Refund policy

Online Product Returns

Eligible stock products purchased online may be considered for return, exchange, or refund if:

The product arrives damaged
The wrong product was shipped
The order does not match the confirmed purchase

Customers must contact Holt Lumber Co. within 48 hours of delivery with:

Order number
Photos of the product
Description of the concern

Our team will review each situation and determine the appropriate resolution, which may include a replacement, exchange, or refund.

Returns must be approved by Holt Lumber Co. before the product is shipped back. Customers are responsible for following any return instructions provided. If a return is approved for a reason other than a Holt Lumber Co. error, the customer is responsible for all return shipping costs, and original shipping fees are non-refundable.

Approved stock returns are subject to a 20% restocking fee. To qualify for a refund or exchange, items must arrive back at our facility in an unaltered, resellable condition, free of damage.

Non-Returnable Products

The following items are not eligible for returns, exchanges, cancellations, or refunds:

Cut-to-length lumber
Custom-cut products
Modified products
Special-order materials
Custom woodworking projects

Because these products are prepared specifically for an individual customer's project, they cannot be returned to inventory.

Cut-to-Length & Custom Product Policy

When lumber is cut, modified, or prepared to a customer's requested specifications, it becomes a custom product.

Before processing begins, customers are responsible for confirming:

Required dimensions
Quantity
Project needs
Material selection

Once custom preparation has started, orders cannot be canceled, returned, or refunded.

If you are unsure whether a particular product or material will meet your project requirements, please contact us before ordering. We are happy to discuss your project and help you make an informed selection.