Purchase Policy


IMPORTANT PURCHASE POLICY NOTICES

FINAL INVOICE CONTROLS ALL ORDERS | CUSTOMERS ARE RESPONSIBLE FOR UNLOADING DELIVERIES UNLESS OTHERWISE STATED IN WRITING | NATURAL HARDWOOD VARIATION, MOVEMENT, CHECKING, AND COLOR CHANGE ARE EXPECTED CHARACTERISTICS OF REAL WOOD | ALL SHIPMENTS SHOULD BE INSPECTED BEFORE SIGNING DELIVERY PAPERWORK |

REVIEW FULL POLICY:  WWW.BWDEPOT.COM/PURCHASE-POLICY

Purchase Policy Overview

Brazilian Wood Depot Purchase Policy

Policy Notice
Please Review Before Ordering
This Purchase Policy explains the terms, responsibilities, and expectations that apply when purchasing hardwood products, accessories, custom-milled materials, and delivery services from Brazilian Wood Depot.
Our goal is to make the buying process as clear and transparent as possible. Hardwood is a natural material, and many important details — including board lengths, color variation, movement, shipping, unloading, installation, and returns — should be understood before an order is finalized.
  • Final invoice controls the order: The finalized invoice represents the binding sales agreement.
  • Customer review is important: Customers should review all species, sizes, quantities, milling details, accessories, shipping details, and policy terms before placing an order.
  • Hardwood is a natural product: Natural variation, movement, checking, color differences, and environmental response are normal characteristics of exterior hardwoods.
  • Delivery preparation matters: Customers are responsible for unloading unless otherwise stated in writing.
Expand for plain-English summary
This policy is intended to prevent confusion and help customers understand what to expect before, during, and after ordering. It covers how quotes work, how freight and unloading work, what natural hardwood characteristics are normal, how returns are handled, and how installation conditions affect long-term performance.
By placing an order with Brazilian Wood Depot, customers acknowledge and agree to the terms outlined in this Purchase Policy.

Important Exterior Hardwood Product Notice

Natural Material Characteristics & Environmental Response

Important Notice
Please Review
Exterior hardwoods are natural products that respond to moisture, airflow, temperature, sunlight, ventilation, installation conditions, environmental exposure, and maintenance practices.
Natural variation, movement, expansion, contraction, checking, color change, weathering, grain variation, surface texture variation, and environmental response are expected characteristics of real hardwood products and are not considered manufacturing defects.
Customers, contractors, installers, architects, and homeowners should carefully review all installation guides, ventilation recommendations, fastening recommendations, and maintenance information before installation begins.

Quotes, Pricing, Availability & Final Invoice Terms

How Quotes and Final Invoices Work

Final Invoice Controls
Subject to Availability
Time permitting, Brazilian Wood Depot may provide quotes based on drawings, plans, dimensions, square footage, linear footage, customer measurements, take-offs, or similar project details.
These quotes are intended to help customers understand material options, estimated quantities, species selection, installation recommendations, accessory needs, shipping options, and related educational resources.
All quotes are subject to prior sale, availability, and market price fluctuations. Because hardwood supply and freight costs vary, pricing and inventory may change without notice.
  • Quote validity: Quotes are typically valid for seven (7) days unless extended in writing by a BWD sales associate.
  • Inventory availability: Hardwood species, sizes, and lengths may sell out or change quickly.
  • Freight pricing: Shipping costs may change based on shipment size, weight, destination, fuel, route, carrier availability, and delivery method.
  • Final invoice: The finalized invoice represents the binding sales agreement.
Any prior verbal estimates, written estimates, quote drafts, emails, texts, or other communications are superseded by the finalized invoice. BWD’s responsibility is limited to fulfilling the products, quantities, and specifications shown on that finalized invoice.
Expand for customer review responsibilities
Customers should carefully review the final invoice before placing an order. This includes confirming species, nominal size, actual profile, board lengths, quantities, milling, accessories, fasteners, shipping method, delivery address, unloading expectations, and any special notes.
Hardwood projects can vary significantly based on layout, board direction, waste factor, border designs, stair details, picture framing, breaker boards, field cuts, and installation method. Customers and installers are responsible for confirming that the quoted material is appropriate for the final project layout.

Payment Terms

Payment Methods and Timing

Payment Required
Before Shipment
Brazilian Wood Depot accepts credit card, wire transfer, check, and ACH payment.
Payment may be made securely through the BWD Payment Portal or by phone with a sales representative. Full instructions and options can also be found on our Payment Portal page.
  • Credit card: Accepted for many orders.
  • ACH / wire transfer: Preferred for larger orders.
  • Check: Accepted, subject to processing and clearance timing.
  • Payment before shipment: All orders must be paid in full prior to shipment.
For larger orders, BWD prefers check, ACH, or wire payment to ensure faster and more secure processing. Although BWD does not charge a credit card convenience fee, electronic funds transfers are preferred for orders of significant value.
Expand for pickup and custom-order payment notes
In limited cases, customers may pay upon pickup, but this must be expressly approved by BWD in advance.
Pay-upon-pickup approval does not apply to milled or custom orders. Milled or custom materials require payment before milling or modification begins.

Shipping, Crating, GPS Tracking & Unloading Responsibilities

Delivery Method, Customer Unloading and Freight Planning

Customer Unloads
Plan Ahead
All deliveries must be unloaded by the customer unless expressly stated otherwise in writing. This applies to local delivery, LTL freight, flatbed delivery, hotshot delivery, and common carrier shipments.
Customers are responsible for providing adequate personnel, equipment, site access, and planning to safely unload materials at the time of delivery. For a broader overview of shipping methods, delivery expectations, and freight planning, see our
Shipping Information Center.
  • Customer responsibility: Be prepared to unload when the truck arrives.
  • Driver responsibility: Drivers are generally not responsible for unloading hardwood materials unless that service is specifically arranged and documented in advance.
  • Equipment planning: Large hardwood crates may require a forklift, skid steer, telehandler, tractor forks, or sufficient hand-unloading labor.
  • Weight planning: Hardwood shipments can be extremely heavy, especially dense species and thicker profiles.
  • Delivery-day preparation: Review our
    Delivery Day Preparation Guide before your shipment arrives.
  • Estimated transit timing: See our
    Estimated Shipping Timeline Guide for general production and transit expectations.

For transparency and real-world examples of how shipments are prepared and handled, customers may view the Recent Orders Gallery, which shows live shipment photos, GPS tracking data, and crating examples.

Expand for LTL freight vs hotshot delivery
Most large hardwood shipments move by either
LTL freight or
hotshot delivery.
LTL freight is usually more economical, but it can involve more handling points, less precise delivery timing, enclosed trailers, and unloading access primarily from the rear of the truck.
Hotshot delivery is usually faster, more direct, easier to coordinate, and often easier to unload with equipment. However, it is typically much more expensive.

For additional comparison details, see:

Expand for local delivery information
Certain deliveries within North Georgia and surrounding areas may qualify for local delivery service depending on order size, scheduling, and location.
Local deliveries still generally require customer unloading unless other arrangements are made in writing beforehand.
See our
Local Delivery Information for additional details and service-area information.
Expand for unloading enclosed LTL trailers
LTL shipments often arrive in an enclosed box truck or full-size semi trailer. This means customers may only have access to the ends of the crates from the rear of the trailer.
These crates can often be unloaded with forks, a skid steer, or a forklift, but unloading may require a skilled operator.
Customers should also review our
Delivery Day Expectations & Unloading Tips prior to shipment arrival.
Expand for crating and GPS tracking
Brazilian Wood Depot has an exceptional track record of damage-free deliveries supported by robust crating methods and photo documentation.

Customers can also review our:

Delivery Inspection, Bill of Lading Notes & Claims

Inspect Material Before Signing Delivery Paperwork

Required at Delivery
Time Sensitive
Upon delivery, customers must inspect all materials and verify quantities, quality, crate condition, and visible damage before signing the Bill of Lading or delivery receipt.
Any visible damage, shortage, or discrepancy must be clearly noted on the delivery receipt or Bill of Lading at the time of delivery.
  • Inspect crates: Look for broken packaging, punctures, crushed areas, torn wrapping, missing straps, or visible forklift damage.
  • Confirm quantity: Confirm the number of bundles, crates, or packages shown on the delivery paperwork.
  • Document concerns: Note visible damage, shortage, or discrepancy before signing.
  • Take photos: Photos are strongly recommended and should be submitted promptly.
Failure to document visible freight damage at delivery may limit or void the ability to pursue a freight claim afterward. Customers are required to accept delivery of shipped materials, even if visible damage is observed. The correct process is to accept the shipment, clearly note the damage on the Bill of Lading or delivery receipt, take photos, and contact BWD promptly.
Expand for why customers should accept delivery even if damage is visible
Customers are required to accept delivery of shipped materials even if damage is observed. The correct process is to accept delivery, clearly note visible concerns on the Bill of Lading, take photos, and notify BWD promptly.
Refusing delivery due to damage, shortage, appearance concerns, or accounting disputes may result in additional freight fees, storage charges, redelivery fees, return freight charges, and delayed claim resolution.
Expand for 72-hour reporting requirements
Customers must inspect and report any shipping damage or material concerns within seventy-two (72) hours of delivery.
All claims should include supporting photos and be submitted to a BWD sales representative by phone or email. Prompt documentation allows BWD to take appropriate steps with carriers and suppliers to resolve issues quickly.
Helpful photos may include wide photos of the entire shipment, photos of labels, photos of damaged packaging, photos of affected boards, and close-up photos showing measurable damage or unusable footage.

Natural Hardwood Appearance, Color Variation & Grade Expectations

Wood Is a Natural Product

Natural Product Notice
Variation Expected
Wood is a product of nature, and each board is inherently unique. Variations in color, grain pattern, tone, figure, texture, and surface character are expected and reflect the natural beauty and authenticity of genuine hardwood lumber.
These characteristics are not flaws. They are what make real wood products distinct from synthetic alternatives.
  • Expected: Color variation between boards.
  • Expected: Grain and figure variation.
  • Expected: Texture and surface character differences.
  • Expected: Differences between delivered material and website photos.
  • Expected: Natural changes from sunlight, oiling, weathering, oxygen exposure, and maintenance products.
Color and grain variations are not considered defects and are not eligible for return or exchange.
Expand for premium grade hardwood expectations
Premium hardwood decking is selected for high-quality appearance, structural usability, and suitability for exterior decking applications.
However, premium grade does not mean every board is visually identical, perfectly straight, free from every small natural mark, or completely without normal wood characteristics.
  • Premium grade generally means: Sound exterior decking-grade material.
  • Premium grade generally means: No large visible knots penetrating through the board.
  • Premium grade generally means: Strong appearance and structural quality.
  • Still possible: Tiny pin holes, slight mill chatter, minor reverse grain, small bug-hole evidence, and other small characteristics within accepted grade expectations.
Expand for color change and website photo expectations
Freshly milled hardwoods can appear different than they will after exposure, oiling, or weathering. Some boards may appear darker, lighter, redder, browner, more golden, more olive, or more varied than others.
Exterior hardwoods naturally change over time as they are exposed to sunlight, moisture, oxygen, and maintenance products. Differences between delivered material and photos on our website are normal and expected outcomes of working with real hardwood.
Expand for crate sorting and selective return policy
BWD does not permit customers to pick through crates or selectively return boards in an attempt to achieve a perfectly uniform color or grain pattern.
Wood is a natural product, and variations in appearance are expected as part of its inherent beauty.

Straightness, Sweep, Bow, Cupping & Natural Wood Movement

Understanding Normal Hardwood Movement

Movement Notice
Natural Material
Hardwood decking is a natural exterior product. Even kiln-dried hardwoods continue responding to moisture, sunlight, airflow, temperature, and installation conditions over time.
Kiln drying significantly improves stability and consistency, but it does not turn hardwood into an engineered product that no longer reacts to the environment.
  • Normal movement may include: Expansion and contraction.
  • Normal movement may include: Surface checking and end checking.
  • Normal movement may include: Minor sweep or side-to-side curvature.
  • Normal movement may include: Cupping when airflow, drainage, or moisture conditions are poor.
  • Normal movement may include: Seasonal changes as the environment changes.
When people say a hardwood board is “warped,” what they often mean is simply that the board is not perfectly visually straight from end to end.
In many cases, they are describing sweep, also called sidebend or crook, which refers to side-to-side curvature along the length of the board.
As a general hardwood industry reference point, longer hardwood boards are often considered within normal expectations when sweep remains around roughly 1/8 inch per foot of board length.
For example, a 16-foot hardwood board could naturally have roughly 2 inches of side-to-side sweep while still being considered acceptable, usable, sound material within normal hardwood industry expectations.
Natural hardwood boards can still be considered sound, usable, premium-grade material even when they are not perfectly visually straight from end to end.
How to measure 1/8″ per foot of sweep
One practical way to visualize sweep is to stand the board on edge on a flat surface.
If the board arches like a shallow rainbow while standing on edge, the distance between the center of the board and the floor helps show the amount of sweep.
For example, a 16-foot hardwood board with roughly 2 inches of sweep may naturally arch like a shallow rainbow, with the center of the board sitting approximately 2 inches away from the floor while both ends remain in contact with the ground.
This is intended as a practical field explanation to help customers visualize sweep in real-world handling and installation conditions.
Expand for sweep vs bow vs cup vs twist
Many customers use the word “warp” to describe several different kinds of board movement. Technically, these conditions are different.
  • Sweep / Crook / Sidebend: The board curves side-to-side along its length, like a banana when viewed from above.
  • Bow: The board curves upward or downward along its face, like an arch or bridge when viewed from the side.
  • Cup: The board edges curl upward or downward across the width of the board, forming a shallow U-shape.
  • Twist: The board rotates so that the corners do not lie in the same plane, similar to a propeller shape.
Expand for why 1×6 is often easier to install than 5/4×6
Even when 5/4×6 hardwood boards are well within normal hardwood industry expectations, they can still be heavy, rigid, and difficult to manipulate into place.
  • 5/4×6 boards are heavier.
  • 5/4×6 boards are stiffer.
  • 5/4×6 boards are more difficult to force straight during installation.
  • 5/4×6 boards are less forgiving in longer lengths.
This does not mean 5/4×6 is bad material. It simply means it is heavier, stiffer, and less forgiving to install, especially in longer lengths.
A board can be acceptable, sound, premium grade, and usable while still requiring installer skill to bring into alignment.

Ventilation, Drainage, Cupping & Bottom Kerfs

Moisture Management and Board Movement

Performance Notice
Installation Matters
Proper ventilation, drainage, fastening, and installation practices are essential to achieving the long-term results expected from premium exterior hardwoods.

Customers installing hardwood decking should strongly review our:

  • Common cause: Poor airflow beneath the deck.
  • Common cause: Trapped moisture.
  • Common cause: Poor drainage design.
  • Common cause: Low-clearance installations.
  • Common cause: Shaded, damp, or snow-exposed environments.
Expand for bottom kerfs / relief grooving
For the most complete resource on bottom grooving, drainage systems, and hardwood cupping behavior, review:
Expand for environmental-condition limitations

Storage, Acclimation & Jobsite Handling

Protecting Hardwood Materials Before Installation

Jobsite Handling
Important Before Install
Exterior hardwoods are natural products that continue responding to moisture, airflow, humidity, temperature, sunlight, and environmental conditions after delivery and before installation.
Improper storage conditions can contribute to unnecessary movement, staining, uneven moisture absorption, cupping, end checking, mold growth, discoloration, or installation complications before the material is ever installed.
Customers, installers, contractors, and jobsite personnel are responsible for properly storing, protecting, handling, ventilating, and monitoring hardwood materials after delivery.
Customers should also review the following related resources:
  • Keep material elevated: Do not store hardwood directly on dirt, grass, mud, wet concrete, or standing water.
  • Allow airflow: Hardwood bundles should be ventilated and allowed to breathe.
  • Avoid trapped moisture: Completely wrapping bundles tightly in plastic or sealed tarps without airflow can trap moisture and create problems.
  • Protect from excessive exposure: Until installation, material should generally be protected from prolonged rain, snow, standing water, mud, and unnecessary environmental exposure.
  • Support evenly: Long hardwood boards should be properly supported across their length to reduce unnecessary stress or sagging.
  • Install promptly: Material should not sit improperly stored at jobsites for extended periods before installation.
Expand for acclimation and airflow guidance
Airflow is extremely important for hardwood stability and appearance before installation.
If boards become wet during unloading, rain exposure, or transportation, airflow helps the material dry more evenly and naturally.
If using tarps or temporary protection, coverings should generally be loose enough to allow ventilation and airflow around the material.
Completely sealing wet hardwood bundles without ventilation can contribute to uneven moisture conditions, mold growth, staining, or exaggerated movement.
Expand for concrete, garages, sheds, and outdoor storage
Hardwood can often be temporarily stored in garages, sheds, covered porches, warehouses, or exterior jobsite locations when proper airflow and protection practices are followed.
Direct contact with concrete is generally discouraged because concrete can transfer and retain moisture.
Exterior hardwoods should generally not be stored in highly artificial climate-controlled environments unless that closely reflects the environment where the material will ultimately be installed.
Sudden or extreme environmental differences between storage conditions and installation conditions may increase movement or acclimation stress.
Expand for staining, dirty tarps, and environmental exposure
Dirty tarps, muddy surfaces, standing water, leaves, metal contamination, fertilizers, construction debris, and other jobsite contaminants can stain or discolor hardwood materials before installation.
Customers should use clean protective materials and maintain a reasonably clean storage environment whenever possible.
Temporary cosmetic discoloration caused by storage conditions, environmental exposure, water spotting, mildew, oxidation, tannin bleed, or jobsite contamination may not be considered material defects.
Expand for responsibility after delivery
Once material is delivered, unloading conditions, storage practices, weather exposure, ventilation, handling, acclimation, and jobsite protection become the responsibility of the customer, installer, contractor, or receiving party.
BWD is not responsible for issues caused by improper storage, poor ventilation, prolonged environmental exposure, trapped moisture, jobsite handling damage, or delayed installation conditions after delivery has occurred.

Installation, Fastening Methods & Framing Considerations

Installation Practices Affect Long-Term Performance

Installation Required
Review Guides
Proper installation practices are essential to achieving the long-term results expected from premium hardwood decking, siding, porch flooring, and exterior wood products.
Before beginning any project, customers and installers must review the official, relevant BWD Installation Guide or Guides. Start with the main Installation Guides Hub, which includes multimedia guides for decking, siding, tongue-and-groove, oiling, cleaning, and fastening systems.
Expand for fastening method considerations
The fastening system matters just as much as the wood itself. Customers comparing fastening options should begin with our Deck Fasteners Resource Page and the Deck Fastening Methods Video.
Surface fastening is often the most secure and structurally sound installation method for dense hardwood decking, especially in demanding exposure conditions.
For broader fastener performance guidance, customers may also review the Scoring Hardwoods Video, which explains how species, fasteners, sunlight, airflow, and exposure conditions influence performance.
Expand for hidden fastener caution
Hidden fasteners, commonly called deck clips, have become popular because they create a clean screw-free surface.
However, not all clip systems are built the same. Many systems on the market were originally designed for composite or softwood decking, not dense hardwoods like Ipe, Cumaru, Garapa, Tigerwood, Massaranduba, Purpleheart, or Brown Balau.
That difference can show up in real-world performance, especially in board movement, hold-down strength, long-term serviceability, and exposure to sunlight and moisture.
Customers considering hidden fastening should review the Deck Fasteners Resource Page, the Deck Fastening Methods Video, and the relevant fastening guide for the selected system:
For projects involving moisture concerns, low airflow, or heavy sun exposure, customers should also review the Drainage, Ventilation & Cupping Guide before choosing a fastening method.
Expand for Heritage Deck Framing recommendation
BWD recommends using Heritage Deck Framing under hardwood decking for optimal longevity and structural consistency.
A premium hardwood deck should be supported by framing that is appropriate for the value, weight, lifespan expectations, and performance demands of the decking above it.
Customers may also review the Heritage Framing Full Video and the Heritage Framing Pricing.
Expand for Spanish-language installation guides
Many of BWD’s installation resources are also available in Spanish.

Returns, Restocking, Custom Milling & Non-Returnable Materials

Return Eligibility and Custom Material Policy

Written Authorization Required
Custom Material Final Sale
BWD understands that project plans sometimes change. As a family-owned business with a long-standing record of customer service, we do our best to work with customers to find fair and reasonable solutions whenever possible.
That said, all returns must follow BWD return requirements.
  • Return window: Returns must be made within thirty (30) days of delivery.
  • Condition: Materials must be in saleable condition.
  • Restocking fee: Approved returns are subject to a 15% restocking fee.
  • Authorization: Customers must obtain written authorization from BWD before returning any materials.
  • Unauthorized returns: Unauthorized returns will not be accepted or credited.
Can shipped or delivered hardwood boards be returned?
In many cases, no. Due to the length, weight, and freight costs associated with hardwood lumber, returning delivered material is often impractical or cost-prohibitive.
For this reason, BWD strongly encourages customers to request pre-shipment photos before materials leave our facility. These photos can help confirm board appearance, color variation, and general material expectations prior to shipping.
This is standard throughout the hardwood lumber industry and is not unique to BWD. Once hardwood materials have been shipped, freight charges are typically non-refundable, and return shipping costs can exceed the value of the material itself.
Can boards be returned or replaced because of color or grain variation?
No. Natural color variation, grain variation, texture variation, and board-to-board appearance differences are expected characteristics of genuine hardwood lumber and are not considered defects.
BWD does not replace or accept returns based solely on natural variation in color, grain pattern, figure, tone, or general appearance characteristics.
Customers concerned about appearance expectations are strongly encouraged to request pre-shipment photos before materials leave our facility. These photos can help align expectations before shipment.
However, customers should understand that pre-shipment photos are intended as a general transparency and expectation-alignment tool. It is not practical to photograph every individual board or every possible natural characteristic within a shipment.
Any appearance-related questions or concerns should be discussed directly with the BWD sales representative before shipment is finalized.
Expand for custom-milled material policy
Milled or custom orders are final sale and not returnable.
  • Includes: Kerf-milled boards for hidden fasteners.
  • Includes: Bottom grooving or relief kerfs.
  • Includes: Tongue-and-groove milling.
  • Includes: RainScreen siding milling.
  • Includes: Ripping, modification, or any other custom milling made to the lumber.
Once material has been milled or modified for a specific customer order, it may no longer be suitable for standard resale. For this reason, milling begins only after payment has been finalized, and custom-milled material is considered final sale.
Expand for saleable condition and selective returns
Returned materials must be in saleable condition. Materials that have been installed, cut, altered, damaged, weathered, stained, oiled, exposed improperly, or otherwise changed may not qualify for return.
BWD does not permit customers to pick through crates or selectively return boards in an attempt to achieve a uniform color or grain pattern.

Full-Length Boards, Replacement Footage & Damage Limitations

How Board Replacement Is Handled

Linear Footage Based
Full-Length Caution
BWD is not responsible for full-length board replacement when only a portion of a board is damaged by shipping carriers or otherwise.
If a portion of a board is unusable, BWD’s responsibility is generally based on the affected linear footage, not necessarily the full board length.
  • Example: If a 20-foot board has 2 feet of qualifying damage, the affected footage is 2 feet.
  • Replacement approach: BWD may replace the unusable linear footage rather than the entire 20-foot board.
  • Practical limitation: Replacement material may need to ship in UPS-compatible lengths when possible.
  • Freight reality: Extremely long hardwood boards are often difficult or impractical to return through standard parcel methods.

Customers should also review https://www.bwdepot.com/ipe-deck-boards-full-vs-random-lengths/

Expand for practical replacement example
If a 20-foot board has a damaged end, forklift mark, freight blemish, or other qualifying issue affecting only several feet, BWD may provide replacement footage rather than replacing the entire 20-foot piece.
For example, if only a few feet of a 20-foot board are unusable, a shorter replacement board may be sent to account for the unusable linear footage.
This is a practical and industry-standard approach because many long hardwood boards cannot realistically be returned or replaced through normal parcel shipping channels.
Customers should also review our
Delivery Day Expectations & Freight Handling Guide and our
Shipping & Crating Video for additional shipment-handling information.
Expand for why full-length-only packages can create problems
BWD does not generally recommend using only full-length boards, especially for out-of-state shipments.
Even minor edge or end blemishes can occur during transit. When every board is a full-length board, even small damage can create unnecessary frustration, waste, or layout complications.
Longer boards are also:
  • Heavier and more difficult to unload
  • Harder to manipulate during installation
  • More susceptible to handling damage during freight movement
  • More difficult to replace if partially damaged
  • More demanding on framing consistency and fastening alignment
Customers considering long-length-only packages should also review:
Expand for why mixed-length packages are often recommended
Mixed-length packages are often the most practical and installer-friendly option for large hardwood projects.
  • Mixed lengths: Usually more practical.
  • Mixed lengths: More flexible for layout and trimming.
  • Mixed lengths: Often more cost-effective.
  • Mixed lengths: Reduce the impact of minor end blemishes or field trimming.
  • Mixed lengths: Usually provide better overall freight efficiency.
  • Mixed lengths: Allow installers to optimize layout and waste management during installation.
Customers planning premium hardwood layouts may also benefit from reviewing:
Expand for practical expectations regarding hardwood freight
Hardwood lumber is extremely dense, heavy, and difficult to ship compared to many other building materials.
Although BWD uses robust crating, careful packaging, and shipment planning, minor freight-related blemishes can occasionally occur during transportation.
Customers should understand that:
  • Long hardwood boards are difficult to handle through freight systems.
  • Minor edge wear or handling marks can occur during shipment.
  • Crating greatly reduces risk but cannot eliminate all freight-related handling conditions.
  • Most hardwood shipments travel through multiple terminals, forklifts, and transfer points before delivery.
Customers should review our:

Pre-Shipment Photos & BWD Transparency Standards

Available Upon Request Before Shipment

Transparency
Rare Industry Practice
Brazilian Wood Depot is one of the very few hardwood suppliers willing and prepared to send photos of actual customer material before it leaves our facility.
Pre-shipment photo review is available upon request. This optional review gives customers an opportunity to see actual order material before final crating and shipment.
  • Available after order placement: Photos can be taken once material is being pulled.
  • Before shipment: Photos may be reviewed before crates are finalized and freight pickup is scheduled.
  • Purpose: Align expectations before material enters transit.
  • Benefit: Discuss questionable characteristics before shipment, not after delivery.
Expand for the pre-shipment photo process
Once the order is placed and payment is completed, BWD begins pulling the material.
As the boards are being pulled, photos may be taken of the actual material selected for the customer’s order.
These photos may show board appearance, length mix, color variation, bundle layout, and natural hardwood characteristics.
Customers can review the photos before the material is fully crated and released for shipment.
This gives BWD and the customer an opportunity to confirm expectations before freight pickup.
Expand for why this matters
This level of pre-shipment transparency is extremely uncommon in the hardwood industry.
It allows BWD to create a smoother experience and gives customers another level of comfort before shipment.
  • Better alignment: Expectations can be discussed before shipment.
  • Better documentation: Photos help document what was prepared.
  • Better communication: Questions can be answered before material enters transit.
  • Better confidence: Customers can see real material, not just product-page examples.

Communication, Support & Purchase Policy Acknowledgment

Support Before, During and After Your Order

Support
BWD Team
Brazilian Wood Depot is a family-owned company dedicated to transparency, education, and exceptional customer service.
We take pride in being available and responsive throughout every stage of your project — from quoting and shipping to installation support and care guidance.
  • Email: info@bwdepot.com
  • Phone: 770-830-4716
  • Text: 678-678-7875
  • Business hours: Monday-Friday, 7:00 AM to 3:00 PM Eastern Time
Messages received outside of business hours will be addressed on the next business day.
Expand for policy acknowledgment
By placing an order with Brazilian Wood Depot, the customer acknowledges and agrees to the terms outlined in this Purchase Policy.
BWD sincerely appreciates your business and looks forward to providing high-quality hardwood products, clear communication, and an excellent customer experience.

Purchase Policy FAQ

Common Questions About Brazilian Wood Depot Purchase Policies

FAQ
Quick Answers
Below are quick answers to common purchase-policy questions. Each answer includes links to the related purchase-policy section above, along with additional BWD resources for deeper explanation.
Do I need to unload my delivery?
Yes. Unless expressly stated otherwise in writing, customers are responsible for unloading deliveries.
See:
Shipping & Delivery,
Delivery Day Expectations, and
BWD Shipping Information.
Can shipped or delivered hardwood boards be returned?
In many cases, no. Due to the length, weight, and freight costs associated with hardwood lumber, returning delivered material is often impractical or cost-prohibitive.
Customers are strongly encouraged to request pre-shipment photos before materials leave our facility in order to help align expectations before shipment.
Once hardwood materials have shipped, freight charges are typically non-refundable, and return shipping costs may exceed the value of the material itself.
See:
Returns, Restocking & Custom Milling and
Pre-Shipment Photos & Transparency Standards.
Can boards be returned or replaced because of color or grain variation?
No. Natural color variation, grain variation, texture variation, figure, and board-to-board appearance differences are expected characteristics of genuine hardwood lumber and are not considered defects.
BWD does not replace or accept returns based solely on natural variation in color, grain pattern, tone, or general appearance characteristics.
Customers concerned about appearance expectations are strongly encouraged to request pre-shipment photos before materials leave our facility.
However, customers should understand that pre-shipment photos are intended as a general transparency and expectation-alignment tool. It is not practical to photograph every individual board or every natural characteristic within a shipment.
Any appearance-related questions or concerns should be discussed directly with the BWD sales representative before shipment is finalized.
See:
Natural Hardwood Appearance & Grade Expectations,
Returns, Restocking & Custom Milling, and
Pre-Shipment Photos & Transparency Standards.
Can the driver unload the material for me?
Usually no. Drivers are generally not responsible for unloading hardwood materials unless unloading service is specifically arranged in writing beforehand.
See:
Shipping & Delivery,
LTL Freight Guide, and
Hotshot Delivery Guide.
What is the difference between LTL freight and hotshot delivery?
LTL freight is usually more economical, but timing is less precise and unloading access is typically limited to the rear of the truck. Hotshot delivery is generally faster, more direct, and easier to unload, but it costs substantially more.
See:
Shipping & Delivery,
LTL Freight Shipping,
Hotshot Delivery, and
Estimated Shipping Timelines.
Should I inspect the material when it arrives?
Yes. Customers should inspect all crates, quantities, and visible material condition before signing the Bill of Lading or delivery receipt.
See:
Delivery Inspection & Claims and
Delivery Day Expectations.
Should I refuse delivery if I see damage?
Usually no. The proper process is typically to accept delivery, note visible damage clearly on the Bill of Lading, take photos, and contact BWD immediately.
See:
Delivery Inspection & Claims and
Shipping Information Center.
Are color and grain differences considered defects?
No. Hardwood is a natural product, so color variation, grain variation, texture differences, and tonal shifts are normal and expected.
See:
Natural Hardwood Appearance & Grade Expectations,
Hardwood Weathering Video, and
Hardwood Decking Gallery.
Does premium grade mean every board is perfectly flawless?
No. Premium-grade hardwood is high-quality, sound exterior decking material, but hardwood is still a natural product. Small pin holes, slight mill chatter, reverse grain, and other natural characteristics may still occur within premium grade.
See:
Natural Hardwood Appearance & Grade Expectations and
Ipe Certified Course.
What does “sweep” mean in hardwood boards?
Sweep means side-to-side curvature along the length of a board. A practical way to visualize sweep is to stand the board on edge on a flat surface. If it arches like a shallow rainbow, the gap at the center represents the amount of sweep.
See:
Straightness, Sweep, Bow & Wood Movement.
What is the difference between sweep, bow, cup, and twist?
Sweep is side-to-side curvature. Bow is upward or downward curvature along the face of the board. Cup is edge lift across the width of the board. Twist occurs when corners rotate out of plane.
See:
Straightness, Sweep, Bow & Wood Movement and
Cupping in Hardwood Video.
Why can 5/4×6 hardwood decking be harder to install than 1×6?
5/4×6 boards are thicker, heavier, and more rigid. Even when perfectly acceptable, they can be significantly harder to manipulate during installation, especially in longer lengths.
See:
Straightness & Natural Wood Movement and
Why 1×6 Is Often Better Than 5/4×6.
Does kiln-dried hardwood still move?
Yes. Kiln drying improves stability and consistency, but hardwood remains a natural exterior product and will continue responding to moisture, sunlight, ventilation, and environmental conditions.
See:
Straightness & Natural Wood Movement.
What causes cupping in hardwood decking?
Cupping is usually caused by unequal moisture conditions between the top and bottom of the board. Poor airflow, trapped moisture, low-clearance framing, drainage systems, snow exposure, or shaded environments can all contribute.
See:
Ventilation, Drainage & Bottom Kerfs,
Drainage & Cupping Guide, and
Cupping Video.
Do bottom kerfs prevent cupping?
Bottom kerfs may help reduce stress and movement in certain conditions, but they are not a cure-all. Proper ventilation, drainage, framing design, fastening, and airflow are still the most important factors.
See:
Ventilation, Drainage & Bottom Kerfs and
Drainage & Cupping Guide.
What fastening system should I use?
The best fastening method depends on the species, profile, airflow conditions, exposure level, and desired appearance.
See:
Installation & Fastening Considerations,
Deck Fasteners Overview,
Deck Fastening Video, and
Scoring Hardwoods Video.
Are custom-milled boards returnable?
No. Custom-milled materials are final sale and non-returnable.
See:
Returns, Restocking & Custom Milling.
If part of a long board is damaged, will BWD replace the full board?
Not necessarily. Replacement responsibility is generally based on the affected linear footage, not automatically the full board length.
See:
Replacement Footage & Damage Limitations.
Why doesn’t BWD recommend all full-length boards for every project?
All-long-length packages are harder to ship, unload, install, and replace if partially damaged. Mixed lengths are often more practical, more cost-effective, and easier to work with.
See:
Full-Length Boards & Replacement Footage and
Full-Length vs Random-Length Deck Boards.
Can BWD send photos before material ships?
Yes. BWD can provide photos of actual customer material after the order is placed and while materials are being pulled, but before shipment leaves the facility.
See:
Pre-Shipment Photos & Transparency Standards,
Recent Orders & Shipment Examples, and
Why Choose Brazilian Wood Depot.
Does the final invoice override earlier emails or conversations?
Yes. The finalized invoice represents the binding sales agreement and supersedes prior drafts, emails, texts, estimates, or verbal conversations.
See:
Quotes, Pricing & Final Invoice Terms.
How long are quotes valid?
Quotes are generally valid for seven (7) days unless extended in writing by BWD.
See:
Quotes, Pricing & Final Invoice Terms and
Price & Availability Sheet.
Do installation practices affect long-term performance?
Absolutely. Proper installation, ventilation, fastening, framing, acclimation, drainage, and maintenance all significantly affect long-term hardwood performance.
See:
Installation & Fastening Considerations,
Ventilation & Drainage,
Installation Guides Hub, and
Decking Wizard.