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Let me start by apologizing for any negative experience you may have encountered with our products or our customer service. I assure you that it is not our policy to expect our customers to keep damaged goods or to pay for return shipping, neither is it our policy to ship damaged product.
Our customers should bear in mind however, that because these are reclaimed beams, it is beyond the scope of our ability to display pictures on our website of the exact beam you are purchasing. The beams depicted are only representative of what we offer and they are sold by the way they were originally cut, either hand hewn or rough sawn, and come unfinished. We do offer several wax finishes on our site that customers can purchase separately and apply themselves to achieve the look they are wanting. We will also send out free samples of our beams and mantles, either finished or unfinished, so that you may see and feel an example of what you may expect when purchasing our products.
It must also be kept in mind that these are not new beams cut with modern machines and computerized saws; they come from buildings and structures that are sometimes over one hundred years old and have seen a lot of wear and tear and weather in their lifetimes. But it is this process that gives our unique beams the variation in colors and flaws that our discerning customers are looking for. They are old and they usually wear their age well.
Sometimes however, and old beam will leave our facility and in the shipping process become damaged, or inherent flaws in the wood become more pronounced. In these instances, all we require is a few cell phone pictures to confirm the damage for our records and a replacement is rushed out of our doors. If there is no damage and the beam is just not what our customer expected, we do require that it be sent back to us and upon receipt of the beam, we issue a replacement or a refund.
Because we value each of our customers and pride ourselves on the quality of our products we ask that you please contact us again in order to resolve this issue and make sure that you get the mantle that you desire.
Elmwood Reclaimed Timber