Shipping policy

Boring but Important Note

To help us resolve any shipping issues quickly and fairly, please record a full unboxing video when opening your package. This video is essential for filing claims with our carriers and ensures a smoother resolution in cases of damage or missing items. All claims must be submitted within 5 days of delivery

Order Processing and Delivery

We aim to get your order to you as quickly as possible. All orders are carefully processed within 14-28 business days which depends on the complexity of the product and to ensure quality and accuracy. Once your order has been processed, standard shipping will take an additional 3-5 business days. Please note that in rare cases, these timeframes are estimates and may vary due to factors such as customs clearance and carrier delays. We’ll keep you updated with tracking information as soon as your order is on its way.

Shipping Methods

We partner with reputable international carriers to ensure your handcrafted furniture arrives safely and promptly. Our primary shipping partners include:

  • UPS 
  • FedEx
  • DHL

The choice of carrier depends on the destination, package size, and delivery timeline to optimize efficiency and reliability.

Shipping Destinations

We offer free international shipping for most regions, including the United States, Canada, and the European Union. Shipping fees for select locations may vary depending on your destination and will be calculated at checkout.

Shipping Issues (Lost, Stolen, or Damaged Orders)

We take great care in packaging and shipping your orders. However, in the rare event of shipping issues, please review the following policies:

Reporting Issues

Damaged Orders

If your order arrives damaged, please notify us within 5 days of delivery. To help us assess and resolve the situation efficiently, please provide the following:

General Documents (usually required by all carriers):

  • A video of the unboxing process, starting before the package is opened
  • Clear photos of the damaged item or issue
  • Photos of both inner and outer packaging
  • A photo of the shipping label with tracking number clearly visible
  • Your order number and full name
  • A brief written explanation of the problem

Please retain all original packaging until the issue is resolved, as it may be needed for insurance or return purposes.

Lost or Stolen Orders

If your tracking information shows the package as delivered, but you have not received it, please:

  1. Wait at least 24 hours, as carriers sometimes mark packages as delivered before they actually arrive.
  2. Check around your property (porch, garage, side door) and confirm with household members or neighbors.
  3. If the package is still missing, contact us promptly. Please provide:
    • Your order number and full name
    • The tracking number
    • Any relevant information (e.g., security footage, a statement that the package was not received)

We will assist in filing a claim with the shipping provider and work with you to reach a fair resolution.

Carrier-Specific Documentation

Please note that each shipping carrier (UPS, FedEx, DHL) may have additional or slightly different documentation requirements when processing lost or damaged claims. For the most accurate and up-to-date instructions, we encourage you to review the appropriate link below based on your tracking number:

If you're unsure which documents to prepare, just contact us — we’ll guide you through the exact process based on your carrier.

Claims Process

If a shipping issue occurs (damaged, lost, or stolen items), we will initiate a claim with the shipping carrier (UPS, FedEx, or DHL) on your behalf. The claim process may require the same documents listed above and typically includes:

Steps:

We will submit all required documentation to the carrier, including:

  • Unboxing video
  • Photos of damage and packaging
  • Shipping label
  • Proof of purchase (we’ll provide)
  • Description of the issue

Please note that during this process:

  • Carriers may take up to several weeks to investigate and resolve the claim.
  • You may be contacted by the carrier for further information or verification.
  • We will stay in touch with you during this process and update you on the progress.

While we cannot guarantee the outcome of the claim, we will work diligently with both you and the carrier to seek a fair and timely resolution.

c. Resolution

If a delivery issue is confirmed, we’ll work with the carrier to resolve it promptly. Depending on  the case, we may:

  • Replace your item at no extra cost,
  • Refund the order in full or partially, or
  • Offer another fair solution that works for you.

If the claim is denied due to circumstances beyond our control (e.g., incorrect address provided by the customer), we will work with you to find a fair solution, which may involve shared costs for replacement or reshipment.

Our goal is to make things right while keeping the process smooth and stress-free.

5. Customs, Duties, and Taxes

Your order may be subject to customs duties, taxes, or import fees based on your country's regulations. These charges are not included in the item price or shipping cost and are the customer's responsibility.

While such fees are uncommon for most shipments, we recommend checking your local customs policies for estimates.

6. Contact Us

For any shipping-related inquiries or issues, please reach out to us at:

  • Email: hello@tailorwoodhaven.com
  • Phone: +1 (647) 608-1571

We are committed to ensuring your satisfaction and will assist you promptly with any concerns.