Return Policy for Online Orders

At Turkstra Lumber, we are committed to ensuring your satisfaction with every purchase, whether in-store or online. Our return policy is designed to provide you with options for refunds, exchanges, and cancellations in the event that a product is not required, not suitable, or is defective.

Cancellation of Orders:

Before Delivery: If you wish to cancel an order that has not yet been delivered, please contact our customer service team as soon as possible. You may contact us via phone 1-855-561-1114 or email customerservice@turkstralumber.com to request a cancellation.

Eligible Returns:

Stocked products may be returned provided the following conditions are met:

·         The product is in new, unused, and resalable condition

·         The product has not been exposed to weather, job site damage, or installation

·         The return occurs within 90 days of the original purchase date

·         Proof of purchase or the original invoice is provided

All returned materials are subject to inspection and approval by Turkstra Lumber before any credit is issued.

Restocking Charges:

A minimum 10% restocking charge will apply to materials stored in yard or warehouse locations that require forklift handling or warehouse processing. This includes items such as lumber, sheet goods, engineered wood products, and other bundled building materials.

The restocking charge helps offset the labour required to process returned materials, including unloading, inspection, sorting, restacking, and returning materials to inventory.

Products purchased from in-store retail shelving are generally not subject to a restocking charge provided they are returned in new, unused, and resalable condition.

Jobsite Pickup Returns:

If materials must be retrieved from a job site, a $158.75 truck charge will apply. This fee covers the cost of dispatching equipment and personnel to safely retrieve and transport the materials back to the yard.

Materials scheduled for pickup must be neatly stacked, accessible, and ready for loading. Drivers are responsible for safely loading and securing materials but are not responsible for sorting or preparing loose materials on site.

Special Orders and Custom Products:

Special-order products are generally non-returnable. In situations where a manufacturer allows a return, any vendor restocking charges will be passed through to the customer.

Certain products are considered custom and are therefore final sale once produced. These include custom-cut Engineered Wood Products (EWP) manufactured from engineered layouts and other custom fabricated materials.

Stock-length EWP products, such as standard beams or headers, may be eligible for return provided they meet the standard return conditions outlined in this policy.

All special orders and custom products must be purchased under a customer account and cannot be ordered as cash sales. Customers must, at minimum, hold a Build-It-Better account with Turkstra Lumber in order to place special orders or request custom manufactured materials.

Takeoffs and Estimates:

Turkstra Lumber may assist customers by preparing material takeoffs or quantity estimates based on drawings or plans provided by the customer. This service is offered as a convenience to help customers plan their material requirements.

While every effort is made to provide accurate estimates, takeoffs are based solely on the drawings and information supplied and are intended as guidelines only. Site conditions, construction methods, and field adjustments may result in variations in actual material usage.

Customers remain responsible for reviewing quantities and determining the final order amounts for their projects. Materials ordered from Turkstra Lumber remain subject to the standard return and restocking policy regardless of whether the quantities were derived from a customer takeoff or a Turkstra Lumber estimate.

Because takeoffs are provided as a complimentary service, Turkstra Lumber cannot assume responsibility for excess materials resulting from estimation differences, project changes, or construction practices.

Prior to processing any special order, custom material, engineered layout, or manufactured product, customers will be required to review and sign a Special Order (SO) Agreement Form confirming the materials, quantities, specifications, and pricing. This confirmation ensures that the final order reflects the customer’s intended requirements before materials are ordered, cut, manufactured, or otherwise processed.

Exceptions:

Restocking charges will not apply in situations involving errors made by Turkstra Lumber, manufacturer defects, warranty claims, or situations where incorrect materials were supplied by Turkstra Lumber.

Policy Enforcement:

Turkstra Lumber reserves the right to refuse returns that do not meet the conditions outlined above or that cannot be returned to inventory in resalable condition. Management may approve exceptions where appropriate.

If you have any questions or concerns regarding our return policy for online orders or any other aspect of your purchase, please don't hesitate to contact us