Return and Exchange Policies
Hand-Hewn Process and Natural Checking and Cracking
Once fully seasoned, each timber is hewn by hand with an adze. It is during this process and our custom finishing techniques that leads to each piece having checks and cracks. This occurs naturally and gives each one the rustic qualities of a wood beam that was plucked from a barn from the 1800s. It's what makes our products sought after, unique, and custom.
Checking and cracking occur naturally during the hewing process. However, often times beams will have additional checking during the first winter in use. This happens naturally due to the dry heat found inside homes during the winter. This is completely normal and does not in any way decrease the beam's structural integrity or durability. We do offer touch-up bottles of stain at no cost if you wish to cover up any additional cracking.
Returns & Exchanges
All of our barnwood products are crafted by professionals with care to be sure you are getting the highest quality products available. As a local and 3rd generation, family-owned business, we take great pride in what we do and the service we provide to our customers and community, which is why we hold ourselves and our products to the highest standards.
Because each Barnwood piece is custom-crafted at the time of purchase according to individual customer specifications, our fireplace mantels, corbels, floating, shelves, and ceiling box beams are non-refundable or returnable. We are not responsible for customer dissatisfaction in their choice of finish color, incorrect sizes, or incorrect ordering of notching. It is the sole responsibility of the customer to order their finishing color carefully and double check sizing and preferred installation method before placing their order. Please visit our installation page for instructions.
If the Barnwood product you receive is different than what you ordered, please contact us within five (5) days of receipt to be eligible for an exchange. All exchanges are subject to prior approval and must be accompanied by proper documentation to ensure an exchange for the product(s). Our exchange policy gives you fifteen (15) days from the date of receipt to return and exchange the products.
If your purchase is eligible for an exchange, all products must be returned in the original purchased condition. This means that the material must be in the same condition that it was received. The Barnwood Collection product(s) must be in the original packaging and returned with any original labels, resealed, and a copy of the receipt included.
Damaged or Defective Products
The Barnwood Collection (a division of Valley City Supply) is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim.
Please save all packaging materials and damaged goods before filing a claim. If products are damaged or defective, you must contact us within five (5) days of receipt of your product(s) at 330-483-3400. Damaged or defective products are evaluated on a case-by-case basis and may or may not require the return of the damaged product(s).
Photos are required for all damaged or defective products and may be sent to us by email at firstname.lastname@example.org.
The Barnwood Collection (a subdivision of Valley City Supply) is not responsible for products damaged or deemed defective by faulty or incorrect installation. We always recommend you use the services of a professional contractor to install your mantel to ensure it is correctly and safely installed.