Shipping & Return Policy

Shipping & Return Policy

At BGW Building Supply, we are committed to delivering high-quality building materials with care and precision. Our shipping and return policies are designed for transparency, fairness, and peace of mind for contractors and professionals.

Shipping Policy

All orders are shipped directly from our warehouse in Ontario, California. Our contractor-focused model allows us to offer flat-rate shipping across the continental United States.

  • Processing Time: Orders typically ship within 2–3 business days.

  • Damage Reporting: All shipping damage must be reported within 48 hours of delivery and prior to installation. Damage reported after installation may not be eligible for warranty coverage.

  • Shipping Promotions: If your order includes “Free” or “Flat Rate” shipping, this applies to delivery only. Return shipping fees still apply for canceled or returned orders.

Returns

We strive to ensure all products arrive in excellent condition. Returns are accepted within 48 hours of delivery for non-custom items under these conditions:

  • Return Authorization Required: Contact kevin@bgwdoors.com to obtain a Return Authorization before sending any item back.

  • Items must be unused, in original condition, and include all parts and packaging.

  • A 20% restocking fee applies to doors, flooring, cabinets, and other building materials.

  • Return shipping is the customer’s responsibility.

  • Original shipping charges are non-refundable unless the item was defective or damaged.

  • Any item that has been installed, modified, stained, or altered is not eligible for return.

  • Shipment refusals are treated as standard returns and subject to all return fees.

Custom Orders

Custom orders—including modified stock items—are non-refundable and non-cancellable once payment is made. These items are made to order for your project specifications.

  • All sales on custom items are final.

  • Cancellations after production begins will result in full order charges.

Cancellations

Non-custom orders may be canceled before the shipping prep stage.

  • A minimum 10% cancellation fee applies to all canceled orders.

  • Additional fees may apply based on work completed or materials sourced at the time of cancellation.

Refunds

  • Refunds are typically processed within 3–5 business days after the returned item is received and inspected.

  • Allow up to 4 weeks for return shipping, inspection, and bank processing.

  • Refunds are issued to the original payment method, unless in-store credit is requested.

  • A confirmation email will be sent once the return is processed and refunded.

Need Help?

For questions about shipping, returns, or to request a Return Authorization, contact our Customer Service team:

📞 (909) 789-1818
📧 kevin@bgwdoors.com