Welcome to Redwood Outdoors! This Shipping & Returns Policy forms a part of the Terms of Service which govern your use of your Site and purchase of our Products. Any capitalized but undefined terms used herein will have the meanings given in the Terms of Service.
When you place an order to purchase a Product from us, you are subject to the following terms and conditions. We advise you to read this policy carefully prior to purchasing. By placing an order to purchase any Product from us, you agree to be bound by these terms.
1. ORDER CANCELLATIONS
1.1. If you place an order for any Product, then cancel that order within seven days from the time of the order, we will refund the amount of your order without any charge. If you cancel your order after 7 days from ordering, you will be subject to a charge of 3.5% of the total amount of your order.
2. GENERAL SHIPPING & DELIVERY TERMS
2.1. By placing an order to purchase any Product(s) from us, and electing to have such Product(s) shipped to an address that you designate, you agree that (i) Redwood Outdoors has the right to rely on the address that you have provided, and that (ii) you will pay the shipping and handling charges reflected on your order at the time you make the purchase. Please ensure you have entered your shipping address correctly. Once a Product has been shipped, we may not be able to alter the delivery address. In cases where shipments need to be re-routed or re-shipped to a new address, any additional transport fees will be charged to you.
2.2. We reserve the right to increase, decrease, add, or eliminate the shipping and handling charges applicable to our Products from time to time, but we will provide you with the opportunity to review the charges applicable to you before you place your purchase order.
2.3. Redwood Outdoors will select the method of shipment, number of shipments, and carrier for any Products that you order. Shipment of our Products is handled via third-party freight networks. Title to and the risk of loss of such Products passes to you upon our delivery of the Product to your designated delivery location.
2.4. Any time(s) quoted by Redwood Outdoors for delivery, on the Site or otherwise, are provided solely as estimates. Actual delivery dates may vary depending on various conditions, such as inclement weather or other events beyond our control. Redwood Outdoors is not liable for or in respect of any loss or damage arising from any delay in filling any order or delay in delivery.
2.5. Once we have received notice that the Product(s) you have ordered have left our warehouse, we will provide details regarding your shipment to the e-mail address that you have provided, including the tracking code that the carrier has provided for your order. If you are or will be unable to receive the goods on the estimated delivery date for any reason, you should make arrangements to have the delivery accepted on your behalf. Any fees that we incur due to your unavailability on the estimated delivery date (such as re-delivery or storage fees) will be charged to you.
2.6. Any individual at the delivery address that you have provided who accepts a delivery from us is presumed to be authorized to receive such delivery. In the event that you elect to designate an alternative receiver, you agree that such person shall accept the delivery under all of the same terms and conditions that would apply had you accepted the delivery yourself.
3. DELIVERY METHOD
3.1. At this time, Redwood Outdoors’s default delivery method for all Products is curbside delivery. General information regarding our carriers and shipment service providers is available here. This information is provided solely to provide you with a general understanding of the shipment process. We make no representations or warranties that information that we provide regarding our carriers and/or shipment service providers is accurate, current, or complete. We reserve the right to use carriers and service providers not listed on the Site at any time.
3.2. Unless otherwise stated, you should assume that your Product will be delivered as a curbside delivery. This means the crate will be delivered to the curb in front of your designated address, or another similarly convenient location close to your designated address as the carrier may determine to be appropriate.
3.3. If our carriers determine that curbside delivery of your order cannot be made due to (i) isolation or other specifics of your location or (ii) the size or handling requirements of the Product ordered, Redwood Outdoors will use the contact information that you have provided to notify you that alternative delivery methods will be required for your order. You acknowledge and agree that Redwood Outdoors shall be entitled to determine the number and types of delivery methods to be offered to you for any orders of Product (“Alternative Delivery Methods”). These Alternative Delivery Methods may include, at Redwood Outdoors’s discretion and without limitation:
3.3.1. A smaller delivery truck to be arranged through a third-party carrier; or
3.3.2. Shipment of your order to the freight depot or other terminal closest to your designated address to which Redwood Outdoors can reasonably arrange delivery, from which you can arrange a pick-up of your order.
3.4. Any amounts that you have paid towards charges designated as “shipping charges” in your order shall be applied to the fees and charges incurred by the Alternative Delivery Method for that order. You acknowledge and agree that the shipping charges for the Alternative Delivery Methods may differ from the shipping charges originally reflected in your order, and may include costs for re-delivery, storage, return shipping, and/or other related fees, costs, or expenses incurred while delivering your Order, and you agree to pay all such additional charges. Refusal to select an Alternative Delivery Method shall be deemed a cancellation subject to Section 1 of this Shipping & Returns Policy.
4. OBLIGATIONS AT THE TIME OF DELIVERY
4.1. You are responsible for inspecting all Products you receive from us for any damage or other issues upon delivery. Following delivery, once you have had the opportunity to inspect the Product(s), you are solely responsible for the proper and safe handling, installation, storage, and/or use of the Products.
4.2. If an order arrives with an item or items missing from the shipping document, it is your sole responsibility to immediately:
4.2.1. Mark these items as missing on the delivery bill of lading; and
4.2.2. Contact the shipping company and have them search for the missing items in your order.
If the missing items cannot be found, you may contact the Redwood Outdoors Customer Support team on support@redwoodoutdoors.com.
4.3. If any Product in your order arrives in a damaged condition, you must make sure that such Product is marked as damaged on the delivery bill of lading and notify Redwood Outdoors by e-mail at aftersales@redwoodoutdoors.com within 7 days of receipt. Following receipt of your notice, Redwood Outdoors will coordinate with the carrier in order to investigate the extent of the damage and how the damage occurred. Under some circumstances, Redwood Outdoors may, at its sole discretion, send replacement parts to you for the damaged Product. Any replacement parts that we send will be subject to the Terms of Service and all terms incorporated and referenced therein.
4.4. Notwithstanding any language to the contrary, Redwood Outdoors has no obligation to provide credit (full or partial), refund, or any other reimbursement for Products that were lost or damaged, except as expressly set forth in Section 4.4.
5. RETURNS, EXCHANGES, AND REFUNDS
5.1. To arrange for a return for any Product(s) which are defective, or dissatisfactory for any reason other than damage incurred during or after transportation by the carrier, contact the Redwood Outdoors Customer Support team at support@redwoodoutdoors.com. Redwood Outdoors may accept the return of Products within 30 days of receipt, subject to satisfaction of certain conditions to be determined solely by Redwood Outdoors.
5.2. Products must be returned in their original wood crates. We do not accept requests for returns or exchanges of Products after 30 days from the date of delivery. We may require the return or photographic documentation of any Product with which you are dissatisfied before we provide you with a credit or refund. Products returned without Redwood Outdoors’s prior written consent will not be accepted for credit or refund. If we determine that we are able to accept the returned Product, we will provide (at our discretion) partial credit, full credit, or a refund for your order (less any charges for shipping and handling and other applicable costs) using the payment method through which the Product was purchased.
5.3. If you do not comply with the terms of this section, you will be ineligible to receive credit or a refund in exchange for your return.