Terms of Service
Last updated: January 2025
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1. Acceptance of Terms
By accessing and using the Pallets West Coast website (palletswestcoast.com), you agree to be bound by these Terms of Service. If you do not agree to these terms, please do not use our website or services.
2. Services Description
Pallets West Coast provides pallet buying, selling, recycling, repair, removal, delivery, and related services across the West Coast of the United States. All services are subject to availability and may vary by location. Quotes provided through our website are estimates and may be adjusted based on actual inspection of materials, delivery distance, and market conditions.
3. Orders and Pricing
All orders are subject to acceptance by Pallets West Coast. We reserve the right to refuse or cancel any order at our discretion. Prices are subject to change without notice. Payment terms will be established at the time of order confirmation. Custom orders may require a deposit before production begins.
4. Product Quality
Used pallets are sold in their existing condition based on our grading system (Grade A, B, or C). While we inspect all pallets before sale, minor variations in condition are inherent to recycled products. New and custom pallets are manufactured to agreed-upon specifications. Claims regarding product quality must be submitted within 48 hours of delivery.
5. Delivery
Delivery times are estimates only and are not guaranteed. Pallets West Coast is not liable for delays caused by weather, traffic, mechanical issues, or other circumstances beyond our reasonable control. Risk of loss transfers to the buyer upon delivery to the specified location.
6. Intellectual Property
All content on this website, including text, graphics, logos, and design elements, is the property of Pallets West Coast and is protected by copyright laws. You may not reproduce, distribute, or create derivative works from any content without our written permission.
7. Limitation of Liability
Pallets West Coast shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of our website or services. Our total liability for any claim shall not exceed the amount paid by you for the specific products or services giving rise to the claim.
8. Governing Law
These terms shall be governed by and construed in accordance with the laws of the State of Oregon, without regard to its conflict of law provisions. Any disputes arising under these terms shall be resolved in the courts of Lane County, Oregon.
9. Contact
For questions about these terms, contact us at:
Pallets West Coast
1875 W 6th Ave, Eugene, OR 97402
Email: info@palletswestcoast.com
Return & Refund Policy
Pallets West Coast stands behind the quality of our products. We understand that issues can arise, and we have established a clear return and refund process to resolve them fairly and promptly.
| Situation | Timeframe to Report | Resolution | Customer Responsibility |
|---|---|---|---|
| Wrong grade delivered | Within 48 hours of delivery | Full replacement at no cost or credit issued to account. We arrange pickup of incorrect pallets. | Do not use or modify the incorrect pallets. Provide photos of markings and condition. |
| Wrong size delivered | Within 48 hours of delivery | Full replacement with correct size. Free re-delivery within our primary service area. | Keep pallets accessible for pickup. Confirm correct size specifications for replacement order. |
| Damaged during delivery | Within 24 hours of delivery | Replacement of damaged units at no charge. If damage exceeds 10% of order, full re-delivery offered. | Note damage on delivery receipt. Photograph all damaged pallets before moving or stacking them. |
| Quality below grade standard | Within 48 hours of delivery | On-site inspection by our quality team. Substandard units replaced or credited at our determination. | Separate substandard pallets from accepted pallets. Provide specific counts and descriptions. |
| Order cancellation (before shipment) | Before dispatch | Full refund of any deposit paid. No cancellation fee for standard inventory orders. | Notify us in writing (email) as soon as possible. Custom orders may have restocking terms. |
| Order cancellation (custom pallets in production) | After production begins | Refund minus materials and labor already committed. Partial deliveries may be arranged. | Understand that custom lumber may already be cut. We will provide a detailed cost breakdown. |
Important Notes on Returns
- • All claims must be accompanied by photographic evidence of the defect, damage, or wrong product delivered.
- • Pallets that have been modified, repaired, or used after delivery are not eligible for return or credit.
- • Refunds are processed within 10 business days of claim approval via the original payment method.
- • For recurring quality issues, we will assign a dedicated quality liaison to your account.
Force Majeure
Neither Pallets West Coast nor the customer shall be held liable for failure or delay in performing any obligation under these terms when such failure or delay results from circumstances beyond the reasonable control of the affected party. Force majeure events include, but are not limited to:
Natural & Environmental Events
- • Natural disasters including earthquakes, floods, hurricanes, wildfires, or volcanic eruptions.
- • Severe weather events that prevent safe transportation or production operations.
- • Epidemics, pandemics, or quarantine restrictions imposed by government authorities.
- • Environmental regulatory actions that restrict lumber harvesting or pallet production.
Economic & Governmental Events
- • Government actions, sanctions, embargoes, or trade restrictions affecting lumber supply.
- • Labor disputes, strikes, or lockouts at our facilities or those of our suppliers.
- • Severe lumber market disruptions or supply chain breakdowns beyond normal fluctuations.
- • Acts of war, terrorism, civil unrest, or insurrection that disrupt operations or transit routes.
Our Obligations During Force Majeure Events
In the event of a force majeure occurrence, the affected party must notify the other party in writing within 72 hours. We will make commercially reasonable efforts to mitigate the impact, including sourcing from alternative suppliers, adjusting delivery schedules, and providing regular updates on the situation. If a force majeure event continues for more than 90 days, either party may terminate the affected order without penalty. Any deposits paid will be refunded in full within 30 days of termination.
Environmental Compliance Terms
Pallets West Coast is committed to environmental stewardship. Our operations comply with applicable federal, state, and local environmental regulations. The following terms govern the environmental aspects of our products and services.
| Compliance Area | Standard / Regulation | Our Commitment | Customer Impact |
|---|---|---|---|
| Wood Sourcing | Lacey Act; FSC / SFI certification | All lumber is sourced from legal, sustainable forestry operations. We maintain chain-of-custody documentation for all wood materials. | Customers can request sourcing documentation for ESG reporting and sustainability audits. |
| Heat Treatment | ISPM-15 (FAO) | All heat-treated pallets are processed at certified facilities to 56 degrees C core temperature for 30 minutes. Stamped with IPPC mark. | Export-bound pallets are compliant with international phytosanitary requirements. |
| Chemical Treatment | EPA regulations; Oregon DEQ | We do not use methyl bromide or other banned fumigation chemicals. Heat treatment is our sole phytosanitary method. | Pallets are safe for food-contact and organic product applications. |
| Waste Diversion | Oregon DEQ solid waste regulations | We recycle or repurpose over 95% of pallet materials. Unusable wood is processed into mulch, animal bedding, or biomass fuel. | Customers partnering with us can report pallet recycling volumes in sustainability disclosures. |
| Emissions | Oregon Clean Air Act | Our heat treatment kilns meet all applicable emissions standards. We conduct annual emissions testing and maintain current permits. | No additional emissions compliance burden is passed to customers. |
Customer Environmental Responsibilities
Customers are responsible for the proper disposal or recycling of pallets at end of life. We encourage all customers to return used pallets to us for recycling rather than sending them to landfill. Pallets contaminated with hazardous materials must be disclosed at the time of return; contaminated pallets may be subject to additional handling fees or may not be accepted for recycling. Pallets treated with non-approved chemicals by the customer void any environmental certifications originally associated with the product.
Dispute Resolution Procedure
Pallets West Coast is committed to resolving disputes fairly and efficiently. Before pursuing formal legal action, both parties agree to follow the structured resolution procedure outlined below, which is designed to resolve most issues quickly and preserve business relationships.
Informal Resolution (0-15 Business Days)
Contact our team at info@palletswestcoast.com describing the dispute in detail. A senior manager will be assigned to your case within 2 business days. We will work directly with you to understand the issue and propose a fair resolution. Most disputes are resolved at this stage through replacement, credit, or adjustment.
Escalated Review (15-30 Business Days)
If informal resolution is unsuccessful, either party may request an escalated review. The dispute will be reviewed by a company principal who was not involved in the original transaction. Both parties will submit a written summary of the dispute, supporting documentation, and their proposed resolution. A written decision will be issued within 15 business days of escalation.
Mediation (30-60 Business Days)
If the escalated review does not resolve the dispute, both parties agree to participate in non-binding mediation before a mutually agreed-upon mediator in Lane County, Oregon. Each party bears its own mediation costs, and the mediator fees are split equally. Mediation must be completed within 60 days of the request unless both parties agree to an extension.
Binding Arbitration or Litigation
If mediation fails, either party may pursue binding arbitration under the rules of the American Arbitration Association (AAA) or file suit in the courts of Lane County, Oregon. The prevailing party in any arbitration or litigation shall be entitled to recover reasonable attorney fees and costs. Claims must be filed within one (1) year of the event giving rise to the dispute.
Governing Terms for Dispute Resolution
- • Governing Law: State of Oregon, without regard to conflict of law principles.
- • Venue: Lane County, Oregon for all proceedings.
- • Statute of Limitations: One (1) year from the date of the event.
- • Class Action Waiver: All disputes must be resolved on an individual basis.
- • Confidentiality: All dispute proceedings are confidential.
- • Continued Performance: Non-disputed obligations continue during resolution.