• I’ve made an order – how long does it take to make? For custom orders on any of our laser engraved children’s gifts and home decor, our current making time is around 7-10 business days. For non-custom items (non-personalised, natural timber wall scripts, birth announcements etc) we will ship within 2 business days.

• Shipping Fee & Shipping Bulky Items - We charge a standard shipping fee of $10 across Australia. However, during checkout, a surcharge may apply to bulky items (such as keepsake boxes and toy boxes), which can increase the total shipping cost based on the items ordered. This will be calculated automatically at checkout.

• How long does shipping take? Domestic orders are sent via Australia Post & Aramex. Standard free shipping usually takes 3-7 business days after your order is shipped (remember to add the time it takes to make your order). Express post can take 1 – 3 business days depending on location in Australia.

• Do you ship internationally? If so, how long does it take? We can post world wide yay!  International orders are tracked but tracking details are only made available to us once your order reaches the country of destination. International shipping usually takes around 3 weeks but may be up to 5 weeks or longer during peak times.

• I need my order urgently for a special occasion, what should I do? Most items in our range can be made and on their way to you within 7-10 business days. If you are not sure about timeframes or need your order for a for a special occasion, we suggest Rush postage option as we expedite the manufacturing process and get it out the next business day for you.  With Rush postage we will also send it Express Post with Australia Post and that can take 1 -3 business days arrival once posted.

• Can I track my order after you have shipped it? Yes, you can. We’ll email your shipping confirmation when your order is ready to go. Once your order is on the road with  Australia Post or Aramex, you will be able to track your parcel via the tracking app.  Please check spam as sometimes emails can go in there.

• Can I add to my order after it has been placed so I don’t have to pay shipping twice? Yes, absolutely. Just let us know via email asap so we fix this up for you. Usually we will ask you to complete another order for any new products and we will send you a code to apply at checkout to remove the shipping.

• Can I pick up my order from your studio? Timber Tinkers studio is in Cairns, Queensland. We’re happy for you to pick up your order directly to save time and shipping. Please make your order as usually and then call or email us to let us know. When you come to collect your order, we can refund any postage charges to the method of payment.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

We will be happy to offer you a replacement if the product is faulty. Unfortunately, we cannot accept any returns for change of mind purchases due to personalisation of products. Please choose carefully and ensure that any product you select is right for you before ordering.

If your order arrived damaged, please contact us at info@timbertinkers.com as soon as possible and we will help to resolve the situation. 

Shipping and handling costs are non-refundable. Any goods returned are your responsibility. Please ensure you package your return to prevent any damage to the goods or boxes. We are not responsible for any goods that are returned to us in error. We recommend you use a postal service that insures you for the value of the goods you are returning.

If the item(s) received is not what was ordered please do not open the sealed package in which it was sent. Any attempt to use the incorrect item will be deemed to be acceptance by the you of the item(s) as a satisfactory substitute for the one that was ordered and no further claim can be raised thereafter.

If you are granted a refund we will refund the price paid by you for the goods (exclusive of the initial delivery charge) within twenty (20) days of receiving your original notification that you would like to return the goods.

Refunds will only be made to the original credit card or PayPal account used for purchase.

Timber Tinkers owns the title of any extra goods shipped with your order that have been dispatched in error.

There will be no credit given on order price difference, due to price drops or promotions. Promotional codes cannot be applied after an order has been placed.

• I’ve received my order and it’s damaged.  What should I do? Every item is handmade with lots of love and care and inspected thoroughly before it’s sent to you. Unfortunately, sometimes items do get lost or damaged after they have left our care.If your order has been damaged during transit, you may need to contact Australia Post or Aramex to lodge a claim with them. We recommend taking photos and submitting a claim within 48 hours. If you need help, or are unsure what to do, please let us know. 

• My custom order isn’t what I expected. Can I get a refund or exchange? We do not offer refunds or exchanges on personalised and custom orders. We do make it clear that colours and wood grain may look different on screen to in-person. And that handmade products may differ slightly from the photos on the website. We also do not accept returns on Sale items.

• I made a mistake on my custom order; can you make it again? Sorry to hear that you’ve made a mistake! Even though we ask you to double, double, triple check everything, mistakes still happen. Let us know and we’ll try to work out a solution for you but we do not offer refunds if you make an error on any product.
  
  
  
  
  
  

• What type of wood do you use in your products? Our unique timber decorations and products are all handcrafted in our studio using lightweight plywood sourced from renewable plantation resources and 100% well managed forests. Every piece is beautiful and unique because of the different characteristics of each piece of timber.

• How should I hang my wall script or wall decal? We recommend using either a large amount of blu tac or double-sided 3M tape to attach your Timber Tinkers products to walls. For heavier pieces (eg height charts and signs), double sided tape works best. More detailed product information and hanging instructions are available on our product page.

• What type of pen do I use on your products? For any of our products where you can fill in details (eg height charts and signs) we recommend using a super fine permanent marker (the finer the better) or even a ball point pen. This is to avoid any bleeding onto the wood.

• Can I view your products anywhere or do you only sell online? Timber Tinkers products are available online through our webstore. We occasionally have stalls at design markets where you can come and say hello to us in person! Keep in touch with us on Instagram @TimberTinkers or on Facebook at /TimberTinkers for more information about where to find us.