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Shipping and Returns Policy

1SR. Return Policy

NO QUESTIONS ASKED MEANS NO QUESTIONS ASKED: We keep things simple because we know what it’s like to be in your shoes. Everyone at Timber Build is committed to making sure customers are satisfied with our products and happy with their purchases. If your product is not what you expected, you are free to return it within 30 days of the date you received product(s) at your shipping address, no questions asked. We have a generous return policy, but all sales are considered final and non-returnable after 30 days. Custom orders, Special discounted products and Volume priced orders are non-refundable once production has begun. Shipping Fees are non-refundable on all orders once the product(s) have been shipped. You may return all standard products if they have never been installed and are in good condition for refund or store credit. Return and Exchange policy FAQ 

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2SR. Shipping Cost

Standard Orders** - Product will be made to according specifications listed on product page and 5TU. Consumer Agreement

Custom Orders*** - Made to order, according to the customer's specifications and 5TU. Consumer Agreement

3SR. Shipping times for most products

Timber Build understands that getting your product quickly is important to you. We make every effort to process your order as quickly as possible. However, many product(s) are made to order and require time to manufacture. For product(s) already in stock, shipping can occur within a day or two, but for product(s) not in stock or for custom orders, shipping can take up to 15 BUSINESS DAYS after you place your order. Custom and large orders take more time to be processed and manufactured. If we have any problems getting your product to you within the timeframe above, we will notify you by phone and/or email with the shipping date.

Rush order - If you want to place a “Rush” order, please make this clear to us when you order, but be aware that additional charges will be added both to the order and to shipping.
You will receive a set of 3 status emails when you place an order with Timber Build:
Awaiting Fulfillment - We have received your order and payment has been received successfully. The order will now go into production, or will be pulled from the stock in our warehouse.
Awaiting Shipment - Product is ready for packaging.
Shipped - Shipping label was created for your package and is ready for pickup from the carrier (you will receive email from us with the tracking number).

4SR. Cancellation

Cancellations on stock product(s) prior to beginning production will result in a full refund. All custom orders are non-refundable after the order has been processed and paid for.  Once the order has been placed to your specifications, Timber Build will provide shop drawings to you via email for your review.  You will need to accept or decline the drawings as shown in the email within 15 days, otherwise the order will be sent to production based on the original specifications that were confirmed when the order was placed. The products will then be manufactured to those specifications and shipped when completed. 

5SR. Manufacturing defects

We will provide free replacements for manufacturing defects. You must email us at support@timberbuild.com a digital picture of the defective product(s) within 3 days of receiving the product(s) from us. Please learn more from 5TU. Consumer Agreement.

6SR. Refund

You should expect to receive your refund within four weeks of giving your package to the return shipper. However, in many cases you may receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank or credit card to process our refund request (5 to 10 business days).