Shipping Information

Important Information
Shipping Protection
Return & Refund Policy
USA Shipping Information

Frequently Asked Questions about Shipping within Canada 

Important Information

Once your order has been picked up by the shipping carrier, responsibility for delivery rests with the carrier. If you experience any issues with your shipment, including delays, damage, or lost packages, please contact the carrier directly to initiate a claim or investigation.

Canada Post: 1-866-607-6301
Purolator: 1-888-744-7123
DHL: 1-855-345-7447
FedEx: 1-800-463-3339
UPS: 1-800-PICK-UPS (1-800-742-5877)
Canpar: 1 800-387-9335
ICS: 1 888-427-8729

Shipping Protection

Shipping Protection is a shipping protection service provided by The Wood Vault, which covers damaged, lost, or stolen orders on LUMBER, PLYWOOD, & FINISHES

Shipping Protection covers item damages for items that are unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc., but does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items. The compensation for damaged items will be up to the value paid for the purchased item(s). Issues must be reported within 7 days of delivery.

What is NOT covered?
Festool, Woodpeckers, Famag, Melbourne Tools, Router Bits, Drawer Slides, & Hinges.

Report an Issue
If you purhcased Shipping Protection with your order, you can easily report an issue to The WOod Vault. 

 START A CLAIM

Return & Refund Policy

The Wood Vault offers a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Please note, this does not include:

  • Custom Items
  • Items with Milling
  • Last Chance Products
  • Discontinued Festool
  • Router bits that have been used

Any products or wood purchased in-store are for store credit only. A credit note will be placed onto the account. Returns after 30 days but less than 90 days will incur a 15% restocking charge. No returns after 90 days.

To be eligible for a return:

  • The item(s) must be in the same condition that you received it. Unused, unopened, and in its original packaging
  • Proof of purchase (receipt) is required 

If you would like to request a return, please contact us at info@woodvault.com. Please include the reason you would like to return the item(s). If your item arrived damaged or unsatisfactory, please include photos to expedite the return process.

Within 24 hours, we will acknowledge your request. 

If your return is accepted, you are responsible for the shipping charges to return your item(s). Click to download our Return Authorization Form.

Please return your item(s) to:

The Wood Vault
3-145 Bentley AvenueNepean, ON
K2E 6T7

We will notify you once we’ve received and inspected your return, and will confirm that we have issued you your refund. Please allow up to 1 week for the refund to show on your payment method. 

Any additional return questions can be sent to info@woodvault.com.

Damages and Unsatisfactory Items
In the event that your item is received damaged or doesn't exceed your exceptions, please contact us immediately. Please include photos so that we can evaluate the issue and make it right. 

Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.