Timber Build — Comprehensive Return & Refund Guide
Welcome to Timber Build's Return & Refund FAQ. This guide is designed to provide you with clear and concise information about our return policies, ensuring a smooth and hassle-free experience. For complete details and any exceptions, please refer to our full Return Policy.
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General Returns
What is your standard return policy?
We offer a flexible return policy where you can return an item for a refund or store credit within 60 days of delivery. This policy is designed to accommodate your needs and ensure satisfaction with your purchase. Please note that after 60 days, all sales are final and non-returnable.
Which orders follow the previous 60-day policy?
Orders placed before October 23, 2025, adhere to our former 30-day return policy. For reference, you can review that version in the TB Policy Archive.
What items cannot be returned?
Certain items are non-returnable due to their custom nature or special conditions. These include:
- Custom orders
- Special-discount or volume orders
- Made-to-order items such as Wooden Knee Braces, Corbels, and Rafter Tails (1½″ or 2½″ or 4½″ thick, Smooth or Rough finish)
Once production has commenced on these items, they become non-refundable.
Do I have to pay for return shipping?
Yes, customers are responsible for return shipping fees, which are non-refundable once the product has been shipped.
In what condition should returned items be?
Returned items must be in a pristine condition, meaning they should be unused, uninstalled, and in their original packaging whenever possible. Proper packaging is crucial to prevent any damage during transit.
Can I get store credit instead of a refund?
Absolutely. Once your return is approved and inspected, you have the option to choose between store credit or a refund.
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Custom Orders
Can I cancel a custom order once production has started?
Unfortunately, custom orders are non-refundable once production is underway due to their bespoke nature.
Can I cancel a custom order if production hasn’t started yet?
If production has not yet begun, there is a possibility of cancellation. However, if drawings are completed and materials ordered, a refund will be issued minus drawing costs and a 20% restocking fee for materials.
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How to Initiate a Return
What’s the first step to start a return?
To initiate a return, please contact our Customer Service Team at ([FILTERED] during our business hours (Mon–Fri, 8:00 AM – 5:00 PM EST).
How will I get instructions for sending the item back?
Once you contact us, you will receive an email with an RMA number and detailed return instructions within 1–2 business days. It is important to follow these directions carefully to ensure a successful return process.
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Need More Help?
If you have further questions or need additional assistance, we are here to help. You can reach us by calling or by using our online form.