Shipping, Returns & FAQ

Current typical lead times are listed on each product page and depend on the specific product. Lead times are estimates and vary depending on our current project and order load. Please contact us if you have any questions or for a more specific shipping time estimate.

Orders with multiple products are shipped once all products have been manufactured. We may be able to ship some items before others if requested, but this may be subject to additional shipping costs.

Orders that contain products that require freight shipping may require an additional few days to be packed and shipped. Orders over a certain weight limit and/or containing handrails over 8' will be automatically considered freight.

Products are typically shipped via FedEx or UPS and you will receive a tracking number once your order has been shipped. Orders that include items over 8 feet are shipped via freight shipping.

Our made-to-order items are manufactured and ship from our shop in Brooklyn, New York.

Most of our products ship from New York City or New Jersey.

Typical FedEx or UPS Ground shipping transit times (after an item has been manufactured and/or packaged) can be seen at the links below:

• FedEx Home shipping map
• UPS Ground shipping map

We may or may not be able to expedite your order, depending on our current project load and the complexity of your project.

If you would like to inquire about expediting your order, please contact us at team@jmpwood.com or 718.649.0333.

Expedited shipping options are also available at checkout. However, please keep the estimated lead times listed into account, as products need to be manufactured and packed before shipping.

Shipping rates are automatically calculated during the checkout process based on the weight of your order and your location.

Free ground shipping is offered for orders over $99. This offer excludes custom orders and orders that require freight shipping (items over 8 feet long).

We can ship most of our products to Canada and may be able to ship to other countries. However, we will need to provide you with a custom shipping quote. Shipping outside of the United States is not available at checkout by default.

Please contact us at team@jmpwood.com with your shipping address and the items you're interested in and we'll be happy to give you a shipping quote.

In the event that there is a delay in the receipt of your order due to a shipping problem, please call our office at 718.649.0333 or email us at team@jmpwood.com. We will contact the shipping company and attempt to resolve the problem as quickly as we can. All items are shipped with a tracking number.

Please contact us immediately. If your item has not yet shipped, we'll be able to change your shipping address.

We are unfortunately unable to change shipping addresses after an order has been shipped.

Items that are returned to us as a result of an incorrect address will be subject to additional shipping fees to re-ship.

We fully inspect all merchandise while manufacturing and before shipping.

If your order arrives damaged, please call our office at 718.649.0333 or contact us at team@jmpwood.com immediately. Damage may have occurred during shipping. We will need to determine the cause of damage and what needs to be replaced. An inspection will need to be made by the shipping company to determine if the damage occurred during shipping. Damaged items must remain in their original box and be set aside for inspection. Please allow ample time for inspection and a decision.

Please contact us within three days to notify us about damaged or missing items.

We will accept returns for defective items at our discretion. Defects or damage must be reported within three days of the receipt of shipment. Please inspect items upon their delivery to ensure that no damage has occurred during shipping.

If you are missing an item in your order, we will be sure to get a resolution for you if reported via email within 3-5 days of the delivery date. We reserve the right to refuse to service any wrong item reported more than 7 days after the delivery date.

If purchased through promotion, lead time may be increased by 2 days.

• To initiate your return, simply visit the "My Orders" section in your account. We gladly accept returns for most items, excluding custom-made-to-order products. Please return all products to our Linden location within 14 days of delivery/pickup for a full refund. The item(s) must meet the following criteria:

1. Condition: The item(s) must be in their original, undamaged condition.

2. Packaging: Please return the item(s) in their original packaging. If the original packaging is too damaged, use a similar-sized box (no longer than 108 inches) for the return. FedEx/UPS cannot accept shipments over 150lbs.

• To initiate a return, please ensure that it is approved first through the portal. Additionally, write the order number on the box and include the necessary paperwork inside the box. If the required paperwork is not included, there is a possibility that the return may be refused.
• For all returns for in-store orders, a receipt and contact information must be provided for the return to be processed.

• Open box or used items: Items that have been opened or used cannot be returned or replaced.
• Clearance items are non-returnable, and all sales are considered final for these items.
• Gift cards are non-returnable and non-refundable. Please note that purchased gift cards have a 5-year expiration period.
• For personalized made-to-order items, there are no exceptions, and returns are not accepted.
• Bundled items purchased at discounted rates, for example, "5 for $25," can only be returned if the entire bundle is returned.
• Items marked as "Non-Returnable" on the sale page cannot be returned.
• Orders placed under sale discounts are non-returnable.
• Returns are not accepted beyond the 14-day window period. Please ensure that any returns are returned within 14 days of delivery date.

• The customer is responsible for covering all return shipping expenses, which includes the cost of returning the item to the seller, as well as any shipping fees associated with the initial shipment.
• Shipping Costs: For orders that initially received free ground shipping, return shipping fees will be subtracted from the refund. These fees will amount to either $7.99 or 10% of the total order value, whichever is greater.
• Furthermore, any delivery shipping fees or rush charges collected on the order will not be refunded. This includes any additional charges for upgraded shipping methods, such as overnight or second-day air shipping.
• Please allow up to 10 business days for the return to be processed.

We’ll initiate your refund when we receive your item(s) at our Return Center. Generally, refunds take 5-10 days but may take up to 2 weeks. For more details regarding refunds and the timing of refunds, please review our Refund Policy.

Timing of your refund is dependent on your refund method.

• Store Credit Gift Card: We will credit your account within 1 business day once we receive notification that your item(s) have arrived at our Returns Center or have been returned in store.
• Credit Card: We will initiate your refund once we receive notification that your item(s) have arrived at our Returns Center or have been returned in store. Typically, you should see your refund reflected in your account within 5-7 days from carrier drop off or pick up, but it may take up to 2 weeks
• All other methods: Please allow up to 2 weeks for us to fully process your return and issue your refund. For cash purchases, you may be refunded as a corporate check or gift card

If your returned item is not received at our Returns Center, we reserve the right to reverse the refund.

Please note that any delivery shipping fees or rush charges collected on the order will not be refunded. This includes charges for upgraded shipping methods. It's essential to obtain a return authorization for all returns, as any returns made without proper authorization will not be accepted, and no refunds will be provided.

Yes, you have the flexibility to change your refund method before initiating the return by reaching out to us via email and informing us of your preference at team@jmpwood.com.

If you have received the wrong species of wood, color, or size, we will be sure to get a resolution for you if reported within 3 days of the delivery date. To help make your order right, we may require a photo(s) and/or for the original item to be returned when providing a resolution. If you are instructed to return the original item and it is not received at our Returns Center, we reserve the right to reverse the refund or charge for a replacement unit. We reserve the right to refuse to service any wrong item reported more than 14 days after the delivery date.

If the wrong item is shipped due to an error on our end, a replacement will be sent out promptly. However, if the mistake occurred while placing an order on the website by the customer, they are required to return the initial item at their own shipping cost and then place a new order for the corrected item. If wrong product is reported after installation is complete, no refund/exchange can be provided.

To report a wrong item:

1. Login to your JMP Account and locate your item(s) under My Orders. 
2. Select “Problem with this Order" (this will only appear for eligible items when reported within 3 days of the delivery date).
3. Follow the prompts to complete your request for resolution and fill out the Return Authorization Form.
4. Photos are required, please upload photos that display:
   - The entire item (out of the box - please inspect the item even if you suspect it is incorrect based on packaging/naming)
   - For wrong size: a photo of the box that shows the incorrect measurements or a photo of the wrong size showing that it is incorrect
   - Packaging/model number details on the box
   
5. Once your request is submitted, you will receive an email confirming your resolution and next steps. If you are asked to return the original item, instructions will be provided via email.

Please note: If you have received the incorrect item and proceed to install the item received, we cannot reimburse you on the product itself, but can credit the gap between the item ordered and the item received.

Customers have the option to request the cancellation of an order within 24 hours of placing it. It's important to note that made-to-order items are not eligible for cancellation. However, please be aware that cancellation requests are not guaranteed, as the system may prevent cancellations once items are in the preparation for shipment phase or if work on them has begun.

A processing fee of up to 10% may be applied to orders canceled after 24 hours from the original order placement date.

If you missed the window to cancel the order, you can always set up a return ahead of time and then send the item back once it arrives. Please email us at team@jmpwood.com to request.

All returned items should be shipped to our Linden location, located:

621 Commerce Rd
Linden, NJ 07036

While we strive to make each piece as uniform as possible and photograph products as accurately as possible, there will be some unavoidable color and grain variation in items due to the unique nature of wood.

Some of our product photos are computer renderings. The wood grain patterns of our actual products may be different from the renderings due to the nature of wood and the production process.

Our wood products are not stained or finished and are sanded and ready to be painted or stained unless otherwise noted.

All of our products listed on our website are intended for interior use only but we can manufacture for outdoor use if needed. Please contact us for more info.

We know how frustrating a damaged or defective item can be. If your item is damaged or defective, we will be sure to get a resolution for you if reported within 3-5 days of the delivery date. To ensure we make your order right, we may require a photo(s) of the damage and/or for the original item to be returned when providing a resolution. If you are instructed to return the original item in its original packing condition and box and it is not received at our Returns Center, we reserve the right to reverse the refund or charge for a replacement unit. We reserve the right to refuse to service any damaged or defective item reported more than 5 days after the delivery date.

1. Login to your JMP Account and locate your item(s) under My Orders.
   - Reason for return 
   - Fill the return form 
   - Apply for return approval 
   - Send email a picture without picture we do not accept the return
2. Select “Problem with this Order" (this will only appear for eligible items when reported within 5 days of the delivery date).
3. Follow the prompts to complete your request for resolution and fill out the Return Authorization Form. 
4. Photos are required, please upload photos that display:
   - The entire item (out of the box) - please inspect the item even if you suspect it is incorrect based on packaging/naming),
   - For wrong size: a photo of the box that shows the incorrect measurements or a photo of the wrong size showing that it is incorrect,
   Packaging/model number details on the box
5. Once your request is submitted, you will receive an email confirming your resolution and next steps. If you are asked to return the original item, instructions will be provided via email.

We love a good deal as much as you do. Throughout the year, we offer very special promotions and discounts to our customers. We don't know if and when an item will go on sale, but when it does we can't wait to share the good news! To sign up for daily or weekly Daily Sales emails, click here.

While we aim to offer competitive prices, we are unable to match promotional prices or honor price drops that occur during promotional periods. These are time-limited special discounts, and we cannot extend these discounts beyond their designated periods.

Custom & clearance products are not included in discount. All discounted sales are final. Discounts not applicable on trade accounts.

Please note that freight shipment discounts may be excluded from certain promotional periods. Orders above a certain weight limit and/or containing handrails over 8' will be automatically considered freight by our system.

While we strive to make each piece as uniform as possible and photograph products as accurately as possible, there will be some unavoidable color and grain variation in items due to the unique nature of wood.

Some of our product photos are computer renderings. The wood grain patterns of our actual products may be different from the renderings due to the nature of wood and the production process.

Our wood products are not stained or finished and are sanded and ready to be painted or stained unless otherwise noted.

All of our products listed on our website are intended for interior use only but we can manufacture for outdoor use if needed. Please contact us for more info.

Please see our wood type page for more info.

Absolutely. We can create custom items or customize any of our current products. If you'd like to customize any of our stock products, please contact us or see our customization page for more info.

Please note that all custom items must be paid in full at the time of placing the order. No exceptions can be made.

We unfortunately do not do installations or repairs. We just manufacture and sell parts.