Modify/Cancel Order
Changing or Cancelling Your Order
We know things change. Here is exactly what is possible and when.
The Short Version
- Before production or dispatch begins — you can change or cancel free of charge
- After a made-to-order piece enters production — it can no longer be cancelled, because the timber has been cut for your order
- After dispatch — the order cannot be changed or cancelled, but you may be able to return it under our Refund Policy
Speed matters. Contact us as soon as possible at support@woodrooted.com with your order number and what you need changed.
What We Can Usually Change
- Shipping address — before dispatch
- Contact email or phone number
- Quantity, or swapping to a different item
- Finish or size on a custom piece — only before production begins
- Cancelling the whole order
Address Changes
Tell us immediately if your address is wrong. Before dispatch we can normally correct it at no cost. Once a parcel or freight shipment is on its way, carriers may refuse a redirect, and any redelivery or rerouting fees resulting from an address error you provided are your responsibility.
Made-to-Order and Custom Pieces
Many of our items are built for your order rather than picked from stock. Once a maker has begun cutting timber for your piece, we cannot cancel it or return the material to inventory, so cancellation is no longer possible from that point.
If you are unsure about size, finish or fit, ask us before ordering — we would much rather spend ten minutes on an email than build the wrong piece.
Cancelling After Dispatch
If your order has already shipped, we cannot recall it. You have two options:
- Refuse the delivery — it returns to us and we refund the item price once it arrives back in original condition. Return freight costs may be deducted.
- Accept it and request a return — within 30 days of delivery, under our Refund Policy.
Custom and made-to-order pieces remain non-returnable unless they arrive damaged, defective or incorrect.
If We Cancel an Order
Occasionally we may need to cancel an order — for example if an item is no longer available, if we cannot source timber of acceptable quality, if there was a pricing error, or if we cannot verify payment details. If that happens we will contact you and refund the full amount immediately.
Refund Timing
Cancellations approved before dispatch are refunded to the original payment method within 10 business days. Your bank may take additional time to post the credit.
Contact
Email: support@woodrooted.com
Support hours: Monday to Friday, 10:00 AM to 8:00 PM (EST)
Please include your order number in the subject line so we can act before your order moves to the next stage.