Policies
Returns & Cancellations
Every IC WOOD log is built to order. Here is what to expect if your plans change or a problem arises.
All Logs Are Made to Order
IC WOOD hollow logs are custom-manufactured using our patented mechanical hollowing process. Because each log is bored, cut, and prepared to your specification after order placement, we are unable to accept returns on completed products. Our policy is designed to be fair to both parties given the nature of made-to-order LTL freight manufacturing.
24-Hour Cancellation Window
Orders may be cancelled at no charge within 24 hours of placement. Contact us immediately by phone or email with your order number. Cancellations received after 24 hours are subject to a materials and production fee.
Late Cancellation Fee
Cancellations received after the 24-hour window are subject to a fee of up to 25% of the order total, depending on how far into production your log has progressed. Once a log has been bored and cut to your specification, the fee applies in full.
Custom & Large-Diameter Orders
Orders for the Forest Giant (60") and any custom-specification logs are non-cancellable after 24 hours without exception. These logs are sourced and milled to order and cannot be restocked.
Freight Damage
If your log arrives with visible freight damage, note it on the delivery receipt before the driver leaves — this is essential for filing a claim. Photograph the damage and contact us within 48 hours of delivery. IC WOOD will file the freight claim and arrange a replacement or credit at no cost to you.
Defective Product
Any structural defect resulting from our hollowing process — including bore inconsistency, wall failure, or material defect — will be remedied by replacement or full credit. Contact us with photos and your order number and we will resolve it promptly.
No Returns on Installed or Modified Logs
Logs that have been installed, sealed, coated, cut, or otherwise modified after delivery are not eligible for return or credit. We recommend inspecting your log thoroughly upon delivery before any installation work begins.
Quick Reference
| Situation | Outcome |
|---|---|
| Cancel within 24 hours of order | Full refund — no fee |
| Cancel after 24 hours (pre-production) | Up to 15% materials fee |
| Cancel after 24 hours (in production) | Up to 25% production fee |
| Custom / Forest Giant cancellation after 24 hrs | Non-refundable |
| Freight damage noted on delivery receipt | IC WOOD files claim — replacement or credit |
| Structural defect from hollowing process | Replacement or full credit |
| Installed, sealed, or modified log | Not eligible for return or credit |
Need to Cancel or Report an Issue?
Contact us as soon as possible with your order number. For cancellations, the 24-hour clock starts at the time your order confirmation email is sent.