Shipping & Returns Policy

We maintain a large inventory of product in order to reduce shipping times.

In-stock orders take about 3-15 business days to reach a customer. We will notify you if a particular item is not in-stock or if we feel that the item cannot be delivered within the above specified time frame.

For small packages, we ship via US Postal Service. Larger items are shipped via a Freight Forwarder.

We reserve the right to choose which freightway that carries your shipment. We do not, however, control the shipping companies (freight or courier). Once a shipment is in the hands of the delivery company, we cannot change shipping addresses, we cannot make a delivery happen on a certain day or a specified time, and we can only approximate delivery times as we only have the information the delivery company makes available to us. Please understand that our staff would love to have more direct control over shipments so that we could ensure an amazing customer service experience every time.

Remote or hard-to-reach areas may incur additional shipping fees. This applies to Free Shipping and regular shipping orders. If this is the case with your order, a Customer Service representative will contact you promptly to notify you of any additional charges.

It is the customers responsibility to inform us of any problems with delivery at the time of purchase. Woodchimney.com is not responsible for shipping costs on merchandise not delivered due to a shipping companies inability to deliver to a particular location. Certain circumstances may include but are not limited to: narrow or winding roads, dirt or gravel roads, and vacant establishments. In-home delivery is neither implied nor offered without additional charge, and is not necessarily available even if the customer is willing to pay more for it.

If an item is shipped and returned because it is not deliverable due to an incorrect address, the customer will be responsible for shipping both ways. Orders for larger items that must ship freight require the shipping company to contact the customer prior to delivery. If the product is returned because the freight company could not reach the customer, this will be considered a return, and the order will be subject to our regular return policies.

A tracking number will be emailed to you on the day your order leaves our facility.

Items that do not qualify for free shipping

Certain items do not qualify for free shipping. These items are clearly marked on their respective product pages and at checkout the Free Shipping option will not be available.

Freight Shipments

All freight shipments, unless specifically denoted, are curb-side shipments. All larger shipments, shipped via freight carrier, will require a signature at the time of delivery. If you authorize the shipping company to leave the delivery without a signature, woodchimney.com cannot be held responsible for damages or loss that may occur during delivery.

Delivery Inspection

Over 98% of deliveries arrive at your location without and damage and are signed for without incident.
For your protection, we ask that you please inspect the packaging and the contents carefully

You have 3 business days to call us at (844) 705-9663 to report any damage.

If you authorize the delivery company to leave your order without a signature, woodchimney.com cannot be held liable for any damages or missing pieces. Leaving a note is the same as signing for your products in good condition.

If you notice exterior damage:
Open the box and inspect for concealed damage before signing the delivery receipt.

If you notice external damage and the delivery driver will not allow you inspect the inside of the package or the driver will not let you note “damaged” on the delivery receipt, call us immediately at (844) 705-9663. If you are unable to reach us, you should refuse the shipment. Doing this will not invalidate your order and we will still work diligently to get your order to you in good condition as quickly as possible.

Note any damages to the packaging or products on the delivery receipt by specifically writing the word “Damaged” before signing.

By signing your delivery receipt without documenting any damages legally means that you have accepted the freight in good condition.

If there is no visible external damage, please sign for your freight.

Return & Refund Policy

Although we hope you are pleased with all of our products we understand that under certain circumstances products may need to be returned.

Returns are accepted up to two weeks after an order is received. The customer is responsible for shipping items back to our warehouse. Product must be in the same condition it was received in, refunds will be issued once we have received the product back into our warehouse. Some items may be subject to a 20% restocking fee.

Please note no refunds will be accepted without prior approval.

If you need to make a return please submit our Return Request Form.