Shipping policy

Shipping Policy

Shipping Options

  • Order Processing: Your order will be processed at our warehouse before being picked up by our shipping partner, usually UPS, Canada Post or sometimes Purolator. A Shipping Confirmation email with tracking information will be sent once your order has been picked up. Please note that the additional factors mentioned below, such as weather, higher-than-expected shipping volume, and other unforeseen delays, may also affect order processing and transit times.

Estimated Transit Time

  • After processing, your order will be picked up by our shipping partners, brought to a local station for distribution, and then transited to you. Typically, orders are in transit for 3-9 business days, depending on your location and the products ordered. Shipping to remote or rural areas may take approximately 3 business days longer for local delivery.

Additional Factors to Consider

  • These transit time estimates are subject to change based on weather, higher-than-expected shipping volumes, or other unforeseen delays. Deliveries in urban centres are likely to be quicker than in rural areas. Remote areas, reserves, and locations requiring ferry access may experience longer transit times. We cannot request our shipping partners to leave your order in a designated area, and unless requested, signatures are not required for delivery.

Order Tracking Information

  • Tracking Notification: A Shipping Confirmation email with tracking information will be sent once your order has been picked up.
  • Order History: Track your order in your order history within the account center.
  • Activation Time: It may take up to 72 hours for your tracking number to be activated.

Shipping Restrictions

  • Single Address Per Order: Each order can only be shipped to one address. To ship to multiple addresses, place separate orders for each destination.

Refused Shipments

  • Return Shipping Cost: If you refuse a shipment and have the package returned to us, you will be responsible for the return shipping costs.

Return Policy

Returns and Exchanges: Timber Roots offers returns or exchanges within 30 days of receiving the order. Customers can return the product for store credit, purchase a different product for the same value, or obtain a refund to the original payment method.


Free Shipping Policy – Canada

Timber Roots is pleased to offer FREE standard shipping on eligible orders throughout Canada's 10 provinces, subject to the terms below.

Free Shipping Coverage

Free standard shipping is available to delivery addresses in:

Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, Prince Edward Island, Quebec, and Saskatchewan.

Territories

Our free shipping offer does not apply to Yukon, Northwest Territories, or Nunavut. Customers in these territories are welcome to order from Timber Roots; however, additional shipping charges will apply. Please contact us for a shipping quotation before placing your order.

Remote and Extended-Service Locations

While free standard shipping is available throughout Canada's 10 provinces, certain remote, rural, or extended-service destinations may incur additional carrier charges due to their location or accessibility.

Where the cost of delivery is substantially higher than our standard shipping costs, Timber Roots reserves the right to apply a reasonable shipping surcharge.

If a surcharge is required, we will contact you before your order is shipped to advise you of the additional cost. No additional shipping charge will be applied without your knowledge.

Oversized or Special-Handling Shipments

Certain unusually large, heavy, customized, or special-handling orders may fall outside our standard free shipping offer. If additional freight charges are required, we will contact you before dispatch.

Delivery

Delivery times vary according to destination, carrier availability, weather conditions, and other circumstances outside Timber Roots' control. Tracking information will be provided where available.

Shipping Costs:  Timber Roots does not charge a restocking fee for returns but does not reimburse return shipping costs or any delivery costs, which remain the responsibility of the customer. Any governmental duty fees, tariffs, and/or customs fees are the customer's responsibility. If  Timber Roots is charged these fees, they may be deducted from the refund amount.

 

  • Exceptions:

    • The product must be in original condition and packaging.
    • Returned items must have no visible signs of wear or use.
    • Timber Roots does not offer prepaid shipping labels; customers must pay return shipping.
    • Original shipping costs cannot be refunded.
    • All custom orders are final sale.

  • Return Process: To initiate a return, email us at info@timberroots.ca

Customer-Nominated Carriers & Freight Forwarders

Customers may elect to use their own shipping carrier, freight forwarder, logistics provider, or other transportation service for an order placed with Timber Roots.

Where a customer nominates or selects their own carrier or freight provider, the following conditions apply:

Carrier selection and contracting
The customer is responsible for selecting, appointing, and contracting directly with their nominated carrier or freight provider. Any contract of carriage, insurance agreement, authorization, acceptance of carrier terms and conditions, or other contractual obligation required by the carrier shall be entered into directly between the customer and the carrier.

Freight charges and insurance
Unless otherwise expressly agreed to in writing by Timber Roots, all freight, cargo insurance, brokerage, customs, duties, taxes, storage, redelivery, remote-area charges, accessorial charges, and other transportation-related costs charged by a customer-nominated carrier are the responsibility of the customer and should be paid directly to the applicable carrier or service provider.

Timber Roots strongly recommends that customers arrange appropriate cargo insurance for the full replacement value of the goods, particularly for international, long-distance, remote-area, or high-value shipments.

Timber Roots' responsibilities
Timber Roots will manufacture and package the goods in accordance with the customer's order and will reasonably cooperate with the nominated carrier in arranging collection. Where applicable, Timber Roots will also provide customary commercial and packing information reasonably required for shipment.

Timber Roots will take reasonable care to ensure that the goods are appropriately packaged and ready for collection at the agreed location and time.

Collection and transfer of risk
Where transportation is arranged using a customer-nominated carrier, Timber Roots' responsibility for the physical custody of the shipment ends when the completed consignment has been collected and accepted by the nominated carrier.

Subject to applicable law and the terms of sale, risk of loss or damage in transit passes to the customer when the customer's nominated carrier takes possession of the consignment from Timber Roots.

Timber Roots will, where reasonably available, retain or request documentation confirming collection and acceptance of the shipment by the carrier.

Loss, damage, delay, or non-delivery
Once a customer-nominated carrier has accepted the shipment, claims arising from loss, damage, delay, misdelivery, non-delivery, or other transportation-related events should be made directly by the customer against the carrier and/or applicable cargo insurer.

Timber Roots will reasonably assist the customer by providing available documentation relating to the manufacture, value, packaging, and handover of the goods where this is required to support a legitimate carrier or insurance claim.

No agency relationship
Timber Roots' communication or operational coordination with a customer-nominated carrier does not constitute an endorsement of that carrier and does not create an agency, partnership, freight-forwarding, or other contractual relationship between Timber Roots and the carrier.

Unless Timber Roots expressly agrees otherwise in writing, Timber Roots acts solely as the manufacturer and supplier of the goods and does not act as the customer's freight forwarder, shipping agent, customs broker, or insurer.

Right to decline shipping arrangements
Timber Roots reserves the right to decline participation in any customer-arranged shipping arrangement where, in our reasonable judgment, the proposed arrangement would expose Timber Roots to unacceptable financial, contractual, regulatory, operational, or other commercial risk. Declining a particular carrier arrangement does not prevent the customer from purchasing the goods where an alternative mutually acceptable shipping arrangement can be established.

Warranty

  • Coverage: Our limited warranty covers 3 years plus an additional 21 days for delivery for all planter boxes and raised garden beds, starting from the date of purchase. All other items are covered by a 1-year limited warranty, beginning on the date of purchase.
  • Scope: The warranty covers structural defects only and does not extend to cosmetic defects such as small cracks, silvering, knot holes, and weathering, which are natural processes for wood products.
  • Remedy:  Timber Roots' liability is limited to repair or replacement of non-conforming products or a refund of the purchase price, at Timber Roots sole discretion. This is the sole remedy for any breach of product quality.
  • Exclusions: This warranty is exclusive and in lieu of all other warranties, express or implied, including implied warranties of merchantability or fitness for a particular purpose.

     

    If you have any questions or concerns, please contact us prior to ordering.