We want you to love what we’ve carved for you.

Every single wooden puzzle that leaves our Smithfield studio is made to order. Because we engrave these specifically for your family, they’re one-of-a-kind pieces. We take a lot of pride in our work, but we also know that things don’t always go exactly as planned. If there’s a hiccup with your order, we're here to fix it.

The 30-Day Window

You’ve got a full 30 days after your puzzle lands on your doorstep to let us know if something isn't right. After that month is up, we generally can't take items back.

Damaged, Wrong, or Misspelled Items

Since our puzzles are personalized, we can’t really do returns just because of a change of heart. However, we’ve got your back if:

• The puzzle arrived broken or got beat up during shipping.
• We accidentally sent you the wrong design.
• There is a typo that’s different from the names you gave us when you ordered.

In any of those spots, just breathe easy we’ll send out a brand-new replacement or give you every cent back. It won’t cost you anything extra to fix our mistake.

How to get it sorted

If you need to report an issue, please just shoot an email to support@mytimberkin.com.

• Make sure to include your order number.
• Please attach a few clear photos of the damage or the mistake so we can see what happened.
• A quick heads-up: don’t ship anything back to us without checking in first, or we might lose track of it.

Where to send returns

If we’ve asked you to mail an item back, please send it to our workshop here: 3539 Longwood Dr, Smithfield, VA 23430-5505, United States.

Just so you know: unless we messed up or the item is defective, you’ll need to cover the shipping costs to get the item back to our studio.

How the refund works

Once your return arrives and we’ve had a look, we’ll send you an update. If it's all good, we’ll put the money back onto your original payment method within 5-7 business days. Every bank is a little different, so it might take a few extra days to show up in your PayPal or bank balance.

Changing your order

We start carving pretty quickly to stay on schedule. If you need to cancel or change something, please tell us within 12 hours of your purchase. Once we’ve started cutting the wood for your specific piece, we can't really stop the process.