Return and Refund Policy

Effective Date: 2026-05-12

1. Overview

Arbor and Timber is owned and operated by ALDER GROVE VENTURES LLC. At ALDER GROVE VENTURES LLC, we stand behind the quality of our products. This policy explains when and how returns and refunds are accepted for purchases made through arborandtimber.com.

Summary

  • Region: United States
  • Non-defective returns: Must be requested within 30 days of delivery. Item must be unused and in original packaging.
  • Damaged, defective, or incorrect items: Must be reported within 48 hours of delivery. Contact us with photos and your order number.
  • Return eligibility: Accepts returns for both defective and non-defective products if they meet policy conditions
  • Return shipping: Customer is responsible for return shipping costs unless the item is defective or damaged on arrival.
  • Processing time Refunds are processed within 7 days after inspection and approval.
  • Restocking fee: 25% of the product price for approved returns

2. Contact Information

To start a return or report damage, contact our customer service team:

Hours: Monday to Friday, 9 AM to 5 PM EST

3. Eligibility for Returns

Returns are accepted under the following conditions:

Damaged, defective, or incorrect items:
- The issue must be reported within 48 hours of delivery
- Contact us with your order number and photos clearly showing the damage or issue
- We will review and, if approved, provide a prepaid return label

Non-defective returns (change of mind, wrong size, etc.):
- Return must be requested within 30 days of delivery
- The item must be unused, undamaged, and in its original packaging with all accessories
- Customer is responsible for return shipping costs
- A 25% restocking fee applies and will be deducted from the refund

Items that do not meet the applicable conditions above cannot be returned.

4. Reporting Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, contact us within 48 hours of delivery. Include:

  • Your order number
  • Photos clearly showing the damage or issue
  • A brief description of the problem

We will review the information and, if approved, provide instructions and a prepaid return label.

5. Return Shipping and Fees

Defective, damaged, or incorrect items: If your item arrived damaged, defective, or not as described, we will provide a prepaid return shipping label at no cost to you. Please use the provided label and ship the item within 7 days of approval.

Non-defective returns: If you are returning an item that is not defective (for example, you changed your mind or ordered the wrong size), return shipping is the customer's responsibility. We will provide instructions for how to ship the item back; however, we will not issue a prepaid label for non-defective returns.

Restocking fee: All approved non-defective returns are subject to a 25% restocking fee based on the product price. This amount will be deducted from your refund. Exchanges for the same item will not incur a restocking fee.

If you send an item back without prior approval or without using the provided label (where applicable), we may not be able to reimburse your shipping costs.

6. Refunds and Replacements

  • After receiving and inspecting your returned item, we will confirm whether a refund or replacement applies
  • Refunds are issued to the original payment method within 7 days after approval
  • If you prefer, we can send a replacement item instead of a refund

7. Exchanges

We accept exchanges for both defective and non-defective products as long as they meet the return conditions. Replacement items are shipped once the returned item is received and approved.

8. Non-Returnable Items

We cannot accept returns for:

  • Items reported after 48 hours of delivery
  • Items damaged due to misuse or neglect
  • Personalized or custom-made goods
  • Gift cards and downloadable digital items

9. Cancellations

  • Orders may be canceled before shipment for a full refund
  • Once shipped, cancellations are not possible. You must follow the return process outlined above.

10. Legal Rights

This policy does not affect your rights under U.S. consumer protection law.

11. Changes to This Policy

We may update this policy from time to time. Changes take effect upon posting.

By purchasing from ALDER GROVE VENTURES LLC, you agree to this Return and Refund Policy.

ALDER GROVE VENTURES LLC
support@arborandtimber.com
781-226-4386‬
82 Wendell Ave, STE 100, Pittsfield, MA 01201, United States