Refund policy

Returns & Exchanges

We offer a 14-day return policy on eligible items, which means you have 14 days after receiving your order to request a return.

To be eligible for a return:

  • The item must be unused and in its original condition

  • Returned in original packaging

  • Proof of purchase is required

Non-Returnable Items (Important)

Due to the nature of our work, the following items are final sale and not eligible for return or exchange:

  • Made-to-Order items

  • Personalized or custom engraved products

  • Sale or discounted items

  • Gift cards

These items are crafted specifically for you and cannot be resold.

How to Start a Return

To request a return, please contact us at:
info@tuftandtimberco.com

If your return is approved, we will provide:

  • Return instructions

  • A return shipping label (when applicable)

Returns sent without prior approval will not be accepted.

Return Address:
5540 Centerview Dr Ste 204
PMB 316990
Raleigh, NC 27606-8012

Damaged or Incorrect Items

Please inspect your order upon delivery.

If your item arrives damaged, defective, or incorrect, contact us within 48 hours of delivery with:

  • Your order number

  • Clear photos of the item and packaging

We will evaluate the issue and make it right.

Shipping Issues & Lost Packages

Once an order has shipped, we are not responsible for:

  • Carrier delays

  • Packages marked as delivered but not received

  • Issues caused by incorrect or incomplete shipping addresses

If a package is returned due to an address error, the customer is responsible for reshipping costs.

Exchanges

We do not offer direct exchanges.

If your item qualifies for a return, the fastest way to receive a replacement is to:

  1. Complete the approved return

  2. Place a new order once the return is processed

Refunds

Once we receive and inspect your return, we will notify you of approval or denial.

If approved:

  • Refunds are issued to the original payment method

  • Please allow 5–10 business days for your bank or card provider to process the refund

If more than 15 business days have passed since approval, please contact us at info@tuftandtimberco.com.