Below is a list of our most frequently asked questions to serve a quick answer guide. To see a complete list of all our polices please refer to the Privacy Policy Page

Order Questions:

How long does it take to process an order?

Answer:

All items marked as stocked typically ship the same day if ordered before noon. Items marked as non-stock vary by item and typically ship with in the time indicated in the cart. If your items can not ship within this time frame we will notify you.

What if my order is damaged?

Answer:

We encourage all our customers to inspect their package for damage prior to signing for it. In the event your order was damaged in shipment do not sign for or accept the shipment. If you have already received and opened your shipment to find that has been damaged during transit Wood Stock Supply will assist you in resolving the claim with your carrier.

I received the wrong item!

Answer:

Please be sure to check your invoice and packing slip of the box. If the items/item you received are indeed incorrect Wood Stock Supply will take full responsibility in getting you the correct item. If you have received the incorrect item please contact us for a return shipping label for the item you did receive and we will get the correct one sent out to you asap without any additional cost.

An item is missing from my order!

Answer:

If an item is missing from your order please confirm that the packing slip indicates it should be present in the box. The item may have shipped separately. If you are missing an item from your order please contact us as soon as possible so that we can get it corrected. If we inadvertently left the item out of the packaging we will ship it to you without any additional cost in a timely manner.

Does my account information get stored?

Answer:

All billing information is stored on our secure server for a period of no greater then 30 days. This is to allow for any potential processing/returns that may arise from any given order. Non billing information such as ship to address, tracking numbers, items ordered, customer name, and order date are stored indefinitely. Wood Stock Supply takes customers privacy seriously and will never share your information with any 3rd party or employees who do not require the information to process your order.



Return Questions:

Is there a restocking fee?

Answer:

Typically the normal restocking fee for undamaged 'stocked' items is 25%, Non-stocked items are 35%. The restock fee can be waived if you choose to take an in store credit valued at your total order amount minus any shipping or tax. We charge these restock fees on stocked items to cover the cost of processing orders, on most non-stocked items our supplier charges us between 25 and 35% in restocking fees.

Who pays return shipping?

Answer:

Return shipping fees are normally paid for by the buyer. The exceptions to this is if we sent you an incorrect item or a defective item. We can generate and email you a return shipping label if you chose UPS as your shipping method (this label will cost the same amount as your order originally shipped for), as well as a freight quote if your order shipped via freight. You can either contact us through our web form or reply to your orders invoice to receive these options. Alternatively you may ship the items back by a shipping method of your choice, as long as they arrive in sell-able condition you will receive your credit/refund.

How do I get a RMA#?

Answer:

If you would like to return your order or a portion of your order please reply to your order acknowledgment email, contact us through our web form, or call us at 1-877-621-6900. We accept returns for any reason but please keep in mind our return policies (fees may apply).



Shipping Questions:

Do you ship internationally?

Answer:

We do ship internationally to almost any country in the world. International shipping options are available in the cart. All international orders are subject to duties, VAT/GST, and other taxes and fees. These fees are not paid by Wood Stock Supply and the amount of which is dependent on your country and the items you ordered. Not all items are able to be shipped to all countries. Please check your local importing fees and regulations prior to ordering to get a better idea of any additional potential cost that may be associated with your order. Additionally please be mindful to use a payment method that can be easily verified when ordering internationally. If you use a Visa/Master Card from your local bank and we are unable to contact them to verify your shipping address we will not be able to process your order. Paying with a verified PayPal account is generally the quickest way to have a international order processed (same day in most cases). Payment verification of credit cards varies by bank and can range anywhere from 24 hours to a week or more.

What methods do you ship by?

Answer:

The general shipping options in the cart are UPS (various methods), USPS Flat Rate (small items only), and Freight.

Do I get a tracking number for my order?

Answer:

If you had your order shipped via UPS a tracking number will be emailed to you once your order ships. For freight orders a tracking number will be provided after your shipment is booked.

Do you ship to Canada/Mexico?

Answer:

We do ship to Canada and Mexico. Buyers in either of these countries will be held responsible for any taxes that may be associated with importing of goods into your country. These charges are normally collected by the delivery driver if you choose UPS. Packages sent to Canada and Mexico require a signature upon delivery.

What if I order items with different processing times?

Answer:

By default all orders ship in one shipment. However items that ship directly from the manufacture ('MFR' will be noted in the estimated time on the item page) will ship separately from the rest of you order. If you order an item with a lead time that does not ship directly from a MFR, your order will be held so it can ship all at once. If you would like to have your items ship separately in this case please let us know either in the comments of the order or send us a mail. Please note that doing so may result in additional shipping fees which will be added to your order after checkout.



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