Timber & Pine Designs strives to make all our customers happy, but given the custom nature of our business, refunds are not an option.
Due to the custom nature of our business, our items are made to order and therefore cancelling an order for a full or partial refund is not an option.
If a piece is approved to be brought back for repairs, modifications, re-staining or painting or re-building, full payments are required in advance.
Timber & Pine Designs accepts cash, Debit, and e-transfer as valid methods of payment.
Customers can elect to also pay via Visa or Mastercard but will be charged a 2.5% service fee upon doing so. All credit card payments must be done in person.
A 50% deposit is required with the balance due upon pick up of the item, or before a scheduled delivery.
Timber & Pine Designs reserves the right to alter the payment policy at the discretion of management.
Local Pick-up and Delivery Policy
Clients choosing to pick up their order from Timber & Pine Designs are responsible for the handling, safe-transport, and care of furniture including loading and unloading, the packing/wrapping of the product, as well as any necessary assembly or disassembly. Timber & Pine Designs assumes no responsibility for any injuries sustained or damage done to a product while being picked up by a client. It is the responsibility of the customer to bring the necessary manpower to load the furniture into their vehicles.
If a customer picks up an order(s), it is the responsibility of the customer to thoroughly inspect all the furniture on the order(s) before loading the furniture. When the order leaves Timber & Pine Designs, it is assumed that the piece of furniture was received in good condition.
Timber & Pine Designs may provide delivery services for an additional charge. Timber & Pine Designs will do its utmost to ensure safe handling and transport of its product. Timber & Pine Designs will not bring the product into a customer’s home – the delivery is considered a curbside delivery. Upon prearranged special circumstances, if the product is needed to be brought into the client’s home, Timber & Pine Designs is not responsible of moving any of the clients’ furniture/possessions or if any damage is incurred.
Timber & Pine Designs is not responsible if the furniture does not fit inside the house. It is the responsibility of the client to measure in advance and ensure that everything will fit. We can provide our advice on weather an item can fit, but it is still the client’s responsibility. Timber & Pine Designs is to be paid in full even if the furniture does not fit inside the house or room.
Anticipated delivery dates are approximations and given in good faith. However, the lead time can change depending on the availability of materials and other factors. Therefore, delivery dates cannot be guaranteed, and delays may occur. If an order delivery date falls outside of the lead times given, this does not result in the cancellation or refund of an order.
We will do our best to keep you informed of such delays.
Long Term Storage
Unless long-term storage was arranged at the time of placing the order, Timber & Pine Designs does not offer long-term storage. Once the furniture is complete, the customer will have a 2-week grace period to pick up the furniture. Timber & Pine Designs does not offer packaging of its furniture for storage, its the client’s responsibility to arrange packaging.
Pricing & Modifications
A 50% deposit is required to secure a current price.
If after a deposit is made, changes are requested by the customer, the customer is to pay for the full cost of the changes, leaving the remaining balance due upon pick up.
Sales Price Matching
Timber & Pine Designs does not offer price matching on items that become available for sale at a later date. The reason why is that we pre-order lumber at discount rates during that time.
Timber & Pine Design's Guaruntee
Timber & Pine Designs stands behind the quality of its workmanship and manufacturing. Our furniture undergoes rigorous quality control inspection before leaving the factory and as such, we aim to deliver a high-quality product every time.
Natural hardwood is an organic material and as such, every piece produced by Woodcraft is unique in character and appearance. Knots, unique grain patterns and other striations in the wood can all be present in solid wood and are not considered to be a defect. Therefore, it should be understood that: aging, the contraction and expansion of wood, and differentiation amongst grain and appearance are to be expected. These natural characteristics of solid wood are not considered manufacturing defects, and therefore, if they are present on a piece of furniture, they are not grounds for refunds, replacements, or cancellations.
In addition, extensions, doors, drawers and any other cabinetry or parts that attach to the pieces may not always be 100% flush or aligned. While our team is highly skilled, solid wood is an organic material and depending on the surrounding environments, it will contract and expand slightly; this is the nature of the material we are working with and cannot be avoided or corrected.
Extensions on tables are meant to be used occasionally and are not intended to be placed in the table for extended periods of time. Furthermore, extensions are not perfect due to the expansion and contraction of wood. This means that either the width of the end extensions might not be the same width as the table (they are expanding and contracting at different rates). Also, the extensions might not be completely level with the top of the table. This is because the extensions grain direction runs perpendicular to the top and because of the same expansion/contraction issue discussed above. Furthermore, as we are experiencing hotter summers and colder winters, the humidity that tables are exposed will only further highlight the limitations of extensions. Should these issues above arise, they are not manufacturing defects but rather the reality of working with an organic material that is constantly adjust to the climate around it.
The beauty of wood is that every piece is different. Clients must expect variation and natural anomalies such as knots, unique grain patterns and other striations in the wood. These naturally occurring anomalies are not considered manufacturing defects and are not ground for refunds, replacements, or cancellations.
Because each piece of wood is different and therefore, each piece of wood will absorb the stain slightly differently, there will be an acceptable range of colour variation within the boards that make up a piece. This is not a defect but the result of working with a natural product. Timber & Pine Designs does its best with blending the variation towards uniformity, but uniformity cannot be guaranteed.
To that end, Timber & Pine Designs offers a 1-year warranty on our furniture that covers against manufacturing defects.