Returns Policy

If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail what your RMA Number is so your return will be accepted. Once your return is qualified your refund will be processed in the shortest amount of time possible.

By placing an order on this web site, you indicate that you have read and agree to the following return policies and conditions.

If your returned product does not match all applicable criteria listed below, it will be rejected by our designated warehouse and returned back to you at your cost. Consequently, your RMA will be nullified, any credit request will be denied and replacement orders will not be made.  By requesting an RMA and/or shipping a return in violation of this policy you hereby agree to accept our shipment of the return back to you and to the payment of all shipping costs to and from our designated warehouse.  Please understand that our suppliers, manufacturers and discount prices allow us no room to make exceptions.

All returns must include the following:

1.      Original product packaging (manufacturer's box, styrofoam, plastic bags, etc.) with intact UPC barcode. Removal of the UPC code or marking on the product packaging voids any possibility of return regardless of RMA or credit request status.

2.      Product must be in re-saleable condition and un-altered in any way.  Any evidence of broken seals or opened lids, particularly on liquid products, constitutes a used product and cannot be returned as new.  Returns of this nature are at the sole discretion of Timberwood Supply and/or their designated agent. 

3.      Original packing slip. Do not mail or dispose of the packing slip (for rebates) until you have examined the product to your satisfaction.

4.      Valid Return Material Authorization (RMA). Prior authorization from Timberwood Supply in the form of a RMA (Return Material Authorization) must be obtained before returning any merchandise.  Please note that the return shipping address may be different than what is listed on the original order or the packing slip.

5.      The RMA number must not be written on the original manufacturer's packaging or box. Please write the RMA number on the label used to return the item or the brown shipping box. Items received with any writing on the original manufacturer's packaging or box will be refused and returned to you at your cost and without credit approval.

Basic Return Policy

·          Unless otherwise stated below, you have 14 days from the date your product left the originating warehouse (regardless of when you actually took delivery of the product) to get a valid RMA and get your product to a shipper.  It does not have to be back to the warehouse within 14 days, but it does have to be in the possession of a traceable shipper (along with the valid RMA). RMA’s must be valid, unexpired, and issued for the product being returned. Only one RMA is issued per order.

·          If products are returned after 14 days a 15% restocking charge will be applied to stock items, and a 25% restocking charge will be applied to non-stock and special orders,  (unless prohibited by law), except for defective products (see Special Returns Policy for Defective Products below).

·          Any restocking charges incurred by Timberwoodsupply.com by represented suppliers will be passed on to the customer.

·          Returns of broken cases will result in a 30% restocking charge.

·          Except as provided for verified defective products (See Special Returns Policy for Defective Products below), you will be responsible for all shipping charges for returns sent to the warehouse of our choice.     

·          Upon our acceptance of the merchandise in like new condition in strict conformance with the basic criteria and basic returns policy, the purchase price will be credited to the credit card or payment account used for the original purchase.

·          Please allow up to 10 days from shipment for your return to arrive at our designated warehouse as delivery times vary based on shipper selected.  Your return will be processed within 1-5 business days (excluding Saturdays, Sundays, and holidays) after receipt of the item.

Special Return Policy for Defective Products

We gladly accept defective products however they can only be returned in exchange for the exact same product, unless authorized independently at Timberwood Supply’s sole discretion.  Defective products may only be returned within 14 days of the date your product left the warehouse (regardless of when you actually took delivery of the product).  Product returned that has been frozen or altered due to temperature cannot be qualified as a defective product.

Once your return is processed, and is verified to meet the basic criteria above and to be defective, your replacement order will be processed.  How quickly your replacement product ships may depend on product availability.

For products that we verify to be defective, we will reimburse you for your additional shipping expenses, provided that your defective return is shipped via ground shipment only.  If you return your product by any other means via a faster, more expensive shipper, you will incur the expenses yourself.

Timberwood Supply, in its sole and absolute discretion, shall be the sole determiner of whether a product is indeed defective.

Risk of Loss

The risk of loss for any product being returned shall be the sole responsibility of the original purchaser at all times during the shipment process.  Title to the product being returned will remain with the original purchaser at all times and transfer from the original purchaser to the original distributor only upon receipt and acceptance of the products by authorized distributors.

For your added protection we recommend that you fully insure the package you are returning. This is for your protection in the event the package is lost or damaged in transit.  We suggest that you use a “traceable carrier” that can provide you with “proof of delivery.”  Insurance fees, paid for by anyone, are non-refundable.