WARRANTY

We warranty our products to be free from defects in workmanship or material under normal use. All beams leave Castlerock Doors, Moulding and Hardware in perfect condition. If any item or beam has visible damage, please notify Castlerock Doors, Moulding and Hardware with pictures as soon as possible (see shipping damage for further instruction). Castlerock makes no warranty, written or implied, as to cracking, checking, or splitting with the use of any type of exposed wood or wood beam. Wood materials have a tendency to have smaller cracks and checks. All species of wood will split and crack as it ages; this is a natural process of nature.  All hewing may vary from beam to beam. If you are ordering beams off of the pictures and are unsure, you may order a sample for $30 to be refunded upon your order.

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CANCELLATION OF ORDER

If you change or cancel an order before we ship, we will issue you a partial refund based on how much is completed at that time.

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SHIPPING COSTS

All of our beams are custom made and custom sizes, so we have to get a custom shipping price. Always allow 1-2 weeks minimum for shipping. If you need it expedited, we can price that out for you.

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SHIPPING DAMAGE

Consumer must be present at time of delivery to inspect all contents are in good condition. This means opening the packaging and inspecting the beams at the time the beams arrive. Consumers have a right to inspect package contents when accepting delivery from the Shipping Company and “noting” any appearance of damage when signing for shipment.

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All of our products are shipped in perfect condition with no signs of damage, cracks, tears, rips and/or splits in the packaging and/or beams. If you receive an order in poor condition, it was obviously sustained in transit and not the fault of Castlerock Doors, Moulding and Hardware. In the event there is notable shipping damage, you will need to inspect each beam carefully, noting the damage with tape and quality pictures. If your freight arrives damaged, YOU MUST ACCEPT SHIPMENT EVEN IF DAMAGED then contact the shipping company immediately in order to document the claim correctly.

 

A claim must be filed within 24 hours of delivery, and you must contact the shipping company that is listed on the BOL or Castlerock directly. Then the freight company will act as liaison and assist the customer in processing the claim and filing all necessary paperwork, though we cannot guarantee all claims will be accepted from the shipping company. Castlerock will review the claim and may ship NEW beams after the claim is accepted.  There are NO REFUNDS on any order. In the event you are not present at the time of delivery, a note stating it is “OK” to drop shipment without the consumer being present is required. However, you will waive your rights at the inspection period. If any order is refused and sent back for any reason, they are automatically fully responsible for the return freight charges and the beams are STILL NON-REFUNDABLE and they authorize payment of fees for return shipping (including additional charges to credit cards) and will not receive any refund for returned items.  New beams will only be ordered after return freight is paid + new freight charges on replacement beams if the customer did not follow the proper claims process for the freight company.

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BUILD TIME

All beams are made to order. Depending the size of the order, build times will always vary. We hand make all of our beams from REAL wood, so this takes extra time. At the time we receive the order, allow 1-2 weeks for Castlerock to acquire materials and 1-2 weeks for build time. If you need a beam by a deadline, we may expedite for an added cost, depending on our material stock.

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PAYMENT TERMS

A 100% deposit is required for us to put beams into production. Every order is a custom order. You may pay by cashiers check or credit card. Nothing will ship until order is paid in full. When order is paid in full you will receive the shipping information.  ALL SALES ARE FINAL. NO REFUNDS.

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