Phone: (289) 633-3335
Email: sales@qualitycedarproducts.ca
Last updated: 1/9/2026

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Quality Cedar Products is committed to customer satisfaction. If there is an issue with your order, please contact us promptly and we will work with you to reach a fair resolution.

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1) Return Eligibility

Returns are accepted only for products that are damaged, defective, or incorrect (wrong item supplied), and only when reported within 3 business days of delivery or pickup (see Section 2). We do not accept returns for reasons other than damage, defect, or incorrect item due to the nature of cedar lumber and custom/special-order materials. All remedies are determined at the sole discretion of Quality Cedar Products.

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2) Reporting Window

To be eligible for a return or remedy, you must notify us within 3 business days of:

• the date the order is marked delivered, or

• the date the order is picked up, whichever applies.

Do not install, cut, or fasten the product once an issue is identified, and retain all packaging until the claim is resolved. We may require photos and supporting details (e.g., invoice number, measurements, labels, packaging condition) as part of the assessment. Business days are Monday to Friday, excluding statutory holidays. 

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3) How to Request a Return

To request a return, contact Quality Cedar Products at (289) 633-3335 or sales@qualitycedarproducts.ca and provide:

• your invoice/receipt information,

• a brief description of the issue, and

• clear photos of the product and any packaging/labels (if applicable).

Do not install or cut the product once the issue is identified, and retain all packaging until the claim is resolved.

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4) Proof of Purchase

Proof of purchase is required for all return requests (invoice number, receipt, or other transaction confirmation).

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5) Condition Requirements (No Use/Installation)

To remain eligible for return consideration, the product must not be installed, used, or altered after delivery/pickup. Return eligibility may be voided if the product has been:

• Installed or used

• Cut, milled, planed, modified, or otherwise altered

• Painted, stained, sealed, or treated

• Exposed to conditions that could cause damage (e.g., weather or moisture) after delivery/pickup

• Fastened with nails, screws, or other hardware

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6) Natural Characteristics (Not Considered Defects)

Cedar is a natural product. The following characteristics are not considered defects and are typically not eligible for return:

• Natural variation in color, grain, or texture

• Knots and knot patterns consistent with the grade supplied

• Minor surface checking, shrinkage, or warping that can occur with normal handling, storage, acclimation, or environmental condition

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7) Quantity, Sizing, and Measurement Standards

Lumber is assessed using industry-standard measurement conventions (including nominal vs. actual sizing where applicable). Minor variances and natural material differences may occur.

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8) Authorization Required

Do not return or drop off items without approval. Returns require prior authorization and instructions from Quality Cedar Products. Unauthorized returns may be refused.

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9) Partial Returns and Missing Components

Returns must include all related materials and components supplied for the item/order unless otherwise approved in writing. Partial returns may be refused or may result in reduced credit at our discretion.

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10) Inspection and Final Determination

Photos may be used for initial review; however, all approved returns are subject to inspection upon receipt. Final approval and the appropriate remedy are determined after inspection.

11) Remedies

If a return is approved, we will determine the appropriate resolution at our discretion, which may include replacement, repair, store credit, or refund, depending on the circumstances and product availability.

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12) Shipping, Pickup, and Fees

Unless otherwise agreed in writing:

• Customers are responsible for any return shipping costs.

• If pickup is arranged by Quality Cedar Products, pickup fees may apply.

• Approved returns may be subject to shipping, handling, and/or restocking fees where applicable, which may be deducted from any refund or credit.

If the issue is confirmed as our error (incorrect item supplied) or an approved defect/damage claim, we may waive certain fees at our discretion.

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13) Processing Time

Approved refunds or credits (if applicable) are typically processed within 5–10 business days after inspection and final approval. Refunds are issued to the original payment method whenever possible. Original delivery/shipping charges are non-refundable unless required by law or unless the return results from our error.

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14) Resolving Issues First

If there is an issue with your order, please contact us first at (289) 633-3335 so we can work to resolve it quickly.

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15) Policy Updates

Quality Cedar Products may update this policy from time to time. The version in effect at the time of purchase will generally apply.

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