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FAQ

Return Policy

Because most of our items are built to order, all cancellations or order changes will be subject to approval. A 15% restocking fee will be charged on all approved cancellations. This fee will also be charged on approved order changes if production of the items has already begun. Custom items may not be cancelled.

Due to the high cost of shipping, returns are not accepted. However, our items are covered by an exceptional warranty and customer satisfaction is our number one concern.

Payment Policy 

We accept Visa, Mastercard, Discover, American Express or Paypal online. If you order by phone or email, you may also pay by check, check by phone or money order. Payment must be received within 5 days of order. We will begin processing your order as soon as payment is received.

The GoodTimber is not required to collect sales tax on orders that are shipped outside the state of Utah. If you will be picking up your items or if they will be shipped within the state of Utah, sales tax of 6.35% will be added to your order when it is processed.

Shipping Policy

Shipping to the lower 48 states only. If you require shipping elsewhere, you will need to contact us for a shipping quote as additional charges WILL apply. We ship by Fed Ex, UPS or freight carrier. All items that meet the dimension limits will be shipped by Fed Ex or UPS unless they are part of an order consisting of larger items that must be delivered by freight carrier. Items shipped by freight carrier will be delivered curbside and you will need to be present to sign for and unload the items.

Transit times average 3-10 business days. Please add this to any construction time stated in the listing to give you an estimated delivery date. We cannot guarantee precise delivery dates. If you have a specific time frame in which you need your items delivered, please discuss this with us at the time of your order.

We will notify you by email when your order ships. Please be sure to provide a valid email address when placing your order as this is the email address we will send your notification to. Orders shipped by freight carrier will include your contact phone number on the bill of lading and will be used by the freight carrier to schedule the appointment for delivery with you. Again, please be sure to provide a valid phone number when placing your order so you can be easily reached to arrange a delivery time.