Refund policy

Timber & Tide Return and Refund Policy Last Updated: June 17, 2026

At Timber & Tide, we handcraft each piece with care in our Oregon workshop—cozy, useful, beautiful items inspired by the Pacific Northwest, books, and simple home joys. We stand behind our quality and want you to love what you receive. This Return and Refund Policy is designed to be fair, transparent, and straightforward while protecting our small family business. Please read it before purchasing.

Eligibility for Returns

You may return eligible items within 7 days of the delivery date for a refund to the original payment method, an exchange, or store credit.

Eligible items must meet all these conditions:

  • Unused, unworn, and in new, original condition.
  • Returned in the original packaging with all tags, labels, instructions, and accessories intact.
  • Accompanied by proof of purchase (order number from your confirmation email or packing slip).
  • Postmarked within the 30-day window.

Returns are accepted on most in-stock, non-custom items such as standard bookmarks, keychains, herb strippers, notepads, games, stock fishing lures, thumb page holders, and complete book bundles (if all components are unused and in original condition).

Items Not Eligible for Standard Returns (Final Sale)

The following are generally final sale and not eligible for return, exchange, or refund unless they arrive damaged or defective (see Damaged or Defective Items section below):

  • Custom, personalized, or made-to-order items, including but not limited to: custom acrylic signs (e.g., arched “Let’s Connect” or Salon 456-style rose gold mirrored signs), engraved bookmarks/coins/clips/F1 holders with specific names, words, phrases, or designs, personalized jumbo clips (e.g., faith words like ABIDE, MERCY, GRACE with cottagecore icons), custom or made-to-order book bundles / Date Night with a Book orders, and any item personalized or assembled to your specifications.
  • Sale, clearance, or final-sale marked items.
  • Items that have been used, washed, altered, personalized by you after receipt, or damaged by the customer or carrier after delivery.
  • Partial returns from bundles (contact us; we may offer prorated credit or other options at our discretion).
  • Any item where production or customization has begun.

If you are unsure whether an item qualifies, please contact us before purchasing.

Custom and Personalized Orders

Because many of our products involve handcrafting, materials, and time invested specifically for you:

  • Cancellations are welcome within 48 hours of order placement if production has not yet started. You will receive a full refund (minus any non-refundable processing fees if applicable).
  • Once we begin production (usually within 1–3 business days), custom orders are non-cancellable and non-refundable.
  • We will notify you via email if production has started on a custom order.
  • If a custom item has a manufacturing defect from our workshop, we will resolve it promptly (replacement, repair, or refund/credit at our discretion—see Damaged section).

Damaged, Defective, or Incorrect Items

We inspect every order before it leaves our Oregon workshop. If something arrives damaged, defective, or incorrect:

  1. Contact us within 14 days of delivery with clear photos of the issue, your order number, and a brief description.
  2. We will respond quickly (usually within 1–2 business days) and provide options: prepaid return label (if needed), replacement, or other resolution.
  3. We prioritize making it right—often with a replacement or store credit for fast, low-hassle resolution. Full refunds are also available.

Lost or stolen packages after the carrier marks them delivered are generally the responsibility of the carrier/recipient. We will assist with claims where possible.

How to Request a Return, Exchange, or Report an Issue

  1. Email us at hello@timberandtide.studio (or reply directly to your order confirmation email) including:
    • Your order number
    • Clear photos (especially for damage/defects)
    • Reason for the request and preferred resolution (refund, exchange, or store credit)
  2. We will review and send return instructions, a Return Authorization (RA) number if needed, and any prepaid label (for defects/our error).
  3. Securely repackage the item(s) in the original or protective packaging.
  4. Ship to the Oregon workshop address we provide.
  5. Once we receive and inspect the return (typically 3–7 business days after arrival), we will process your request and email confirmation.

Important: Do not ship a return without prior approval and instructions from us.

Return Shipping Costs

  • Standard returns (change of mind, size/fit preference, etc.): The customer is responsible for return shipping costs. We recommend tracked and insured shipping for your protection.
  • Damaged, defective, or our error: We provide a prepaid return label or reimburse reasonable documented shipping costs.
  • Exchanges: We may offer free or reduced return shipping at our discretion to help you find the perfect item.

As a small handmade business, we do not offer free returns on every order, but we strive for fair, transparent, and caring resolutions.

Refunds, Store Credit, and Exchanges

  • Refunds are issued to the original payment method. Processing typically takes 5–10 business days after we receive and approve the return (plus any additional time your bank or card issuer may require—usually a few extra days). You will receive email confirmation when processed.
  • Store credit is often available and encouraged (it never expires and supports future cozy finds). We may offer a small bonus (e.g., extra value) on credits in some cases—ask us!
  • Exchanges are welcome for available items of equal or greater value (you pay any difference). Subject to stock.
  • We generally do not charge restocking fees on approved returns in good condition. In rare cases involving bulky items or exceptional circumstances, a small fee (e.g., 10%) may apply and will be disclosed.
  • Bundles: Complete unused bundles are eligible. Partial bundle returns are handled case-by-case (prorated credit or other options possible).

Order Cancellations

  • Before fulfillment/shipping: Contact us immediately for a full refund.
  • After shipping: Treated as a return under the policy above.
  • Custom orders: See the Custom section (48-hour window before production).

International Orders

We primarily serve customers in the United States. For international orders:

  • Returns are possible but often costly.
  • You are responsible for all return shipping, duties, taxes, and any import fees.
  • Processing times are longer.
  • Please contact us before initiating an international return.

Gifts

The purchaser or gift recipient may request a return per this policy. Include gift receipt or order details when contacting us.

Our Quality Promise and Legal Information

Every Timber & Tide item is made with intention and care. This policy reflects our commitment to quality and fair dealings. It does not waive any rights you may have under applicable U.S. or Oregon consumer protection laws regarding defective or misrepresented goods. We honor our promises and applicable warranties.

We prefer to resolve issues directly and amicably via email. Please reach out before initiating a chargeback so we can make things right.

Policy Updates

This policy is effective as of the Last Updated date and applies to orders placed on or after that date. Orders placed before follow the policy in effect at the time of purchase. We may update this policy; any changes will be posted here.

Frequently Asked Questions (FAQ)

Can I return a custom engraved sign, personalized clip, or made-to-order bundle? Custom, personalized, and made-to-order items are final sale once production begins. Cancellations are accepted within 48 hours if production has not started. Defects from our workshop are resolved under our damaged/defective process.

How long do I have to return an item from Timber & Tide? 30 days from the delivery date for eligible (non-custom/final-sale) items in original condition.

Who pays for return shipping? You pay for standard returns. We cover return shipping (or provide a prepaid label) for damaged, defective, or incorrect items, or at our discretion for exchanges.

Can I return a book bundle or Date Night with a Book set? Yes, if the complete bundle is returned unused and in original condition within 30 days. Contact us for partial options or questions.

What if my item arrives damaged? Contact us within 14 days with photos. We’ll make it right—usually with a replacement, credit, or refund, and we handle return shipping.

How long until I receive my refund? 5–10 business days after we receive and inspect your return, plus any time your payment provider needs.

Do you offer exchanges? Yes! Contact us to arrange an exchange for available items.

What is your policy on lost packages? Once the carrier marks a package as delivered, responsibility generally shifts to the recipient/carrier. We assist with claims where possible.

Contact Us

We’re here to help and want every customer to feel supported.

Email: hello@timberandtide.studio (or reply to your order confirmation email—this is the fastest for returns)

Website contact form: Available on Contact – Timber & Tide

Social: Message us on Instagram or Facebook for quick questions (email preferred for formal return requests)

Thank you for supporting our small Oregon family business and choosing handmade. We appreciate you!