Shipping Policies

Shipping Confirmation and Order Tracking

Please see our Processing Time for current turn around time. Once shipped, all Canadian and American orders will have a tracking number that will be sent to the email that was provided to us at checkout. Please check your junk folder, as they sometimes end up in there. You can use this number to track your item. All orders are mailed from Hamilton, Ontario.

Delayed, Stalled or Lost Parcels

If your tracking information has reported a successful delivery but you have not received it please contact UPS at 1 (800) 742-5877 or Canada Post at 1-866-607-6301. Please understand that we cannot take responsibility for lost/missing packages that have been successfully delivered to the shipping address provided with your order. Please contact your carrier, as they can check the geotag of the delivery scan and escalate an investigation on your behalf. We do not issue refunds on lost packages that are marked delivered.

We are not responsible for delayed parcels. We have tracked insurance on all parcels. All packages are delivered through Canada Post or UPS. If you haven’t received your order within 20 days of receiving your shipping confirmation email, please contact us with your name and order number, and we will look into it for you. Please note, a parcel must be delayed 21 days before the shipping company will consider it lost due to delays. 

Return to Sender

If a parcel is returned to Timberwood Designs due to an incomplete shipping address provided at the time of order, all associated costs to return package and re-ship the item will be paid by the customer.

Damages

Please ensure you inspect your parcel upon its arrival. If there are any issues with your order or if you received your order damaged, please contact us immediately so that we can file a claim on your behalf. You must provide photos of the packaging material, the damaged box and broken goods in order to receive a new product. You must contact us within 14 days from the date of delivery. If 14 days have passed since the date your order was marked delivered, unfortunately we are unable to assist further.

Please see the photo documentation guidelines.

 Free Shipping!

• Free shipping is valid on orders over $199+ CAD, shipped to a single Canadian or U.S. address, after promotions and discounts are applied. Shipping fees and taxes do not qualify toward the minimum purchase requirement. Eligible customers must select this option during checkout in order to receive free shipping.
• All shipments in Canada and the United States will receive a tracking number, which can be used to follow your package to the destination, unless lettermail is selected at checkout. 
• Packages will be shipped through Canada Post and UPS.
• Offer and delivery times are subject to change without notice*

Destination	Service	Average Delivery Times + COVID 19 Delays
Canada	Canada Post/UPS	4-9 Business Days
United States	Canada Post/UPS	4-19 Business Days

 Shipping to Canada

• Canada Post and UPS Expedited Shipping are our default shipping method
• Packages will be shipped through Canada Post or UPS (full tracking included 4-9 business days)
• Offer and delivery times are subject to change without notice*

Shipping to the United States

• UPS and USPS Standard (full tracking included 4-6 business days) 
• Offer and delivery times are subject to change without notice*

Worldwide Shipping 

Services	Projected Arrival	Tracking and Delivery
Tracked Packet International	6-10 days (no guarantees)	Tracking and delivery confirmation
Xpresspost International	4-7 days (no guarantees)	Tracking and delivery confirmation

• Damage is NOT covered for worldwide shipments and repairs are at the expense of the customer.
• Offer and delivery times are subject to change without notice.

Customs, Duties, and Taxes

Timberwood Designs is not responsible for any taxes and/or customs duties in the country of destination of the Products. Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility. You should check with any related authority of your country (or the designated country of the order) for any charges required to receive the goods you order from Timberwood Designs.

The customs duties are different for each country, please contact your local customs office for more information.

Timberwood Designs is not responsible for these charges, and will not refund item(s) returned to us due to unaccepted/undelivered and/or any other reasons.

* Delivery times are always estimated and never guaranteed. With safety measures still in place for COVID-19, shipment processing times will feel this impact. Our postal services would appreciate your patience as they do their best to process our shipments as quickly and safely as possible.

Social Media Policy

We absolutely love seeing photos of your nurseries that feature our name signs, scripts and decor on our social media platforms and when you tag our account @timberwooddesigns. Please note that use of the hashtag #timberwooddesigns or tagging @timberwooddesigns on your photo, will be taken as permission to share the image(s) on our social media channels and for use in additional marketing materials - including but not limited to, Instagram, Facebook, Pinterest, TikTok, Website and email etc.