Customer Service Policy – Timberleand

At Timberleand, we are committed to providing every customer with exceptional service that matches the quality of our boots, clothing, and outerwear. We believe that your satisfaction doesn’t end with a purchase—it’s the foundation of our long-term relationship. This Customer Service Policy outlines the support you can expect, how we address your needs, and the steps we take to ensure a smooth, positive experience.

1. Contact & Response Commitment

We want to make reaching us easy and efficient, no matter your question or concern.

Primary Contact: Email us at [email protected] for all inquiries—including product questions, order updates, returns, exchanges, or feedback.
Response Time: We aim to reply to all emails within 24-48 business hours (excluding weekends and major holidays). For urgent matters (e.g., missing orders, damaged items), we prioritize faster resolution and will follow up with actionable steps within 24 hours.
Additional Support: As we grow, we may expand to phone or chat support—we’ll update this policy and notify customers via our website once these options are available.

2. Order Support

We strive to ensure your orders are processed, shipped, and delivered accurately and on time.

Order Tracking: Once your order ships, you’ll receive a confirmation email with a tracking number and link to monitor your package’s progress. If tracking information isn’t updating or you don’t receive your order within the estimated delivery window (5-7 business days for domestic orders), email us immediately—we’ll investigate with our shipping partners and resolve delays.
Order Changes/Cancellations: We process orders quickly (within 12 hours of placement), but if you need to modify or cancel an order, contact us as soon as possible. We can only accommodate changes/cancellations if your order hasn’t been shipped. If it has already shipped, refer to our Returns & Exchanges policy below.
Incorrect/Damaged Items: If you receive the wrong product, a defective item, or merchandise damaged in transit, take photos of the item and packaging, then email us within 48 hours of delivery. We’ll send a replacement free of charge (or issue a full refund, per your preference) and cover return shipping for the damaged/incorrect item.

3. Returns & Exchanges

We want you to love your Timberleand purchase—if it’s not the right fit or style, we offer flexible returns and exchanges.

Eligibility: Items must be returned within 30 days of delivery, in their original condition (unused, unworn, unwashed), with all tags attached and original packaging intact. Final sale items (marked clearly on the product page) are not eligible for returns or exchanges.
How to Initiate: Email [email protected] with your order number, the item(s) you want to return/exchange, and whether you prefer a refund or exchange. We’ll reply with a pre-paid return shipping label (for domestic orders) and step-by-step instructions. For international orders, we’ll provide return guidelines, but customers are responsible for return shipping costs (we’ll still cover shipping for exchange replacements).
Refund Timeline: Once we receive and inspect your returned item (usually 3-5 business days after delivery to our warehouse), we’ll process your refund. Refunds are issued to your original payment method and typically take 3-7 business days to appear in your account (depending on your bank or card issuer).
Exchanges: If you want to exchange an item (e.g., for a different size or color), we’ll ship your new item once we confirm receipt of the returned product—no extra shipping charges for domestic exchanges.

4. Product Support & Warranty

We stand behind the durability and quality of our boots, clothing, and outerwear.

Product Questions: Need help choosing the right boot size, understanding fabric care (e.g., how to clean waterproof outerwear), or learning about product features (e.g., insulation in jackets)? Email us—our team includes product experts who can share detailed guidance to help you make informed decisions.
Warranty Coverage: Most Timberleand products come with a 1-year limited warranty against manufacturing defects (e.g., faulty stitching, broken zippers). This warranty does not cover damage from normal wear and tear, improper care, or misuse. If you believe your item has a manufacturing defect, email us with your order number, photos of the issue, and a description of the problem—we’ll review your claim and repair, replace, or refund the item at our discretion.

5. Privacy & Data Protection

Your trust in sharing personal information with us is important. We never sell, rent, or share your data (e.g., name, email, shipping address, payment details) with third parties for marketing purposes. We use your information only to process orders, provide customer service, and send important updates (e.g., order confirmations, shipping alerts). For more details, see our full Privacy Policy (linked at the bottom of our website).

6. Feedback & Continuous Improvement

We value your voice—your feedback helps us improve our products and service. If you have a positive experience, we’d love to hear it! If you’re unsatisfied, please let us know—we’ll work with you to make it right. You can share feedback via [email protected] or through the post-purchase survey sent to your email after delivery.

At Timberleand, customer satisfaction is our top priority. If you have any questions about this policy or need assistance, don’t hesitate to reach out. Thank you for choosing us—we’re grateful to be part of your adventures.