Refund policy
Return Window
We accept return requests within 15 days of the date your order is marked as delivered. After this time frame, we may not be able to offer a return, exchange, or refund.
General Policy (Final Sale)
Because our items are produced in limited runs and handled with care, all purchases are considered final sale. This means we do not accept returns or exchanges for change of mind, preference, or ordering the wrong item.
Exceptions (When We Can Help)
We can offer a replacement or refund only in the following situations:
1) Lost Packages
If your package is confirmed lost in transit, we will offer a replacement or refund.
2) Damaged on Arrival / Manufacturer Defect
If your order arrives damaged or appears to have a manufacturing defect, please contact us as soon as possible after delivery. We will request clear photos/video of:
- the item
- the outer box/mailers
- any internal packaging
Once reviewed and confirmed, we will arrange a replacement or refund, depending on availability.
Return Eligibility (If Approved)
If a return is approved under the exceptions above, the item must be:
- unused
- in the same condition as received
- with original packaging and all included parts/items
If original packaging is not available, please pack the item securely using a replacement box with proper protection to prevent damage in transit.
Proof of Purchase
To process any return/refund request, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Promotional / Discounted Orders
Purchases made during any promotional sale, discount event, or markdown are final sale and are not eligible for return or refund, unless the item qualifies under the Lost / Damaged / Defect exceptions.
Refund Processing (If Approved)
Once your request is approved and (if applicable) your return is received and inspected, we will notify you by email. Approved refunds will be issued back to the original payment method.
Please allow up to 30 days for the refund to appear, depending on your payment provider and bank processing times.
Late or Missing Refunds
If you haven’t received a refund yet:
- Check your bank account again
- Contact your credit card company (posting times can vary)
- Contact your bank (processing times can vary)
If you still need help, email us at info@timbertide.com.
Shipping Costs (If a Return Is Approved)
If a return is approved, you may be responsible for return shipping costs. Shipping fees are non-refundable. If a refund is issued, return shipping costs (if applicable) may be deducted from the refund amount.
Return Address / Labels
Return addresses may vary depending on the product and location. If a return is approved, the correct return address will be provided in your return instructions and/or return label.
Contact Us
For return/refund assistance, please email: info@timbertide.com
Include your order number, delivery date, and photos/videos (if damaged/defect).