- What Is Your Refund Policy?
- What If My Item Arrives Damaged?
- How Do I Check The Status of My Order?
- How Do I Cancel an Order?
- Do You Offer Free Shipping?
- You Don’t Charge Sales Tax?
Many products in the Timberwolf Bay line are hand-made by artisans and craftsmen from around the world using vintage, recycled and natural materials. Therefore, there will be variations in color, size, and finish, as no two products are identical. We believe these irregularities give the pieces character and are part of the design, which enhance the beauty and uniqueness of each piece. If you are unhappy with the variations in your products, please refer to tour Refund Policy.
At Timberwolf Bay, we want you to love your purchase. If for any reason you're not happy with your item, you may return it for a refund of the merchandise total minus shipping charges within 21 days of delivery. All you need to do is contact us first for a Return Authorization Number, and then ship the item back to us in the same condition it was in when you received it (unused and in perfect condition in its original, unmarked packaging). Return credits are issued as soon as the item is received and inspected. There is no penalty or restocking fee charged for return items in new condition, but you will be responsible for outbound and return shipping and delivery charges. Refunds will be issued in the form of a credit back to the original method of payment. Please note that shipping charges are non-refundable.
Orders that are customized/special order are Non Returnable. No Exceptions!
Certain sale items marked Non-Returnable and Gift Cards are ineligible for a refund. If your item is returned not in resalable condition (not new), we reserve the right to charge a restocking fee of up to 20% of your purchase price, or in extreme cases, deny your return.
To return an item, please contact customer service.
If your item arrives in the mail damaged or with parts missing, please notify us within 48 hours so we may schedule a return, or send you replacement parts as soon as possible. If you ordered a large furniture item via Truck Freight or White Glove Delivery, and it arrived damaged, you must write "Package Damaged" when you sign for delivery. If the package looks significantly damaged, you should refuse delivery. If this happens, please notify us immediately so we can expect your return shipment, and so we can reship you a new item. If you already accepted the delivery and noticed damage after your delivery driver has left, please contact us WITHIN 48 HOURS. We usually only have 48 hours to file freight damage claims with our carriers. Once notified, we will have our carrier contact you to pick up the damaged item, and we will send you a replacement as expeditiously as possible.
To check the status of your order, look for your order number in the email we sent you, and CLICK HERE.
To cancel an order, please contact customer service. Please have your order number ready. Please note that if items have already shipped from our warehouse, we cannot cancel your order. You will have to wait until you receive your item, and contact us to schedule a return.
Items marked FREE SHIPPING! on the product page will ship for free! In order to keep your costs down and our pricing simple, we either provide free shipping or, in certain cases, charge flat-rate shipping per order. This charge, if any, is indicated in your shopping cart and covers ground shipping within the continental United States. We won't surprise you with any hidden charges or handling fees. The price you see in the shopping cart is the price you pay, with one exception: if you are shipping an order New York, we are required by law to charge sales tax. You can read more about our shipping policy here.
Please refer to the following chart to understand our Shipping Policy:
Standard Shipping Cost
Exclusions: Certain products we offer do carry associated shipping charges either per item or per order amount. The total item shipping charges, if any, will be detailed on the product page under the “Shipping & Returns” tab, or in the shopping cart page prior to checkout.
Order Amount for promotional shipping doesn't include, and offer doesn't apply to gift cards, bulk orders, applicable shipping charges, or sales tax. Please contact us if you need shipping to AK, HI, or a U.S. Territory, as shipping surcharges will apply. Items that have specific shipping charges are not eligible towards the qualifying amount for the reduced shipping rates or free shipping. Other eligible item(s) in your cart at time of checkout will still count towards the qualifying total.
We do not charge sales tax if you are shipping to anywhere other than an address in Illinois. If you are shipping to an Illinois address, we are required by law to charge sales tax.
Timberwolf Bay is not responsible for individual states' sales tax reporting laws pertaining to online purchases, so we encourage you to check your state's regulations before you shop. Note to customers shipping to Colorado: Pursuant to Colorado law, the purchaser is required to file a sales or use tax return, and may be required to pay sales or use tax on certain items.
Discounts for Interior Designers?
Yes, we do give discounts to Interior Designers. Please contact us at info@Timberwolfbay.com