Shipping, Returns & Warranty Policy
Last Updated: August 2026
At Shibuya Hardwood, we are committed to providing premium hardwood flooring backed by quality craftsmanship and transparent policies. Please review the following information regarding shipping, returns, and warranty coverage before placing your order.
Shipping Policy
Order Processing
Orders are processed as quickly as possible once payment has been received and inventory is confirmed. Estimated lead times may vary depending on product availability.
Special order and custom products may require additional processing time.
Freight Delivery
Hardwood flooring is shipped via freight carrier.
Customers are responsible for:
- Providing an accessible delivery location
- Being available to receive the shipment
- Inspecting all materials before signing the delivery receipt
Any visible shipping damage must be noted on the delivery receipt before accepting the shipment.
Failure to report visible freight damage upon delivery may affect the ability to file a freight claim.
Product Inspection
Please inspect every carton before installation.
Do not install flooring that appears damaged or defective.
Installation of any material constitutes acceptance of that material.
Shibuya Hardwood is not responsible for labor costs, installation expenses, or removal costs for flooring installed with visible defects.
Returns Policy
All returns require prior approval from a Shibuya Hardwood representative.
Returns that have not been authorized will not be accepted.
Approved returns are issued as store credit only unless otherwise required by law.
Return Requirements
- Minimum return quantity: 10 unopened cartons
- Products must be returned within 30 days of purchase
- Cartons must remain unopened and in original condition
- Customer is responsible for return shipping unless otherwise approved
Restocking Fee
Approved returns are subject to:
- 25% Restocking Fee
- Minimum handling charge of $185
Non-Returnable Products
The following items cannot be returned:
- Custom orders
- Special-order materials
- Non-stock products
- Installed flooring
- Opened cartons
- Discontinued products
- Products stored for extended periods beyond return eligibility
Warranty
Limited Lifetime Structural Warranty
Shibuya Hardwood warrants to the original purchaser that its engineered hardwood flooring is free from manufacturing defects in material and workmanship.
This warranty applies only to the original purchaser and is non-transferable.
When properly installed and maintained according to Shibuya Hardwood installation and maintenance guidelines, covered flooring will not:
- Delaminate
- Separate
- Buckle
- Cup due to manufacturing defects
Should a qualifying manufacturing defect occur, Shibuya Hardwood may repair or replace the affected flooring at its discretion.
Residential Finish Warranty
Under normal residential use and proper maintenance, the factory finish is warranted not to wear through to bare wood for:
25 Years
This warranty applies only under normal residential traffic and recommended maintenance procedures.
Light Commercial Warranty
For approved light commercial applications, the finish is warranted against manufacturing defects and wear-through for:
3 Years
Environmental Requirements
Warranty coverage requires maintaining the installation environment between:
- Temperature: 60°F–80°F (16°C–27°C)
- Relative Humidity: 30%–50%
Failure to maintain these conditions may void warranty coverage.
Natural Characteristics of Hardwood
Hardwood flooring is crafted from real trees. Every plank is naturally unique.
Natural variations are expected and are not considered defects, including:
- Grain variation
- Color variation
- Mineral streaks
- Knots
- Character markings
- Texture differences
- Natural aging
- Patina development
Because wood is a natural product, flooring purchased at different times or from different production batches may vary slightly in color, tone, grain, and character.
These differences are a hallmark of genuine hardwood and enhance the individuality of every floor.
Photography Disclaimer
Product photography is provided for illustration purposes only.
Actual flooring may vary due to:
- Natural wood variation
- Screen settings
- Device calibration
- Photography lighting
- Interior lighting conditions
- Installation direction
- Viewing angle
Samples and photographs represent the general appearance of a collection but cannot guarantee an exact color or grain match.
Moldings
Moldings are manufactured to complement each flooring collection.
Minor variations in:
- Color
- Grain
- Texture
- Sheen
- Distressing
- Character
are normal and should be expected.
Installed moldings are considered accepted.
Wire-Brushed Flooring
Some wire-brushed products may contain slight texture variations, raised grain, or minor surface irregularities.
These characteristics are intentional and are not manufacturing defects.
Warranty Exclusions
This warranty does not cover damage resulting from:
- Improper installation
- Failure to follow installation instructions
- Improper subfloor preparation
- Moisture intrusion
- Flooding
- Plumbing leaks
- Fire
- Natural disasters
- Steam mops
- Standing water
- Excessive humidity
- Low humidity
- Furniture damage
- Appliance damage
- Pet damage
- Heavy construction traffic
- Vacuum beater bars
- Sharp objects
- Adhesive damage
- Scratches
- Dents
- Normal wear
- Loss of gloss
- UV exposure
- Sunlight fading
- Seasonal expansion and contraction
- Cupping
- Crowning
- Gapping
- Squeaks unrelated to manufacturing defects
- Installation in full bathrooms with showers or tubs
- Failure to maintain proper environmental conditions
Limitation of Liability
Shibuya Hardwood’s responsibility under this warranty is limited solely to the repair or replacement of defective flooring, at our discretion.
Shibuya Hardwood is not responsible for:
- Installation costs
- Removal costs
- Labor expenses
- Temporary housing
- Loss of use
- Lost profits
- Incidental damages
- Consequential damages
- Indirect damages
to the maximum extent permitted by applicable law.
Contact Information
For warranty claims, shipping questions, or return requests, please contact:
Shibuya Hardwood
3539 Haven Ave.
Menlo Park, CA 94025
Phone: (650) 384-6326
Email: info@shibuyahardwood.com
