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POLICIES AND PROCEDURES

BUSINESS HOURS

Our normal business hours are Monday through Friday 7:30 A.M. to 5:00 P.M., Saturday 9:00 A.M. to Noon. We are closed on Saturdays during the summer from Memorial Day through Labor Day. Hours may vary around holidays. Closed Sundays and Holidays.

DELIVERIES

Elenbaas Hardwood Inc. offers a free limited delivery service to builders and contractors within 50 miles of any Elenbaas Hardwood Inc. outlet with any purchase of $500.00 or more. We will deliver smaller amounts if we can wait until we have another order going in the same area. Any deliveries outside our area may be subject to an additional delivery charge depending on location, size, and time requirements. Delivery hours are 7:30 to 4:30 Monday through Friday. There will be no Saturday deliveries. We also request a twenty-four hour notification of any delivery or pick-up of returned goods for scheduling.

SPECIAL MILLWORK

Special millwork means any non-stock profile and/or species of wood. Two weeks lead-time is required to process special millwork orders. In lieu of knife grinding and set up charges we have a minimum requirement of 500 lineal feet of a specific profile.

SPECIAL ORDERS

Special orders are any product that our suppliers or we do not stock. All special order products are not returnable. All special order products cannot be canceled after twenty-four hours. Pre-hung doors are all special order and are built for each specific job.

RETURN POLICY

All stock items are returnable at no re-stocking charge if the merchandise is in the same condition that you received it. Because of the nature of our product we have a controlled environment. Once it leaves ours and into yours it is susceptible to environmental change, therefore we must put time restrictions on our product. All returnable product must be returned within 60 days of purchase. Non-stock products are non-returnable and non-refundable. The only exception is manufacturer or shipping damage.

CLAIMS

All of our products that we manufacture we guarantee. Our guarantee is 100% satisfaction and 100% usability. But this is the real world and people do make mistakes and miss defects. Those products that miss your mark in excellence we will replace or return for credit as quickly as possible. All the products that we purchase through other venders such as plywood, doors, and stair parts are subject to their guarantees. We purchase only from reputable venders that stand behind their product and offer you the quality you deserve and expect.

ORDERING INFORMATION

All orders will be processed in the order received. Pre-hung doors are somewhat complex and require three to five days lead-time. For round top, arches and elliptical casings please allow five working days. Whenever possible on full house orders we need one weeks notice to insure all or most of your order is complete at the time of shipping. Whenever possible use product numbers when ordering. When ordering pre-hung doors specify left or right hand right left and the width of the jamb or thickness of the wall. For builders and contractors we offer an additional service of measuring. This requires either detailed information or the builder or homeowner to be present at the job site when measuring.

CREDIT AND TERMS

For convenience we allow account status for builders and contractors. All invoices must be paid within 30 days of invoice date. All invoices unpaid after 30 days will be subject to a service charge of 1 ½ % per month. We invoice daily.

For those not on account we accept Visa or Master Card. We also accept cash and checks. For orders placed by customers not on account we require a 50% deposit upon acceptance of the order and the balance when picked up or upon delivery.