Refunds and returns

Refunds

If you're reading this, something might have gone sideways. Here's how we handle it.

When we'll issue a refund

We own our mistakes. If something on our end went wrong, we'll make it right. Here are some examples:

  • Wrong species shipped (you ordered Post Oak, we sent Hickory)
  • Wrong split size
  • Wrong bag size
  • Order shipped to a destination address other than provided (delivery to an incorrect address is a carrier error)

Ordered something by mistake? It happens. But, that’s not a shipping error on our end, so it wouldn’t qualify for a refund. Be sure to give your order a quick once-over before checking out to make sure everything looks right.

Shipping damage: Bags of wood aren't exactly fragile cargo, but if your order arrived damaged, reach out within 7 days of delivery and we'll work to find a solution. We may need to file a claim with the carrier, here's what we need from you:

  • A photo of the damaged item inside the box, showing how it was packed
  • A photo of the outside of the package
  • A close-up of the shipping label
  • The original packaging and all contents - hold onto everything until the claim is resolved, even damaged pieces

What doesn't qualify for a refund

Wood is a natural product, and nature is a bit of a free spirit. Weight, color, and density will vary - that’s the material, not a mistake.

Grain has a mind of its own, so splits don’t all come out identical. That means some variation in size, length, and piece count is part of the deal.

We do our best to show what to expect on our product pages and FAQs, so hopefully the only surprise is how good your food turns out.

How to reach us

If something didn’t go quite right, let us know within 7 days of delivery. We’re here to help.

Just include your order number and a quick description of what happened. If your shipment showed up looking like it had a rough trip, check out the shipping damage section above for next steps.

Resolution

Once we’ve confirmed the issue, we’ll sort it out with a refund or replacement, whichever gets you back on track best. Our goal is simple: the only thing you should be thinking about is how great the food is going to taste.

Refund timing

We aim to kick off approved refunds within 2 business days after approval. After that, the banks take the baton and they run at their own pace (up to 10 business days). We wish we could speed that part up, but it’s out of our hands.

Returns

We don't accept returns. Once your cooking wood ships, it's officially on its way to a higher purpose (probably dinner).

Returns on wood are tricky - it's heavy, expensive to ship, and in some cases restricted to help prevent the spread of pests across state lines. So once it's headed your way, it's yours.

But if something arrives wrong or we missed the mark, that's on us - check out the Refunds section and we'll work together fix it.