Shipping Information
Frequently Asked Questions about Shipping to the USA
Do you ship orders to the United States?
Do you ship orders to the United States?
Yes. The Wood Vault ships U.S. orders through FedEx.
How long does it take to process my order?
How long does it take to process my order?
Orders are typically processed and prepared for shipment within 1-5 business days of being placed.
Why isn't my FedEx tracking information updating?
Why isn't my FedEx tracking information updating?
U.S. orders are currently combined on a skid and transported by truck to Buffalo, NY. They enter the FedEx domestic system approximately 3-5 business days after leaving The Wood Vault.
Why does my order already have a FedEx tracking number if the tracking hasn't updated?
Why does my order already have a FedEx tracking number if the tracking hasn't updated?
Your FedEx label is created before the shipment leaves The Wood Vault. Tracking will not begin updating until the parcel clears U.S. Customs and is handed over to FedEx.
How long does it take for my package to enter the FedEx system?
How long does it take for my package to enter the FedEx system?
U.S. orders are transported by truck to Buffalo, NY before entering the FedEx domestic system. Although your FedEx label is created when your order ships, tracking will not update until the shipment clears U.S. Customs and is handed over to FedEx. This normally takes approximately 3-5 business days after leaving The Wood Vault.
Are duties, tariffs, and brokerage fees included in the price I pay?
Are duties, tariffs, and brokerage fees included in the price I pay?
Yes. Any applicable duties, tariffs, and brokerage fees are calculated at checkout, so the price shown at checkout is the final amount you will pay.
Why is shipping to the U.S. more expensive than before?
Why is shipping to the U.S. more expensive than before?
Changes to cross-border shipping requirements and customs procedures have increased the costs associated with shipping orders from Canada to the U.S. As a result, The Wood Vault is no longer able to offer free shipping to the U.S.
Why can't I get free shipping on my order?
Why can't I get free shipping on my order?
Free shipping is not currently available for U.S. orders due to the increased costs associated with cross-border shipping, customs, duties, and brokerage.
What happens if my shipment is refused or returned?
What happens if my shipment is refused or returned?
Refused or returned international orders may be refunded less shipping charges, duties, brokerage fees, payment processing fees, and other costs incurred in returning the shipment. A 15% restocking fee also applies.
What currency will I be charged in for my U.S. order?
What currency will I be charged in for my U.S. order?
All orders are charged in Canadian dollars (CAD). Your financial institution determines the exchange rate and any foreign transaction fees that may apply.
What should I do if my U.S. shipment is delayed, damaged, or lost?
What should I do if my U.S. shipment is delayed, damaged, or lost?
Once your order has been picked up by the carrier, responsibility for delivery rests with the carrier. Please contact FedEx directly to initiate a claim or investigation. If you purchased Shipping Protection, you can also report the issue to The Wood Vault at info@woodvault.com.
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.
FedEx: 1-800-463-3339
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.
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.