Shipping policy

Shipping Policy

Order Processing & Production Lead Times

• In-Stock Items: Orders for in-stock items (samples, small accessories) typically ship within 1-10 business days.

• Flooring & Lumber (Made-to-Order): Many of our flooring and lumber products are made to order. Lead times can range from 2 to 24+ weeks depending on the specific product and current production schedule.

• Pre-Orders: If your item is on pre-order, we will provide an estimated ship date. Please note that production times are estimates and may vary due to the nature of our manufacturing process.

Domestic Shipping (USA)

• Small Parcel: Samples and small items ship via UPS, FedEx, or USPS. You will receive a tracking number via email once the label is created.

• LTL Freight (Flooring & Lumber): Large orders ship via LTL (Less-Than-Truckload) Freight carriers.

  • Curbside Delivery: Standard freight delivery is "Curbside Only." The driver will lower the pallet to the ground at the end of your driveway. They will not bring materials inside your home, garage, or up stairs.

  • Appointments: The carrier will typically call you 24 hours in advance to schedule a delivery window. You must be present to inspect and sign for the delivery.

  • Liftgate Service: Residential deliveries include liftgate service to lower the pallet from the truck.

International Shipping

We ship HempWood® globally.

• Duties & Taxes: All international orders are shipped DDU (Delivered Duty Unpaid). This means you (the customer) are responsible for paying all applicable import duties, VAT, and customs brokerage fees upon delivery. HempWood is not responsible for these costs and cannot calculate them for you.

• Canada: Canadian customers are responsible for GST/HST and any brokerage fees charged by the carrier.

• Europe: Orders may be fulfilled from our US factory if local stock is unavailable. European customers are responsible for VAT and import duties.

Damages & Inspection

• Inspect Before Signing: When your freight shipment arrives, you must inspect the outside of the pallet for damage (tears, crushed corners, etc.) before signing the driver’s paperwork.

• Noting Damage: If you see damage, you must write "Damaged" on the delivery receipt and take photos. If you sign for the shipment as clear/undamaged, we may not be able to file a claim or replace the material for free.

• Concealed Damage: If you find damage after unpacking, you must notify us within 48 hours at office@hempwood.com.

Tracking Your Order

Once your order ships, you will receive an email with your tracking number and carrier information. For freight shipments, tracking may not update as frequently as standard parcel packages.

Local Pickup

Local pickup is available at our factory in Murray, KY. Please select "Pick Up" at checkout and wait for an email confirmation that your order is ready before driving to our facility.