Shipping & Returns

 

Shipping and Delivery information

 

We currently only have shipping options for the United States only. If you are in Canada, please call or email and we will be happy to get you the price.

 

Standard Ground

 

Please keep in mind that all orders are built to order by hand, so your items will not ship the same day. Most orders will ship from 3 to 10 business days. If any longer, you will receive an email saying the expected ship date. You will receive an email tracking number when the label is created.

 

UPS Standard Ground is used to ship most items. Your local driver will drop them off by your front door or main entrance. This service is used Monday through Friday. If you need a Saturday delivery, please call so we can set this up for you.  This is the best option for fast and convenient delivery. UPS offers a free service called “My Choice” so you can control the package as it is heading towards you.

 

 

 

Freight LTL or Truck Load

 

This service is used when a product is too big for Standard Ground UPS. The trucking company will vary across the country. The shipping company will contact you the day of or the day before to schedule the delivery for you. You will be given special instructions when your item is shipped. The delivery can also be picked up at the trucking terminal.

 

 

 

What if you will be out of town when the items might ship?

 

If you place an order before you leave town and you know the day you will be back home, we will hold your completed order and ship it once you come home. We will look at the amount of days in transit and take that calculation into effect when your items ship so they are not sitting for days or weeks. You will need to contact us in this scenario.

 

 

 

What if my order is damaged?

 

We take great pride in out high quality custom furniture. We will package the furniture the best we can to make sure it does not get damaged but we do know that accidents do happen along the way.

 

  • If you receive your order and you see damage to the box or wood crate, PLEASE take photos of the box and product as you open the box. This will help us address any issues going forward to help learn why it was damaged. Then please call us right away at 715-904-3375 or email us at info@twistedriverwoodworks.com with the photos. If you see the damage and UPS or freight has not left yet, please make a note on the delivery ticket saying something as simple as “Damaged”.
  • Hold on to the box and packaging material.
  • We will determine within a day if you need a whole new product or just a new part that was damaged. You will be given instructions as we go and we will be in contact with you the whole time to make sure your needs are meet.

 

 

 

Returns:

 

If you have the wrong item sent to you, TRW will pay to have the item sent back to TRW and TRW will send a new item out ASAP. You will need to repackage it so it does not get damaged in transit back to TRW.

 

If you have bought the wrong item or it does not fit, then we will help you with the return options for returns. For this type of return there is a 25% restocking fee and the customer will pay for the shipping back to TRW.