Welcome to the Redwood Outdoors Community! This Shipping & Returns Policy is part of our Terms of Service, which govern your use of our website and purchase of our products. Capitalized terms not defined here will have the meaning assigned in the Terms of Service.
By placing an order with us, you agree to the terms outlined below. We encourage you to read this policy carefully before completing your purchase.
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Order Cancellations
- Orders canceled within 7 days of placing your order will be fully refunded.
- Orders canceled after 7 days are subject to a 3.5% cancellation fee.
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Shipping & Delivery
- You are responsible for providing an accurate shipping address at the time of order. If a shipment must be re-routed or re-shipped due to an address error, you will be charged any additional shipping fees.
- Shipping and handling rates may change over time, but you'll always be able to review the final charges before placing your order.
- Redwood Outdoors selects the shipping method, carrier, and number of shipments.
- Delivery times are estimates, not guarantees. We are not liable for delays due to weather, carrier disruptions, or other unforeseen events.
- Once your order ships, you’ll receive tracking details by email. All freight shipments are booked with an “appointment required” service to ensure you have time to prepare for delivery. While carriers are expected to call in advance to schedule your delivery, some may call when they are already en route.
- If you're unavailable at that time, you have the option to refuse the delivery and reschedule for a future date.
- Please note, if a delivery attempt is missed without prior arrangement, additional fees for re-delivery or storage may apply.
- Track Your Shipment: Once your order ships, you’ll receive two tracking links,
- Schneider Tracking: Follow your shipment from our warehouse to the carrier’s local depot using the SL number provided.
- Estes Tracking: Once your shipment reaches the depot, use the tracking number from Schneider to follow it to your curbside delivery.
- Any person at the delivery address is presumed authorized to accept the shipment.
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Delivery Method
- Curbside delivery is our default method. The shipment will be delivered to the curb in front of your address or another accessible nearby location as determined by the carrier.
- Access restrictions include but are not limited to:
- Long and narrow or steep private road/driveways
- Excessive snow/ice leading to place of residence
- If curbside delivery isn’t possible due to location, product size, or access restrictions, alternative delivery arrangements will be offered, which may include:
- A smaller truck arranged via a third-party carrier.
- Delivery to a local freight depot for customer pick-up.
- Manual unload may be necessary.
- Additional fees may apply for alternative delivery methods. If you decline these options, your order will be treated as canceled and subject to the cancellation terms above.
- To avoid additional fees and/or delivery issues, please contact Redwood Outdoors with any concerns before shipment at 1-800-567-8036.
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Delivery Inspection & Claims
- Inspect your delivery for damaged or missing items immediately upon arrival.
- Missing items must be:
- Noted on the delivery bill of lading.
- Reported to the shipping company for investigation.
- If a product arrives damaged:
- Mark it as “damaged” on the delivery bill.
- Notify Redwood Outdoors at support@redwoodoutdoors.com within 7 days.
- Redwood Outdoors may offer replacement parts at our discretion, but we are not obligated to provide refunds or replacements beyond what's outlined here.
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Returns & Refunds
- For returns of defective or unsatisfactory (non-transport-damaged) products, contact support@redwoodoutdoors.com within 30 days of delivery.
- Returns must be shipped in the original wood crate.
- We may request photos or require the return of the product before issuing a credit or refund.
- Returns without prior written approval will not be accepted.
- If a return is approved, we may issue a partial credit, full credit, or refund (minus shipping and handling fees and other applicable costs) via your original payment method.
- Products returned outside these conditions will not be eligible for credit or refund.