Terms and Conditions

Order from Ocooch Hardwoods with 100% confidence! Our mission is to provide you with quality hardwoods that you can use, and we are committed to making things right should our service fall short of your expectations. Read below details on how we promise to handle such situations.

Shipping

We strive to ship orders in a timely manner, but inconsistent order volume and limited production/shipping capacity might cause lead time to change.

Our current expected lead time is 1 to 3 business days before shipping transit time.
For expedited or rush orders, contact us.

Please check your order confirmation page or order confirmation email for expected lead time at the time of order placement.
Custom sizes, special request, or large quantities can increase order lead time. Contact us if you have a question regarding lead time on a specific order.

Read more about shipping costs and time in transit.

Cancellations

Cancel an order before it ships by contacting customer service or calling (888) 322-2432. Please provide your order number when contacting customer service.
After an order has shipped, follow the return policy below.

Returns

Order from Ocooch Hardwoods 100% risk free. We’ll cover return shipping costs no matter your reason for returning the items. If products arrive damaged or defective, we will replace the items at no additional cost to the customer.

What is eligible for a return?

Items ordered from Ocooch Hardwoods are eligible for a return or replacement up to 30 days after shipment date. Pieces that have been cut, painted, stained, marked, glued or otherwise altered by the customer are not eligible for a return.

Damaged/defective

Return and replacement policy for products that arrive damaged or that don’t meet Ocooch Hardwoods’ quality guarantee:

Returning a Damaged Item

Ocooch Hardwoods will cover the cost to return damaged items (standard shipping)
Customer may choose either a refund, store credit, or replacement shipment at no additional cost

Replacing the Damaged Item

Ocooch Hardwoods will cover the cost of replacement shipping (standard shipping)
The customer will not be charged any additional restocking fees

Other returns

For products that are not damaged or defective:

Ocooch Hardwoods will cover the return shipping cost (standard shipping)
A replacement order may be placed at customer’s expense if desired
No restocking fee will be charged if full quantity is returned
A 20% restocking fee will be deducted from the refund or credit amount only if a partial quantity is returned
Customer may choose either a refund or store credit.

To start a return

If you have items you need to return to Ocooch Hardwoods please contact us to receive a return label and start the return process. Please provide the following information with your request:

Order number associated with the original order
Item specifications and size
Total quantity of items to be returned
Reason for return

Photos may be requested to assess damage or to compare to our quality standards.

When will a replacement be sent?

We want you to have wood that you can use as soon as possible. A replacement shipment can be sent as soon as proof, such as a tracking number or shipping receipt, that the return has been sent is provided.

Refunds and store credit will be issued after the return is received.

Ocooch Hardwoods may make exceptions to this policy in the customers favor on a case-by-case basis.