As a general rule, there are no returns, refunds, or exchanges allowed on any items we sell.  Most online store orders are processed the same day so no changes can be made after the customer places an order.  Customers must check the box on checkout that acknowledges there is a no refund or return policy. All custom orders require full payment for the order regardless if the customer changes their mind about the order. Alterations to the order may change the pricing structure. Anything shipped incorrectly or damaged will be replaced with appropriate matching merchandise by RLP. Our warranty does not cover items lost by the customer or broken by the customer through negligence.  Any claims must be made immediately upon receiving the merchandise; any delayed claims are not valid. The customer must be willing to help Reclaimed Lumber Products process a shipping damage claim or return if merchandise is deemed to be missing or damaged.  Before any claims can be made or replacements shipped, the customer must provide complete photo documentation of all packaging materials and contents, help facilitate the claims process and return damaged goods. Shortages and shipping damages will not be honored after the customer has signed for the shipment. This policy is in place because freight carriers often will not insure packages for damage that have been signed and accepted by the receiving party. Make sure to inspect the shipment before signing. This no refund policy is in place because the majority of the merchandise sold by RLP is so expensive to ship that by the time we deduct shipping and handling costs for transit to and from plus restock and repackage the merchandise there would be very little left over to pay the customer a refund. Please do not ask for an exchange after order is shipped. We disclose this policy in advance and when you place your order so that we don't have to have the difficult conversation to explain the reasons for this. Please be sure to carefully read all specifications of the merchandise you order prior to placing the order.  Installation instructions and all dimensions are available for download in each product listing; customers should read instructions before placing their order.  Customers should make sure the sizes shown in the product listing will match their installation requirements. Special requests to order certain sizes, sorting or colors of stock products found in our online store cannot be done under the published pricing. There are no exchanges of products or trades for special requests without altering the pricing structure.