Shipping & Returns

Shipping & Returns Policy

Thank you for choosing Timberline Wood Water Stoves for your pool and hot tub needs. We are committed to providing you with high-quality products and exceptional service. Please review our shipping and returns policy below:

Shipping Policy

• Processing Time: Stove and smaller parts orders are typically processed within 24 hours and shipping time varies depending on location but typically allow 4-7 business days. For larger complete hot tub packages production time may very depending on the season. You sales rep will provide you with an estimate base on our production calendar usually 1-2 weeks. Please note that actual delivery dates may vary due to factors beyond our control, such as inclement weather or carrier delays.
• Shipping Costs: Shipping charges are calculated on your estimate based on your location and the size of the order. For orders within Canada and USA standard shipping rates apply. International shipping is available; please contact us for rates and delivery times.
• Delivery Address: Please ensure that your shipping address is accurate and complete. Once an order has been shipped, we may not be able to alter the delivery address. In cases where shipments need to be re-routed or re-shipped to a new address, any additional transport fees will be charged to you.
• Tracking Number:  The day your product leaves our factory or warehouse you will be provided a tracking number with contact number of the courier.
• Contact for Delivery Date: for LTL deliveries the carrier will contact you on the date of delivery.  Should you need to make changes to this date you will do so with the delivery company directly.
• Delivery:  We make all attempts to deliver in the most convenient manner, but we are not the delivery company.  Rural locations, Island deliveries, and mountain roads may require and additional charge.  We will pass this on to you the customer should this arise.
• Depot Pick Up:  You will always have the right to pick up the heater or hot tub package at the LTL depot before it makes it way to the local delivery.   You can also arrange your own transportation for this last mile journey.
• Residential Delivery:  For our large hot tub packages, where possible we will quote residential delivery.  Normally this is done with a tail gate delivery service that will drop your package at the end of the driveway.  You may be able to negotiate and additional white glove service, but this is up to you and the delivery company.  NOTE- in some case tail gate service will not be available.  In this case you will need to remove the unit by hand off the truck.  When the carrier contacts you confirm they will have tailgate service.  If not you will need to have multiple friends waiting to help off load or you can hire a different company that may offer this service for the last mile.
• Inspection Upon Delivery: Upon receiving your order, inspect the packaging and contents for any damage. If you notice any damage, please document it and contact us within 24 hours to report the issue. This will assist in processing any necessary claims with the carrier. If you feel the damage my compromise your product, then refuse the delivery.

Returns Policy

• Eligibility: Returns are accepted within 30 days of receiving your order. To be eligible for a return, items must be unused, in new condition, and in the original packaging. Items that are defective will receive a full refund with out the original packaging.
• Return Process:
  • Authorization: To initiate a return, please contact our Customer Service Department at 1 800 759 8990 or to obtain a Return Merchandise Authorization (RMA) number. Returns without an RMA number will not be accepted.
  • Shipping Costs: Except where deemed factory defective, customers are responsible for return shipping costs. We recommend using a trackable shipping service and purchasing shipping insurance for items over $75.
  • Restocking Fee: A restocking fee of 20% may apply to returned items, depending on the condition of the product and packaging. This fee will be deducted from your refund.
• Refunds: Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, a credit will be applied to your original method of payment within a certain amount of days. Please note that original shipping charges are non-refundable.
• Defective or Damaged Items: If you receive a defective or damaged item, please contact us immediately with detailed information and photographs. We will work with you to resolve the issue, which may include sending a replacement or issuing a refund.

Order Cancellations

• Before Shipment: Orders can be canceled without charge if the cancellation request is made before the product has shipped.
• After Shipment: If an order is canceled after shipment, it will be treated as a return, and the applicable restocking fee and return shipping costs will apply.

Please ensure that you review your order carefully before completing your purchase.

Contact Information

For any questions or concerns regarding shipping and returns, please contact us at:

• Email: [email protected]
• Phone: 1 800 -759 8990

We appreciate your business and are here to assist you with any inquiries you may have.