FAQ: How to Order and Ship with Us
Posted: June 23, 2025Author – Ryan Palma Owner/CEO Sustainable Lumber Co.
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Here at Sustainable Lumber Co, one of the most common questions we receive is, “What’s the process to order, and how is it shipped?” We’re here to walk you through our straightforward ordering and shipping process, ensuring you know exactly what to expect when you choose to work with us.
Step 1: Reach Out to Us
Most of our customers start by contacting us through our “Contact Us/Request a Quote” page or by giving us a call at 406-642-7120. During this initial conversation, we take the time to answer your questions, discuss your project needs, and recommend the best product for the job. We’ll also provide you with key details, including shipping information, lead times, and a delivered price to your home or business.
Step 2: Request a Sample
Curious about our products? Many customers opt to request up to four samples for just $20.00. We ship these samples via FedEx 2-day delivery in a padded envelope. Once FedEx notifies us that your samples have been delivered, we’ll follow up within a few days to confirm receipt and address any additional questions you may have.
Step 3: Place Your Order
When you’re ready to move forward, we’ll send you an invoice along with a secure QuickBooks link for online payment. If the product is in stock, full payment is due at this time. For out-of-stock items, we require a 50% down payment, with the remaining balance due upon completion.
Step 4: Preparing Your Order
Once your order is confirmed and payment is processed, we get to work. If the product is in stock, we pull it from inventory. For custom or out-of-stock items, we complete production as quickly as possible. Your order is then carefully stacked on a wooden pallet, lumber-wrapped, shrink-wrapped, and securely banded to ensure it arrives in perfect condition.
Step 5: Shipping Your Order
We partner with FedEx to ship factory-direct to all continental U.S. states, with typical transit times ranging from 2 to 7 days, depending on your location. FedEx picks up your order within two business days of preparation. For residential deliveries without a dock or forklift, we use a liftgate truck, and the driver will place the pallet curbside or in your driveway. From there, you’ll be responsible for moving the product into your home or business. Rest assured, our products are either boxed or sub-bundled for easy handling.
Why Choose Us?
Our goal is to make the ordering and shipping process as smooth and transparent as possible. From the moment you reach out to the day your product arrives, we’re here to guide you every step of the way. Whether you’re a homeowner or a business owner, we’re committed to delivering high-quality products with reliable service.
Ready to get started? Our knowledgeable and educated staff is here to answer any questions you may have. Please call us today for a free quote: Ph# 406.642.7120 or click here to submit an inquiry online. We look forward to working with you on your next project!