Return Policy

Effective Date: October 23, 2025

At Timber Build, we strive to ensure customer satisfaction with every order. If the product you receive isn’t what you expected, you may return it for a refund or store credit within 60 days of delivery — no questions asked.

After 60 days from the date of delivery, all sales are final and non-returnable.

All orders placed on or after October 23, 2025 are subject to these updated terms. Orders placed prior to October 23, 2025 remain governed by our previous Return Policy, which allowed returns within 30 days of delivery.

Exceptions to Returns

Certain items are non-refundable once production begins or due to their custom nature:

Custom Orders

  • Production Started: Custom orders are non-refundable once production has begun.
  • Production Not Started: If shop drawings have been completed and special-order materials secured, but production has not yet started, a refund may be issued minus the cost of drawing work and a 20% restocking fee for materials.

Special Discounts & Volume Orders

Orders placed under special pricing, promotions, or bulk/volume terms are non-refundable once production has begun.

Specific Product Options

Wooden Knee Braces, Wooden Corbels, and Rafter Tails with a 1½" , 2½" or 4½" thickness and either a Smooth or Rough Finish are non-refundable due to their made-to-order nature.

Shipping Fees

Shipping fees are non-refundable once a product has been shipped. If a shipment is refused or returned due to an incorrect address or lack of acceptance, the original and return shipping costs will be deducted from any eligible refund.

Conditions for Return

  • Items must be in their original condition, uninstalled, and in their original packaging (when possible).
  • Products must be securely packaged to prevent damage during return shipping.
  • Timber Build is not liable for any damage that occurs during return shipping. We recommend using a trackable and insured shipping method.
  • All returns are subject to inspection before a refund or credit is issued. Items showing signs of use, alteration, or installation will not qualify for return.

Refunds & Credits

Once your return is received and inspected, you will be notified of the approval or rejection of your refund. Approved refunds will be processed to your original method of payment or issued as store credit within 5–10 business days.

If your item is returned outside of the 60-day window or fails inspection, it may be shipped back at your expense.

How to Start a Return

  1. Contact Customer Service at (770) 406-6646 (Monday–Friday, 8:00 AM–5:00 PM EST) or through our Contact Form. From the Subject dropdown menu, select “Start a Return.”
  2. You will receive an email with an RMA Number and return instructions within 1–2 business days.
  3. Follow the provided instructions carefully to complete your return. Unauthorized returns without an RMA Number may not be accepted.

Important Notes

  • All products are subject to natural wood variations in color, grain, and texture. These variations are not considered defects and are not grounds for return.
  • Custom dimensions, finishes, or other made-to-order modifications fall under Custom Order terms above.
  • This Return Policy does not affect your statutory rights under applicable consumer protection laws.

For more details, please visit our Returns FAQ page.

Last updated on October 23, 2025 – Revised Return Policy (60-Day Window)