Return Policy

At Timber Build, we strive to ensure customer satisfaction. If the product you receive isn’t what you expected, you may return it for a refund within 30 days of delivery—no questions asked.

However, after 30 days, all sales are final and non-returnable.

Exceptions to Returns

Certain items are non-refundable once production begins or due to their custom nature:

Custom Orders

  • Production Started: Custom orders are non-refundable once production has begun.
  • Production Not Started: If shop drawings have been completed and special-order materials have been secured, but production has not started, you may receive a refund minus the cost of drawing work and a 20% restocking fee for materials.

Special Discounts & Volume Orders

These are non-refundable once production has begun.

Specific Product Options

Wooden Knee Braces, Wooden Corbels, and Rafter Tails with a 1 1/2" or 2 1/2" thickness and either a Smooth or Rough Finish are non-refundable.

Shipping Fees

Shipping fees are non-refundable once the product has been shipped.

Conditions for Return

  • Items must be in their original condition, uninstalled, and in their original packaging (when possible).
  • Products must be securely packaged to prevent damage during return shipping.

Timber Build is not liable for any damage that occurs during return shipping.

Refunds & Credits

Customers may choose to receive a refund or store credit for returned items, subject to the terms above.

How to Start a Return

  1. Contact Customer Service at (770) 406-6646 (Monday–Friday, 8:00 AM – 5:00 PM EST).
  2. You will receive an email with an RMA Number and return instructions.
  3. Follow the provided instructions to complete your return.

For more details, please visit our Returns FAQ page.