Shipping policy

Last updated March 27, 2026

 This Shipping & Returns Policy applies to all purchases from Lock & Grain (“L&G,” “we,” “our”) and is incorporated into our Terms & Conditions.

 ORDER PROCESSING & FULFILLMENT. Most Lock & Grain products are made-to-order or finished upon order.

·       Typical fulfillment timelines are 2–4 weeks, but may vary based on product, order volume, or material availability.

·       All fulfillment timelines are estimates only and are not guaranteed.

·       While we work hard to meet expected timelines, delays may occur due to production, supply chain, or shipping factors.

 SHIPPING & DELIVERY. Orders are shipped via third-party carriers.

·       Once an order has shipped, delivery is coordinated by the carrier.

·       We will assist where possible with tracking and communication, but delivery timing and handling are ultimately managed by the carrier.

 Delivery Conditions:

·         Customers are responsible for providing accurate shipping information, ensuring reasonable access and space for delivery, and being available to receive the shipment.

·         If delivery cannot be completed due to customer conditions, additional carrier fees (redelivery, storage, or related charges) may apply and are the responsibility of the Customer. These costs may be automatically charged to the original payment method.

 SHIPPING RESPONSIBILITY & RISK. Once a shipment leaves our facility, it is in the care of the carrier. If damage or loss occurs in transit, we will work with you in good faith to resolve the issue, including assisting with carrier claims or coordinating replacement where appropriate.

 DELIVERY INSPECTION & DAMAGE CLAIMS. Customers should inspect shipments promptly upon delivery.

·       Visible damage should be noted at delivery and reported within 7 days.

·       Concealed damage must be reported within 7 days with supporting photos.

·       Failure to report shipping damage within the required timeframe may limit our ability to assist with resolution.

 REFUSAL OF DELIVERY. Refusal of delivery is treated as a return.

·       Return shipping, handling, and related costs will apply.

·       These costs may be automatically charged to the original payment method.

 RETURNS (NON-WARRANTY). Returns for reasons other than warranty coverage may be accepted under the following conditions:

·       Request must be made within 30 days of delivery.

·       Item must be returned in good condition, free from damage beyond normal inspection and handling, with all original components.

·       Original packaging is strongly preferred and may be required in some cases.

Additional terms:

·       A then-current restocking fee may apply.

·       Customer is responsible for return shipping costs.

·       Items returned damaged, incomplete, or improperly packaged may be partially refunded or denied.

 NON-RETURNABLE ITEMS. The following are not eligible for return:

·       Custom products (as designated by Lock & Grain).

·       Items that have been materially altered or damaged after delivery.

·       Products that have been finished, stained, painted, or otherwise modified by the Customer are not eligible for return for cosmetic reasons. Such modifications do not affect the applicability of the Warranty with respect to structural integrity.

WARRANTY RETURNS. Returns related to product defects are governed by the Lock & Grain Warranty.

·       Warranty claims must be submitted within the applicable warranty period.

·       We may request photos, documentation, or return of the product to evaluate the claim.

·       Approved claims will be resolved through repair, replacement, or refund at our discretion.

 RETURN SHIPPING RESPONSIBILITY. Unless a return is due to an error by Lock & Grain:

·       Customer is responsible for coordinating and paying for return shipment.

·       Customer is responsible for packaging the product appropriately for return.

·       We are not responsible for damage that occurs during return shipment.

·       We recommend insuring return shipments when appropriate.

·       For warranty-related returns, shipping responsibility is determined in accordance with the Warranty.

 FAILED DELIVERIES & ABANDONMENT. If delivery cannot be completed due to customer inaction or unavailability:

·       The carrier may assess storage or redelivery fees.

·       We may recall the shipment. 

In such cases:

·       Customer is responsible for all related costs.

·       Unresolved shipments may ultimately be treated as abandoned.