Before making a purchase, we encourage you to read through the following policies and procedures:
If you still have any questions, concerns or problems, please feel free to contact us for additional information.
Free Shipping Policy
All shipments within the contiguous USA are included unless otherwise noted in the product listing page. Generally, orders placed with us will leave our warehouse within 1-5 business days. Occasionally, due to unforeseen circumstances, an order will take up to 2 weeks or longer to ship. If this happens we will be sure to contact you and let you know when your item will ship. Although your item may ship out immediately it may take longer than that to receive your tracking number. Tracking numbers will be sent to you via email as soon as that information becomes available to us. We reserve the right to use any carrier. If you live in an area that is considered “remote” or its considered outside of our shipping area then we will let you know your options if any. If you are not sure you’re inside our shipping area please call us to verify before you purchase, otherwise we will contact you with options if need be. Most of our shipments are shipped via curbside freight. You will also have the option for a lift gate delivery.
All of our prices include shipping to the lower 48 states only so there is no “guess work” on shipping charges. No need to add products to your cart then waiting to get to the end to calculate shipping costs to find out what you’re actually paying for the item. We make it easy and upfront. Same goes with taxes. No sales tax added everything is included!
Now for full disclosure reasons, just like everything else there are disclaimers and limitations. “Remote Area Surcharge”… or “Out of Area Surcharge”… For example if you live on an island (we don’t ship to most islands), remote location or a mountain top etc (you know who you are) then there may be extra costs involved if we can get it to you at all. This is rare as most of our orders have no trouble at all getting delivered with out the “Remote Area Surcharge” or canceling the order. If this happens you will be notified in advance and presented with options. “Out of Area Surcharge” – Some items may not be for sale in certain states due to extreme shipping costs, however we may reserve the right to give customers the opportunity to purchase these items with what we call a “Out of Area Surcharge”. If you do live remote please expect a good 2-3 weeks or more for delivery.
These deliveries will be made with a full size Semi-Truck ranging from 20 to 53 feet in length. The driver is only obligated to deliver curbside as long as he can turn around etc. Most drivers will deliver to accommodate you up your drive way if they can but it is up to the driver (learn more about curbside and lift gate delivery).
If you refuse delivery because you wanted your shipment in a certain spot where the driver can’t get to or for any reason other then damage, please note you will be charged for all freight costs. It’s best to work with the delivery drivers if you have a tight delivery situation, or better yet ask us before we ship your purchase.
Shipping is only free if you buy the product and take delivery and keep it. In the past we have had people wanting to cancel their order after we ship it to item. For example, we will get a call wanting to cancel the order after the order has shipped, and of course we tell them that is okay but you will have to pay the shipping costs since we already shipped it out to you. A response might be “but the shipping is free.” Unfortunately we are not in the business of shipping out crates around the country and paying for it and losing money. So again free shipping is only free if you buy the product and keep the product. If you have any questions at all please contact us or read our policies.
Shipments To Alaska, Hawaii, Canada, and US Territories
For the most part we do not ship to these locations. Please contact us to see if your item can be shipped to your area and any extra costs it may be.
Unfortunately, we do not offer international shipping at this time.
There is often confusion about how freight works and how lift gate deliveries work. Freight is used only when shipments are 120LBS or higher or over sized. I want to make sure that everyone understands how the freight shipments work. The standard shipping is basically called “curb-side delivery” and that is what we use on all our freight shipments.
The delivery company will contact you to schedule a delivery appointment for residential customers. Usually you will get a call a day or two ahead of time or at least be given a three to four hour window. The truck will normally pull up to the curb and if the truck does not have a lift gate, you would be responsible for getting the item off the back of the semi truck. A lift gate is just a hydraulic lift that is attached to the back of a truck that can lower freight to the ground.
That being said, sometimes the drivers will help but they are not obligated in any way to help. There is no guarantee that the truck will come with a lift gate unless you order a lift gate delivery for an additional charge. The charge for a guaranteed lift gate varies by product or manufacture. We have seen it as low as $25.00 and as high as $125.00.
These deliveries will be made with a full size Semi-Truck ranging from 20 to 53 feet in length. It WILL NOT be a box truck like a UPS or FedEx truck. We cannot request a certain length of truck for final delivery, so please assume it will be a long truck. The driver is only obligated to deliver curbside at the end of your driveway, it will be your responsibility from there.
Most drivers will deliver to accommodate you up your driveway if they can drive up and turn around but it is up to them to decide that. If you have a driveway or live on a road that is not accessible for a freight truck then you will need to meet the driver at the next nearest point.
We get the question all the time from people “how does the delivery company expect residential customers to get the freight off the truck?” The answer is: they expect you to pay for a lift gate delivery. One thing you don’t want to do is have a truck come out and try to deliver with out a lift gate and then not have a way to get it off the back of the truck. If you can’t get the freight off the truck then there will be a re-delivery fee on top of the full retail lift gate fee. Unfortunately the freight companies have us stuck between a rock and a hard place. Our recommendation is to just get the lift gate delivery unless you have a way to unload the freight. If the freight company shows up with a lift gate even though you did not order it, DO NOT use the lift gate service, even if the driver says its okay. They will bill you $100+ for the lift gate service even though you did not order it or need it.
We found a couple video’s below to help explain about what lift gate, curbside, and freight deliveries are about. If you have any questions at all about deliveries, its best to ask about them before you order.
*Please note: In some area’s freight companies may require lift gate delivery for liability reasons.
Before returning any product please e-mail for a return authorization. Items returned without a return authorization will be refused or subject to a restocking charge. Any item new or unused returned can be subject to up to a 25% restocking charge. Refunds will be issued upon the return of the item(s) to ensure all products and contents are included and evaluated. Used products may not be returnable and / or are subject to up to a 35% restocking charge. If you sign for a delivery and take delivery then you are responsible and accepting the condition of the shipment.
If there is damage during transit it must be noted on the bill of lading to be able to file a claim or refused. If you accept the shipment then you are accepting the condition of the item. Please refer to your individual manufacturer’s warranties and policies and contact them directly for any issue you may have.
Wood Splitters Direct is not responsible for items that need warranty work, this is the responsibility of the manufacturer and you must contact them directly for assistance. If you need help contacting the manufacturer, feel free to contact us.
All warranty issues you will deal directly with the manufactures of your log splitter. It is up to the manufacture how the warranty will be handled. It will be the customers responsibility for the transportation of your item to repair shops if needed. If you need assistance locating information to the individual manufactures please contact us.
If you refuse or want to return a shipment then you will be refunded minus any and all shipping costs involved and/or pay restocking charges, this includes any items that were listed as “free shipping” or “shipping included”. Free shipping does not apply to any order unless you pay, take delivery and keep the product(s).
Please find your specific situation from the list of scenarios below to learn how we handle that particular situation:
You decided to cancel your order: If the order hasn’t been shipped out yet, we can cancel the order and issue you a refund with no penalty. If you do not cancel the order until after it has already been shipped, your situation will be handled according to one of the situations below.
You received the product but the product is not working correctly, is missing parts, or is visibly damaged or deformed: If the item isn’t working correctly, and it does not appear to have been damaged during shipping, please see the paperwork that came in the original box for instructions on how to file a warranty claim with the manufacturer. The manufacturer is responsible for any manufacturing defects or deficiencies with its products. (If the item is damaged or defective due to shipping damages, please see below.)
You received an item that appears to have been damaged during shipping: If a package appears to have been damaged during shipping, the item is oftentimes still okay. If the packaging for your item appears to be damaged, be sure to keep all the original packaging until you’ve determined whether or not a shipping insurance claim needs to be submitted. If you sign for your item you must note any visible damage in the bill. If any of the original packaging is thrown away, we cannot file a shipping insurance claim. Discarding shipping materials or box contents waves your right to get your product replaced or repaired.
Before contacting us, please test the item’s functionality. If everything works okay, there is no reason to contact us or file a shipping damage claim. If your product is not working correctly due to the damages that occurred during shipping and you have kept the original shipping materials, please contact us so that we may submit a shipping insurance claim. Once we have confirmed that you still have the original shipping materials and that the item was damaged during shipping, and after we have officially filed the shipping insurance claim forms, we will send out new parts or a new product at no cost to you.
You’ve received the product but you’ve decided you want to return it:
If you receive an item and decide to return it, you can do so if and only if all of the following requirements are met:
- The item must be unopened, unused, and still in the original packaging. You must contact us to notify us that you’d like to return the item within 30 calendar days of receiving the item.
- You MUST contact us to get an RMA Number and or return instructions PRIOR to returning the item.
- If you return an item without all three of the above requirements being met, the item will be refused and come back to you and no refund will be issued. If you meet all three of the above requirements, your refund will be issued in the following manner:
- You will receive the full amount you originally paid for the returned item (less our actual cost for shipping and handling regardless of “free shipping”) as a store credit or refund.
- You are responsible for return shipping charges to return the product to us. Used products will be subject to a 35% restocking fee.
Want to change address after shipment has shipped:
If you would like to change the address after your item has shipped then there will be re-consignment fees from the shipping company, we will only charge you the actual re-consignment fees charged by the freight or shipping company.
If you cancel while shipment is in transit or refuse shipment:
If you refuse an item and it comes back to us, you will be issued a refund less a 15% restocking fee and our actual costs for all shipping and handling. If you want to cancel or change your order after you order ships then the customer will be responsible for any and all shipping costs to get the shipment back plus up to a 15% restocking fee. If the item is damaged during the shipping process, no refund will be issued until the shipping insurance claim process is complete. Once the shipping claim process is complete, you will be issued a refund in the amount we are reimbursed by the shipping company (minus the amount the shipping company charges us for the shipment to you and back to us). If the shipping company does not approve the claim, we are unable to provide a refund. If you have any questions about shipping and delivery please contact us.
Financing your log splitter purchase is easy!
We’ve partnered with Bread© to bring you a truly amazing financing offer: Buy now and pay later with low monthly payments for buyers who prequalify. To learn more or to see if you prequalify without committing to buy or affecting your credit score, visit this page and click on the ‘Check My Rate’ to activate the wizard pop-up. To use Bread© to finance your purchase simply add products to your cart and proceed through checkout, making sure to select Bread© as your payment method when you reach the payment method selection within checkout. At the end of the checkout process, Bread©‘s financing wizard will appear in a pop-up modal and you will be taken through the application process and given a decision in real-time. Please note that Bread© financing is not offered to citizens of the following states: ID, WV, and IA.
If you have problems with the Bread© pop-up modal, we recommend trying from a different device. If you are unable to get the pop-up modal to work, or if you are not able to complete the application process, you can contact Bread© directly with questions by phone at 844-992-7323 (between 8am & 5pm EST on non-holiday weekdays).
We Are Here To Help!
If you run into any problems with financing, please do not hesitate to contact us!
Although we do not offer a low price match guarantee, we compare our prices to our competitors’ prices on a regular basis to make sure we’re giving you the best price available online. But just in case we’ve overlooked something, please let us know: If you find the same product available for a better price on another web site, we’ll do our best to match the price.
To request a price match, please use the live chat icon in the lower-right corner of any page on our website, or use the contact us form to send us the following details:
- Your full name
- Your e-mail address
- Your phone number
- Name of the product you purchased or would like to purchase
- Competitor’s price (including shipping, processing, taxes, and all other fees)
- Web site address (URL) of the competitor’s product offering
Lowest Price Match Terms & Conditions
Competitor’s product must be the identical model from an authorized U.S. dealer. Specifically, the product must have the same U.S. manufacturer’s warranty, model number, contain the same components, and must be brand new (not refurbished). Competitor’s product must be in stock. We reserve the right to verify another online company’s product availability and price before issuing a price match or refund. We do not price-match on products listed on auction websites or member-only websites (such as sites that require a periodic membership fee). The Lowest Price Match does not apply to obvious pricing errors or clearance or close-out items (since they are one-of-a-kind and priced according to their condition). The Lowest Price Match applies to the total cost to purchase and deliver the item, including shipping, processing, handling, taxes, and other applicable fees. The Lowest Price Match applies to products offered online via e-commerce websites. It does not apply to private party sales or products sold at “brick-and-mortar” stores. We do not match any price with competitors on previously bought items. For example, if you bought an item from us today and a competitor has a lower price next week this would not fall under a price match. We reserve the right to refuse an order on which we would incur a loss. Furthermore, refunds are limited to the amount of gross profit we recognized on the sale (purchase price less our cost for the product).
Rest assured that your personal and credit card information is safe with us. We utilize a firewall and also protect all transactions using Secure Sockets Layer (or SSL, sometimes referred to as a secure certificate), which is an encryption technology that works with Netscape, Microsoft Internet Explorer, and AOL browsers. This ensures that only we can view your personal information.
You know how a lot of people are scared of flying, even though it’s statistically safer than driving? The same paradox exists for online credit card use versus traditional credit card use. Online purchases are statistically safer than using your credit card at a restaurant or department store. Technical experts state that online purchases are far safer than traditional credit card transactions because the information is immediately encrypted into a scrambled message that can only be decrypted by an authorized computer.
Under the Fair Credit Billing Act, your bank cannot hold you liable for more than $50.00 of fraudulent charges. If your bank does hold you liable for any of this $50.00, we will cover the liability for you up to $50.00. We will only cover this liability if the unauthorized use of your credit card resulted through no fault of your own from purchases made at our site while using the secure server. In the event of unauthorized use of your credit card, you must notify your credit card provider in accordance with its reporting guidelines and procedures.
In an effort to create a better user experience for visitors to this site, we may collect the following information:
- Contact information (including email address)
- Mailing address (for shipping)
- General demographic information (such as postcode)
- What pages of our site you visit & how long you stay on them
This information is never stored or shared with anyone else. If you place an order with us, we use information provided (such as name, address, phone number, email address, and credit card information) to process and ship your order, and may contact you regarding your order. If you sign up for our newsletter, we may use your email address to keep you up to date on sales and promotions we have coming up. You can opt out of these updates at any time. We use an SSL encryption (secure certificate) on our site to keep your personal information protected.
What are Cookies?
Cookies are tools that the internet uses to track what sites you’ve visited, and make future recommendations to you based on your interests and preferences. They are designed to create a more customized experience for web users. Our site uses the Google Analytics cookie to collect information, provide a more customized experience for visitors, and help us improve our site for future visitors. To opt out of Google Analytics, click here. If you would like to opt out of all cookies used by websites, you can learn how to do so here. Be aware, however, that many website features need cookies to operate. As such, opting out of cookies may make some site features, such as shopping carts, inaccessible to you. By disabling cookies on your web browser, you will be unable to complete a purchase on our site online. If you do not have cookies enabled, but would still like to make a purchase, you can do so by calling our customer service line at (800) 430-1690, and we will be happy to assist you with your transaction.
How Collected Information is Used
Any information collected is used to create a more enhanced and customized user experience for you. Third party vendors (such as Google) use information to show you ads on other sites you visit throughout the Internet, based on your preferences, interests, demographic information, and browsing history. For instance, by visiting our site, you may see an ad for our site on another site you visit in the future. This is in an effort to make better recommendations to web users. No personal information is stored or shared. We may use the following Google AdWords features for a more enhanced customer experience:
- Affinity audiences
- Custom affinity audiences
- In-market audiences
- Similar audiences
- Demographic and location targeting
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c/o US Direct LLC
1867 Williams Hwy, Suite 200
Grants Pass, OR 97527