At Arbor Shop, we engineer our hardware to meet the rigorous demands of the jobsite. We stand behind our products with the same durability and integrity that defines them. If an item doesn’t meet your expectations for quality or performance, our returns and exchanges process is built to be as straightforward and reliable as our tools.

This policy is designed for builders, contractors, and serious DIYers who value clarity and efficiency—no fine print, no unnecessary complications.

Key Policy Summary:

  • Return Window: 15 days from the date of delivery.
  • Condition: Items must be unused, in original packaging, with all tags and accessories.
  • Process: Initiate a return via email using our template below.
  • Refunds: Issued to the original payment method within 5-10 business days of receiving the return.
  • Non-Returnable Items: See Section 5 for specific product categories.

1. Our Returns Philosophy

We believe in getting it right the first time. But if we don’t, we’ll make it right. Our returns process mirrors our company values: precision, clarity, and unwavering commitment to your satisfaction. We handle returns with the same care we apply to packaging and shipping our products worldwide.

2. Eligibility & Conditions

To be eligible for a return or exchange, your item must meet the following criteria:

  • Timeframe: You must request a return within 15 calendar days of the delivery date.
  • Condition: The item must be in its original, saleable condition: unused, unassembled, undamaged, and with all original protective packaging, manuals, and accessories included.
  • Packaging: All original boxes, foam inserts, and protective materials must be present and used for the return shipment.
  • Proof of Purchase: Your order number or invoice is required.

Note on Shipping Damage: If your order arrived damaged, please contact us immediately at [email protected] with photos of the product and packaging. We will arrange a replacement or refund promptly—no return required for damaged goods.

3. Step-by-Step Return/Exchange Process

Follow these clear, builder-focused steps:

  1. Initiate Your Request: Within 15 days of delivery, send us a return/exchange request email using the template provided in Section 4 below. Send it to [email protected] with the subject line: “Return Request: Order #[Your Order Number]”.
  2. Receive Authorization & Instructions: Our US-based support team will review your request within one business day. We will email you a Return Merchandise Authorization (RMA) number and detailed instructions, including the secure return address in Oklahoma City, US.
  3. Pack & Ship: Securely repack the item in its original packaging, including all components. Include a copy of your RMA email inside the box. Ship the package using a trackable carrier service (we recommend DHL, FedEx, or EMS).
  4. Return Shipping Costs:
    • For returns due to our error (wrong item, defective product): We will provide a prepaid return shipping label.
    • For returns due to change of mind or incorrect order by customer: You are responsible for the return shipping costs. The original outbound shipping fee (if any) is non-refundable.
  5. Inspection & Processing: Once we receive and inspect the returned item (typically within 3-5 business days of arrival), we will notify you via email about the status of your refund or exchange.

4. Return/Exchange Request Email Template

To ensure we get all necessary information quickly, please use this template when contacting us. Copy, paste, and fill in the details.

Subject: Return Request: Order #[Insert Your Order Number] To the Arbor Shop Team, I am requesting a return/exchange for my recent order. Order Number: [Insert Your Order Number] Product Name(s) & SKU(s): [e.g., Arbor Heavy-Duty Flooring Cutter – SKU: ARB-FC202] Reason for Return/Exchange: [e.g., Incorrect product received / Product defect / Change of mind / Size exchange] Desired Action: [Refund / Exchange for (specify product and variant if exchanging)] I confirm that the item(s) are unused, in original condition, and include all original packaging and accessories. My contact information for coordination: Full Name: [Your Full Name] Email: [Your Email Address] Phone: [Your Phone Number – Optional but helpful for shipping coordination] I have read and agree to the terms of the Arbor Shop Returns & Exchanges Policy. Sincerely, [Your Name]

5. Non-Returnable Items & Exceptions

To maintain safety, hygiene, and compliance, the following items are final sale and cannot be returned or exchanged unless they arrive defective or damaged:

  • Custom-Ordered or Made-to-Measure Products: Any hardware or tooling customized to your specific specifications (e.g., cut-to-length materials, engraved tools).
  • Opened Safety-Critical Consumables: Items where hygiene or integrity is paramount once packaging is opened (e.g., specific adhesives, sealants, or blades where the protective seal is broken).
  • Clearance or “Final Sale” Items: Any product explicitly marked as “Final Sale” on the product page or invoice.

Important: Returns that do not meet our eligibility conditions (e.g., used, damaged by customer, missing parts, or sent without an RMA) may be refused. In such cases, the package will be returned to you at your expense, or a restocking fee of up to 20% may be applied if we accept the return.

6. Refunds: Timing & Method

We process refunds with the same efficiency we apply to order fulfillment.

  • Timing: After we receive and approve your return, your refund will be processed to your original payment method within 5-10 business days. Please note that it may take additional time for your bank or credit card company to post the refund to your account.
  • Method: Refunds are issued via the original payment method:
    • Credit/Debit Card (Visa, MasterCard, JCB): Refunded directly to the card used.
      • PayPal: Refunded to your PayPal account.
  • Deductions: Original shipping charges are non-refundable for returns not caused by our error. Any import duties or taxes you paid are generally non-refundable by us; you may need to consult your local customs authority for recovery.

    • 7. Exchanges

    Need a different size or model? We recommend the following efficient path:

    1. Follow the standard return process to return the original item for a refund.
    2. Place a new order for the desired item on our website, arborfloor.com. This ensures you secure inventory and receive the fastest possible shipping.

    If the item you wish to exchange for is of higher value, you will only be charged the difference.

    Questions or Need Help?

    Our US-based support team is built to handle your inquiries with precision and care. Contact us for any issues related to returns, exchanges, or damaged shipments.

    Arbor Shop
    Attn: Returns Department
    4725 Royal Oak Dr, Oklahoma City, US 73135
    Email: [email protected]

    We aim to respond to all inquiries within one business day.

    Arbor Shop. Returns handled with the same reliability as our hardware.
    Built for those who build with confidence.

    © 2024 Arbor Shop. All rights reserved. | arborfloor.com