Shipping Policy

Effective Date: July 17 2026

This Shipping Policy (“Policy”) applies to every order placed through the TimberPanda website www.timberpanda.com, mobile app, or any other sales channel operated by TimberPanda (“we”, “us”, “our”). By completing a purchase you acknowledge that you have read, understood, and agree to be bound by this Policy.

1. Overview

TimberPanda manufactures solid‑wood, made‑to‑order (MTO) furniture in the United States. Because each piece is built after the order is confirmed, the total time you receive your item equals (Production Lead‑Time) + (Transit Time).

All shipments are insured for the full value of the goods at no extra cost to you. We work with a network of trusted parcel and freight carriers (FedEx, UPS, XPO Logistics, Old Dominion, and regional LTL providers) to ensure safe, timely delivery to both residential and commercial addresses in the U.S. and internationally.

2. Order Processing & Production Timeline

Order verification & payment clearance
- Typical Duration: 0‑1 business day
- Notes: Orders placed after 2 pm PST may begin verification the next business day.
Production start
- Typical Duration: Immediately after verification
- Notes: MTO production begins; cancellations are not accepted once production has started (see Return & Refund Policy).
Manufacturing (solid‑wood)
- Typical Duration: 7‑30 business days*
- Notes: Depends on product complexity, finish, and any customizations (size, engraving, special hardware, etc.).
Quality inspection & packaging
- Typical Duration: 1‑2 business days
- Notes: Each item is inspected, wrapped in protective blankets, corner protectors, and placed in a double‑wall corrugated crate or pallet as appropriate.
Carrier pickup
- Typical Duration: Same day as packaging completion
- Notes: Carrier scan creates the tracking number.

*If you select a rush‑production option (available for select items at an additional fee), the manufacturing window can be reduced to 5‑15 business days. Rush options are displayed at checkout.

Estimated Ship Date = Order verification date + Production time. The estimated ship date is shown on the order confirmation email and in your account dashboard.

3. Shipping Methods & Carriers

Destination: Contiguous United States (Lower 48)
- Standard Parcel (≤ 150 lb)
  - Typical Transit Time (business days): 7‑14
  - Carrier(s) Used: FedEx Ground, UPS Ground
- Freight/LTL (≥ 150 lb or oversized)
  - Typical Transit Time (business days): 7‑14
  - Carrier(s) Used: XPO Logistics, Old Dominion, Estes
- White‑Glove (inside placement, unpacking, debris removal) – optional
  - Typical Transit Time (business days): 7‑14
  - Carrier(s) Used: Dedicated white‑glove partner
Destination: Alaska & Hawaii
- Parcel/Freight (as above)
  - Typical Transit Time (business days): 7‑14
  - Carrier(s) Used: FedEx, UPS, Alaska Marine Lines, Matson
Destination: U.S. Territories (PR, GU, VI, etc.)
- Parcel/Freight
  - Typical Transit Time (business days): 7‑14
  - Carrier(s) Used: FedEx International, UPS Worldwide
Destination: Canada
- Standard Parcel (≤ 150 lb)
  - Typical Transit Time (business days): 7‑15
  - Carrier(s) Used: FedEx International Ground, UPS Standard
- Freight/LTL
  - Typical Transit Time (business days): 7‑15
  - Carrier(s) Used: Purolator, FedEx Freight
Destination: Mexico & Latin America
- Parcel/Freight
  - Typical Transit Time (business days): 7‑15
  - Carrier(s) Used: FedEx International, DHL Express, UPS Worldwide
Destination: Europe, Asia, Oceania, Africa
- Parcel (≤ 150 lb)
  - Typical Transit Time (business days): 7‑15
  - Carrier(s) Used: DHL Express, FedEx International, UPS Worldwide
- Freight/LTL (palletized)
  - Typical Transit Time (business days): 7‑15
  - Carrier(s) Used: DHL Global Forwarding, Kuehne+Nagel, DB Schenker
Expedited Air (optional)
- 6‑8 business days (parcel/freight)
- Available at checkout for an additional fee

Note: Transit times are estimates and do not include customs clearance (see Section 9).

4. Shipping Rates & Free‑Shipping Thresholds

Order Value (USD) > $1,999
- Shipping Cost (Contiguous US): Free (standard parcel or freight)
- Shipping Cost (AK/HI/US Territories): Free (standard service)
- International Shipping: Calculated at checkout (based on weight, dimensions, destination)
Order Value (USD) ≤ $1,999
- Shipping Cost (Contiguous US): Flat Rate – $99 (parcel/freight)
- Shipping Cost (AK/HI/US Territories): Flat Rate – $99 (parcel/freight)
- International Shipping: Calculated at checkout
Order Value (USD) ≤ $999
- Shipping Cost (Contiguous US): Flat Rate – $49 (parcel/freight)
- Shipping Cost (AK/HI/US Territories): Flat Rate – $49 (parcel/freight)
- International Shipping: Calculated at checkout
Rush‑production
- Shipping Cost (Contiguous US): + $75 (parcel) / +$150 (freight)
- Shipping Cost (AK/HI/US Territories): Same as above + rush surcharge
- International Shipping: Same as above + rush surcharge
White‑Glove Service
- Shipping Cost (Contiguous US): + $199 (inside placement, unpacking, debris removal)
- Shipping Cost (AK/HI/US Territories): + $249 (AK/HI)
- International Shipping: + $299 (Canada) / + $349 (Europe/Asia) – quoted per order

All rates include full‑value insurance. Taxes are not included in shipping fees and are calculated separately at checkout.

5. Delivery Timeframes

Estimated Delivery Date (EDD) = Estimated Ship Date + Carrier Transit Time.
The EDD is displayed in the order confirmation email, your account dashboard, and on the tracking page.
Delivery is not guaranteed on a specific calendar day; factors such as weather, carrier operational issues, holidays, or customs delays may affect the actual delivery date.
For freight/LTL shipments, delivery is typically made to the curb or driveway unless a lift‑gate or inside‑delivery service is requested (additional fees apply).

6. Address Verification & Changes

Address Validation – At checkout we run the entered address through USPS/UPS/FedEx address‑validation APIs. If the address cannot be validated, you will be prompted to correct it before submitting the order.
Changes Before Shipment – You may update the shipping address up to 24 hours before the carrier pickup by contacting info@timberpanda.com with your order number. After the carrier has picked up the parcel/pallet, address changes are not possible and any reroute will incur carrier‑charged fees (typically $15‑$30 for parcels, $50‑$150 for freight).
Incorrect/Undeliverable Address – If a shipment is returned to us as undeliverable because of an address error, you will be responsible for the return‑shipping cost and a $25 restocking fee (if the item is eligible for return). We will reship once the correct address and any applicable fees are received.

7. Tracking & Notifications

Once the carrier scans the shipment, you will receive an automated email with the tracking number and a link to the carrier’s tracking page.
Subsequent status updates (out for delivery, delivered, exception) are sent via email and/or SMS (if you opted in).
You can also view real‑time tracking in your TimberPanda account under Orders → Tracking.
If you do not receive a tracking email within 24 hours of the estimated ship date, please check your spam folder or contact support.

8. Shipping Insurance & Liability

Full‑value insurance is automatically applied to every shipment at no extra cost.
In the unlikely event of loss or damage:
- Notify us within 7 calendar days of the delivery scan (or the scheduled delivery date if the item never arrives).
- Provide photos of the packaging, any visible damage, and the product itself.
- We will file the claim with the carrier and, upon approval, either repair, replace, or refund the item (including original shipping charges if the carrier is at fault).
TimberPanda is not liable for consequential damages (e.g., loss of use, installation delays) beyond the remedy described above.

9. Signature Requirements & Delivery Attempts

Parcel ≤ 150 lb (standard)
- Signature Required? Yes – adult signature (21+ for alcohol‑related finishes, otherwise 18+)
- Notes: If no one is available, the carrier will leave a notice and make up to 3 delivery attempts. After the third attempt, the parcel will be held at the local facility for pickup (usually 5‑7 days).
Freight/LTL palletized
- Signature Required? Yes – adult signature; may require lift‑gate or inside‑delivery if selected
- Notes: The driver will contact the phone number on file to arrange a delivery window. Missed appointments may incur a re‑delivery fee ($75‑$150).
White‑Glove Service
- Signature Required? Yes – adult signature; includes placement, unpacking, and debris removal
- Notes: The crew will call 30 minutes before arrival.

If a shipment is returned to us after failed delivery attempts, you will be responsible for the return‑shipping cost and any associated storage fees.

10. Large‑Item & Freight Shipping Specifics

Freight Classification – Items exceeding 150 lb or with any dimension > 96″ are shipped via LTL freight on a pallet.
Packaging – Heavy items are wrapped in moving blankets, secured with stretch film, and placed on a heat‑treated pallet. Corner protectors and edge boards are added as needed.
Lift‑Gate Service – If the delivery location lacks a loading dock, you may add a lift‑gate service at checkout (+$75).
Inside Delivery – For an additional fee (+$125), the driver will bring the item to the room of your choice (ground floor only; upstairs delivery requires special arrangement and may incur extra charges).
Accessorial Charges – Carriers may assess fees for limited‑access locations, residential deliveries, stair carries, or time‑window requests. These fees are passed through to you and will be shown in the order summary before payment.

11. White‑Glove Service (Optional)

For customers who prefer a hands‑free experience, TimberPanda offers a White‑Glove upgrade:

Inside placement of the furniture in the room of your choice.
Unboxing, removal of all packing materials, and debris cleanup.
Basic leveling/adjustment (e.g., ensuring a table sits flat).
Does not include assembly of knock‑down components (if any) – those remain the customer’s responsibility unless a separate assembly service is purchased.

White‑Glove must be selected at checkout; it cannot be added after the carrier has picked up the shipment.

12. International Shipping

12.1 General

All international shipments are Delivered Duty Unpaid (DDU) unless you explicitly pre‑pay duties and taxes at checkout (where available).
We provide the commercial invoice, HS codes, and a detailed packing list to facilitate customs clearance.

12.2 Duties, Taxes & Fees

You are responsible for any import duties, VAT, GST, customs processing fees, and other levies imposed by the destination country.
These charges are not included in the product price or shipping cost shown at checkout.
If you choose the Delivered Duty Paid (DDP) option (available for select countries via our partnered customs broker), the estimated duties/taxes will be collected at checkout and we will handle clearance on your behalf.

12.3 Prohibited & Restricted Items

TimberPanda does not ship items containing hazardous materials, liquids, or flammable finishes. All finishes are water‑based or low‑VOC and comply with U.S. EPA regulations; however, some countries may restrict certain wood treatments. It is the buyer’s duty to verify that the finished product complies with local import regulations.

12.4 Delivery Times

International transit times are estimates; customs clearance can add 2‑10 business days (or more in rare cases).
We are not liable for delays caused by customs authorities, strikes, or natural disasters in the destination country.

12.5 Returns from Abroad

See the Return & Refund Policy for eligibility.
The customer bears all return‑shipping costs, insurance, customs documentation, and any duties/taxes incurred when returning the item to the United States.
We will not refund duties/taxes paid to foreign authorities.

13. Special Delivery Locations

PO Box
- Service Availability: Not available for parcels > 150 lb or freight. Small accessories (< 150 lb) may be shipped to a PO Box via USPS Priority Mail (signature not required).
- Notes: Select “PO Box” at checkout only if the item qualifies; otherwise the order will be rejected.
APO/FPO/DPO
- Service Availability: Available via USPS Military Mail (parcel only).
- Notes: Delivery times may be longer; customs forms are completed automatically.
Remote/Rural Areas
- Service Availability: May incur remote‑area surcharge (shown at checkout).
- Notes: Carrier may require a phone call to confirm accessibility.
Construction Sites / Event Venues
- Service Availability: Requires special arrangement (additional fees, insurance, and possibly a certificate of occupancy).
- Notes: Contact info@timberpanda.com at least 5 business days before the desired delivery date.

14. Shipping Delays & Force Majeure

TimberPanda will make every effort to meet the estimated ship date and delivery window. However, we are not liable for delays caused by:

Acts of God (hurricanes, floods, earthquakes, wildfires).
Labor strikes, carrier operational disruptions, or government actions.
Customs holds, inspections, or embargoes.
Holidays (e.g., Thanksgiving, Christmas, New Year’s) that affect carrier schedules.

In such cases, we will update the estimated dates in your account and notify you via email. If the delay exceeds 15 business days beyond the original EDD, you may elect to:

Wait for the shipment, or
Cancel the order only if production has not yet begun (a full refund will be issued). Once production has started, cancellation is not permitted per our Return & Refund Policy.

15. Damaged, Lost, or Incorrect Shipments

Damaged – Follow the procedure in Section 8 (Insurance & Liability).
Lost – If the carrier shows the shipment as delivered but you have not received it, open a trace with the carrier within their stipulated period (usually 7 days) and forward the case number to us. We will assist in the investigation and, if the carrier confirms loss, either reship or refund the item.
Incorrect Item – Notify us within 7 days of receipt with photos and the packing slip; we will ship the correct item at no cost and arrange return of the wrong item (see Return & Refund Policy for details).

16. Environmental & Sustainability Notes

We use recyclable corrugated cardboard, biodegradable packing peanuts (where applicable), and reusable moving blankets for freight shipments.
Pallets are heat‑treated ISPM‑15 compliant and can be returned to our warehouse for reuse upon request (contact support for pallet‑pickup arrangements).
All wood is sourced from FSC‑certified or responsibly managed forests; finishes are low‑VOC and water‑based.

17. Contact Information – Shipping & Delivery Inquiries

Email: info@timberpanda.com

Phone: +1‑310‑555‑0124 (Mon‑Fri, 8 am‑6 pm PST)

Mail: TimberPanda Shipping Department, 5678 Logistics Ave., Suite 200, Los Angeles, CA 90015, USA

Please include your order number, a brief description of the issue, and any relevant tracking or carrier reference numbers when you contact us.

Acknowledgement

By completing a purchase on TimberPanda, you consent to the terms outlined in this Shipping Policy. We reserve the right to modify this Policy at any time; any changes will be posted on this page with an updated “Effective Date.” Your continued use of the Site after such modifications constitutes acceptance of the revised Policy.

Thank you for choosing TimberPanda – where craftsmanship meets reliable delivery. Safe shipping!