Your order will be delivered by appointment by a third party common carrier. We will request lift gate delivery service unless otherwise indicated, 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.
You are responsible for inspecting the shipment and noting any damage before signing for the shipment. If damage is not noted and replacement parts are required, we may not be able to provide them until the claim with the carrier has been settled, which can take several months.
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.
Orders typically ship within 2-4 weeks, but please contact us to confirm the turnaround time on your order if you need to receive it by a certain date. We will notify you by email when your order is complete. Please allow an additional 5-10 business days for shipping time.
On a case by case basis, we may be available to offer "white glove" delivery and installation within 250 miles of Thorndike, ME. Delivery rate is $2.75/mi from Thorndike, ME and on-site assembly and/or installation (site prep, landscaping, etc) is $45/man-hour 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.
From the date of shipping to within 30 days of delivery, you may return most new, unopened items that have been kept perfectly clean and dry for a full refund minus a 10% handling fee, plus any payment processing and shipping costs incurred.
If you cancel your order prior to shipping, you are eligible for a full refund minus payment processing fees (2% to 4%).
Neither a refund (including deposit) nor return will be available on orders that contain any customization (ex/ custom staining of exterior walls/trims).
If the return is a result of our error, you will not be responsible for any costs associated with the return or exchange.
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 (1 to 3 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.