Woodland Direct values our relationship with our customers. We make every effort to provide world-class service and support. Integrity is important to us, and we strive to reflect this in everything we do. 

• Product Guarantee 
• Customer Support 
• Pre-Sale Acknowledgement
• Cancellations  
• Custom and Made-to-Order Items 
• Shipping Claims 
• Returns 
• Warranty  
• Service Reimbursement  
• Property Damage 
• Liability 
• Website Errors 
• Holiday Shipping 
• Communication 
• Freight Forwarding  
• Sales Tax 

Woodland Direct guarantees that the quality and craftsmanship of our products will be as described by the manufacturer on our website. 

Woodland Direct has a qualified support staff to assist with issues that may arise after an order has been placed. Customer service is our top priority, and we will be happy to facilitate a solution where we are able to do so.

Given the nature of the product that is sold by Woodland Direct, pre-sale approvals must be obtained by the customer for the following: 

• Freight shipping terms 
• Forklift terms 
• Return policy 
• Custom items 

Once an order has been submitted, we cannot guarantee any cancellations. 

Woodland Direct works with manufacturers to fabricate custom items according to specifications provided by our customers. Once a custom design is approved and the order is placed, it can no longer be cancelled or changed.

There are no returns for refund or exchanges permitted. 

This policy applies to: 

• Custom items 
• Made-to-order items 

Woodland Direct uses third-party shipping. In the event of any shipping issues, we are bound by the policies of the shipping carrier. This includes items that are damaged or lost in transit.

Shipping carriers require a claim to be submitted within 4 days of delivery or the claim will be denied. We cannot make exceptions to this policy.

Stock items that are unused/uninstalled and in the original packaging can be returned within 30 days of delivery. A return authorization must be obtained prior to returning and is valid for 30 days. Return shipping costs are deducted from the refund.

Any returns received after this time will be ineligible for a refund. If an item is returned without proper authorization, the refund will be denied. 

As a retailer, Woodland Direct advocates on your behalf with the manufacturer for warranty claims. Our technical support representatives will work with you to gather the information necessary for a claim submission and guide you through the next steps.

Warranty claims including processes, requirements, and resolutions are at the sole discretion of our manufacturing partners and their expressed warranties. We are not responsible for replacing items denied by the manufacturer. Warranty lead times will vary based on manufacturer requirements and are out of Woodland Direct's control.

Labor and service reimbursement may be available only through the manufacturer and per their stated product warranty. Woodland Direct can help submit claims for labor reimbursement only when the manufacturer's warranty makes allowances for claims of this nature.

Labor reimbursements per warranty are determined by the manufacturer. Woodland Direct does not cover or supplement labor reimbursements related to warrantied parts.

If property is damaged during the proper use of a product, Woodland Direct will assist in submitting a warranty claim to the manufacturer. Woodland Direct will not be liable for any damage.

Woodland Direct is not liable for any damage or injuries due to improper installation and/or use of a product purchased from us.

We make every effort to ensure that the content provided on our website is both current and accurate. However, errors can occur. Due to the ever-changing laws and regulations in the hearth industry, there may be delays, errors, and inaccuracies in the information contained herein.

Woodland Direct is not responsible for any errors or omissions, or the results obtained from the use of this information.

To ensure your purchase is delivered by a holiday, please utilize our Holiday Shipping calendar on our website.

If your purchase is made after the specified deadlines, Woodland Direct cannot guarantee to have your shipment delivered in time for the holiday.

While we make every effort to review communications via social media, Woodland Direct has an online customer support option as well as our phone number listed on the website. For the fastest service, please submit a contact us case or call us at the number provided.

In the event your preferred communication method is email, ensure to monitor your inbox on a regular basis. Due to security parameters set by some service providers, emails may be filtered to your junk/spam folder. 

Once a shipment leaves the possession of the carrier contracted with Woodland Direct and is in possession of a freight forwarder contracted by the customer, Woodland Direct is not liable for any damage or lost items in shipping claims. 

Sales tax is collected at the time of purchase. Tax exempt orders may only be placed via telephone with a sales representative. Your tax-exempt certificate must be on file before placing your order or tax will be charged.

Sales tax charged for online purchases is non-refundable unless your order is canceled entirely or returned for a full refund. If you purchased online and are tax-exempt you will need to contact us via telephone for all future orders to ensure your exemption is applied.