Residence Collection Warranty & Return Policy

***College Account customers - Please see your school's College Account page for Warranty and Return information. ***

6 Month Warranty and 30 Day Return Policy

TimberNest recommends that you measure the area in the room where the products are to be positioned beforehand to ensure that there will be no obstruction of doors, windows, etc. because shipping costs are non refundable after the products have been shipped!

*** Warranty *** TimberNest products are warranted for 6 months from the date that the product is shipped. During this time, we will replace components that TimberNest considers defective due to materials or workmanship. If you notice a defect, you must call TimberNest and speak to a customer service representative first then email a picture(s) to info@timbernest.com. We will review the pictures, and if upon our review, we consider the component to be defective, we will ship out a replacement part(s). Components will not be warranted for defects or damages due to user misuse or neglect, the elements, acts of nature or fire. After 6 months, TimberNest is not obligated to replace components for any reason. Shipping Damages: If product damage results from shipping, and is confirmed with the carrier at the time of delivery, refuse the shipment then call us to report the refusal. If product damages are noticed after delivery, you must notify us within 14 days of the product delivery date, and also email us pictures of the components and the packaging. Upon our receipt of the returned products, or upon our review of the pictures, if the damages are assessed as a result of shipping, we will submit a claim to the carrier and send you the replacement component(s) via the standard ground delivery service. You will not be responsible for any additional charges resulting from shipping damages.

*** Product Return and Refund Policy *** TimberNest product returns are accepted if the product-ship date of the return is within 30 days from the date the customer receives the product. If the product-ship date of the return is after 30 days of the product delivery date, no refunds will be given. Orders canceled prior to shipping receive a full refund. To obtain a refund after the products have been shipped, the products must be returned to TimberNest at the address below. The products must be packaged in the original containers. Products must be packaged properly to avoid damage during shipping. All shipping costs are paid by the customer. This includes the original shipping cost and the return shipping cost. It is the responsibility of the customer to send the returning products back to TimberNest. We will not provide call tags. If the products return undamaged and in new condition, the customer will receive a refund equal to the purchase price less the original shipping cost. If the products return damaged and/or in less than new condition, because of customer handling or improper customer packaging, the customer will receive a refund equivalent to the purchase price less costs to repair or replace the damaged product component(s), and less the original shipping cost.

*****Send returns to: ***** TimberNest * 289 Leroy Road * Williston, VT 05495

Residence Collection Shipping

The information below does not apply to any Business-to-Business contract type shipments of the Residence Collection products.

How do the products ship?
All products in the Residence Collection are shipped out via the Yellow Freight Residential Connect Program. This service offers two-person inside delivery, placement in the room of your choice, and packaging removal. Please note that additional charges will be incurred for deliveries requiring more than 30 minutes of on site time and for going up or down more that two flights of stairs.
Once your product(s) are taken out of their packaging, you should thoroughly inspect them to ensure that the product(s) arrived free of any damage!! If any of the product(s) are damaged from shipping, refuse the delivery. (See the adjacent Warranty for further instruction.)
This service is available between 8a-5p, Monday - Friday and 8a-12p on Saturday. A carrier representative will call you to arrange the delivery appointment.

What is the shipping cost and how long does it take to get here?
Before checking out, you can use the “Estimate Shipping Costs” link in the shopping cart. Select your items, click on the link and enter your zip code for shipping costs and transit time.

How long does it take for the product to ship out?
We normally process orders within 1-2 business days. We can also delay the shipment if so desired. See below.

How do I request a specific ship date?
We can delay the shipment if so desired. During the checkout process at Order steps 1 and 3, there is a field to enter special shipping instructions. This is where you can request a specific date and we will usually be able to honor it within a one to three day window. It depends on the carrier.

Is shipping offered to points outside the USA?
Yes. However, at this time our website can only calculate shipping costs for the 48 states. If you are outside the contiguous US, you may contact us for a shipping quote, or proceed with an online order. No credit card information will be required until after we contact you with a shipping quote.

What if I want to cancel the order after it was shipped?
If you decide to cancel your order after it was already shipped, and Yellow Freight has not delivered the package yet, please call TimberNest and speak to a customer service representative so that we can advise Yellow Freight to stop the delivery. You will be responsible for the shipping costs from our facilities in Vermont to where the delivery was stopped plus return shipping back to Vermont. If the packages have been delivered, then you will be responsible for the total shipping costs both ways. (See the adjacent Product Return and Refund Policy for further instruction.)