We accept credit card, PayPal, cash and checks payable to Wake the Tree Furniture Co. Payment must clear before shipment.
Deposits for custom orders are non-refundable.
PA sales tax of 6% is applicable to PA residents or anyone picking up items in person.
SERVICES: Smaller pieces will ship USPS, FedEx, or UPS.
Larger furniture pieces will be shipped common carrier freight or with other delivery companies. Please contact us for upgrades such as white glove delivery service.
If damaged by carrier, please contact us right away.
PRODUCTION TIME: Please take note of the processing/production time in the listing before shipment.
TRACKING: The number you will be provided at time of shipment is referred to as a ‘tracking number’ but is more like a delivery confirmation number. The carrier may not provide much information until the shipment is out for delivery.
Please understand that once your package leaves our hands, we have no control over the postal delivery service. Postal tracking is spotty at best, as they rely on drivers to physically scan the label and sometimes the scan is missed. As a result, tracking may lag behind the actual package. We find it best to look at the timeline provided by the postal delivery service as a guideline, not a sure thing. If your order is time-sensitive, please consider purchasing an available upgrade.
In rare cases, packages may stall at your local post office before going out for final delivery. in these circumstances, you may have to visit your local post office in person to claim your package.
SIGNATURE CONFIRMATION: We typically require signature confirmation on packages valued over $200 and all packages that are being delivered to apartment buildings or units. If you are unavailable to sign for your package, the shipping service will leave a note regarding redelivery at your door. If they cannot redeliver, it will be returned to sender. Please contact us if you would like to waive signature confirmation, but note that we will not be able to reimburse or replace your order in the case of missing packages without signature confirmation.
RETURN TO SENDER: If your package is returned to sender due to a problem with the address or if you are unavailable to sign for it, please be advised that you are responsible for paying shipping charges to re-send the package.
INTERNATIONAL ORDERS: All International orders are shipped Priority unless an upgrade to Express shipping is purchased (we recommend purchasing this upgrade if your order is time-sensitive). Priority shipping is estimated to arrive in 6-10 days, but this is not a guarantee. International shipping is unfortunately a little unpredictable and, in some cases, can take a considerable amount of time. Although international shipping usually takes about 2 weeks, packages can take up to 4-5 weeks due to possible Customs delays. Please note that international tracking information is often incorrect. Once your package leaves the United States, USPS transfers responsibility to your country’s postal service.
CUSTOMS FEES: Buyers are responsible for any Customs fees that may apply. We have no control over these charges and cannot predict what they may be. It is illegal for us to forge information (such as claiming a lower price or marking packages as a gift) in order to avoid these fees. If the item is a gift and you are an international customer, we suggest that the item be shipped to you rather than directly to the gift recipient, so that the gift recipient is not made responsible for these possible fees.
REFUNDS AND EXCHANGES
We want you to be happy with your purchase and experience with us! If you are not completely satisfied, please let us know within 5 days of receiving the item (before leaving feedback) and we will address the issue right away.
MODIFICATIONS: Furniture is made-to-order and the process begins shortly after we receive your order. We may or may not be able to make modifications to your order depending upon where we are in the build process. Please make sure details and dimensions are correct prior to purchase.
RETURNS / REFUNDS: We cannot accept returns for custom items. Please carefully check that the dimensions and details of your order are to your satisfaction before purchase. The buyer is responsible for return shipping postage as long as the item matches the description and the craftsmanship is in line with our standards.
DAMAGES: If your order is damaged, please contact us within 2 days of receiving the item and we will address the issue right away. Please send along photos for insurance purposes. We will cover return shipping costs for repairs and replacements if applicable.