, transportation, unloading, or handling after the product has been released to the customer.

Hand Delivery — Fully Assembled Products

We personally deliver qualifying furniture, enclosures, gates, doors, and other large or fully assembled products within our available delivery area.

Delivery fees are based on distance, product size, vehicle requirements, route availability, handling needs, and delivery conditions.

Hand-delivery dates are scheduled separately from production estimates and depend heavily on driver and route availability.

Local Delivery

Local delivery may be available within approximately 50 miles of Shelby, Ohio. Delivery fees apply.

Availability depends on the product, destination, access conditions, and current delivery schedule.

Freight Shipping

Larger products may be shipped through a freight carrier.

Freight availability and pricing depend on:

Product size
Product weight
Packaging requirements
Destination
Residential or commercial delivery
Liftgate requirements
Limited-access classification
Appointment requirements
Carrier availability

Freight customers may be required to assist with unloading or make arrangements for appropriate unloading equipment.

Parcel Shipping

Smaller qualifying products may be shipped through a standard parcel carrier.

Carrier selection is determined by Stumps Custom Wood based on the product, destination, cost, service availability, and package requirements.

Shipping and Delivery Costs

Shipping and delivery charges are calculated according to:

Item size
Item weight
Packaging requirements
Destination
Delivery distance
Selected fulfillment method
Carrier requirements
Accessibility
Handling needs

The applicable shipping or delivery charge will generally be displayed before the purchase is completed or provided through a separate estimate.

Additional charges may apply for:

Address changes
Remote locations
Limited-access locations
Residential freight service
Liftgate service
Inside delivery
Storage
Redelivery
Reconsignment
Unsuccessful delivery attempts
Restricted access
Extended wait times
Unusual delivery conditions
Customer-requested route changes

Tracking and Driver Information

When available, customers will receive a carrier tracking number by email.

For hand-delivered orders, customers may receive the assigned driver’s name and contact information after the delivery route has been scheduled.

Driver information may not be available immediately when production is completed.

Carrier tracking updates and estimated delivery dates are supplied by third parties and may change.

Stumps Custom Wood does not control a carrier’s:

Tracking system
Scanning practices
Pickup schedule
Transit schedule
Routing
Delivery estimates
Delivery performance

A lack of tracking updates does not automatically mean that an order has been lost or abandoned.

Freight and Carrier Delays

Once an order has been transferred to a parcel carrier, freight company, independent delivery provider, or other third party, Stumps Custom Wood does not control the carrier’s schedule, route, tracking updates, handling procedures, or delivery performance.

Carrier delays may occur because of:

Weather
Natural disasters
Traffic
Staffing shortages
High shipping volume
Terminal congestion
Mechanical issues
Missed scans
Routing errors
Government restrictions
Labor disruptions
Other circumstances outside our control

Stumps Custom Wood will reasonably assist customers with available tracking information and carrier claims, but we cannot guarantee the outcome or speed of a third-party carrier investigation.

Delivery Confirmation

An order may be considered delivered based on any of the following:

Carrier tracking showing delivery
A delivery photograph
A signed delivery receipt
GPS or driver records
Written confirmation from the customer or recipient
Delivery to the address provided at checkout
Acceptance by a household member
Acceptance by an employee
Acceptance by a receptionist
Acceptance by a doorman
Acceptance by a property manager
Acceptance by a family member
Acceptance by another person present at the delivery location

The customer is responsible for promptly inspecting the product after delivery.

Visible freight, carrier, or delivery damage must be reported according to the applicable damage policy and supported by photographs of:

The product
The packaging
The shipping label
The damaged area
The full item
Any visible damage to the delivery container or pallet

Failure to retain packaging or provide requested documentation may affect our ability to submit or support a carrier claim.

Missed, Refused, or Unsuccessful Deliveries

When a delivery attempt cannot be completed because the customer is unavailable, refuses delivery without authorization, provides incorrect information, fails to arrange access, or does not meet the carrier’s or driver’s delivery requirements, the customer may be responsible for:

Redelivery charges
Return-shipping charges
Storage fees
Handling fees
Repackaging fees
Additional mileage
Additional labor
Carrier penalties
Other related expenses

Refusing delivery does not automatically cancel an order or create an automatic right to a refund.

Custom, personalized, made-to-order, completed, or partially completed products remain subject to the cancellation and return policies accepted at checkout.

Customer Communication

Customers are responsible for monitoring the email address, phone number, and other contact information provided with the order.

Stumps Custom Wood may use email, phone calls, text messages, order notifications, or other reasonable communication methods to provide:

Production updates
Requests for information
Approval requests
Shipping notifications
Delivery scheduling
Revised estimated dates
Tracking information
Driver information

Failure to respond may delay production, shipping, or delivery.

Delays caused by unanswered messages, missing approvals, disconnected phone numbers, full voicemail boxes, invalid email addresses, or incorrect customer information are not grounds for cancellation, refund, chargeback, remake, reimbursement, or compensation.

Chargebacks and Payment Disputes

Customers are encouraged to contact Stumps Custom Wood directly before initiating a chargeback or payment dispute so that we have a reasonable opportunity to review the order and resolve any legitimate concern.

A production, shipping, driver-scheduling, or delivery estimate changing does not automatically mean that the product was not provided, the order was abandoned, or the transaction was unauthorized.

A customer’s personal deadline, event date, contractor appointment, or preferred delivery date does not create a guaranteed deadline unless that deadline was expressly accepted in writing and any required additional fee was paid.

When a chargeback or payment dispute is filed, Stumps Custom Wood may provide the payment processor, card issuer, financing provider, bank, or other reviewing institution with relevant documentation, including:

The order confirmation
Product-page disclosures
Estimated lead times
Policies accepted at checkout
Cancellation terms
Production records
Material purchase records
Customer communications
Photographs
Shipping labels
Tracking records
Driver logs
GPS records
Delivery confirmations
Signed receipts
Address information supplied by the customer
Evidence that the order was custom, personalized, completed, shipped, scheduled, or in production

Nothing in this section prevents a customer from exercising any dispute rights available under applicable law.

Acceptance of Shipping Terms

By placing an order with Stumps Custom Wood, the customer acknowledges and agrees that:

The product may be handmade, customized, personalized, or made to order.
Production, shipping, driver-scheduling, transit, and delivery timeframes are estimates unless expressly guaranteed in writing.
An estimated completion date is not necessarily a shipment or delivery date.
Handmade production, carrier shipping, freight service, and hand delivery may be affected by reasonable and unavoidable delays.
A customer’s personal deadline is not guaranteed unless it was approved in writing and any applicable additional fee was paid.
Notes, messages, or requested dates do not create a guaranteed deadline without written acceptance.
Customers should not schedule contractors, installers, events, travel, or dependent services until the order has been delivered and inspected.
Reasonable delays do not automatically create a right to cancel, receive a refund, initiate a chargeback, or demand compensation.
Cancellation requests are governed by the cancellation policy accepted at checkout.
The customer is responsible for providing accurate billing, shipping, contact, and delivery information.
The customer is responsible for ensuring that the delivery location is safe, accessible, and suitable for the product.
Drivers provide delivery only unless installation has been separately purchased and confirmed.
Additional charges may apply for address changes, inaccessible locations, unsuccessful delivery attempts, storage, redelivery, or customer-caused delays.
Any rights that cannot legally be waived remain unaffected.

By completing a purchase, the customer confirms that they have reviewed, understood, and accepted this Shipping Policy, the applicable product lead time, the Cancellation Policy, the Return Policy, and all other terms presented at checkout.

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