Return & Exchange Policy

We accept returns and exchanges on everything sold on NovaUSAWood.com — ExoShield and ExoWax wood finishes, ExoDek hidden deck fasteners, and Rainscreen siding clips — within 30 days of delivery, in resellable condition, with no restocking fee.

Wood and lumber products are not sold through this website. Decking, siding, and other wood products are quoted and sold by our sales team and are governed by Nova’s separate terms of sale.

Returns and exchanges must be requested within 30 days of delivery. Returns and exchanges are subject to covering the shipping costs for the product or order to be returned to Nova. Our team will get a return shipping quote and provide the cost for return shipping before moving forward. Once approved, our team will send a FedEx or UPS label.

Returns: the cost of return shipping to Nova will be subtracted from the overall refund amount. The refund is processed once the product has been returned to one of our warehouses.

Exchanges: Nova will take payment for the return shipping cost before proceeding with the exchange. Once the product has been picked up by FedEx or UPS, Nova will ship the exchange order.

Whether you ordered too much or you are not happy with your purchase, you can return your order in resellable condition for a full refund with no restocking fees within 30 days of your delivery. Nova USA Wood Products is not responsible for return shipping costs.

We want you to be satisfied with what you bought. If you experience any issue, please let us know by calling 503-419-6407 or emailing customer.service@novausawood.com.

We cannot accept returns more than 30 days after your product was delivered.

Please do not send items back without first receiving a Return Merchandise Authorization (RMA). Email customer.service@novausawood.com with your order number and the list of items you wish to return; we do not issue an RMA over the phone. If your items are eligible for return, you will receive an email with your RMA number and instructions.

1. Confirm your product is eligible. If you refuse your shipment at the time of delivery, all return shipping costs plus a refusal fee will be deducted from your refund. We do not accept returns of product delivered more than 30 days ago, or product that is not in original, resellable condition.

2. Request an RMA by emailing customer.service@novausawood.com with the order number, part number, description, and quantity of each item.

3. Ship your items to us. Keep all original packaging. For finishes that means the box, bag, the clips on top of the can, and the foam top and bottom; for deck and siding clips it means the original box, bucket, or pail with its lid. Place the product in its original packaging inside an additional outer shipping box with sufficient padding. If damage occurs in transit because of improper packaging, a full refund will not be issued. ExoShield and ExoWax MUST be shipped by ground; do not ship by air. Do not write on or alter the original packaging. Include a copy of your RMA information with the shipment. Packages can be dropped off at your local UPS store.

4. Receive confirmation. Once your return is received and inspected, your refund is processed and we email you a confirmation.

Please do not send items back without first being issued an RMA. If you are unsure whether your items can be returned, call 503-419-6407 or email customer.service@novausawood.com.

Product must arrive at Nova USA Wood Products in resellable condition. All returns are manually inspected and must be unused and in complete packages. Opened or partially used cans, and clip boxes or buckets that have been opened and drawn from, are not resellable and cannot be refunded.

Finishes must be returned in their original reinforced, double-walled shipping box. If we receive a finish that is damaged or has leaked because of improper packaging, a refund will not be issued.

Any refund or credit for exchange is based on the value of the merchandise at the time of purchase. Refunds are issued to the original payment method.

Shipping fees are not eligible for refund unless the merchandise is defective or a shipping error occurred. Shipping costs are the customer’s responsibility unless merchandise is being returned because of a defect or an error on the part of Nova USA Wood Products.

Please inspect your shipment thoroughly on delivery and report any damage or error as soon as possible. Email photographs of the damage or defect to customer.service@novausawood.com. Replacements for damaged, defective, or incorrectly shipped product are sent at no cost to you.

If you need to cancel an order, email customer.service@novausawood.com or call 503-419-6407 as soon as possible. Orders that have not yet shipped can be cancelled for a full refund. Once an order has shipped it is handled as a return under the terms above.