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Customers looking at samples in the showroom
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Terms and Conditions
Warranty - True Hardwoods sells only first quality products unless a tavern or cabin grade is requested. We are an authorized dealer for every product that we sell. Therefore, all the products will be backed by the manufacturer's warranty. To see us on a manufacturer's authorized dealers list, go to their web site and type our zip code 30701 in their find a dealer/find a store/where to buy section. For example, Bruce's website is www.bruce.com. From there, select "Where To Buy" then "Find a Store."
Sales - You may call toll free 877-657-4400. All orders are final upon receiving payment. If you choose to cancel your order, there will be a 25% restocking and handling fee, but a few exceptions do apply. True Hardwoods has to order in a lot of the products we carry and our distributors charge the same restocking fee to us. If you cancel in enough time that we can stop the shipment from leaving the distributor's warehouse, we will waive the restocking fee that applies. The refund amount, with or without the restocking fee, will only be given once the material arrives at our location. Refunds could take up to 7-10 business days to process. We do not take returns after 40 days from the order date. There is a no return policy on all moldings, so please double check with your installer and make sure you order the right transitions. All other cases must be approved by our Store Manager, John Holbert. Full payment must be received before the product leaves our warehouse.
Shipping - There's no need to drive all the way to Georgia to pick up your wood. We'll ship it to you no matter what part of the country you live in. We also ship to Alaska, Hawaii, Mexico, and Europe. Click for regional shipping rates. We will give you a tracking number, and all residential delivery customers will receive a phone call one day ahead of delivery to schedule a time. Please note that a residential delivery does not include the product being brought inside the house or even unloaded off the truck. We use common carriers on all our shipments, so the drivers are not required to unload it, but some may help.The cartons must be taken off the pallet one by one, unless a forklift is present. A liftgate and inside delivery can be requested, but additional fees do apply. Even though we strive to make sure that your product gets there all in one piece, sometimes cartons do get damaged along the way. If this happens, make sure to make a note of every carton damaged on the driver's delivery receipt otherwise we cannot help with the damaged boxes. Our Freight Carriers require that we salvage all the good material in the boxes. So, the replacement cartons will have to equal the DAMAGED PORTION to the nearest greater number of cartons. Example: If there are three cartons damaged, but only 10 individual boards are damaged b/w the three, we will send you one carton. In any case, please discuss damage with your salesman. WE DO NOT DELIVERY ON SATURDAYS OR SUNDAYS! Shipping typically takes b/w 5-10 business days, and in some rare cases even longer. So please check with your salesperson for an estimated shipping time period.
Installation - We do not offer installation. You will need to either install the floor yourself or find someone to install it for you. However, if your floor needs to be installed in the Southeast, you may contact Jeff Davis at 770-548-1999 for professional installation of hardwood flooring or carpet.
To Our Customers:
We guarantee that you will receive the product that you order. This is guaranteed through item codes. If for some reason you are not completely satisfied, please contact True Hardwoods' customer service department. For us to survive and be competitive in the flooring business, we vow to be strong in our customer service department working to ensure complete satisfaction.
Charles Wade Holbert
President
True Hardwoods
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