Shipping & Delivery Policy

Last Updated: August 19, 2026

Thank you for shopping with FixTimber. This Shipping & Delivery Policy explains our order processing, shipping charges, estimated delivery times, tracking procedures, address requirements, and handling of delayed, damaged, or missing shipments.

We work with third-party suppliers, fulfillment facilities, and shipping carriers to deliver timber, wood, and home repair supplies to our customers.

Delivery dates are estimates unless we expressly state in writing that a particular delivery date is guaranteed.

1. Order Processing Time

Orders are typically processed within 1–3 business days, Monday through Friday, excluding public holidays.

During peak seasons, promotional periods, severe weather events, supplier delays, or periods of unusually high order volume, processing may take up to 5 business days.

Processing time begins after:

• The order has been successfully submitted.
• Payment authorization has been completed.
• All information required to fulfill the order has been received.
• Any necessary fraud-prevention or address verification has been completed.

Processing time is separate from transit or delivery time.

After placing an order, customers will normally receive:

• An order confirmation email
• A shipping confirmation email after shipment
• Tracking information when available

An order confirmation does not mean that the order has been shipped or that every product has completed availability verification.

2. Shipping Fee

FixTimber charges a flat shipping fee of:

$6.90 per order

The applicable shipping charge will be displayed during checkout before payment is completed.

No additional shipping charge will be imposed after checkout without the customer’s authorization. However, reshipment requested because of an incorrect address, refused delivery, or unclaimed package may require an additional shipping payment.

Original shipping charges are generally non-refundable after shipment, except when:

• The order is cancelled before shipment.
• The product cannot be fulfilled.
• The return results from a verified error attributable to FixTimber.
• The product arrives damaged, defective, incorrect, or materially different from its description.
• A refund of shipping charges is required by applicable law.

3. Estimated Delivery Times

Estimated delivery times generally apply after order processing has been completed.

United States

Estimated delivery: 5–10 business days

International Destinations

Estimated delivery: 10–20 business days

Business days generally exclude Saturdays, Sundays, and public holidays.

These estimates are not guarantees. Delivery may take longer because of circumstances including:

• Carrier delays
• Severe weather or natural disasters
• Customs inspections or clearance procedures
• Seasonal shipping demand
• Remote or limited-access destinations
• Transportation disruptions
• Labor disputes
• Address verification issues
• Supplier or fulfillment delays
• Oversized, heavy, or shipping-restricted products
• Government actions or other events beyond reasonable control

Any delivery estimate displayed on a product page, at checkout, or in an order confirmation should be read together with this policy.

4. Shipping Destinations

FixTimber ships to eligible destinations shown during checkout.

Shipping availability may vary depending on:

• Product type
• Package weight or dimensions
• Supplier location
• Destination
• Carrier service availability
• Import restrictions
• Safety or hazardous-material regulations

We may be unable to ship certain adhesives, sealants, coatings, chemicals, pressurized products, oversized products, or other regulated materials to some locations.

If we cannot ship a product to the address provided, we will contact the customer when reasonably possible and cancel and refund the affected product or order as appropriate.

5. Tracking Information

Tracking information is normally provided after an order has been shipped.

The tracking number will be sent to the email address provided during checkout. Customers are responsible for providing an accurate and accessible email address.

Please note:

• Tracking information may take 2–5 days to become active after shipment.
• A tracking number may be created before the carrier performs its first physical scan.
• Tracking events may not appear in real time.
• International tracking may be limited during customs processing or after transfer to a local delivery carrier.
• Products shipped separately may have different tracking numbers.

If tracking has not updated for an extended period, please contact us so that we can review the shipment.

6. Shipping Carriers

We work with third-party shipping and logistics providers. Carriers may include:

• USPS
• UPS
• FedEx
• DHL
• Regional or local delivery services
• Other qualified logistics providers

Carrier selection depends on the destination, product, package dimensions, supplier, fulfillment location, and available service level.

Customers generally cannot select a specific carrier unless that option is expressly offered during checkout.

FixTimber is not affiliated with or controlled by the listed carriers, and the use of a carrier’s name does not imply sponsorship or endorsement.

7. Split Shipments

Orders containing multiple products may be shipped in separate packages because products may be stored or fulfilled from different locations.

When an order is split:

• Products may arrive on different dates.
• Each package may have a separate tracking number.
• A delivery confirmation for one package does not necessarily mean that the entire order has been delivered.
• No additional shipping fee will be charged solely because we divide an order into multiple shipments.

Please review all tracking numbers before reporting part of an order as missing.

8. Order Changes and Address Updates

Customers are responsible for providing a complete and accurate shipping address.

If you need to change or correct an address, contact us within 12 hours after placing the order:

Email: dovguorveethar@gmail.com

Please include your order number and the correct address.

We will make reasonable efforts to update the address, but changes are not guaranteed once processing, fulfillment, or shipment has begun.

For security reasons, a substantial change to the delivery destination may require cancellation and placement of a new order.

FixTimber is not responsible for delays or additional costs resulting from inaccurate or incomplete information supplied by the customer, except where responsibility cannot legally be excluded.

9. Incorrect or Incomplete Addresses

If a package cannot be delivered or is returned because of:

• An incorrect or incomplete address
• A missing apartment, unit, suite, or building number
• An invalid postal or ZIP code
• An incorrect recipient name
• A refused delivery
• Failure to collect the package
• Repeated unsuccessful delivery attempts

We may offer one of the following after the package is returned:

• Reshipment after payment of applicable additional shipping costs
• A refund of the eligible product price, excluding non-refundable shipping charges and other deductions permitted by law

Refunds cannot normally be completed until the returned package is received and processed by the applicable fulfillment facility.

Address changes or delivery redirections requested directly from a carrier are subject to that carrier’s procedures and are not guaranteed by FixTimber.

10. Order Cancellations

You may request cancellation within 12 hours after placing your order. Cancellation is not guaranteed because fulfillment may begin shortly after an order is submitted.

To request cancellation, email:

dovguorveethar@gmail.com

Include “Order Cancellation Request” and your order number in the subject line.

If an order has already entered processing or shipment, cancellation may no longer be possible. The customer may request an eligible return after delivery in accordance with our Return & Refund Policy.

This section does not limit any cancellation or refund rights that apply when an order cannot be shipped within the promised or legally required period.

11. Shipping Delays

Shipping and delivery times are estimates and may be affected by circumstances outside our reasonable control.

If we become aware that we cannot ship an order within the advertised or otherwise applicable time, we may contact the customer with:

• An explanation of the delay
• A revised estimated shipping date
• An option to consent to the delay
• An option to cancel the affected order for a refund, when required

If we determine that an order cannot be fulfilled, we will cancel the affected product or order and issue the applicable refund to the original payment method.

We will not substitute mandatory refunds with store credit unless the customer voluntarily agrees and such substitution is legally permitted.

12. Lost Packages

A package may be considered potentially lost when tracking has not updated for an unusually long period or when the carrier confirms that it cannot locate the shipment.

If your package appears to be lost:

• Review the tracking information.
• Confirm that the shipping address on the order is correct.
• Contact the carrier if requested.
• Contact FixTimber with your order number and tracking information.

We may open or assist with a carrier investigation. Customers may be asked to provide a written statement, confirm non-receipt, or cooperate with reasonable carrier claim procedures.

Depending on the investigation, applicable law, product availability, and order circumstances, an appropriate resolution may include:

• Continued delivery monitoring
• A replacement
• Reshipment
• A partial refund
• A full refund

Submitting a claim does not automatically guarantee a particular outcome, but claims will be reviewed reasonably and in accordance with applicable law.

13. Packages Marked as Delivered

If tracking shows “Delivered” but you cannot locate the package:

• Check all entrances, porches, garages, mailrooms, parcel lockers, and other safe locations.
• Ask household members, neighbors, building staff, or reception personnel.
• Review any delivery photograph or carrier notice.
• Allow until the end of the delivery day because some carrier scans may occur before final placement.
• Contact the carrier for delivery details.
• Notify FixTimber promptly if the package remains missing.

We will make reasonable efforts to assist with the investigation.

A delivered tracking status is relevant evidence but does not automatically determine the outcome of every claim. Resolution will depend on available delivery evidence, carrier findings, the shipping address supplied, order circumstances, and applicable law.

14. Stolen Packages

If a package is confirmed as delivered and is believed to have been stolen, please notify us promptly.

We may request:

• Confirmation that the delivery address was correct
• Carrier investigation results
• A written non-receipt statement
• A police report for high-value shipments, where reasonable
• Other documentation reasonably necessary to evaluate the claim

FixTimber cannot guarantee replacement or reimbursement for every theft claim. However, we will review the available information and provide any remedy required by applicable law.

Customers are encouraged to use a secure delivery location and monitor tracking information when a delivery date approaches.

15. Damaged Shipments

Please inspect the package and product promptly after delivery.

If an order arrives damaged:

• Contact us as soon as reasonably possible, preferably within 7 days of delivery.
• Provide your order number.
• Provide clear photographs of the product, packaging, shipping label, and visible damage.
• Keep all packaging materials and included components.
• Do not discard, install, modify, or attempt to repair the product until instructions are provided, unless necessary to prevent immediate harm.

After verification, we may provide:

• Replacement parts
• A replacement product
• A repair solution
• A partial refund
• A full refund
• Return instructions, when necessary

The suggested 7-day reporting period helps us pursue carrier or supplier claims but does not eliminate non-waivable rights available under applicable law.

16. Missing or Incorrect Items

If your package contains an incorrect product or is missing a product or component, contact us promptly with:

• Your order number
• Photographs of the products received
• Photographs of the package and shipping label
• A description of the missing or incorrect item

Do not return an incorrect product until written return instructions have been provided.

After verification, we may send the correct product or component, provide another appropriate remedy, or issue a refund according to our Return & Refund Policy and applicable law.

17. Signature Requirements and Oversized Products

Some shipments may require a signature because of the product’s value, weight, dimensions, destination, or carrier requirements.

Large, heavy, or oversized products may:

• Be delivered through a specialized carrier
• Require additional processing time
• Require an appointment
• Be delivered to a curbside or other designated location
• Have destination-specific delivery limitations

Any special delivery terms disclosed on the product page or during checkout will apply to that product.

Customers are responsible for ensuring safe and reasonable access to the delivery location. Delivery generally does not include assembly, installation, movement inside a building, or removal of existing materials unless expressly stated.

18. International Shipping

International customers may be responsible for:

• Import duties
• Customs taxes
• Value-added tax
• Brokerage charges
• Clearance expenses
• Other fees assessed by government authorities, carriers, or third parties

These charges are generally not included in the product price or shipping fee unless checkout expressly states otherwise.

FixTimber does not control or determine customs charges. Customers should consult their local customs authority before ordering if they need an estimate.

International shipments may be delayed by customs inspections, documentation requirements, import restrictions, or local delivery conditions.

If a customer refuses an international shipment because of duties, taxes, or customs charges that were properly disclosed, any refund will be handled after the shipment is returned and may exclude shipping charges, return costs, customs expenses, and other deductions permitted by law.

19. Customs and Import Restrictions

Customers are responsible for determining whether products may lawfully be imported, possessed, installed, or used in their destination jurisdiction.

Some timber treatments, chemicals, coatings, adhesives, tools, fasteners, building products, or repair materials may be subject to local restrictions or documentation requirements.

We may cancel an order if we determine that the product cannot be lawfully or reasonably shipped to the destination. If we cancel an unshipped order for this reason, we will issue the applicable refund.

Nothing in this section limits responsibility that applicable law places on FixTimber.

20. Product Inspection and Safe Handling

Some products sold by FixTimber may be heavy, sharp, chemical-based, or intended for construction and repair activities.

Customers should:

• Inspect products before installation or use.
• Review all manufacturer instructions and warnings.
• Use appropriate protective equipment.
• Keep products away from children when appropriate.
• Consult a qualified professional for structural, electrical, plumbing, roofing, or other safety-critical work.

If a package appears severely damaged, leaking, punctured, or unsafe, avoid unnecessary handling and contact us promptly for instructions.

21. Events Beyond Reasonable Control

Delivery may be affected by events outside our reasonable control, including:

• Severe weather
• Natural disasters
• Transportation interruptions
• Customs actions
• Government restrictions
• Labor disputes
• Carrier service disruptions
• Public emergencies
• Supply-chain interruptions

We will make reasonable efforts to communicate significant known delays and provide any cancellation or refund rights required by applicable law.

This section does not excuse obligations that cannot legally be excluded or limited.

22. Relationship to Other Policies

This Shipping & Delivery Policy should be read together with our:

• Return & Refund Policy
• Terms of Service
• Privacy Policy

If there is a conflict concerning a non-waivable consumer right, applicable law will control.

23. Contact Information

For shipping or delivery questions, contact us:

Store Name: FixTimber
Email: dovguorveethar@gmail.com
Phone: +1 (936) 260-5549
Website: https://fixtimber.us
Business Address: Unit 809, 8/F, Brill Plaza, 84 To Kwa Wan Road, To Kwa Wan, Hong Kong

Customer Service Hours:
Monday–Friday, 10:00 AM–6:00 PM (GMT+8)
Closed on Saturdays, Sundays, and public holidays

We aim to respond to most inquiries within 1–2 business days.

The business address above is provided for official correspondence and is not automatically a return address. Do not send returns to this address unless our customer support team specifically authorizes it in writing.