+ ORDER RELATED
How do I check the status of my order?
Simply email firstname.lastname@example.org and mention your order # with any questions about your order. We will respond to your concerns within 72 hours or less.
After an order has been placed, it is promptly sent to our fulfillment center where we will ship your item(s) within 3-5 business days.
Do you deliver products internationally?
Wooden Nation successfully ships many products worldwide each day. We have many happy customers in every corner of the globe.
How do I place an order?
Simply click on the item you want, choose your style from the dropdown menu on the product page, select your desired quantity then click the “Add To Cart” button and follow the simple steps to complete your order. We’ll prepare your order and send you a follow-up email with your tracking number upon request.
I’ve received one item but not the other(s) from the same purchase?
Since items may ship directly from the manufacturer or from different warehouses, your purchase may arrive in more than one package. Please allow 3-4 weeks for delivery after processing.
Why didn't my order go through?
If your order did not go through or didn’t receive confirmation, it probably means your card was declined. Here are a few reasons why that may have happened.
1. Your credit card is expired.
2. Your account has insufficient funds.
3. Your card was reported as stolen or frozen.
If you are using a debit card, be sure it is backed with Visa/Mastercard logo and has a CVV so that it can be billed as a credit card.
Where can I find an invoice for my order?
After completing your order, you will receive an order confirmation email. This will serve as your receipt which include your invoice number.
Is there a phone number I can call?
No, we currently do not offer over the phone support. Please refer any support related questions to email@example.com.
+ SHIPPING & DELIVERY
Note: We are not held responsible for shipping delays, losses, and damages to the product while it is in transit.
How long does shipping takes?
US Shipping Time Estimates (Average after processing period)
International Shipping Time Estimates (Average after processing period)
How can I track my order?
We will send you a follow-up email with your tracking number and how you can personally track your order upon request.
How much does shipping cost?
United States: Free Standard Shipping.
International: Free Standard Shipping.
Note: Shipping rates apply and differ on promotional items.
Where does my order ship from?
The items that we have in Wooden Nation are from the United States. However, we have fulfillment houses from different countries so items are passing through these countries for quality check and product testing.
What do I do if my item was shipped to the wrong address?
You are only able to change the shipping address within the first 24 hours after your purchase. Once your order has been shipped, it's no longer possible to change the address. We highly recommend contacting your courier/local postal office with your tracking number(s) to see if they can reroute your order to another address.
+ RETURNS, REFUNDS & WARRANTY
Note: Only regular priced items may be refunded. No refunds on free plus shipping, Sale items or promotional items. Any promotional offers must be canceled within 24 hours after your purchase, before the order is processed. Free/promotional items are non-refundable once shipped.
How do I return a product?
Wooden Nation aims that you will be fully satisfied with your purchase. Our policy lasts 30 days for RETAIL items. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To return an item, please contact us at firstname.lastname@example.org. Please note that we don't cover return shipping costs at this time.
Please be informed that you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you are eligible to receive a refund, it will not include the costs you paid for returning the item, hence, the refund will only cover the amount of the item you purchased.
If you are shipping back items over $75, it is recommended that you consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
How will I know if I will be refunded?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your refund request is approved, reimbursement will be processed and it will automatically be applied to your billed credit card or original payment method. Please note that this will be completed within an average of 5-10 business days.
My item is damaged, do I get replacement?
We can replace orders within 10 days of its delivery as shown on the tracking website if they are damaged upon receipt.
Depending on where you live, the time it may take for your replacement to reach you, may vary and our shipping time frame will still be applicable.
To be eligible for a replacement, you will need to email your order number and a picture of the product that clearly shows the damage to email@example.com.
Can I exchange an item?
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org.
How do I cancel my order?
We can cancel unshipped orders or if the product is not available. Refund does NOT apply if you simply do not like the product.
If a customer makes an error such as wrong address/item’s size/color, the customer has 24 hours from the order date to contact us and update their order. After 24 hours, our items are processed and shipped and we cannot make any more changes.
Please note that we will not provide reshipment or refunds if you have a building number, apartment number, P.O. box or any unique information and do not specify it in your shipping details on the 2nd address line. This is considered customer error and Wooden Nation and/or the shipping carriers are not responsible for this. If the tracking number shows that the product has been delivered to the same shipping address as specified on your order, Wooden Nation will not be held responsible. You will need to contact your shipping carrier for such inquiries.
Once your item is shipped and in transit, Wooden Nation is no longer held responsible for your item. It is your responsibility to check with the shipping carrier if your address was incorrect or they mishandled your package.
Note: Extended shipping length is NOT a valid reason for getting a refund as there are many factors involved with this. Once you have your tracking number, you can direct any related questions to your shipping carrier.
Where's my refund?
Normally, it takes 5-10 business days for your refund to reflect in your account. This depends on the ability of your financial institution to process the transaction. If you are still having trouble finding your processed refund in your account after some time, we recommend contacting your bank or payment provider for more information. If you’ve done all of this and you still have not received your refund, please contact us at email@example.com.
Can you issue my refund to a different card if my card is canceled, lost, expired, or stolen?
Unfortunately, we are unable to issue refunds to a different card, different account, or different payment method. We can only refund your money to your original payment method.
If your card was replaced, we recommend that you contact your card issuer for help with receiving your refund.
NOTE: We reserve the right to refuse a replacement if the above conditions are not met.
+ PRICING, PAYMENT & PROMOTION
What payment methods do you accept?
We currently accept payments through the following payment providers:
1. Visa, Mastercard, American Express credit cards
2. Apple Pay (www.apple.com/apple-pay)
We cannot accept cash, bank transfer, or payment in installments. Please note that the list of available payment methods may change depending on which country you are in and all payments are made in U.S. dollars.
What currency do you sell in?
For international orders, you may check the prices in your local currency by changing the currency on the top right corner of your screen, just select on the “Pick a currency” drop down menu.
Most banks will allow you to pay in foreign currency, however, they may charge a fee for this service. We highly suggest to check with your bank first to see if you can make international payments.
Please note that orders will still be charged in U.S. dollars and will be shown during your checkout.
Are there charges for customs, taxes, VAT, or any other extra fees?
Wooden Nation only charges for the price of the items you purchased. We don’t collect any payment for customs, taxes, VAT, currency conversion rates, or any other fees. We are not responsible for any extra charges, thus, we cannot reimburse for any of these fees as these are customer’s responsibility.
Customs: We recommend that you contact your local customs office if you have any questions about whether or not your item will be permitted to your country.
VAT: We do not charge for Value-Added Tax and cannot cover any charges which your country may add.
Post Office: We also cannot say for certain whether your local post will charge you for the products you order. We highly suggest you contact your local post for more information.
Currency Conversion: Please be informed that although you can view the items’ prices in your country's currency, each transaction is charged under US dollars.
How secure is my personal information?
Your credit card information is encrypted during transmission using secure socket layer (SSL) technology, which is widely used on the Internet for processing payments. Your credit card information is only used to complete the requested transaction and is not subsequently stored.
What are your discounts?
We're currently giving 10% discount on your next purchase.
Once you made your first purchase, you will receive a confirmation email with a discount code.
This 10% discount can be applied on your next eligible purchase. However, it only applies to retail items (with regular prices) and not valid for FREE items or items under promotion. Please also note that the discount code is only valid for 30 days from the date it was issued.
To be eligible for the discount, make sure to join our mailing list by providing your correct email address on the “Customer Information” page and “Subscribe to our newsletter” tick box must be checked.
How can I use my discount?
Discount will not be automatically applied towards the product of your next purchase. You will need to manually key-in the discount coupon you received in the “discount” box on the right side of the “payment method” page, just right on top of your total bill, and click the “Apply” button.
If you have any additional questions, please email us at firstname.lastname@example.org