Q: How Are My Materials Packaged?
Your custom timber package is placed on pallets that are built to match your project’s specifications. Each board is carefully stacked, strapped, and shrink-wrapped for secure transport. Pallet size and weight will vary depending on your structure.
Q: How is my timber package shipped?
Your materials will ship via LTL (Less than Truckload) freight carrier or dedicated trailer depending on the size of your shipment. The delivery truck may be a box truck, straight truck, or flatbed truck.
Once your shipment is on its way, you’ll receive an email notification with a tracking link. You will also receive a call from the freight carrier approximately 24 hours ahead of arrival so you are ready to meet the driver and unload upon arrival.
Q: How do I unload my timber frame materials?
Arrival is curbside, which means your project materials will typically be delivered to the curbside entrance of your residence. The driver will not assist with unloading, and a lift gate will not be available. Offloading will require a team of people to hand unload your kit from the truck.
It’s also possible to use a forklift or other heavy lifting equipment. If you plan to use equipment, please have it on site at the time of delivery and ensure it can safely handle the weight of your delivery.
If you choose to unload by hand, be sure to have adequate help on site at the time of delivery. We recommend 2 to 6 people, depending on the size of your project and the strength of the individuals.
Q: What if there’s damage or missing pieces?
As you unload, check the materials for visible damage. If anything appears damaged, write “damaged” on the delivery receipt and take clear photos. Do not refuse delivery. As long as damage is documented on the paperwork, we’ll cover it and send replacements quickly.
If you notice anything missing, contact your project manager. We’ll promptly send out any missed items so you can complete your installation and begin enjoying your structure.
Q: Why do my posts and beams have cracks in them?
Your structure will take about a year to acclimate to your local weather. During this time, moisture is released from the wood, which causes it to “check” (crack) and may also emit sap. This is a normal part of the drying process.
We recommend using Goo Gone or a similar product to remove any sap. If you’d like to fill the checks, you can use “Big Stretch,” a chinking product available at Lowe’s, and stain over it with the touch-up stain provided in your kit. We suggest waiting until a full year has passed before filling checks to reduce the likelihood of needing to redo it.
Q: What about scuff marks?
Each timber is stained and allowed to dry before shipping. We insert shims between boards to prevent sticking, which can sometimes leave minor scuff marks.
These are easy to touch up using the included stain.
