These Shipping & Delivery Terms explain how Mountain Dog Millworks processes, packages, and delivers orders, including slabs, furniture, custom millwork, décor items, and other handmade products.

Our goal is to set clear expectations and ensure a smooth delivery experience for every order.

Customer Service & Contact Information

If you have any questions about shipping, freight options, timelines, or special delivery requirements, please contact us directly through our website’s contact page.

We’re happy to:

  • Provide approximate shipping quotes for large projects
  • Discuss freight access concerns (driveway, rural access, etc.)
  • Help you plan the best delivery option for your project

We currently ship orders to:

  • United States (all 50 states)
  • Canada
  • Mexico

We do not ship to Europe, Asia, Australia, South America, or other regions at this time due to compliance and logistics constraints.

Because our products range from small décor pieces to large slabs and furniture, shipments generally fall into three categories:

1. Small-Parcel Shipping (UPS / FedEx / USPS)
Used for items such as:

  • Cutting boards
  • Lap tables
  • Small décor pieces
  • Gift items

These orders normally ship via ground service unless a faster option is selected at checkout.

2. Large-Parcel / Freight Shipping
Used for:

  • Large live-edge slabs
  • Heavy kiln-dried boards
  • Countertops and tabletops
  • Furniture pieces, islands, mantels, beams, and other oversized items

Freight delivery may require liftgate service, curbside delivery, and scheduling.

3. Local Pickup (if available)
If local pickup is offered, customers can choose this option at checkout and schedule a pickup time after purchase. Local pickup is typically arranged at or near our Tehachapi workshop.

Because every item is handmade, harvested locally, kiln-dried, and finished with care, processing times can vary:

  • In-stock small items: typically ship in 3–7 business days
  • Slabs: typically ship in 5–12 business days
  • Custom projects: timelines are quoted during the design/approval process
  • Kiln-drying and milling: may extend processing times for custom-cut slabs

If we anticipate delays due to weather, material sourcing, kiln schedules, or custom work complexity, we will communicate updated timelines.

Shipping costs are calculated based on:

  • Item size and weight
  • Delivery location
  • Shipping method (parcel vs freight)
  • Packaging and crating requirements

Large or heavy items that require freight shipping may include additional packaging and handling charges.

For shipments to Canada and Mexico, customers are responsible for:

  • Import duties
  • Taxes
  • Brokerage fees
  • Any additional border-related charges

Many slabs, tabletops, islands, and furniture pieces require freight delivery instead of standard parcel shipping.

Freight shipments typically include:

  • Heavy-duty packaging and/or crating
  • Liftgate service where available
  • Curbside delivery only
  • Delivery scheduling with the carrier

Freight carriers deliver to the nearest safe spot accessible by a large truck. Drivers are generally not permitted to:

  • Bring items inside your home
  • Navigate stairs
  • Uncrate or assemble items
  • Remove or dispose of packaging materials

Receiving Your Freight Shipment

It is very important to inspect freight shipments at the time of delivery.

Please do the following when your shipment arrives:

  1. Inspect the exterior of the crate or box before signing for delivery.
  2. Take clear photos of any visible damage before opening the crate.
  3. Note any damage or concerns on the carrier’s delivery paperwork.
  4. Contact us as soon as possible with photos and a description of the issue.

Failure to document visible damage at delivery may limit our ability to assist with freight claims or replacements.

We take great care to protect each order in transit:

  • Small items are typically wrapped in protective padding and shipped in sturdy boxes.
  • Large slabs and furniture are often crated or framed with rigid supports, foam padding, edge and corner protectors, and shrink wrap.
  • Resin river tables and specialty pieces may receive additional moisture-barrier layers and reinforced corners.

Packaging and crating fees are included in the shipping cost unless otherwise stated on the product page or at checkout.

Delivery Timeframes

Delivery times depend on the carrier, shipping method, and destination:

  • U.S. small parcel: usually 2–7 business days in transit
  • U.S. freight: usually 3–14 business days in transit
  • Canada/Mexico small parcel: usually 5–15 business days in transit
  • Canada/Mexico freight: usually 7–21 business days in transit

Rural or hard-to-reach locations may require additional transit time. Weather, holidays, and carrier backlogs can also affect delivery dates.

Tracking Your Order

When your order ships, you will receive a shipping confirmation email that includes:

  • The carrier name
  • A tracking number or tracking link

For freight shipments, tracking and scheduling information may come directly from the freight carrier as well as from Mountain Dog Millworks. Please monitor your email for updates and scheduling requests from the carrier.

Shipping Restrictions

For safety, fraud prevention, and logistic reasons, we maintain certain shipping restrictions. We do not ship:

  • Large items to P.O. Boxes
  • Orders to freight-forwarding companies
  • Orders to unverified or incomplete addresses
  • Orders to countries outside the United States, Canada, and Mexico

We reserve the right to cancel and refund orders that do not meet our shipping or verification requirements.

Failed Delivery Attempts

If a package or freight shipment is returned to us due to:

  • Incorrect or incomplete shipping address
  • Customer not being available for scheduled freight delivery
  • Refusal of delivery without documented damage
  • Failure to respond to carrier scheduling attempts

…the customer may be responsible for:

  • Return shipping costs
  • Storage or redelivery fees charged by the carrier
  • Reshipment costs to a new address

We will contact you if an issue arises and discuss options before additional charges are applied.

Lost, Stolen, or Damaged Shipments

Lost or Stolen Small-Parcel Packages
If your tracking shows “delivered” but you have not received the package, please:

  • Check with neighbors and around your property
  • Confirm the shipping address on your order
  • Contact the carrier to open a claim

We will assist where we can, but carriers generally require the recipient to initiate the claim.

Damaged Freight Shipments

  • Take photos of the crate and item immediately upon delivery.
  • Note damage on the carrier’s paperwork.
  • Contact us as soon as possible with photos and a description of the problem.

Keeping the packaging materials until the claim is complete may be required by the carrier

International (Canada & Mexico) Shipments

For orders shipping to Canada and Mexico, customers are responsible for:

  • Import duties and customs taxes
  • Brokerage or clearance fees
  • Any additional charges assessed by border agencies or carriers

Customs inspections and processing times are outside our control and may delay final delivery. We cannot guarantee or predict customs decisions or fees.