PDH Company Policies

PAYMENT AND CREDIT TERMS

  • PDH accepts payments via cash, EFT, ACH, wire, certified funds, store credit, and all major credit cards.
  • All customers are cash-on-delivery (COD) until they are approved for a terms account.
  • When applying for credit, forms must be filled out to completion and PDH reserves the right to use various credit reporting agencies to verify and extend credit.
  • When applying for credit terms, PDH reserves the right to request an individual personal guarantee of the business owner, not the business.
  • To apply for credit terms, please visit our website at www.palodurohardwoods.com, click on contact and click the link at the bottom of the page to fill out our credit application.
  • Discounts are available for terms customers only.
  • Standard credit terms are NET 30 days with the option as follows:
    • 1% discount is available if payment is received within 15 days via check or cash. Full payment is required to be postdated and mailed prior to 15 days.
    • 2% discount is available if payment is received within 10 days via wire.
      • If you choose not to receive the discount, your payment is due in full net 30 days from the invoice date via check, credit card, wire, ACH, EFT or cash.
    • Customer agrees that if in the event that any account is not paid when due and legal action is commenced for the purpose of recovery, the prevailing party shall be entitled to collection costs and/or reasonable attorney fees and court costs, including any cost of appeal.
    • The delinquency charge shall be computed at a rate of 18% per annum, or the highest rate of interest allowed by applicable law at time of legal action.
    • Parties hereby agree that if any suit or action is brought to enforce any part of terms herein, venue of said suit shall be in Denver County, Denver, Colorado USA.

If you have questions, please contact the finance department at (303) 375-0280.

SPECIAL ORDERS

  • All special orders require customers to fill out and sign a form specifying product, amount, and agreement to terms.
  • All special orders require a 50% deposit at the time of the special order being submitted for all customers. PDH will only send the order to the manufacturer upon receiving the signed form and payments.
  • There are no cancellations of special orders once they are in process with the vendor.
  • The remaining balance of the order is due upon the arrival of the materials at Palo Duro Hardwoods.
    • If we do not receive the balance due upon notification of your order’s completion, PDH will charge a weekly storage fee effective immediately. This fee will be assessed at $100 per week at PDH’s discretion. Storage fees must be paid before delivery.
  • Actual quantity received on certain specialty items may vary slightly from amount ordered. Overruns of custom flooring and trim is normal. Customer is responsible for up to 5% overage.
  • PDH will do everything within its power to accurately estimate lead times, however they cannot be guaranteed due to circumstances beyond our control, including mill or freight delays.
  • There are no returns on special orders.

HOLDING MATERIALS

  • Only special orders can be held at PDH. There are no holds on stocking materials. All stocking materials are sold on a first come, first serve basis.
    • Special orders will be held for a four-week period ONLY if it is paid in full. After the four-week period, there will be a holding charge of $100 per week. Materials for orders that are not paid in full cannot be held at Palo Duro Hardwoods.

WILL CALL

  • For large orders, PDH encourages customer to call ahead to schedule will-call pickups to ensure a speedy and efficient loading process.
  • Material must be inspected and signed off on at time of pick up.
  • Customer is responsible for the loading and securing of merchandise. PDH is not responsible for damages incurred during loading of materials.
  • If machinery is used to load, customer must stay minimum of 10’ away to protect themselves from harm. PDH is not liable for injuries due to close proximity of machinery.
  • During inclement weather, please come prepared with tarps or with a covered vehicle.
  • PDH is not responsible for damages to vehicles or materials that occur during transportation.

DELIVERIES

  • Orders pending delivery may be canceled 48 hours before the scheduled delivery date. If they are canceled after or between the 48-hour window, there will a $150 cancellation fee. This policy is put in place to ensure accuracy and efficiency for our drivers and operations.
  • Delivery fees depend on quantities delivered, time spent at location unloading, distance of delivery, and delivery circumstances. All of this is to be determined and signed off on in advance.
    • Denver: $75 minimum, $.10 per foot after 1,000SF
    • North: $85 minimum, $.10 per foot after 1,000SF
    • South: $85 minimum, $.10 per foot after 1,000SF
    • Mountain: $150 minimum, $.10 per foot after 1,000SF
    • Warehouse Forklift Unload: Denver- $25, North/South- $60
  • Phone call will be placed to the customer the day before delivery.
  • Customer must be present at time of delivery. If not, customer must have a valid representative capable of to sign off and confirm the delivery as is. Once signed, they have accepted the materials.
  • Customer must visually inspect condition and amount of product upon delivery. If there are damaged materials, they must be noted prior to driver leaving.
  • Standard residential deliveries are only delivered to one room on the first floor of the job site. First floor deliveries must have clear and open access via a plowed driveway or walkway and safe driving conditions within 100 feet of a main access door.
  • Deliveries involving stairs must be discussed between Palo Duro and customer prior to delivery and will have an additional cost of $.12/SF of all materials taken up or down stairs. Please note that if delivery personnel have to go up or down more than five stairs from the exterior of the property, it will be construed as a stair delivery. If this is the case, additional stairs inside the property must still be discussed prior, but will not incur additional stair fees. If going up or down stairs, it must be a safe, straight staircase where delivery personnel have safe and easy access or else we will leave on the main level. Must have clear, direct path that doesn’t endanger drivers or property.
  • Deliveries to apartments, condos, high-rise or commercial properties need to be specified prior to delivery. Logistics and additional costs must be signed off in advance.
  • If delivery is to a construction site, drivers must be notified in advance so they have proper safety attire.
  • If conditions are not safe for delivery, there will be a re-delivery fee on top of initial fee.
  • Under no circumstances will we leave materials outside or in a garage without prior written approval. Materials must be placed in a secure, climate-controlled environment. Customer may request garage deliveries to be signed off on in advance, but PDH will not accept any returns on these products and is not responsible for stolen or missing materials.
  • PDH is not liable for project or labor costs accrued due to delivery delays.
  • PDH is not liable for any damages on jobsites.
  • There is a $25 charge for all LTL shipments that use PDH pallets.

REFUNDS, RETURNS, AND EXCHANGES

  • PDH understands the importance of choosing the right product. If you are not satisfied with your purchase, simply return the product to PDH in the original manufacturer’s packaging within 30 days of the invoice date. Exclusions to certain products may apply. All special orders are excluded from returns, refunds, and exchanges.
  • Upon a return, refunds will be submitted depending on the payment method at the time of the original purchase.
    • For terms customers, a credit will be applied on the account for future orders.
    • Cash purchases will be refunded to the customer by cash immediately upon returning the product.
    • Credit card purchases will be refunded back to the card that was used at the time of purchase upon returning the product. Please note that it may take 7-10 business days for the refund to appear back on your credit card.
    • If terms customers are requesting a check for an existing credit on the account, a check may be issued if existing credit is 90 days old and there are no open orders on the account.
    • Store credit may be obtained upon returning the product to PDH if you wish to not receive a refund in the same form of payment that was used at the time of sale.
    • Refunds will reflect the restocking fee.
  • Due to freezing, finishes, stain, moisture barriers, and adhesives cannot be returned between November and April. If a freeze occurs outside of this time frame, PDH reserves the right to refuse the return.
  • Finishes, stains, and adhesives purchased between November and April cannot be returned at any time.
  • Wood flooring is subject to a moisture test upon return. If product is outside of range, PDH reserves the right to refuse the return.
  • Returns are not permitted on open boxes, special orders, or clearance products.
  • Shipping costs for the return or exchange are the responsibility of customer.
  • Returns are subject to a 15% restocking fee.
  • Once a product has been installed, it cannot be returned. PDH is not responsible for product defect or damage, property damage, or lost labor costs due to faulty installation. Claims for damage or shortages must be made upon receipt of product. Thoroughly inspect all products before installation as use will constitute acceptance. Installed flooring is considered the property of the owner/installer and cannot be exchanged or returned for any reason

CLAIMS

  • If a manufacturing defect is suspected, a claim will be initiated.
  • A formal complaint must be submitted in writing and signed by customer and PDH representative.
  • Types of complaints include but are not limited to:
    • Floor failure (delamination)
    • Finish failure (white lines, orange peel look, etc.)
    • Color difference from display to product
    • Mis-milling
  • Any claims on products within 90 days of delivery can be directed to PDH. After 90 days, PDH will be of assistance with connecting you to the manufacturer.
  • Warranties on product: for product failure, we will facilitate the initial communication with the manufacturer, but final say is on the manufacturer and/or NWFA-certified inspector.
  • Claims within 90 days of delivery are to be discussed between the customer and PDH. It is the responsibility of the customer to be the point of contact to the end consumer.
  • If you have a claim on a floor that you purchased from PDH, that is no longer a partner of PDH, you must contact the manufacturer directly to proceed with your claim.