Take a look at our frequently asked questions. Contact us if you have questions that are not addressed here.
How do I place an order?
You may order online here or you can email us at email@example.com anytime or you may call (866) 999-6635 or (610) 850-0111 (M-F 9am-5pm)
Do you have a showroom?
We do have a showroom AND we are always able to send you photos of products or short video clips.
How long does it take to process an order?
Average processing time is 3-5 business days.
What is your shipping policy?
You can find our shipping policy here.
Can I get delivery to my home? How long does it take?
We deliver to the US and Canada via UPS Ground. Orders generally ship in 3-5 business days. Delivery times vary depending on the delivery location and other factors.
What is your returns policy?
We offer a 14-day return policy on unaltered pieces. Any items that are not returned within 30 days or have been altered in any way including drilling for mounting hardware, will not be eligible for a refund. We are not responsible for return shipment fees.
Where does your reclaimed wood come from?
Each and every piece is taken from barns, houses and other buildings dating from the late 1700s through the early 1900s.
Does your reclaimed wood have imperfections?
In many cases, an item may have original hand hewing, circle saw markings, worm holes, knots, nail holes or other markings. Our aim is to provide as much originality as possible. We truly believe this helps provide authenticity and personalization.
Can I get a custom-made shelf or fireplace mantel?
Yes! We can tailor certain products to fit your specifications. Contact us to learn more.
Can I get a bulk order discount?
Yes! We are more than happy to provide bulk discounts. Contact us to learn more.
Do you have a product warranty?
As each reclaimed wood product is unique and in most cases hand crafted, we do not offer a product warranty at this time. If this changes, we will provide product warranty terms at that time.
Is hardware included with mantel shelves, barn doors, and floating shelves?
Some product comes with hardware and others do not. Please refer to the product description or specifications.
Can I make changes to my order once it is placed?
In most cases, changes must be made within one business day of a completed order. However, we encourage customers to ensure the order is complete and accurate prior to execution
Can my order be expedited?
Not at this time. Most orders ship within 3-5 business days.
Can I pick up my order?
Customers within proximity of our manufacturing location may pick up their orders. Contact us to schedule a pickup time.
How do I get a copy of my order receipt?
A copy is emailed to you and can be re-sent upon request.
What form of payments do you accept?
We process orders via Paypal, which accepts all major credit cards.
Who is the delivery company?
Our products are delivered by FedEx.
How do I track my shipment?
A tracking number will be provided to you once the shipment has been picked up by the carrier.
I am missing an item, what should I do?
Check to make sure the item was included on the original order, then check to make sure it was not marked as back ordered. If an item is missing, contact us immediately
I need to change my shipping address, what should I do?
Please contact us immediately. If a shipping address is changed after an order ships or if an address was entered incorrectly and needs to be changed after shipment, there will be additional costs. You will be responsible for any additional costs associated with shipping changes.
My shipment was damaged, what should I do?
File a damage claim with us immediately if within 2 business days of arrival. To report damaged goods outside of the two-day window, contact customer support directly.
Are duties and taxes included on shipments outside of the United States?
For orders being shipped outside the USA, customers are responsible for all customs-related duties and fees. These fees are established by the shipping company via customs agents and are not determined by Modern Timber Craft.
For more information about these fees, please contact your local customs office or broker (agent who will help facilitate your order across borders). If this order is shipping Freight (LTL), you must provide Modern Timber Craft with the customs broker's information (Name, Address, Company and Phone Number) before your order can ship.
Do I need to be there when my shipment arrives?
For any FedEx Ground packages, in most cases the item will be left at the residence. If the order is shipped less-than-truckload (LTL), someone will need to sign for the delivery upon arrival. We recommend that it’s the person who paid for the items. In those cases, the person accepting delivery must be at least 18 years old.
Do you ship to Canada?
Yes. Please contact us for details.
How long does it take to ship to Canada?
Shipping durations vary depending on destination. However, processing time is standard regardless of destination.
Do you ship to my state?
Yes, we ship to every state in the USA.
How do I return an item I don't need?
Returns must be made within 14 business days.
I placed an order and then my product went on sale, can I get the new discount?
Sale prices cannot be retroactively applied. We recommend signing up for our newsletter to be the first to know when promotions and sales will be running.