Timber Brands customer care
Returns & refunds.
Clear guidance on returns, custom engraved products, and getting help with an order.
Returns at a glance
Custom engraved products
Made for your order.
Non-returnable and non-refundable unless there is a manufacturing defect.
Eligible non-custom products
30-day returns.
Items must be unused and in their original packaging. Contact us for return authorization first.
Delivery problems
Tell us within 7 days.
Report damage, an incorrect item, or missing contents within seven calendar days of delivery.
Custom engraved products
Custom engraved and personalized products are non-returnable and non-refundable unless they have a manufacturing defect.
These products are made specifically for your order using your chosen names, messages, logos, or artwork. We cannot accept a return or issue a refund for a change of mind, a design preference, or an error in the personalization details you supplied.
Please check spelling, dates, quantities, and artwork carefully before placing your order.
If there is a manufacturing defect
Contact our team with your order number, a description of the defect, and clear photos. If the engraving does not match the personalization supplied in your order because of an error by Timber Brands, include a photo of the engraving for review.
Approved manufacturing-defect claims are handled under our Product Warranty. The warranty provides for replacement of a defective item, or a refund if a replacement is unavailable.
Natural materials vary
Normal differences in wood grain, color, and texture are part of the material and are not manufacturing defects.
Non-custom returns
Eligible non-custom products may be returned within 30 calendar days of delivery. Items must be unused and in their original packaging.
Contact our team for authorization and instructions before sending an item back. Include your order number, the item you want to return, and the reason for the return.
This 30-day return option applies to eligible non-custom products. Custom engraved and personalized products follow the manufacturing-defect exception described above.
Report an order issue
Please check your order when it arrives. If an item is damaged, incorrect, or missing, contact us within 7 calendar days of delivery.
Include the following so we can review what happened:
- Your order number.
- A short description of the problem and the affected item.
- Clear photos of the item, engraving, or packaging where relevant.
For a lost or undelivered package, contact us within 7 calendar days of the expected delivery date. See our Shipping & Delivery page for tracking and carrier-claim information.
We will review the issue and explain the next steps. Reporting a delivery problem does not automatically authorize a return or refund.
Delivery reporting and product warranty
The seven-day window is for reporting delivery problems. Manufacturing-defect claims remain subject to the separate 30-day limited product warranty.
How to start a return or claim
Tell us about your order
Use Customer Help or email sales@timberbrandsusa.com. Include your order number, reason for contacting us, and any relevant photos.
Wait for our instructions
Our team will review eligibility and confirm the next steps. If a return is needed, we will provide authorization and the return instructions.
Follow the return instructions
If authorized, pack the item securely and send it to the address we provide. Keep your return tracking details so you can follow its progress.
Approved refunds
Approved refunds are issued to the original payment method. We will email you when your refund has been processed.
Most refunds appear within 5–7 business days after processing, although the timing can vary by bank or payment provider.
For a custom engraved product, a refund is available only under the manufacturing-defect exception and the applicable warranty terms. A change of mind or an error in customer-supplied personalization does not qualify.
If you have received a refund confirmation but do not see the credit after the usual processing period, contact your payment provider or our team for help.
Let’s help with your order.
Have your order number ready. Our team can review your question and explain what happens next.
Contact customer helpMonday–Friday, 9:00 AM–5:00 PM Central Time.
This policy does not limit any consumer rights or remedies that cannot be excluded under applicable law.