Our Commitment to You
At Arbor Shop, we engineer our hardware to withstand the toughest job site conditions. We stand behind our products with the same durability and integrity that defines them. Our shipping and returns processes are built to be as straightforward and reliable as our tools—designed for builders, contractors, and serious DIYers who value clarity and efficiency.
No fine print. No unnecessary complications. Just the precision and reliability you expect from professional-grade tools.
Shipping Information
We process and ship orders with the same efficiency we apply to engineering our products. Here’s what you need to know:
Order Processing Time
All orders are processed within 1-2 business days (excluding weekends and holidays). You will receive a confirmation email with tracking information once your order ships.
Shipping Methods & Timeframes
We offer two shipping options to meet your needs:
| Shipping Method | Carrier | Cost | Delivery Time | Best For |
|---|---|---|---|---|
| Standard Shipping | DHL or FedEx | $12.95 | 10-15 business days after shipment | Faster delivery to most global destinations |
| Free Shipping | EMS | FREE on orders over $50 | 15-25 business days after shipment | Cost-effective delivery for larger orders |
Note: We ship worldwide except to certain Asian countries and remote regions. Shipping times are estimates and may vary based on destination, customs processing, and carrier schedules.
International Shipping & Customs
For international orders, customers are responsible for any applicable customs duties, taxes, or import fees. These charges are not included in the product price or shipping cost and will be collected by the carrier upon delivery. We cannot estimate these fees as they vary by country.
Returns & Exchanges Policy
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.
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
- Refunds: Issued to original payment method within 5-10 business days of receiving the return
Eligibility & Conditions
To be eligible for a return or exchange, your item must meet these criteria:
- Timeframe: Return request must be made within 15 calendar days of delivery
- Condition: Item must be in original, saleable condition: unused, unassembled, undamaged
- Packaging: All original boxes, foam inserts, and protective materials must be present
- Accessories: All manuals, tags, and accessories must be included
- Proof of Purchase: Order number or invoice is required
Non-Returnable Items
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: Hardware or tooling customized to your 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 with broken protective seals)
- Clearance or “Final Sale” Items: Any product explicitly marked as “Final Sale” on the product page or invoice
Important: Returns that don’t meet eligibility conditions may be refused or subject to a restocking fee of up to 20%.
Step-by-Step Return/Exchange Process
Within 15 days of delivery, send a return/exchange request email to [email protected] with the subject line: “Return Request: Order #[Your Order Number]”. Use the template provided below.
Our US-based support team will review your request within one business day. We’ll email you a Return Merchandise Authorization (RMA) number and detailed instructions, including our secure return address in Oklahoma City, US.
Securely repack the item in its original packaging with all components. Include a copy of your RMA email inside the box. Ship using a trackable carrier service (we recommend DHL, FedEx, or EMS).
Once we receive and inspect the returned item (typically within 3-5 business days of arrival), we’ll notify you via email about the status of your refund or exchange.
Return Shipping Costs
- Our error (wrong item, defective product): We provide a prepaid return shipping label
- Customer’s choice (change of mind, incorrect order): Customer pays return shipping costs
- Original outbound shipping fees are non-refundable for returns not caused by our error
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.
Exchanges
Need a different size or model? We recommend this efficient path:
- Follow the standard return process to return the original item for a refund
- 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.
Return/Exchange Request Email Template
To ensure we get all necessary information quickly, please use this template when contacting us:
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]
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 shipping, 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.