Frequently Asked Questions

FREIGHT

When you check out, you can view the shipping and handling charges for your order. In the rare case that shipping and handling charges exceed the amount shown, we will notify you. The state or province may require tax to be applied to shipping and handling charges.

We use multiple shipping rules to determine shipping and handling charges. The shipping rules are listed below. Please see your shopping cart for an estimate of the exact shipping charges for your order.

  • White River Specialty Mouldings (Mon Reale, Embossed and Traditional): FREE Freight Policy FedEx ground freight will be prepaid on the following products: All Maple, Cherry & Lindenwood Woodcarvings, Mouldings up to 8' lengths and Resin Mouldings.        
  • Freight Charges Policy LTL or FedEx ground freight will be charged on the following products: Mouldings 9' and longer, Mantels, Composition Ornament and Plaster Medallions. At check-out on these items, freight will be estimated only. Please completely check-out and customer support will call you with actual freight charges and get customer approval. Invoice will then include actual freight charges. LTL Residential freight fees may also be applicable.
  • All Carvings (White River and Brown Wood Products):  Ship FREE via FED EX. In-Stock items usually ship in 2-5 business days
  • Finium: Shipping Charges are 15% of total sale
  • Concretus: Shipping Charges are 15% of total sale
  • Decorators Supply: Shipping Charges are 15% of total sale                                

INTERNATIONAL ORDERS

Online orders can be delivered worldwide. However, some products, especially large items and items that contain fuel or other hazardous chemicals, are not available for shipment to other countries. To be sure, check the product and shipping notes as you shop. If your country is not listed at checkout, your order cannot be delivered there.

Tax and duty fees may be charged by your country when your order arrives. Those additional charges are your responsibility. Mouldings ships to most countries.

International Tier: Shipping Charges are 30% Minimum Charge of order. In the rare case that shipping and handling charges exceed the amount shown, we will notify you.  

RETURNS

Products cannot be returned without prior approval and must have a Return Goods Authorization (RGA) number. Under the following circumstances, products may not be returned for credit:

  1. Are marked on
  2. Are modified in any way
  3. Have been exposed to excessive sun or moisture
  4. Have sheetrock mud, primer, stain, "job site damage"
  5. Returned 60 days after invoice purchase date

Returns are F.O.B. Buyer and are subject to a 20% restocking charge. To receive credit for stock products, product must be received in re-sellable condition. Custom mouldings and custom woodcarvings are not returnable under any circumstances. If returned products are received damaged due to poor repackaging, no credit will be processed. It is imperative that items are not returned in their original packaging without a thorough inspection as more fill may be needed to boxes of carvings or additional wrapping for mouldings may be necessary to prevent return shipment damage. Please call 866-687-8746 and speak to our Customer Service Representative to request an RGA.

SPECIFIED LENGTHS POLICY

SPECIFIED-LENGTHS POLICY FOR MON REALE®, ORNAMENTALLY EMBOSSED & TRADITIONAL MOULDINGS

Our mouldings are produced from lumber that is 65% 12'-16' lengths, allowing us to produce stock mouldings in long lengths (overall 3'-16'). There is an upcharge for specified lengths. The customer also pays for additional footage (overpull) needed to pull specified lengths. Upcharges by category are shown below. It is not our policy to run specified lengths on stock items when there is standing inventory. Customer will be notified if a specified length cannot be pulled from in-stock mouldings, per the policy, so that they can match their orders to current available lengths. 

Specifying 15' & 16' Lengths

Because 15' - 16' lengths are considered premium, there is a 30% upcharge. These will be keyed in under a separate line item. Specified lengths are subject to that length being available in current inventory. We do not set up and run specified lengths when we have standing inventory. Processing specified-length orders requires opening bundles to pull those lengths. If lengths are not available, we pull the longer lengths required to fill the order. The moulding is then tallied and bundled for shipping. The extra moulding that has been pulled has to be retallied, bundled and restocked. This is a time-consuming process. Our standard 30% upcharge is enough to cover the labor to reasonably pull the desired lengths, not to cover the additional footage needed to get the order. A reasonable attempt will be made to pull the order to desired lengths, but overages of an additional 10-20% may occur. If extra footage exceeds 20%, we will call for approval. 

Tallying Policy

This industry-standard policy will allow customers to correctly receive the stock that is pulled to meet their orders. All mouldings tallied to the nearest foot. For example, if the actual length is 11'5", the tallied length is 11'. If the actual length is 11'7", the tallied length is 12'. If the actual length is 11'6", the tallied length is 11'. 

FedEx Orders

Specified lengths on FedEx orders are subject to an up-charge of 20% plus additional LF needed to pull the order. Many orders with FedEx piece counts are exceeding the cost to ship LTL (LTL: Less than Truck Load, TL: Truck Load). To FedEx, five bundles can be the same as a $100 LTL charge. Many of the truck lines we use to ship LTL have shipping schedules within a day of regular FedEx ground.

Online Orders

Orders accepted online are for random length pulls. Lengths will be 8’ and under for FedEx. 9-16’ random lengths may be used on LTL shipments.

If your job demands a specified length order, please contact Custom Support at support@mouldings.com or at 1-866-687-8746 to discuss your needs. Specified length orders are subject to the upcharges below:

 

Category

3-14’

15-16’

Mon Reale

20%

30%

Ornamentally Embossed

20%

30%

Traditional

20%

30%

 

Sales Tax

Tax will be applied to your order if it is delivered from the same state or province as your shipping address. Some areas require tax to be assessed on shipping and handling charges. We don't know the fulfillment location until after you place your order, so your checkout screen and order confirmation email may not include taxes.


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