Refund policy

All Sales are Final on Personalized Items.

Refund Policy for Non-Personalized items:

Timberwood will gladly accept returns on ready-to-ship items (non-personalized) such as cake toppers, milestone disc or stackers, for a refund on purchases made through our website www.timberwooddesigns.ca. Please be aware, shipping to return an item is at the cost of the customer and a 10% restocking fee will apply. Refund will be issued after inspection of the product has been taken place. Timberwood Designs is not responsible for items lost in the mail and we strongly encourage adding tracking and insurance to your item. 

To initiate the refund you can contact us via email at: hello@timberwooddesigns.ca.

If your refund is approved, we will send you a mailing address for you to ship the products to. Please note, you must request a refund prior to shipping, otherwise they will not be accepted. Cost to ship the return is at the expense of the customer and will include a 10% restocking fee.

Once the return has been received, we will email you confirmation and the refund process will begin on your original payment method. Please remember, it can take upwards of 10 business days for this refund to reflect onto your credit card.

All Sales are Final on Personalized Items

Every piece we create is made custom and to order, therefor all sales are final. In some cases a cancellation request can be made by email to hello@timberwooddesigns.ca but if we have already begun your order we may not be able to cancel, or fees will apply*.  

We use solid hardwood to make our name scripts. Please note that every piece will vary in appearance. Solid hardwood products may have knots and other imperfections. We also can not control the grains of our pieces. Some have little variation and some pieces have a lot of variation. There will be no refunds due to wood grain, knots or other natural imperfections in the wood.

We created our own proprietary font and provide an alphabet for viewing on our listings. This is our set font and always created in lowercase. If you wish to view additional names not shown on our website, please see our instagram.  

We use a high powered laser to cut plaques and cake toppers pieces. Some of our products will have laser burnt edges.

Due to these uncharted times, we can not guarantee turn around times and we will not be issuing refunds if we exceed the estimated turnaround time listed in the product descriptions. 

*If a cancellation is agreed upon by both parties, purchaser will incur the costs to process both the refund and the original transaction. The original posted charge will not be fully reimbursed.

Exchanges

We do not accept exchanges. 

Keep in mind: gift cards cannot be returned or exchanged.