Shipping Information

Lumber Shipping:

 Methods: full flatbed, partial flatbed, rollback, common carrier, UPS Freight
 Call for quotes on full trucks, partials, common carriers.
 Rollbacks are priced per loaded mile. Please call for quote.
 Rollbacks can drop on-site without extra equipment. Flatbeds require a fork truck to off-load.
 Custom order – 25% deposit on all lumber orders with balance due before shipping.
 A credit card hold may be required.
 All costs of transportations shall be borne by the purchaser. Freight costs are set by independent carriers and are subject to change without notice. The Purchaser agrees to have men and equipment on the site necessary to unload materials on the day of delivery. The seller will not be responsible for any delays on performing this contract over which it has no control.
 The Purchaser shall inspect the materials furnished to this contract on their arrival and shall determine any shortages or damage and notify seller before the truck leaves the site.
 TWIN CREEKS LOG HOME SUPPLY, INC. warranties the material to meet uniform grading codes common in the lumber industry. Where applicable, manufacturer’s warranties will apply. The purchaser and/or his General Contractor are responsible for determining the suitability of any material for its intended use at time of order. The Purchaser is also responsible for determining material suitability concerning State and local building codes.

Hardware, Stains & Sealants:

 Shipping Rates: Please note that the shipping rates for many items we sell are weight-based. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound. Shipping rates originate from our warehouse (37615 zip code) and are based on actual real-time UPS shipping rates to your address.
 Shipping Time: Certain items may take longer to process in which case the customer will be notified of any delay.
 For UPS Ground shipments your order should arrive within 1-8 business days depending on where you live in the continental U.S. UPS Second Day Air, 3 Day Select and Ground Shipments are based on actual transit time after the 24 hour next business day order processing period. Please keep in mind that there are no weekend or holiday deliveries.
 Currently we ship anywhere in the continental U.S., using UPS delivery unless otherwise stated.
 All orders received by 1:00 p.m. Eastern Standard Time will be shipped the same day.
 Our shipping charges are simply what is dictated by UPS charges. UPS discounts are built into orders over 200 lbs., and those discounts will be automatically passed on to our customers. We strive to ship items the same day. Orders are processed in the order they are received.
 Please note that sometimes we will split your order into multiple packages to provide you with the most efficient service.
 Tennessee residents are subject to 9.5% sales tax. There is no sales tax on any item shipped outside of Tennessee.
 Your order may be arriving from multiple warehouses. If an incomplete shipment is received, please notify Twin Creeks after 3 days (shipments have been known to be separated and delayed by the carrier). If necessary, we will gladly send a tracer to locate the lost parcel. Please understand that Twin Creeks will only be responsible for claims received within 10 days of the shipment date.
 Twin Creeks Log Home Supply is not responsible for the damaged or lost merchandise after it is delivered or picked up by the carrier. Before accepting any shipment from a carrier, inspect it for external/internal damage, and report any damage to the carrier’s agent. Follow the carrier’s instructions. Then, report any damage to Twin Creeks. We will work with you on ways to resolve the problem. Do not return any merchandise to us without authorization from Twin Creeks.

Return & Credit Policy:

 Accommodation returns are subject to a 15% restocking charge and must be returned freight prepaid. Credit will be issued at the customers invoice price.
 Returns must be requested within 60 days after receipt of the merchandise.
 For dated materials such as stain, caulk, and chinking, returns must be made within 30 days of purchase date.
 Lost or Short Shipment: If an incomplete shipment is received, please notify Twin Creeks immediately. We will gladly to a tracer or locate the lost package.
 All products are to be returned in the original shipping carton and in saleable condition.

Literature & Samples.

 Samples: We strongly recommend that you try a sample before purchasing a finish. This way, you the customer are happy with the color of the stain you have purchased. We also have literature available on most of the products we carry.
 We have wet samples of most of the finishes we carry. Due to postal rate increases and other costs involved, our policy regarding wet samples is as follows:
1-5 samples equal a $6.00 charge for shipping and handling.
6-9 samples equal an $8.00 charge for shipping and handling.
10-15 samples equal a $10.00 charge for shipping and handling.
 Most of our literature is available online or can be mailed out through our Literature Department.

Custom Orders:

 Backorders: Although we try as hard as possible to stock all of our products, backorders might occur. If a backorder you will be notified ASAP either by email or by phone. At that point the customer will have a choice to have their account credited for the full product amount, or if desired we will ship the backordered item once it is in stock.
 Products that are custom made or depending on quantity or availability are considered custom orders. All custom orders are non-returnable and subject to a 2-3 weeks lead time for delivery.

Accepted Payment:

Visa, MasterCard, American Express, Discover, and Check.

Phone: 1-800-299-8981

Fax: 1-423-477-0739

Email: tclhs@embarqmail.com

Prices subject to change without prior notice.

Office Hours (Eastern Time):

Monday thru Friday – 8:00 a.m. to 5:00 p.m.

 If all lines are busy our automated voicemail system will receive your name and telephone number for a return call.
 We are always willing to meet with you by appointment.

Prices:

 Although we make every effort to insure that our prices are current, our prices are subject to change without prior notice.
 TAXES: On all materials delivered in the State of Tennessee a nine and one half percent (9.5%) tax must be collected unless PURCHASER provides seller a Tennessee State Tax Exempt Certificate of Resale. The SELLER accepts no responsibility for the collection, reporting or payment of any state or local taxes other than Tennessee.

Printing Errors:

 Errors that appear in our price list and web site are subject to correction. Changes to products either in design, description, or availability are beyond our control.