Shipping & Returns
Please see the list below for the fastest answers to the most common questions.
Do you offer expedited shipping?
We regret that expedited shipping is not available. This is caused by the myriad of box sizes we use to ship orders. In many cases, an order is calculated by the website as containing one box but may in fact contain two or more. Because of these irregularities, expedited shipping costs are always considerably more expensive.
When will my order be shipped?
Any product displaying the "Quick Ship" icon or text is one that we generally ship within 1 business day. You'll find this icon on more than 90% of our products! In most cases, if you place an order before 12pm EST (Monday - Friday) the Quick Ship items will go out on the same day. This policty may not apply to orders that contain both Quick Ship and non-Quick Ship items.
Products that are not part of our Quick Ship program are subject to short lead-times. These products require extra time to prepare for shipping. The product's page will display any lead-time information.
Can I pick up my order in person?
Unfortunately, we do not offer pick up of orders/items at our warehouse.
How long will it take to receive my order?
If you order is shipping to any of the 48 contiguous states, see the chart on this page. Canadian customers should refer to this page for transit details. Paperbacked, 2-ply, and copper veneers are shipped from the manufacturer and have lead times which are shown on the product page.
Do you ship internationally?
We currently ship to Canada and several other countries. Please see our international orders page for details.
What carrier do you ship with?
We will select a carrier for you that offers the best pricing and reliability history. Most of our US-bound shipments are sent via UPS. However, some small and light-weight orders are shipped via Priority Mail through the US Post Office. Paperbacked and 2-Ply veneers are often sent via Fedex.
How much will it cost to ship my order?
Shipping charges are based on weight and destination as shipped from Forest Hill, Maryland. We are a non-profit shipping company. The shipping charge will be displayed during the check-out process (before any payment info is entered). More information about shipping costs and our shipping methods is available here.
What is your Return Policy?
Buying an item without seeing it directly in front of you doesn't make the decision easy but with the popularity of Internet ordering, it's something that most of us have had to come to deal with. I want you to know that I fully understand the trepidation of online shopping and I'll do my best to make sure that your purchase is simple, secure, and fully backed by my personal promise that I will do whatever it takes to earn and keep your business. This is not just some business slogan mumbo-jumbo. If you have any questions or concerns about your order, you can work directly with me (Joe) to find an answer or solution. Our complete return policy can be found here.
Our current email load is extremely high. More than 90% of the questions we receive each day are already answered on our website. Before clicking the 'contact us' button, please make sure your question is not already answered here.