Shipping & Returns

Shipping

Your order will be delivered by appointment by a third party common carrier.  We ALWAYS request lift gate delivery service, but please be aware that in some cases a lift gate is not available, in which case the customer will be responsible for unloading.  In these instances customers can usually partially uncrate the Hobbit Hole and unload from the delivery truck by hand.  We do our best to facilitate communication between you and the carrier to make delivery go as smoothly as possible.

Please call us if you have questions about shipping: 1-855-462-2484

Unless otherwise indicated, your Hobbit Hole is shipped in ready-to-assemble kit form and requires assembly.  We  provide all the screws, driver bits, and hardware needed and assembly instructions. You will just need a few basic tools.

Please allow us 2-4 weeks to complete your order.  We will notify you by email when your order is complete. Please allow an additional 5-10 days for shipping time.

We offer "white glove" delivery and installation within 500 miles of Thorndike, ME. Delivery rate is $0.95/mi round trip and on-site assembly and/or installation (site prep, landscaping, etc) is $40/manhour plus $95/hr for machinery if needed, plus materials. You may also come to Thorndike, ME to pickup your order.  Please call us if you are interested in ordering this service: 1-855-462-2484.

 

Returns Policy

You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect item, etc.).

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.

Customer satisfaction is our highest priority!  In the unlikely event that there is a problem with your order, we will work with you to rectify the problem.  In the event a product ships from our warehouse with damage or is otherwise defective, we will work with you to provide replacement parts if available and/or partially refund you for the equivalent value of the damaged/defective part or component.

The customer will inspect the shipment for damage before accepting delivery.  In the event that damage has occurred, the customer will specifically document the damage on the delivery receipt and/or bill of lading before you sign for the delivery. If a product is damaged in shipment, we must be notified within 24 hours of receipt of the shipment.  Wooden Wonders will take responsibility for filing a claim with the freight company. Please understand that resolving the claim with the carrier may take up to 90 days.  Your credit for the damaged item may be delayed while the claim is resolved with the freight company, and we may require your assistance as we pursue the claim for damage.