FAQ
Last updated: January 30, 2026
General Questions:
Q: Where do you ship?
A: We ship to addresses within the United States only. We do not currently ship internationally or to P.O. boxes.
Q: How much does shipping cost?
A: Orders of $90.00 or more receive free standard shipping. Orders under $90.00 have a flat shipping fee of $10.00.
Q: How long will it take to receive my order?
A: Orders are processed within 1 to 3 business days. After shipment, delivery typically takes 3 to 5 business days. Total delivery time is processing time plus transit time.
Q: What carriers do you use?
A: We ship via USPS, UPS, FedEx, or regional carriers depending on your location and product.
Q: Will I receive tracking information?
A: Yes. Once your order ships, you will receive an email with tracking information.
Q: What payment methods do you accept?
A: We accept Visa and Mastercard.
Q: Are taxes included in the price?
A: Yes. All prices displayed include applicable taxes. You will not be charged additional taxes at checkout.
Returns and Refunds:
Q: What is your return policy?
A: You may return eligible items within 30 days of delivery. Items must be unused, in original condition, and in original packaging.
Q: Who pays for return shipping?
A: For standard returns (change of mind), the customer is responsible for return shipping costs. For damaged, defective, or incorrect items, we cover return shipping.
Q: How long does it take to receive a refund?
A: Refunds are processed within 10 business days after we receive and inspect your returned item. Please allow additional time for your bank to post the refund.
Q: Are original shipping fees refundable?
A: Original shipping fees are non-refundable unless the return is due to our error (damaged, defective, or incorrect item).
Q: Do you charge a restocking fee?
A: No, we do not charge a restocking fee.
Order Changes and Cancellations:
Q: Can I cancel my order?
A: You may request to cancel your order before it ships by contacting us immediately. Cancellation is not guaranteed and depends on whether your order has been processed. Orders cannot be cancelled once shipped.
Q: Can I change my shipping address after placing an order?
A: Address changes may not be possible once an order has been processed. Please contact us immediately if you need to update your address.
Q: What if my order arrives damaged?
A: Please contact us within 48 hours of delivery with photos of the damage. We will work with you to provide a replacement, refund, or other resolution.
Q: What if I receive the wrong item?
A: Please contact us within 48 hours of delivery with photos. We will arrange for the correct item to be sent and cover return shipping costs.
Customer Service:
Q: How can I contact customer service?
A: You can reach us by email at info@furnitimber.com or by phone at +1 564-654-3311. Our customer service hours are Monday to Friday, 9:00 AM to 6:00 PM Central Standard Time.
Q: How quickly will I receive a response?
A: We strive to respond to all email inquiries within one business day during our operating hours.
Contact Information:
FurniTimber
5901 Hall Road Catawba, Virginia 24070-5655, United States
Phone: +1 564-654-3311
E-mail: info@furnitimber.com
Customer Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Central Standard Time)