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Betterwood ” Shipping

Shipping instructions

We deliver throughout Europe – from small parcels to pallets of bulky goods, usually within a few days. Here you can find out more about transportation costs and what you need to bear in mind with the various shipping methods.

Answers to your questions

We have trained Woody, our digital assistant, so that he can also answer specific questions about your order. And if Woody doesn’t know what to do: our experts are just a calljust one e-mail away.

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Shipping costs

This is how our shipping costs are calculated: There is a shipping price for each country of delivery, which is based on the weight of the order. For each product group there is a lower and an upper limit for the shipping costs. If products from different product groups are ordered, the limits of the larger product apply in each case.

Delivery times

The estimated delivery time will be displayed when you place your order. For each order, you will receive an e-mail with a shipment tracking information, which also includes the shipping method. The following points can extend the delivery time: individual custom-made products, payment in advance, incorrect contact details, unforeseeable events during transportation (e.g. traffic jams or accidents), later requested delivery dates.

How we ship

From chopping boards to complete wooden decking: the items that leave our warehouse every day vary greatly in size and weight. That’s why we work with various shipping service providers to offer our customers the best delivery conditions.

Standard package

  • Shipping service: GLS
  • up to 195 cm length
  • up to 300 cm girth (length + 2 x width + 2 x height)
  • max. 25 kilograms per parcel
  • up to 150 kilograms total weight
  • packed in cardboard box
  • no shipping to packing stations possible
  • Delivery date will be agreed by e-mail
  • Parking permit can be issued
  • Goods are delivered to the front door
  • from dispatch to delivery: approx. 2 working days

Package XL

  • Shipping service: GLS courier service
  • up to 295 cm length
  • up to 300 cm girth (length + 2 x width + 2 x height)
  • max. 25 kilograms per parcel
  • only 1 package per delivery
  • packed in cardboard box
  • no shipping to packing stations possible
  • Delivery date is agreed
  • Shipping by appointment only
  • Recipient must be on site at the time of delivery
  • from dispatch to delivery: 1 working day

Parcel forwarding

  • Forwarding agency: Cargoboard
  • up to 400 cm length
  • max. 35 kilograms per parcel
  • up to 150 kilograms total weight
  • packed in cardboard box
  • Delivery date is agreed
  • Parking permit can be issued
  • Delivery to kerbside
  • from dispatch to delivery: approx. 4 working days

Pallet forwarding

  • Forwarder: Kühne + Nagel or Cargoboard
  • up to 245 cm in length up to 1,000 kilograms
  • up to 305 cm in length up to 500 kilograms
  • up to 400 cm in length up to 300 kilograms
  • packed on a pallet
  • Packaging material is part of the delivery
  • Delivery date is agreed
  • Recipient must be on site
  • Delivery to kerbside
  • Manual unloading by recipient for bulky goods
  • from dispatch to delivery: approx. 5 working days

Pallet forwarding XL

  • Forwarding agency Rüdinger
  • up to 2000 KG per panel
  • without weight limit
  • Packed on squared timber or pallet
  • Packaging material is part of the delivery
  • Delivery date will be agreed by telephone
  • Recipient must be on site
  • Manual discharge by receiver
  • Optionally available with unloading aid (truck-mounted forklift).
  • from dispatch to delivery approx. 10 working days

Special trip

  • Changing forwarding agents
  • up to 2000 KG per panel
  • without weight limit
  • packed on squared timber
  • Packaging material is part of the delivery
  • Delivery date will be agreed by telephone
  • Recipient must be on site
  • Manual discharge by receiver
  • from dispatch to delivery approx. 1 working day

Notes on delivery with a forwarding agent

Our wood can be long and heavy and delivery can be correspondingly time-consuming. So that you know what requirements should be met on site and what you can expect, we have written down the most important information here.

We are happy to accommodate your wishes and requirements regarding delivery. Please contact us or let us know when you place your order.

Truck size and unloading

Delivery is usually by truck (7.5t box wagon – length: 8 m / width 3.10 m / height 3.45 m). Unloading shall take place at the nearest public kerbside to the delivery address, unless expressly agreed otherwise. Please note that delivery may not be possible due to the following factors.

Palette Holzterrasse

Restrictions

  • The delivery address is located in a street or can only be reached via a street that is dedicated as a traffic-calmed area, and/or
  • The delivery address is located in a street or can only be reached via a street where vehicles with a permissible total weight of 7.5 tons are not permitted, and/or
  • The delivery address is located in a street or can only be reached via a street that is narrower than 3.25 meters or that is restricted to a passage width of less than 3.25 meters at a point to be passed during delivery due to obstacles such as parked vehicles or a construction site at the time of delivery, and/or
  • The delivery address is located in a dead-end street with no turning possibility.

If one of the above-mentioned particularities applies to the desired delivery address or if you are unsure about this, please contact our customer service by phone or email before placing an order to clarify whether or to which location delivery can be made.

Being on site

Please also note that you must be personally present at the delivery address when the goods are delivered by the carrier. Firstly, because you must confirm delivery of the goods in writing. On the other hand, the unloading of the goods requires your assistance in such a way that you support the freight forwarder’s employee by physically helping to unload the goods from the truck to the curb. They must therefore be physically capable of lifting a weight of up to 30 kilograms.

Making an appointment

Finally, it should be noted that no specific desired time for delivery can be agreed. Our customer service or the forwarding agent will contact you by telephone in good time before delivery to determine the delivery date (time slot) on working days (excluding public holidays). Your presence at the delivery address is required during the entire time window.

The goods are packed on a pallet for safe transportation. Packaging and pallet are part of the delivery and cannot be removed from the truck.

Notes on exporting to Switzerland

Betterwood organizes shipping and customs clearance in Switzerland and pays the costs. However, Swiss customs will charge additional costs that must be borne by the recipient. You can find out what these are likely to be and what else you need to bear in mind here.

Customs clearance costs

We do not charge German VAT for goods that we ship to Switzerland. We commission DAP cleared shipping. This means that we take care of customs clearance and pay the costs of customs clearance (export declaration, customs documents, export customs clearance and import customs clearance).

However, you will be notified by Swiss customs or the delivering carrier to pay Swiss VAT, import sales tax, import tax clearance and service provider-dependent costs such as cash on delivery fees, handling costs or communication charges.

Order changes

The buyer is responsible for checking the order confirmation. Therefore, please check the individual items carefully. If you wish to make any changes, please contact us immediately before the goods are packed and dispatched by us.

Changes to orders can lead to longer delivery times. If the order is changed after the export accompanying documents have been created, additional fees will be charged.

Export certificates

In the case of shipment within the EU and subsequent execution by the customer, we are happy to refund the VAT retrospectively on presentation of the export certificate stamped by customs.

The export must take place within three months of purchase. The invoice date and the customs stamp on the export document are decisive. For processing we need your account details, if not yet available a Swiss address for the invoice and the export certificate as a scan by e-mail to info@betterwood.de.

We will then refund the VAT paid. Please let us know your bank details. Please note that the IBAN and BIC code must be provided for international transfers and that fees may be charged for transfers abroad.

Returns

The return of goods is possible in accordance with the statutory provisions of the right of withdrawal. A return is considered an export. In addition to the shipping costs, there are therefore additional costs for customs and customs clearance, which are borne by the customer. Please send returns to:

BETTERWOOD
In der Trift 1
57489 Drolshagen
Germany

Questions about delivery and returns

My delivery

All wood deliveries are subject to an estimated delivery time of 5-7 working days. Accessories and very short wood can be sent by parcel service. The delivery time here is 1-3 working days. The delivery time for production goods is extended accordingly. No deliveries are made on Saturdays, Sundays and public holidays. If, in exceptional cases, an item is not in stock or not immediately available and the delivery time is extended accordingly, this will be indicated separately in our order confirmation. All stated delivery dates are subject to punctual and proper delivery by our logistics partners.

The delivery time for stock items is approx. two to three weeks. The delivery time for production goods is extended accordingly. No deliveries are made on Saturdays, Sundays and public holidays. If, in exceptional cases, an item is not in stock or not immediately available and the delivery time is extended accordingly, this will be indicated separately in our order confirmation. All stated delivery dates are subject to punctual and proper delivery by our logistics partners.

Accessories and small goods are sent with parcel delivery services. You will receive a shipment tracking e-mail from the deliverers. Here you can view delivery times and change the delivery.

Decking timber is delivered on pallets by forwarding agents. The forwarding agent will contact you at least one day before delivery to plan the delivery with you. You may have to keep a day free for this. In some cases, the delivery period can be limited to a few hours. If you place an order, we can also arrange a day as a preferred date with you. You will then be notified of the delivery by the driver on the day of delivery approximately one hour before delivery.

Delivery is usually by truck (7.5t box wagon - length: 8 m / width 3.10 m / height 3.45 m). Unloading takes place at the nearest public kerbside to the delivery address. Unless expressly agreed otherwise. Please note that delivery may not be possible due to the following factors or only with the driver's goodwill:

- The delivery address is located in a street or can only be reached via a street that is dedicated as a traffic-calmed area, and/or

- The delivery address is located in a street or can only be reached via a street where vehicles with a permissible total weight of 7.5 tons are not permitted, and/or

- The delivery address is located in a street or can only be reached via a street that is narrower than 3.25 meters or that is restricted to a passage width of less than 3.25 meters at a point to be passed during delivery due to obstacles such as parked vehicles or a construction site at the time of delivery, and/or

- The delivery address is located in a dead-end street with no turning possibility.

If one of the above-mentioned particularities applies to the desired delivery address or if you are unsure about this, please contact our customer service by phone or email before placing an order to clarify whether or to which location delivery can be made.

- Presence: Please also note that it is necessary for you to be personally present at the delivery address when the goods are delivered by the carrier. Firstly, because you must confirm delivery of the goods in writing. On the other hand, in some cases the unloading of the goods requires your assistance in such a way that you support the freight forwarder's employee by physically helping to unload the goods from the truck to the curb.

- They must therefore be physically capable of lifting a weight of up to 30 kilograms.

- Finally, it should be noted that no specific desired time for delivery can be agreed.

Our customer service or the forwarding agent will contact you by telephone in good time before delivery to determine the delivery date (time slot) on working days (excluding public holidays). Your presence at the delivery address is required during the entire time window.

Unfortunately, planks longer than 2.5 meters cannot be unloaded using a lifting platform. Here, unloading is carried out by the receiver with the help of the driver. It would therefore be necessary for an unloading assistant to be on site for the agreed delivery. You, or the unloading assistant on your side, must therefore be physically capable of lifting a weight of up to 30 kilograms.

Please note that the packaging materials are included in the scope of delivery and must therefore be accepted by you as the recipient. The pallet and covering film can then be used for temporary storage of the wood.

Complete decking with boards and substructure are packed on pallets for safe transportation and delivered by forwarding agents. The goods are too long and too heavy for parcel deliverers. Freight forwarders are less flexible in delivery than parcel deliverers. Delivery can often be scheduled for the morning or afternoon. This is not always possible and you should keep a day free for delivery.

Unfortunately, planks with a length of more than 2.5 meters cannot be unloaded onto the pallets using a lifting platform. Here, unloading is carried out by the receiver with the help of the driver. It would therefore be necessary for an unloading assistant to be on site for the agreed delivery. You, or the unloading assistant on your side, must therefore be physically capable of lifting a weight of up to 30 kilograms.

Accessories, chopping boards and small quantities are sent by parcel delivery and are usually delivered to you within 1-3 working days.

Smaller quantities of wooden tiles can be sent by parcel service. Larger orders are packed on pallets and delivered by forwarding agents.

For a delivery of teak panels, a larger quantity of wooden tiles or terrace wood, in most cases an appointment for the delivery between you and the forwarding agent is necessary.

It is therefore important that you specify a telephone number when placing your order where you can be reached reliably during the day and whose answering machine you regularly check.

The same applies to the e-mail address: Please always enter an email address that you check regularly. Please also check your SPAM folder. If the forwarding agent has to visit you a second time because you were not available, we will unfortunately have to charge you for a second journey.

Smaller orders, such as accessories or short planks, can be sent by parcel delivery. You will be informed about the delivery by e-mail. In this case, you do not necessarily have to be on site for the delivery.

The delivery of a complete terrace with a forwarding agent involves some effort. It is therefore important that you, or someone else you appoint, are on site when the delivery is made. Otherwise, a second delivery must be planned, which we will then have to charge additionally.

Delivery by parcel service usually takes 1-3 working days. You will receive an e-mail with shipment tracking. If your delivery has not arrived and you have not received an e-mail - please also check your SPAM folder - please contact us.

Delivery by a forwarding agent usually takes 5-7 working days (up to 10 working days in spring and summer) from the time the order is placed, provided the goods are in stock and no other delivery times were specified when the order was placed, or a later delivery date was agreed with you.

After the goods have been packed, they are handed over to the forwarding agent. In the case of delivery by a forwarding agent, you will be contacted by telephone in advance about a delivery date. It is therefore very important that you provide a telephone number where you can be reached reliably during the day or where you can check your answering machine regularly.

If you have not been contacted within the delivery period after placing your order, please contact us.

If you do not assemble the goods immediately after delivery, please note the following during storage:

- Store the decking boards horizontally. This is the most compact way to store the decking timber in order to minimize the risk of warping.

- Ensure that there are sufficient support points for the decking boards so that the stacked decking timber is well ventilated.

- Avoid free-standing ends of the decking boards. When the planks are stacked together, the ends are not exposed and do not twist so easily.

- Store the decking boards in an integrated, dry and well-ventilated place. This reduces the risk of delay.

- Store wood for outdoor use outside or in unheated, well-ventilated rooms and shelters such as carports, garages or canopies.

- Never cover decking with plastic sheeting - this can cause moisture, which increases the risk of warping of unscrewed boards considerably.

If the planks are still slightly warped despite all the measures taken, they can still be installed in the vast majority of cases.

Returns, exchanges and complaints

A defect must be documented so that we can open a process to find a solution. So that we can understand what the problem is, it is best if the defect is clearly documented with photos. Please contact us by phone or e-mail.

Possible defects can be:

  • The order is incomplete.
  • The order is incorrect.

Typical wood properties are not a defect.

If you have ordered your goods in error or simply do not wish to keep them, you can return them within 30 days of receipt. In this case you bear the shipping costs.

Wood is a natural product. The occurrence of its natural properties and characteristics can therefore not be ruled out even with the most careful sorting. The "Premium" classification with an A and B side also includes the following typical wood properties and does not constitute a defect. The properties have no negative influence on the quality of the goods.

Interlocking growth: The growth characteristic of tropical wood creates a dynamic structure and can sometimes cause wood fibers to stand up - because the direction of growth changes. Especially with the Cumaru wood species. Sanding the affected areas will make the rough surfaces smooth again.

Coloring: The wood color within a wood species can vary greatly. It often depends on the nutrients in the soil. Through our sample dispatch and our customer gallery, we try to convey as good an impression as possible of the wood colors of the individual wood species. Nevertheless, a single sample cannot be fully representative of a wood species. Not all decking boards look the same.

Swelling and shrinkage behavior: Wood expands and contracts. Depending on the weather and the associated temperature and humidity. The dimensions given correspond to the condition after processing in the sawmill. This was preceded by three months of drying in closed drying rooms at a constant temperature. The so-called chamber drying ensures that the swelling and shrinkage behavior remains manageable: approx. +/- 3 mm depending on the type of wood. Millimeter-precise planning for a terrace therefore makes no sense. Warping can also occur during transportation or storage on site. In the vast majority of cases, this is not a problem. Wood is not an industrial product.

Bleeding: Substances may escape from the wood - depending on the type of wood. With the types of wood we offer, this phenomenon only occurs in very rare cases.

Odor: Odors are perceived very differently. The wood smell of Cumaru, for example, is described by some people as extremely strong, while others enjoy the pleasant "vanilla scent" of the same wood from the same batch. It is undisputed that most types of wood give off an odor. The extent of this also depends on the conditions on site: how often it rains and how quickly the terrace dries out. What you can rely on, however, is that sooner or later the smell of the wood will diminish. However, it cannot be ruled out that the wood will initially give off an odor.

Rough spots, structure: The structure of individual wood species can be described well. Cumaru is somewhat more dynamic and robust, garapa has a homogeneous structure and teak is supple and varies in color between light and dark. However, the planks of one type of wood can look very different. Wood fibers may also form after some time. These are not planing defects but a typical wood characteristic - for example in the Cumaru wood species. However, these rough spots can be easily treated with sandpaper or will wear off with use.

Structural characteristics of the wood species do not always appear equally on every plank. A single plank is always just a section of the whole tree.

Knottiness: Trees have knots and you can see this in the wood. There should be no continuous knotholes in the "Premium" grade. However, "premium" does not exclude the visibility - even if only to a small extent - of knottiness.

Mold and fungal growth: One of the unique selling points of tropical woods is that they are particularly resistant to pests, mold and fungal infestation. This means that tropical wood decays and molds much less quickly than domestic wood species. This is why it is preferably used outdoors. However, this does not mean that mold and fungal infestation are impossible with tropical woods. Depending on the region and environment, flying algae, fungi and stains can occur on site for a variety of reasons. In the vast majority of cases, these problems can be remedied with decking cleaner, impregnation or sanding.

Pinholes, shot holes: Small holes in the floorboards can occur. So-called pinholes are tolerable to a certain degree according to DIN standard 4074 on the permissibility of wormholes. The decisive factor here is that it is not a current worm infestation. These holes are caused by the ambrosia beetle, which is a fresh wood insect. Acute infestation of seasoned wood is excluded and does not impair the strength properties or durability of the wood.

Warping and crooked planks: Wood is a natural product and can warp due to swelling and shrinkage. The denser a type of wood is, the more likely it is to warp. The risk of warping in most tropical woods is therefore relatively high in the unscrewed state. This means that even if the planks leave the Betterwood warehouse straight, one or two planks may arrive with a bend. Planks of over three meters are never 100% straight, regardless of this. However, none of this is a problem in decking construction: slight curvatures can be compensated for when screwing the boards together by pushing them towards each other (if necessary, use tensioning straps to pull the board in question towards the previous board). Most curvatures are tolerable and cannot be ruled out. If the average curvature of a decking board is more than 1.5% over its entire length, please contact us.

Cracking: In a natural product such as wood, weathering - wetness, dryness, cold and heat - can cause tension in the material, resulting in cracks. Cracks at the ends of the planks and hairline cracks on the surface are typical of wood. The risk of end cracks can be reduced with end edge wax. Surface tension can be reduced by oiling the planks. Even over the course of up to 25 years of the outdoor decking boards' service life, cracks in the boards cannot be avoided.

Machinability: Tropical woods have a higher wood density than native woods. Hardwood saw blades are recommended for clean cuts. Visible screws in the floorboards should be pre-drilled. Screw connections in the substructure should also be pre-drilled.

Sapwood: The trunks of all trees contain sapwood. The proportion depends on the species, age and growing conditions. In most species, it is an approximately 3 to 5 cm wide sheath of light-colored wood that encloses the heartwood. It is particularly susceptible to fungal and insect infestation when damp. Premium grade decking boards can also have a sapwood content. However, it should not be higher than 5% on the A-side.

Cuts, for example of planks and custom-made products, such as our elements and teak panels, cannot be exchanged. It is therefore important that all details in the offer and order confirmation are carefully checked by you.

Planks that have too much curvature can be exchanged under certain conditions: If the average curvature of the entire plank is more than 1.5 percent, please contact us and we will find a solution. However, even the premium grade may contain planks that are not one hundred percent straight. From certain plank lengths it is hardly possible to get straight planks. It is wood and one of the typical properties of wood is that it can warp with temperature fluctuations. Therefore, dimensional accuracy to the millimeter cannot be guaranteed: wood swells and shrinks depending on the humidity.

You can cancel and return the order within 30 days of receiving the goods.

The return costs the shipping price paid when ordering. If you return the goods to our warehouse yourself or organize the shipping yourself, there are no costs.

The statutory warranty period of two years from receipt of the goods naturally applies to all items.